1. This Return and Refund policy shall only be applicable for home delivery shopping via www.kraton.com.my only.
  1. Kraton shall use its best efforts to ensure that Orders are correctly fulfilled. Should there be any discrepancy of Products delivered and the Customer wishes for return and refund, please notify us by completing and submitting the online form posted in our website within seven (7) days upon receiving the Products. We will contact the Customer within seven (7) days after receipt of the completed form online to direct the Customer of the procedures in respect of the return of Products and refund. The Customer is advised to wait for our instruction for the next course of action. In the event the Customer does not receive any reply from us after the aforesaid period, please contact us either by e-mail at  xxxxxx or call Kraton Online hotline at xxxxx  for enquiries.
  1. Return/Exchange of Products or refund can be arranged under the following reasons:
    1. If any Product has been delivered in a damaged or defective condition; or
    2. if the Product is out of date or expired; or
    3. if the wrong Product which is different from the Order is delivered
  1. If the Customer has been charged for a Product which has not been delivered, Kraton shall refund the Customer the value of the Product as originally charged to the Customer.
  1. If a Customer is charged more than the value of a Product as displayed on the site when the Customer makes its Order, Kraton shall refund to the Customer the difference.
  1. The return of a Product by a Customer does not automatically warrant for a refund. Kraton will inspect the returned Products upon receipt of the same. If the conditions in Item No. 3 of this Return and Refund Policy have been fulfilled, refund will be made to the Customer and we will reimburse the Customer of its courier charges for returning of the Products to us provided always that the courier payment slip is furnished to us upon seeking refund.
  1. All refunds will be made via online payment within 2 months and depending on the appointed bank refund policy in which your receipt of the refund will depend on the period of time your financial institution takes to finalise the refund. Kraton shall not be liable with respect to any loss, damage, cost or expense that you or any person may incur as a result of any delay in your financial institution processing the said refund.
  1. The Customer is required to send back the affected Product(s) to us via a reliable courier service company to our Distribution Center.

 

  1. The Customer shall be responsible for the risks and condition of the Product to be returned until it reaches us at Kraton Distribution Center or other selected stores as abovementioned. Kraton will not be liable for any loss or damage to the Product prior to the Product being received by us. The Customers are advised to pack safely the Product to prevent any loss or damage to the Product or its box or its original packaging.

Shipping & Delivery

  1. Kraton shall use reasonable endeavors to deliver Products of acceptable quality to the delivery address specified and keyed in by the Customer but Kraton cannot guarantee any firm delivery time and Kraton shall not be liable for any delay in its delivery services, if the delay has been due to causes beyond the control of Kraton.

  2. Your Order will be delivered to you via the service of a courier service company of our choice. At this juncture, delivery service is extended to Malaysia only. For order placed before 12:00PM, please allow two (2) to three (3) working days for West Malaysia and six (6) to ten (10) working days for East Malaysia including Labuan for processing from date of Kraton’s confirmation of acceptance of an Order within the aforesaid areas unless otherwise notified by Kraton. Please note that we will not accept delivery to a P.O. Box address and it might not be possible for delivery to some locations within the aforesaid areas in certain circumstances. If delivery to some locations is not possible, we may contact you to arrange for delivery to an alternative address.

Delivery Charges will be calculated based on the weight of the Order received :- TBC

Order Received

Delivery Charges

Peninsular Malaysia

  

For Order 3kg or less per delivery per location

RM8.00

For Order more than 3kg per delivery per location

RM7.00 for the first 3kg and RM1.00 for every additional kg or any part thereof

 

For Order more than RM200

FREE Delivery

East Malaysia (Sabah, Sarawak including Labuan)

  

For Order 3kg or less per delivery per location

RM20.00

For Order more than 3kg per delivery per location

RM20.00 for the first 3kg and RM8.00 for every additional kg or any part thereof

For Order more than RM200

RM10.00 off from total cart

 

  1. No delivery services shall be available on Sunday & public holidays.
  2. The Customer is to notify Kraton immediately of a change to his delivery address and contact number.
  3. Where Customer is not available to receive the delivery, a notification card will be left at the delivery address. An attempt will be made to contact the Customer for a second delivery. If Customer is still not reachable at the second attempt, a notification card will be left for the Customer to collect the parcel from the nearest DHL branch. If delivery is delayed due to the Customer’s undue delay or unreasonable refusal to accept delivery or if the Customer fails or refuses to collect the Products within seven (7) days from the date of second notification, the Order will be deemed void and has no further effect but the Customer shall bear all the relevant cost incurred by Kraton (including but not limited to the delivery cost and administrative charges).
  1. If the Customer is not personally available to accept delivery, a representative may accept delivery on behalf of the Customer provided that the said representative must be over 18 years of age and capable of receiving the delivery. The Customer or its representative may be required to produce proof of identity on delivery or collection of Products and all deliveries shall be signed off by the Customer or its representative on the delivery invoices.

Kraton reserves the right to withhold delivery of the Products to the Customer if it has any doubts whatsoever as to the Customer’s credit worthiness or insufficient identification.