At BOO BOO MODERN MARKET SDN BHD (Registration No. 202501017304 (1618718-P)), we are committed to providing quality bicycles, scooters, cycling helmets, accessories, and related products. Please read this Return, Refund and Exchange Policy carefully before making a purchase.
Eligibility for Return, Refund or Exchange
All items sold are generally non-returnable, non-refundable, and non-exchangeable unless one or more of the following circumstances apply:
- The item received is different from the item stated in the confirmed order.
- The item does not match the specifications, description, features, size, colour, or information displayed on our website.
- The item is damaged, defective, incomplete, or not functioning upon delivery.
- Essential parts or accessories included with the product are missing.
- The order is delivered beyond the estimated period stated in our Shipping Policy without reasonable notice or explanation.
A change of mind, incorrect selection of size, colour, design, model, or product type will not qualify for a return, refund, or exchange unless otherwise approved by the Company.
Request Period
Customers must submit their return, refund, or exchange request within 24 hours of receiving the order. Requests submitted after this period may not be accepted.
The delivery date and time recorded by the courier or delivery service will be used to determine the beginning of the 24-hour request period.
Required Evidence
To support a request, customers must provide:
- A clear and continuous unboxing video beginning before the parcel is opened.
- A clear view of the shipping label, external packaging, protective materials, and item received.
- Clear photographs and videos showing the damage, defect, incorrect item, or missing component.
- The order number, customer’s name, contact details, and a detailed explanation of the issue.
- A clear first-use video for products requiring assembly, installation, charging, or functional testing, where applicable.
Requests submitted without sufficient evidence may be rejected. Edited, incomplete, unclear, or interrupted unboxing videos may not be accepted as valid supporting evidence.
Product Condition
Items approved for return or exchange must remain unused and must be returned in their original condition and packaging. All labels, manuals, components, accessories, complimentary items, and proof of purchase must be included.
Customers must not ride, modify, dismantle, repair, wash, install, or continue using a bicycle, scooter, helmet, accessory, or related product after discovering a defect. Damage resulting from continued use may affect the eligibility of the request.
Non-Returnable and Non-Refundable Items
Returns, refunds, or exchanges will not be accepted for:
- Items damaged through misuse, accidents, negligence, improper storage, or normal wear and tear.
- Damage caused by incorrect installation, assembly, maintenance, or unauthorised repairs.
- Products that have been modified, customised, dismantled, or used beyond reasonable inspection.
- Cosmetic differences that do not affect the product’s intended function.
- Minor colour variations caused by lighting, photography, or screen display settings.
- Products purchased in the wrong size, colour, model, or specification due to customer error.
- Clearance, promotional, customised, or final-sale items unless they arrive damaged or incorrect.
- Items without their original packaging, accessories, labels, or proof of purchase.
- Hygiene-sensitive products that have been worn or used, including cycling helmets and wearable accessories, unless they are defective upon delivery.
Normal maintenance matters, such as tyre pressure adjustment, brake tuning, chain lubrication, screw tightening, or alignment following transportation, may not be considered manufacturing defects.
Inspection and Approval
All returned items will be inspected after they are received. Approval of a request is subject to verification of the reported issue and confirmation that the item meets the conditions stated in this Policy.
Submitting a request does not guarantee that a refund or exchange will be approved. If the item is found to be working correctly or the damage was caused by misuse, improper assembly, unauthorised modification, or normal wear and tear, the request may be rejected.
Exchange
If an exchange is approved, we will replace the affected item with the same product, model, size, and colour, subject to availability.
If the original item is unavailable, we may offer an equivalent replacement, store credit, or a refund after discussing the available options with the customer.
Refunds
Approved refunds will be issued through the original payment method whenever reasonably possible. Processing times may vary depending on the bank, payment gateway, or financial institution.
Original delivery charges, transaction fees, service fees, and other non-refundable costs may be excluded unless the return resulted from an incorrect, damaged, or defective item supplied by the Company.
Cancellation Policy
Orders may only be cancelled within 12 hours of purchase, provided that the order has not been processed, packed, dispatched, customised, or handed over to the courier.
Once an order has entered processing or shipping, it cannot be cancelled. The Company reserves the right to reject cancellation requests that do not meet these conditions.
Incorrect Delivery Information
Customers are responsible for providing complete and accurate delivery information. We will not be responsible for failed deliveries, delays, losses, or additional charges caused by an incorrect address, incomplete contact details, or an unavailable recipient.
Contact Us
To submit a return, refund, exchange, or cancellation request, please contact:
BOO BOO MODERN MARKET SDN BHD
Registration No.: 202501017304 (1618718-P)
Email: booboo-modern-market@outlook.com
Please include your order number and all required supporting evidence when contacting us.