Return, Refund and Exchange Policy

At KKE FISHING SDN. BHD., we aim to ensure that all Goods are accurately described, properly checked, securely packed, and delivered to our customers in good condition.

This Return, Refund & Exchange Policy explains the circumstances under which an Order may qualify for a return, refund, or exchange.

Unless one of the circumstances specifically listed in this Policy applies, all Goods sold by KKE FISHING SDN. BHD. are non-refundable and non-exchangeable.

Please read this Policy carefully before placing an Order.

Definitions

For the purposes of this Return, Refund & Exchange Policy:

  • “Company” (referred to as either the “Company”, “We”, “Us” or “Our” in this Policy) refers to KKE FISHING SDN. BHD., with its address at NO 5, JALAN MAJU JAYA PUSAT, PERNIAGAAN MAJU JAYA, 14000, BUKIT MERTAJAM, PULAU PINANG, MALAYSIA.
  • “Goods” refers to the items offered for sale on the Service, including fishing rods, fishing reels, fishing lines, hooks, lures, fishing accessories, and other fishing-related products.
  • “Orders” means a request by You to purchase Goods from Us.
  • “Service” refers to the KKE FISHING SDN. BHD. website, accessible from https://kkefishing.com/.
  • “You” means the individual accessing the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
  • “Return” means the process of sending eligible Goods back to the Company in accordance with this Policy.
  • “Refund” means the reimbursement of an eligible amount paid by You for Goods in accordance with this Policy.
  • “Exchange” means the replacement of eligible Goods with the correct or replacement Goods, subject to availability and approval by the Company.
  • “Delivery Date” means the date on which the Goods are recorded as delivered to the Delivery Address provided by You.

1. General Return and Refund Policy

Unless otherwise required by applicable law, Goods sold by KKE FISHING SDN. BHD. are not exchangeable and are not refundable.

We do not accept returns, refunds, or exchanges simply because:

  • You have changed Your mind;
  • You ordered the wrong product;
  • You selected the wrong size, model, colour, specification, or variant;
  • You no longer require the Goods;
  • You found the Goods cheaper elsewhere;
  • You ordered the wrong quantity;
  • You no longer want the Goods;
  • The Goods were purchased for an event or activity that has already passed.

However, an Order may qualify for a return, refund, or exchange where one of the eligible circumstances described in this Policy applies.

2. Circumstances Where a Return, Refund or Exchange May Be Accepted

A return, refund, or exchange request may be considered where:

2.1 Wrong Item Sent

The Company sent You an item that is different from the item You ordered.

For example:

  • You ordered a particular fishing reel but received a different model;
  • You ordered a specific fishing rod but received another model;
  • You ordered a particular fishing line but received a different product;
  • You received a product that does not correspond to the Order details.

The Company may request photographs, an unboxing video, Order details, or other supporting evidence to verify the issue.

2.2 Item Does Not Match the Advertised Information

The purchased Goods may qualify for a return, refund, or exchange where the Goods received materially do not match the specifications, description, features, or other material information advertised on the Service.

This may include situations where the Goods received materially differ from:

  • The advertised product model;
  • Product specifications;
  • Product size;
  • Product quantity;
  • Advertised features;
  • Advertised product type;
  • Other material product information displayed on the Service.

Minor differences caused by photography, lighting, screen settings, packaging changes, or reasonable manufacturing variations may not constitute a product mismatch.

2.3 Goods Are Damaged Upon Delivery

If the Goods are damaged during delivery and arrive in a damaged condition, You may submit a return, refund, or exchange request.

Examples may include:

  • Broken fishing rod components;
  • Cracked or damaged product parts;
  • Severely damaged packaging that has affected the Goods;
  • Other physical damage that occurred before or during delivery.

You must provide the required evidence described in this Policy.

2.4 Goods Are Defective Upon Delivery

If the Goods are defective when received, You may submit a return, refund, or exchange request.

A defect must relate to a fault or issue with the Goods and must not have been caused by:

  • Improper use;
  • Accidental damage;
  • Misuse;
  • Modification;
  • Neglect;
  • Incorrect installation or assembly;
  • Failure to follow manufacturer instructions;
  • Normal wear and tear;
  • Damage occurring after delivery.

Where applicable, the Company may request a video demonstrating the issue during the first use of the Goods.

2.5 Delivery Exceeds the Stated Delivery Timeline

If Your Order exceeds the applicable delivery timeline stated in the Company’s Shipping Policy, You may contact the Company to request an investigation and appropriate resolution.

The Company may first investigate the delivery status with the relevant courier or delivery provider.

A delayed delivery does not automatically result in an immediate refund where the delay is caused by circumstances outside the Company’s reasonable control. The Company will assess the circumstances of the delay and determine the appropriate resolution in accordance with applicable law.

3. Evidence Required for a Return or Refund Request

To protect both customers and the Company and to allow Us to properly investigate a claim, You are required to provide sufficient evidence for any return, refund, or exchange request.

Depending on the nature of the claim, the Company may require the following:

3.1 Continuous Unboxing Video

You must provide a clear and continuous unboxing video showing:

  1. The parcel before it is opened;
  2. The unopened condition of the parcel;
  3. The shipping label;
  4. The external packaging;
  5. The process of opening the parcel;
  6. The internal packaging;
  7. All Goods received;
  8. The condition of the Goods immediately after opening.

The video should clearly show that the parcel has not been opened before the recording begins.

The video should be continuous and should not contain cuts, edits, or missing sections that prevent the Company from verifying the condition and contents of the parcel.

3.2 First-Use Video

Where applicable, You may also be required to provide a clear video showing the first use of the item.

This may be particularly relevant where the claimed issue concerns:

  • Product functionality;
  • Mechanical operation;
  • Reel operation;
  • Product performance;
  • Defects that cannot be identified from photographs alone;
  • Other functional problems.

The video should clearly demonstrate the issue being reported.

You should avoid modifying, repairing, disassembling, or otherwise altering the Goods before the Company has reviewed the claim.

3.3 Photographs

The Company may request clear photographs showing:

  • The Goods received;
  • The product label;
  • The product packaging;
  • The shipping label;
  • Any visible damage;
  • Any defect;
  • The product model or specification;
  • The complete contents of the parcel.

Photographs should be clear enough for the Company to properly assess the reported issue.

3.4 Order Information

You may be required to provide:

  • Order number;
  • Name used to place the Order;
  • Email address;
  • Date of purchase;
  • Product name;
  • Product quantity;
  • Delivery information;
  • Proof of payment where applicable.

3.5 Other Supporting Evidence

The Company may request additional reasonable evidence where necessary to investigate a claim.

This may include:

  • Courier information;
  • Delivery records;
  • Additional photographs;
  • Additional videos;
  • Product serial numbers;
  • Packaging information;
  • Other relevant documentation.

Failure to provide reasonably requested evidence may prevent the Company from properly assessing the claim.

4. 24-Hour Reporting Period

All return, refund, and exchange requests must be submitted to the Company within 24 hours of receiving the Goods.

You must contact Us at:

kkefishing@outlook.com

within the 24-hour period.

The request should include sufficient information for Us to identify the Order and understand the issue.

The 24-hour period begins from the recorded delivery date of the Order.

For example, if the courier records the Order as delivered at 2:00 PM on Monday, the request should be submitted no later than 2:00 PM on Tuesday.

5. Late Requests

Requests submitted after the 24-hour reporting period will not be accepted, unless otherwise required by applicable law or expressly agreed by the Company.

Customers are therefore strongly advised to inspect their Orders immediately upon delivery.

If You are purchasing Goods on behalf of another person, business, or organisation, You are responsible for ensuring that the Goods are inspected within the applicable 24-hour period.

6. Requests Without Required Evidence

A return, refund, or exchange request submitted without the required supporting evidence may not be accepted.

In particular, the Company may reject a claim where the customer fails to provide:

  • The required continuous unboxing video;
  • A first-use video where applicable;
  • Clear photographs;
  • Order details;
  • Other evidence reasonably requested by the Company.

This evidence requirement is intended to allow the Company to verify the condition of the Goods and determine whether the issue occurred before, during, or after delivery.

7. How to Submit a Return, Refund or Exchange Request

To submit a request, You should email:

kkefishing@outlook.com

The email should include:

Subject: Return / Refund / Exchange Request – [Order Number]

Please provide:

  • Order number;
  • Customer name;
  • Contact information;
  • Product name;
  • Date the Order was received;
  • Description of the issue;
  • Clear photographs;
  • Continuous unboxing video;
  • First-use video, where applicable;
  • Any other supporting information requested by the Company.

Incomplete requests may require additional information before the Company can begin its assessment.

8. Review and Assessment

Once a request is received, the Company will review the information and supporting evidence provided.

The Company may assess:

  • Whether the request was submitted within 24 hours;
  • Whether the correct Goods were ordered;
  • Whether the Goods received match the Order;
  • Whether the Goods match the advertised specifications;
  • Whether the Goods were damaged or defective upon delivery;
  • Whether the reported issue resulted from delivery;
  • Whether the Goods have been used or modified;
  • Whether the evidence sufficiently demonstrates the claimed issue.

The Company may contact You for additional information where necessary.

Submission of a request does not automatically mean that the request has been approved.

9. Approval of Return

If the Company determines that a return is appropriate, We will provide You with instructions regarding the return process.

You should not send Goods back to the Company without receiving return instructions, unless otherwise required by applicable law.

The return instructions may include:

  • Return address;
  • Packaging requirements;
  • Courier arrangements;
  • Required documents;
  • Return reference number;
  • Other applicable instructions.

Goods returned without prior approval may not be accepted.

10. Condition of Returned Goods

Where a return is approved, the Goods should be returned in the condition required by the Company and applicable law.

Where reasonably possible, You should retain:

  • Original packaging;
  • Product labels;
  • Accessories;
  • Manuals;
  • Documentation;
  • Other items originally supplied with the Goods.

You should package the Goods securely to minimise the risk of damage during return transportation.

11. Exchange Policy

Where a claim is approved and an exchange is appropriate, the Company may replace the affected Goods with:

  • The correct product;
  • The correct model;
  • A replacement item;
  • Another equivalent item where agreed.

Exchanges are subject to product availability.

If the exact replacement product is unavailable, the Company may discuss an alternative resolution with You, which may include a refund or another appropriate remedy, subject to applicable law.

12. Refund Policy

Where a refund is approved, the amount refunded will generally correspond to the eligible amount paid for the affected Goods.

The refund method may depend on the original payment method and the Company’s payment processing arrangements.

Refund processing may require reasonable processing time after the Company approves the refund.

The Company will not be responsible for delays caused by banks, payment providers, card issuers, or other third-party financial institutions.

13. Refund for Wrong Item

If the Company confirms that the wrong item was sent, the Company may provide an appropriate remedy, which may include:

  • Replacement with the correct item;
  • Exchange;
  • Refund of the affected item;
  • Another appropriate resolution agreed with the customer.

The remedy will depend on product availability, the circumstances of the error, and applicable law.

14. Refund for Damaged or Defective Goods

If the Company confirms that the Goods were damaged or defective upon delivery, an appropriate remedy may be provided.

Depending on the circumstances, this may include:

  • Replacement;
  • Exchange;
  • Repair where appropriate;
  • Refund;
  • Other remedy available under applicable law.

The Company may require the Goods to be returned for inspection before a final resolution is provided.

15. Items That Do Not Qualify

Unless otherwise required by applicable law, the following situations generally do not qualify for a return, refund, or exchange:

  • Change of mind;
  • Incorrect product selection by the customer;
  • Incorrect size, model, colour, or variant selected by the customer;
  • Ordering the wrong quantity;
  • No longer wanting the product;
  • Personal preference;
  • Product used incorrectly;
  • Accidental damage;
  • Damage caused by misuse;
  • Damage caused by modification;
  • Damage caused by improper storage;
  • Damage caused after delivery;
  • Normal wear and tear;
  • Failure to follow manufacturer instructions;
  • Requests submitted after the 24-hour period;
  • Requests without sufficient supporting evidence.

16. Used or Modified Goods

Goods should not be modified, repaired, disassembled, altered, or otherwise tampered with before the Company has assessed a reported defect.

Where a product issue is reported after the Goods have been modified or improperly used, the Company may be unable to determine whether the issue existed before delivery.

Any assessment will be made based on the circumstances and applicable law.

17. Fishing Equipment and Product Damage

Fishing equipment should be used according to the manufacturer’s specifications and intended purpose.

The Company may not accept claims relating to damage caused by:

  • Excessive force;
  • Incorrect fishing technique;
  • Using a fishing rod beyond its recommended specifications;
  • Using an incompatible reel or line;
  • Exceeding recommended line strength or lure weight;
  • Accidental impact;
  • Dropping the product;
  • Improper storage;
  • Exposure to conditions for which the product was not designed;
  • Modification or repair;
  • Normal wear and tear.

Customers should review the manufacturer’s product specifications before using fishing equipment.

18. Return Shipping

Where a return is approved, the Company will provide the applicable return instructions.

Whether return shipping is arranged or reimbursed may depend on the reason for the return and the outcome of the Company’s assessment.

Where the Company determines that the issue resulted from an error attributable to the Company, an appropriate return arrangement may be provided, subject to applicable law.

Where a return is not covered under this Policy, the Company is not required to accept or reimburse the return unless otherwise required by law.

19. Delivery Delay Claims

Where a customer submits a claim because the Order has exceeded the delivery timeline stated in the Shipping Policy, the Company may first investigate the shipment with the relevant courier.

Customers should provide:

  • Order number;
  • Delivery address;
  • Tracking information, where available;
  • Date of Order;
  • Other relevant information requested by the Company.

The Company will assess the circumstances of the delay before determining whether a refund or other remedy applies.

Courier delays caused by circumstances outside the Company’s reasonable control may be handled differently depending on the circumstances and applicable law.

20. Multiple Items in One Order

If an Order contains multiple Goods and only one or some of the Goods are affected by an eligible issue, the Company may limit the approved refund, exchange, or replacement to the affected Goods.

A problem affecting one item does not automatically make all other Goods in the same Order eligible for a refund or exchange.

21. Promotional and Discounted Items

Unless otherwise stated at the time of purchase, promotional or discounted Goods remain subject to this Return, Refund & Exchange Policy.

A discounted price does not automatically prevent a customer from exercising any rights that cannot legally be excluded under applicable law.

22. Wholesale and Bulk Orders

Bulk or wholesale purchases may be subject to additional terms agreed between the Company and the wholesale customer.

The Company may establish separate return, refund, replacement, or exchange arrangements for wholesale or bulk Orders depending on:

  • Quantity purchased;
  • Product type;
  • Agreed payment terms;
  • Agreed delivery terms;
  • Commercial arrangements;
  • Nature of the Order.

Where separate written terms have been agreed for a wholesale or bulk Order, those terms may apply to the extent permitted by applicable law.

23. No Automatic Refund or Exchange

Submitting a request does not guarantee approval.

The Company will review each request based on the information and evidence provided.

A refund or exchange will only be processed after the Company determines that the request meets the applicable requirements of this Policy and applicable law.

24. Customer Cooperation

Customers are expected to cooperate reasonably with the Company during the investigation of a return, refund, or exchange request.

This may include:

  • Providing additional information;
  • Providing clearer photographs or videos;
  • Returning the Goods for inspection;
  • Providing Order information;
  • Following return instructions;
  • Keeping the original packaging where requested.

Failure to reasonably cooperate may delay the assessment or prevent the Company from determining the appropriate resolution.

25. Fraudulent or Misleading Claims

The Company reserves the right to reject claims where there is reasonable evidence that:

  • Evidence has been altered or manipulated;
  • The claim contains materially false information;
  • The Goods were damaged after delivery;
  • The Goods were intentionally damaged;
  • The Goods were improperly used;
  • The customer attempted to obtain an unjustified refund or replacement.

The Company may take appropriate action where fraudulent or abusive activity is suspected, subject to applicable law.

26. Legal Rights

This Policy is intended to establish the Company’s normal return, refund, and exchange procedures.

Nothing in this Policy is intended to exclude, restrict, or remove any consumer rights, guarantees, remedies, or protections that cannot legally be excluded or limited under applicable Malaysian law.

Where applicable law provides a customer with rights beyond this Policy, those legal rights will continue to apply.

27. Changes to This Policy

The Company reserves the right to update or modify this Return, Refund & Exchange Policy from time to time.

Changes may be made to reflect:

  • Changes in business operations;
  • Changes in products;
  • Changes in return procedures;
  • Changes in payment methods;
  • Changes in delivery arrangements;
  • Changes in applicable laws or regulations.

The updated Policy will be published on the Service with a revised “Last Updated” date.

28. Governing Law

This Return, Refund & Exchange Policy shall be governed by and construed in accordance with the laws of Malaysia.

Any dispute arising from or relating to this Policy, a return, refund, exchange, Order, or Goods purchased from the Company shall be subject to the applicable laws and jurisdiction of the courts of Malaysia.

Where legally permissible, the courts having appropriate jurisdiction in Pulau Pinang, Malaysia may hear and determine disputes relating to this Policy.

Nothing in this section prevents You from exercising any mandatory rights or remedies available under applicable Malaysian law.

29. Contact Us

For all return, refund, or exchange requests, please contact the Company within 24 hours of receiving Your Goods.

KKE FISHING SDN. BHD.
NO 5, JALAN MAJU JAYA PUSAT,
PERNIAGAAN MAJU JAYA,
14000, BUKIT MERTAJAM,
PULAU PINANG, MALAYSIA

Email: kkefishing@outlook.com
Website: kkefishing.com