Shipping & Refund Policy
Standard delivery for Ready Stock Without Logo or Without Customisation
Our aim is to have your items shipped to you as fast as possible. CTW ENTERPERISE SDN BHD (CTW) aims to deliver the products around 2 - 3 business days within West Malaysia upon received payment on purchase order, 3 - 5 business days to East Malaysia and overseas order will be further advised.
We are unable to guarantee that all orders will be delivered within the stipulated time frame as we are using third party courier service such as PosLaju, Nationwide, Aramex and GDex.
CTW has no control over the operating procedure by the third party courier services. Hence, in the case of delay in product delivery, CTW will notify users via email or mobile message. If users did not receive any email from CTW more than 2 weeks, kindly contact firstname.lastname@example.org.
If we are unable to meet the estimated delivery date CTW shall not be liable for any losses, liabilities, costs, damages, charges or expenses arising out of late delivery. If you are unavailable to take delivery or collection, we may leave a card giving you instructions on either re-delivery or collection from the carrier services.
To track your order, please use the tracking ID sent to you in the confirmation email or mobile message of your items have been shipped out. As a precaution, please keep the receipt of the delivered product.
In the rare circumstance that your item has a defect or is missing from your order please contact CTW at email@example.com.
Standard delivery for Pre-order (Ready Stock Product With Logo or Fully Customized Products)
Delivery for pre-order items will be dispatched in 5 to 10 business days onwards after onlinepremiumgifts.com receive the products. Kindly notes some items may require 45 days for special customized items or imported items. If items were out of stock from the manufacturer and users do not wish to wait for the products, onlinepremiumgifts.com will fully refund in CASH TERM.
Our policy lasts 7 days. We can’t offer you a refund or exchange if 7 days have gone by since your purchase.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase. There are certain situations where only partial refunds are granted: (if applicable)
· Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
· Any item that is returned more than 7 days after delivery.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
· If you haven’t received a refund yet, first check your bank account again.
· Then contact your credit card company, it may take some time before your refund is officially posted.
· Next contact your bank. w
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. Logo with pre-printed items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and send your item to: 67 & 69, Jalan SBC1, Taman Sri Batu Caves,
68100 Batu Caves, Selangor Darul Ehsan.
To return your product, you should mail your product to: 67 & 69, Jalan SBC1, Taman Sri Batu Caves,
68100 Batu Caves, Selangor Darul Ehsan.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over RM50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.