At GEAR HUB SDN BHD, we want you and your pets to have a positive shopping experience. This Refund, Return & Exchange Policy explains when you may request a return, refund or exchange for products purchased through our website sb-gearhub.com.
This policy applies to our pet products, including pet food, pet toys, pet beds, leashes, cat litter and other pet essentials.
1. Company Information
Company Name: GEAR HUB SDN BHD
Company Registration No.: 202501029606 (1631018-H)
Website: sb-gearhub.com
Address:
30, GERAI MPK,
JLN HARPER OFF JLN PASAR,
PASAR JAWA,
41400 KLANG, SELANGOR, MALAYSIA
Email: gearhub.sb@outlook.com
Phone: +6011-5874 1679
Customer Service Hours: Monday–Friday, 9:00 AM–6:00 PM
2. Return & Refund Eligibility
We accept eligible return, refund and exchange requests within 30 days from the date the Order is delivered.
You may request a return or refund if:
- The wrong product was delivered
- The product received is damaged
- The product is defective
- The product does not match the Order
- The product is significantly different from its description or advertised specifications
- The product has a significant quality issue
To help us process your request, the returned product should, where applicable:
- Be unused and in its original condition
- Include the original packaging and accessories
- Include proof of purchase or Order confirmation
- Be returned with all relevant components included
Certain products may have specific return requirements due to their nature, including pet food, consumable products, hygiene products or products that have been opened or used.
Returns remain subject to applicable Malaysian consumer protection laws.
3. Change-of-Mind Returns
We generally do not accept returns simply because a customer has changed their mind, ordered the wrong size, or no longer wants the product, unless otherwise stated on the product page or agreed by us.
For products where a change-of-mind return is accepted, the product must normally be unused, unopened, in resalable condition and returned with its original packaging.
For hygiene, consumable or opened pet products, returns may not be accepted for health and safety reasons.
4. Return Request Process
To request a return, refund or exchange, please contact us within the applicable return period.
Please provide:
- Full name
- Order number
- Contact number
- Email address
- Product name
- Reason for the return
- Clear photographs of the product
- Photographs of the packaging, where applicable
- Any other information reasonably required to assess the request
Return & Refund Email:
gearhub.sb@outlook.com
Please do not send products back before receiving return instructions from us.
Once your request has been reviewed, we will provide further instructions regarding the return process.
5. Damaged, Incorrect or Defective Products
If you receive a damaged, incorrect or defective product, please contact us as soon as reasonably possible after delivery.
We may ask you to provide:
- Photos of the shipping parcel
- Photos of the shipping label
- Photos of the product
- Photos showing the damage or defect
- A video showing the issue, where appropriate
- Order confirmation or other purchase information
We will review the information provided and determine an appropriate resolution based on the circumstances and applicable requirements.
6. Exchange & Replacement
Where appropriate, we may offer:
- Replacement of the same product
- Exchange for an equivalent product
- Repair, where applicable
- Refund
- Another appropriate resolution
Replacement or exchange is subject to product availability.
If the same product is unavailable, we may discuss an alternative product or refund with you.
7. Refund Process
Once a returned product has been received and inspected, we will review the return request.
If the refund is approved, the refund will generally be processed through the original payment method used for the Order, where practicable.
The time required for the refund to appear in your account may depend on:
- Payment provider
- Payment gateway
- Bank or financial institution
- Processing time required by the relevant payment service
We will provide confirmation once the refund has been processed on our side.
8. Return Shipping Costs
Where the return is due to an error on our part, such as receiving the wrong product or a product that is damaged or defective, we will review the appropriate return shipping arrangement with you.
For other types of returns, including any approved change-of-mind return, the customer may be responsible for return shipping costs unless otherwise agreed.
Return shipping arrangements will be communicated to you before the product is returned.
9. Cancellation Policy
You may request cancellation of an Order within 12 hours from the time the Order is placed.
Cancellation requests submitted after 12 hours may not be accepted if the Order has already been processed, packed or prepared for shipment.
To request cancellation, please contact:
Email: gearhub.sb@outlook.com
Please include:
- Order number
- Full name
- Contact information
- Reason for cancellation
If the cancellation is approved, any applicable refund will be processed through the original payment method where practicable.
If the Order has already been shipped, you may need to follow the applicable return procedure instead.
10. Inspection of Returned Products
All returned products may be inspected when received.
A return or refund request may be rejected where, subject to applicable law:
- The product has been substantially damaged through misuse
- The product is incomplete
- Parts or accessories are missing
- The product has been materially altered
- The product cannot reasonably be matched to the original Order
- There is insufficient information to verify the purchase
- The request is made outside the applicable return period
The condition of the returned product will be considered when determining the appropriate resolution.
11. Pet Food, Consumable & Hygiene Products
For health, safety and hygiene reasons, opened or used pet food, treats, litter, hygiene products and other consumable products may not be eligible for return or exchange, except where the product is defective, damaged, incorrect, unsafe or otherwise covered by applicable consumer protection requirements.
If you receive a damaged or defective consumable product, please contact us promptly and provide photographs or other supporting evidence.
12. Missing Items
If an item appears to be missing from your Order, please contact us as soon as possible.
Please provide:
- Order number
- Product name
- Photos of the received parcel and packaging
- Delivery information
- Any other relevant evidence
We will review the Order and delivery information and, where appropriate, arrange the missing item or another suitable resolution.
13. Processing Time
Return, refund, exchange and cancellation requests are generally reviewed within a reasonable business timeframe.
Processing times may vary depending on:
- The complexity of the request
- Product availability
- Return shipping
- Product inspection
- Payment provider processing
- Information required to verify the request
We appreciate your patience while we review your request.
14. Consumer Rights
Nothing in this Refund, Return & Exchange Policy is intended to exclude, restrict or limit any rights or remedies that cannot legally be excluded under applicable Malaysian law.
The Consumer Protection Act 1999 (Act 599) provides statutory guarantees relating to goods and includes remedies such as repair, replacement and, in circumstances provided by the Act, refund.
Consumers may also have access to the Tribunal for Consumer Claims Malaysia (TTPM) as an alternative avenue for certain consumer claims.
15. Limitation of Liability
To the maximum extent permitted by applicable law, GEAR HUB SDN BHD will not be responsible for indirect, incidental or consequential losses arising from matters outside our reasonable control, including third-party payment processing delays, courier delays or temporary technical interruptions.
Nothing in this section limits any liability or consumer right that cannot legally be limited under Malaysian law.
16. Changes to This Policy
We may update or modify this Refund, Return & Exchange Policy from time to time to reflect changes to our products, services, business practices or applicable laws.
Any updated version will be published on this page together with the revised Last Updated date.
17. Contact Us
If you have any questions regarding our Refund, Return & Exchange Policy, please contact us:
GEAR HUB SDN BHD
Address:
30, GERAI MPK, JLN HARPER OFF JLN PASAR,
PASAR JAWA, 41400 KLANG, SELANGOR, MALAYSIA
Email: gearhub.sb@outlook.com
Phone: +6011-5874 1679
Customer Service Hours: Monday–Friday, 9:00 AM–6:00 PM