FAQ

1. How to request for product cancellation?

You can request for cancellation after completing payment and if product has not been dispatched by then, cancellation request is approved and you can receive refund. But, in case seller has already dispatched product, cancellation request can be rejected.

2. How to request for product return?

You can request for return after obtaining product, you should send the product in question to seller. After seller checks if returned product is flawed, and approves your request, return is completed and payment is refunded.

3. How to request for product exchange?

You can request for exchange if wrong product is shipped, you should send the product in question to seller. After seller checks if returned product is flawed, seller approves your request, and re-sends new product.

4. Where the products shipped from?

No. 1, Jalan Nagasari 11, Taman Nagasari, 13600 Perai Pulau Pinang, Malaysia.

5. What are the conditions when products cannot be returned/ exchanged?

a. When request due to change of mind is made after 7 calendar days following delivery date
b. When product is used, destroyed or damaged
c. When tag attached to product is removed or package of product is opened and product value is damaged
d. When sealed package is opened or packaging materials are lost
e. When too much time has passed and product value has so decreased that its re-sale is not possible
f. When return/exchange request is made for customized product such as hand-made shoes or accessories
g. When components of product (including free gift) have been used or lost
h. When buyer did not follow instructions included in product

6. In what conditions, returns/ exchange are not available?

As e-voucher products are immediately sent to your e-mail, returns/exchanges are not available. Please take note of this before purchase, and input your e-mail address correctly.

As Mobile Top-up products are directly reloaded on your cell phone number, returns/exchanges are not available. Please take note of this before purchase, and enter your cell phone number correctly.

7. How should I do if I have doubts on my Cancellation/ Return/ Exchange/ Refund/ Shipment/ Delivery?

Kindly contact Z-Store Customer Service +6017-4338503/ +6016-4210941 or email us at care@zstore.com.my. We will do our best to help you.