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Dealmates Care Help Center

Dealmates Customer Support June 28, 2013 Return, Refund & Exchange

Step 1: Check your eligibility 

Please refer to our return policy to check your eligibility.

 

Step 2: Get a RMA number 

If you meet all the requirements and you wish to proceed with the return, please fill in the RMA request and print it out.

 

Step 3: Return your item back to us 

Include the RMA printed copy and send the item using a courier service (with the RMA number written on the outside of the package) to: 

Dealmates Sdn. Bhd. 
Unit 15-01, 15th Floor
Menara Multi-Purpose
No.8 Jalan Munshi Abdullah
50100 Kuala Lumpur

Please keep the Tracking Number for the parcel provided by the courier company to monitor your shipment to us. 

Alternatively, you may walk in to our office to return your item.

 

Step 4:  Your request will be evaluate & process

 We will conduct an evaluation within five (5) business days upon receiving your returned items.

 After evaluation period, we will process your request. 

1) If your request is valid, we will process your refund or replacement, based on what you have indicated in the return form.

 o Exchange: 

- We will notify our merchant to redeliver a new item to you
- Depending on stock availability, a new item may be sent to you within 1 – 3 weeks time
- If the item is not available for exchange, we will proceed to issue a refund via store credit
- We will reimburse the courier delivery charges as store credit

o Refund:

 - Credit refund process will take 3 working days after the initial 5 working days of the evaluation period
- We will reimburse the courier delivery charges as store credit together with your refund
- An email notification will be sent to you once the refund has been issued.

 

2) If your request is not valid, we will notify you and send the item back to you. We will not reimburse your courier charges.

 

Step 5: Request complete

If you requested for an item exchange, you will be notified via email with a new tracking number when the item is ready to be shipped out.

If your request for a refund, you will receive an email notification once the process is complete.

All refunds are issued in the form of store credit by default.

Credit is issued equal to the total amount paid of your returned item(s) and the shipment fee you paid for the courier service. Credits cannot be exchanged for a money refund in the future. Credits can be used on our website to make future purchases. Credit will be linked to your account and cannot be used by anyone else. Credit from a refund does not have an expiry date.

 Please note that refund will no include credit rebate that had been used.

For further information, please check out our Knowledge Base
For further assistant, kindly LIVE CHAT with us, write to support@dealmates.com or call us at 03 2691 8100

Dealmates Customer Support June 28, 2013 Return, Refund & Exchange

You may return your order or items within 14 days of receipt for any of the following reasons:

 • You received a damaged item from the courier service provider 

• Your item is faulty within fourteen (14) days of receipt and is without warranty protection 

• The item(s) shipped to you is not what you ordered

 

Unless otherwise stated in the product description, the general requirements for returns are as follows: 

• Item is returned within fourteen (14) days of receipt 

• Item must be returned with a printed Return Merchandise Authorization (RMA) copy

• The item(s) are returned to us in its original condition with all internal and external packaging, accessories, tags, labels, warranty cards, certificate of authenticity and manuals complete and intact 

• The product must not have been used, worn, washed or damaged 

• For luxury items such as designer bags, all items are thoroughly checked before delivery and are of the highest quality. Item will be shipped with a secure tag; if tags are removed the item cannot be returned.

 

Please note that some items are not returnable as explained below: 

• Due to hygienic reasons, all innerwear such as underwear, bikinis, swimming trunks, socks, and personal items such as earrings, deodorants, combs and epilators may not be returned. 

• Sized rings. We recommend that you have your finger professionally measured as to avoid any unnecessary disappointment. 

• Engraved items because they have been personalized for you. 

• Item that has been sent for alteration since its deemed used 

• For item that customer self-collect from our collection center, goods must be inspected as site and cannot be return due to damage afterwards. This rule excludes electronic goods.

 

*Please note that refund will no include credit rebate that had been used.

Item must be returned to:

Dealmates, Unit 15-01, 15th Floor, Menara Multi-Purpose, No.8 Jalan Munshi Abdullah, 50100 Kuala Lumpur, Malaysia.

 

Dealmates reserves the right to alter this policy at any time.

 

For further information, please check out our Knowledge Base
For further assistant, kindly LIVE CHAT with us or write to support@dealmates.com

Dealmates Customer Support March 18, 2013 Product Delivery

1. How come I did not receive my product after the delivery period?

All items delivery will take 1 - 21 working days to reach your doorstep, starting after the deal closes.  

 

2. My product takes too long to reach me. What's happening?

Some products might be facing a delay in delivery.  This could be due to several factors such as:

  • The merchant might be in their restocking period. This might take up to additional 21 working days. Should this occur, we will notify all buyers
  • Products being shipped from overseas might get held up at customs
  • Festive season. During the festive season, courier services are usually congested with a lot of products which may cause a delay in their delivery process

 

Furthermore, the recent shipping act implemented by Jabatan Kastam Diraja Malaysia and the Federation of Malaysian Freight Forwarders (FMFF) stated that; every cargo imported from China will be conducted a 100% customs inspection. As such, this act will and has affected many of our merchants which led to delays in the delivery process.

 

3. How can I be sure my product will reach me? 

All products are delivered using trusty postal companies. You can track the delivery process using your parcel tracking number at the assigned postal companies website that will emailed to you upon shipping start. All products will be shipped out within the delivery period stated in the Fine Print of your certificate. Should there be any hiccups with the delivery, Dealmates will send out an email notification to the buyers to inform them of the matter. We will keep you updated on the process and progress of your shipment. We will ensure that you will receive your item even if the certificate has already expired.

 

4. I have never gotten any announcement on delivery updates about my product!

Dealmates will send out the announcements to the same email address that you have registered with. If you are using Facebook to login, you can check your Facebook email address to see the announcement. 

If that is not the issue, our announcements might have skipped your inbox and landed in your Junk / Spam folder instead.

 

5. My certificate already expired; will I still receive my item?

Yes, you can and will still receive your item even after the certificate validity expired. In the event of a delay due to stock or shipment issues, you will be informed via email. We will take the responsibility to send the item to you since the delay is usually caused by unfortunate reason such as restocking, shipment and issues at the customs department.

 

Dealmates will not be liable for compensation due to late deliveries or products that are out of stock.


For further information, please check out our Knowledge Base
For further assistant, kindly LIVE CHAT with us or write to support@dealmates.com