Refund & Return Policy

1. Eligible Return or Refund Requests

Customers may contact us to request assistance if they receive:

• An incorrect product
• A damaged product
• A defective product
• A parcel with missing items

2. Reporting an Issue

Customers should contact our customer support team as soon as possible after receiving the order.

To help us review the request, customers may be required to provide:

• Order number
• Proof of purchase
• Photos or videos of the product received
• Photos of the parcel and packaging
• Details of the issue

3. Condition of Returned Items

Where a return is required, the product should remain in its original condition and packaging, unless the product was already damaged or defective upon delivery.

4. Non-Returnable Items

Return or refund requests may not be accepted where:

• The product has been opened, used or consumed
• The product has been damaged after delivery due to customer handling
• The customer is unable to provide proof of purchase
• The issue is caused by incorrect customer information or misuse

5. Refund Review

All refund requests are subject to review and approval by ALPHASTRATS HOLDING SDN BHD.

Once the request has been reviewed, we will inform the customer of the outcome and any next steps required.

6. Approved Refunds

Where a refund is approved, the refund may be processed through the original payment method or another method agreed between the customer and ALPHASTRATS HOLDING SDN BHD.

Processing time may vary depending on the payment provider, bank or payment method used.

7. Change of Mind

Returns or refunds due solely to a change of mind are subject to review and are not automatically guaranteed.

Customers are encouraged to confirm product details, package selection and delivery information before placing an order.

8. Contact Us

If you have received an incorrect, damaged or defective product, please contact our customer support team with your order details and supporting photos or videos.