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Return Policy

RETURNS / EXCHANGES

ALL RETURNS MUST BE SENT BACK WITHIN 7 DAYS (MALAYSIA) / 20 DAYS (OUTSIDE MALAYSIA) after contacting penanbag.my@gmail.com

Please note the following exceptions to our return and exchange policy:

  • Discounted items are final and cannot be returned or exchanged
  • Returned items must have tags still on and be returned in original packaging
  • Returned items must have no visible signs of wear or use
  • Accessories cannot be returned or exchanged
Items must be in its original condition (tag intact, unworn, unwashed and unaltered). Exchanges for articles which do not meet all mentioned conditions will be duly declined. 

Our customer service will get back to you once a return item is received by us and we will email your credit voucher once the item is received. This normally takes from 4-6 weeks.

All returns which do not meet the above-mentioned criteria will be strictly declined and forfeited.

Return Reasons
Reason (i) Unsatisfactory Items
Reason (ii) Defective Items
Descriptions
- Item does not fit
- Do not like the item
- Quality not up to expectation
- and all reasons under (iii)
-Item torn
-Item big stained
(iii) ALL Reasons listed below (a-f) are NOT considered defects:
a) colour variation from product photos, e.g. fuschia vs red.
b) slight design variation from product photos, e.g. weave patterns and arrangements, etc .
c) Slight size variation of within ±1cm on measurements
d) Self-inflicted damage or cut to the product.
e) Customer's subjective opinions on product quality and preference.
*Proof of defect must be verified by PENANBAG.MY Return to be eligible*
Return Shipping costs
Borne by Buyer
FULL REFUND by PENANBAG.MY
Exchange Shipping costs
Borne by Buyer
Borne by PENANBAG.MY
Initial Shipping costs (processing fees*)
Borne by Buyer
Borne by PENANBAG.MY
Buyer receives
Return Credit Note (NO CASH REFUND) = Item price - (minus) Initial Shipping Costs*
*store credit valids for 100 days*
PENANBAG.MY will send a brand new exact piece to buyer once the defective item is received.

Out of Stock Refund
When a product you ordered is sold out, we will make a refund to you.

We re-check all the items before we ship it out, if the item is defected and we do not have enough stock, this means that your product is no longer available for shipping.

We try our best to most efficiently notify our customers and update our system as frequently as possible to prevent such cases, however these instances are sometimes inevitable and we sincerely apologise for any inconvenience.

  • Refunds will take up to 4 weeks.
  • Replacement product will take up to 2 weeks. 
  • Store credit will be emailed to you and can be used within 2 weeks. 
Return address is given below.

LG-26
CENTRAL ICITY MALL
ICITY, SECTION 7
40000 SELANGOR

Customer Service:
Email: penanbag.my@gmail.com