Refund Policy

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Franke E Store
Return/ Exchange Policy
1. You may return your order within 14 working days from the delivery date, if the product is incorrect, damaged or defective:

(a) 'Incorrect' means the product is not the product you ordered; the model/colour is different from what is indicated on your order summary; or there are missing item(s) or part(s) from the packaging;
(b) 'Damaged' means the product is found to be damaged upon receipt;
(c) 'Defective' means the product is found to have technical defect(s).

Returned items must meet the following requirements:

Item must be in new condition and returned in its original packaging along with all accessories (including manuals, warranty cards, certificate of authenticity) and free gifts received with it.
All packaging must be unused, unmarked and not defaced in any manner.
Item must be unused or hasn’t been installed.
All securely sealed items must not be opened, especially electronic items (unless our service centre can ascertain that they were found defective at the time of opening).

Next Steps
- Our customer service agent will verify the return reason and arrange a free return pick-up for you. Our courier company will pick up the package at the time specified by you. We will conduct an evaluation within fourteen (14) working days from the day our team receives the physical product. You will receive an email confirmation once the returned item is received from our end.
- If your return is valid, we will process your refund or replacement, based on what you have indicated to our After Sales Service team. If it's valid, we will reimburse you with a refund through the same mode of payment that was made in the original purchase.
- If your return is not valid, we will notify you and arrange the items to be returned. For the items to be returned, a delivery fee will be chargeable. We reserve the right to reject any return, exchange, refund deemed unfit or unreasonable.

*Please note that if the product does not fit into your home and/or interior cabinet, this is not considered as 'incorrect' product and return of product is not allowed on this basis. Therefore, customers are advised to ensure the correct measurement of the product before placing an order.

2. We reserve the right to reject any return or refund deemed unfit or unreasonable.


Refunds
Depending on the mode of payment you’ve selected upon transaction, you will be offered the mode of refund based on your payment mode and may be required to enter additional information.
Please consult the table below for details.

Contact Us
If you have any questions on how to return your item to us, contact us at info.franke@redawn.com.my or +603-9212 7768