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Shipping, Cancellation & Refund Policies

Shipping Policy

Domestic Shipping:

We charge for Shipping depends on the current rates.  The rate might be slightly different from the actual and may differ from time to time. Please allow 1-3 working days for your order to be dispatched. Orders Received during weekends or Holidays are dispatched the following Monday or next working day. During busy times, such as holiday periods, there can be processing and shipping delays.Any other taxes or levies charged by the government or local bodies are to be borne by customer.  In case of international shipping, customs and other duties are to be borne by the customer.


International Shipping:
As for International shipping we will need to confirm with the courier services available and will decide on the shipping price accordingly. Shipping charges and transit time will vary, depending on the location. All international packages will be shipped via one of the following courier service (Ninjavan, J&T, EMS Poslaju or Asia Express). International delivery cannot be guaranteed within a time frame due to customs.


Tracking: e-mail containing your package tracking information will be sent after shipment.

Please mail us at [email protected] if any question.


General Scenario
In case we receive a cancellation e-mail and till that time the order has already been "processed" by us, the order cannot be cancelled. Pacca has complete right to decide whether an order should be cancelled or not. Also, the customer agrees not to dispute the decision made by Pacca and accept Pacca’s decision regarding the cancellation.

Wrong Delivery

If a non-delivery or late delivery occurs due to a mistake by the User (i.e. wrong or incomplete name or address or recipient not available or any other related reason) any extra cost spent by Pacca for re-delivery shall be claimed from the User.

Replacement/ Return Policy by Pacca

In 7 days except the following:
1. Items that have been used or opened
2. An item not returned in the condition it was received.
3. Any item received by us in a damaged condition.

To get a replacement, email us your Order Number and the Reason for returning. Only after receiving our confirmation for the return, you are requested to send the item back to us. We will then arrange for the replacement of the item through our logistics partner. We shall not be responsible for any items sent to us for return / replacement without our confirmation.

Returns Policy

Our Return Policy:
• Replacement request must be made within 7 days of purchase and must not be part of above list. 
• There are no extra shipping charges for the delivery of replacement items.

Refund Policy by Pacca
Cases of goods unavailability or service problem:
• If the item sent for replacement is not available, we will try to give you best possible alternatives, but at the end choice of customer will be final
• For courier products, If the delivery address is out-side the service area, then only 100% refund will be given


International Shipping & Return Policy:

Terms and Conditions
Each item in your order is sold by Pacca. Those items for shipment to countries outside of the Malaysia may be subject to taxes, customs duties and fees levied by the destination country. These fees are to be borne by the customer.


Privacy
Your privacy is important to us, and we know that you care about how information about your order is used and shared. We would like our international customers and customers shipping products internationally to be aware that cross-border shipments are subject to opening and inspection by customs and/or postal authorities.

Also, we may provide certain order, shipment, and product information, such as titles, to our international carriers, and such information may be communicated by the carriers to customs and/or postal authorities in order to facilitate customs clearance and comply with local laws.

About Customs, Duties & Taxes:
When ordering from Pacca, you're responsible for assuring the product can be lawfully imported to the destination country.
The recipient is the importer of record and must comply with all laws and regulations of the destination country. Orders shipped outside of Malaysia may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches the recipient's country. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and can't predict what they may be. Customs policies vary widely from country to country. If customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

International Returns:
Items must be returned in their original packaging and in a re-saleable condition within 15 days of receipt of your goods. Pacca does not reimburse any customs or import duties, brokerage fees, or taxes paid on shipments. These charges are the sole responsibility of the customer. We will refund the purchase price paid for the item, but we will not refund any shipping costs, duties, fees, or taxes. In addition, Pacca reserves the right to charge you for any import duty or taxes paid while goods are returned and we are charged by custom department for recovering the returned package. You are responsible for all the costs associated with returning the goods back to us. Your refund will be processed once we receive your returned item.

Note:The shipment of any returned product that might be shipped if there's a problem with the original shipment. If you return a product to us, you'll be the exporter from the original shipping destination responsible for compliance with all export laws of that country. Title and risk of loss transfer to us upon receipt at our warehouse.

When you return goods, please mark your parcel as "returned goods" otherwise it may get held up at customs which will cause your refund to be delayed.

Shipping Returned Merchandise:
We recommend shipping returned merchandise via courier or insured parcel post for tracking purposes. Pacca does not take any responsibility for reimbursement or compensation in the event that any returned packages are lost, stolen, or mishandled. We do not refund shipping or insurance costs.


Refund for an item sent by international delivery?
Refunds for goods returned under our policy are made to the credit, debit, or charge card or wire transfer to account used originally charges or paid for order. Please allow 2 weeks from the time we receive the returned goods.

An email notification will be sent once the return has been processed.  


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