We will recommend you check your ordered items and take photos upon receipt. If you do not completely satisfy with the ordered items received, you may apply for the return and refund of the purchased item to us within SEVEN (7) business days of your receipt of the product subject to the following conditions:

1. You may only apply for the return or refund of the purchased product in the following circumstances:

  • You received wrong item;
  • You received incomplete item (missing quantity);
  • You received item that is materially different from the description provided by us in the listing of the item;
  • You received item that has physical damage (e.g. shattered, dented); OR
  • You received that is faulty (e.g. manufacturing defect, mouldy, contaminated with foreign substance).

2. The general requirements for returns are as follows:

  • You have proof of purchase (order number for online purchase and receipt for retail outlet purchase); AND
  • The product must be in new condition and returned in the original selling condition and unopened packaging along with all original accessories and any free gifts, vouchers received with it.

3. We will not accept any returned products if:

  • the item is missing original packing or product labels;
  • the item has been worn or stretched out;
  • the item has been washed or ironed;
  • the item has been received by you for more than 7 days;
  • the item was purchased for someone else who simply does not want it; OR
  • the item has no material defects and you simply changed your mind because of wrong selection, colour, size, model or specification, product not meeting expectation etc.

4. If your return meets all the requirements above and you wish to proceed with the return, please email us at info@rockqueen.com.my or WhatsApp us at 6019-7567912 with the following details:

  • Order No. (online purchase) or Receipt No. (retail outlet purchase);
  • Reason for return;
  • Photo proof of items received;
  • Request for Refund or Exchange; AND
  • Bank Account No (for refund request only).

5. We will verify the return reason, and if we find your reason is reasonable as a result of unforeseen error at our end (as listed in subclause B(1) above), we will arrange free return shipping for you to return the item to us. We will conduct an evaluation within SEVEN (7) days starting from the day we receive your returned items. You will receive an email confirmation once the returned item is received from our end.

6. If your return is valid, we will process your refund or exchange, based on what you have indicated in you return request details. For a refund request, we will reimburse you with a full refund of the purchase price paid and shipping fees to your designated bank account. For an exchange request, we will arrange the free delivery of the newly replaced item to you at the address you provide us in the original order.

7. If your return is not valid, we will notify you and arrange the items to be returned to you (a delivery fee will be chargeable to you). We reserve the right to reject any return, exchange, refund deemed unfit or unreasonable.

8. To return your purchase, please ship to the following address:

BEN JAWI VENTURES SDN BHD
15-02 Jalan Elektron E U16/E, Denai Alam,
40150 Shah Alam, Selangor.

Please contact us at +6019-7567912 or info@rockqueen.com.my if you have any questions or doubts.