- About This Policy
This Policy applies to Goods purchased directly from https://pckngo.com/, operated by PACK & GO SDN BHD, registration number 202601014134 (1676232-P).
Please retain Your Order confirmation or receipt.
Nothing in this Policy limits statutory rights or remedies under applicable Malaysian law.
Eligible Issues
You may contact Us for a return, replacement, exchange or refund where:
• We supplied a different item, model, size or colour from the one ordered.
• The Goods materially differ from the advertised description or specifications.
• The Goods arrived damaged, defective or with missing included parts.
• Delivery exceeded the stated seven-Working-Day timeframe after payment confirmation.
Relevant luggage and backpack defects may include cracked shells, broken wheels, faulty handles or locks, damaged zippers, torn seams or missing included accessories.
Available remedies depend on the circumstances and applicable law.
Reporting an Issue
Please report visible damage, incorrect items or missing parts within 24 hours of receipt where reasonably possible. Prompt reporting helps Us investigate delivery-related issues.
For defects that become apparent later, contact Us promptly after discovery.
The 24-hour reporting request does not automatically disqualify a valid statutory claim.
Supporting Evidence
Please email pack-n-go@outlook.com with:
• Your name and Order number.
• A description of the issue and when it was discovered.
• Clear photographs of the Goods and relevant packaging.
• The shipping label and proof of purchase.
• Any available video showing the issue.
We recommend recording a continuous unboxing video beginning with the unopened parcel and readable shipping label.
For functional issues, a short demonstration of the zipper, wheel, handle or lock may help. Do not continue testing if doing so could cause injury or further damage.
An unboxing or first-use video is helpful evidence, but its absence alone will not automatically defeat a claim supported by other reasonable evidence or applicable law.
Change-of-Mind Requests
We do not offer voluntary returns solely because You changed Your mind, selected the wrong option or found a lower price elsewhere, unless We expressly agree.
An item not meeting an airline’s baggage limits is not automatically defective where its dimensions were accurately described.
Minor photographic colour differences and normal wear from use are not ordinarily grounds for a return. Material misdescription or defects remain subject to applicable remedies.
Clearance or sale status does not remove statutory rights relating to defective or misdescribed Goods.
Return Instructions
Contact Us before sending Goods back. We will provide the appropriate return address and instructions.
Keep the Goods, packaging, tags and supplied accessories while the issue is reviewed. Return all available locks, keys, straps and other included components.
Do not use the listed business address as a return destination unless We confirm it.
Missing packaging will be assessed reasonably and will not automatically remove a statutory remedy.
Return Costs
We will arrange or cover reasonable return delivery costs for verified incorrect, defective, damaged or materially misdescribed Goods.
Please obtain approval before selecting an unusually expensive return service.
If We separately agree to a voluntary return, any applicable shipping costs and conditions will be explained before You proceed.
Assessment and Remedies
We may request further information or inspect returned Goods to understand the issue.
Depending on the circumstances, the remedy may include repair, replacement, exchange, a proportionate refund or a full refund, consistent with applicable law.
An exchange for a different product requires agreement on availability and any price difference. Store credit will not be substituted for an entitled monetary refund without Your agreement.
Delayed or Lost Orders
If delivery exceeds seven Working Days after payment confirmation, contact Us with Your Order number. We will investigate and discuss delivery, replacement or cancellation and refund arrangements as appropriate.
If an Order is cancelled because of late delivery but subsequently arrives, notify Us. We will arrange any required collection at Our expense.
If a parcel is confirmed lost, We will arrange a replacement or refund as appropriate. You do not need to return Goods that were never received.
Refund Processing
Approved refunds will normally be returned through the original payment method. If that is unavailable, We will agree on another suitable method with You.
We will confirm when the refund has been initiated. The time for funds to appear depends on the payment provider or bank.
Refunds for partially affected Orders normally relate to the affected Goods and any attributable charges. Any lawful entitlement to a broader remedy remains unaffected.
Damage After Receipt
Damage caused by misuse, overloading, accidents or subsequent handling by airlines or other carriers is generally outside Our voluntary return arrangements.
This does not exclude claims concerning an underlying defect present when the Goods were supplied.
Contact Us
PACK & GO SDN BHD
202601014134 (1676232-P)
Email: pack-n-go@outlook.com
Website: https://pckngo.com/