REFUND & RETURN POLICY

ALL RETURNS MUST BE SENT BACK WITHIN 7 DAYS (MALAYSIA) / 14 DAYS (OUTSIDE MALAYSIA) OF RECEIPT.

Keith Kee has a return policy, EXCEPT for accessories, Made-to-orders, and any products that are specifically stated non-returnable. In the event of return of goods, please email us at support@keithkee.com , or WhatsApp +6012-4856863 within 3 days of receiving the goods. Our staff will advise you on the next step to be taken.

1. Returns for change in size are acceptable.
2. Product(s) must be returned to us in unworn, unwashed, and unaltered condition with all tags attached.
3. All returns must include the INVOICE SLIP.
4. Customers may opt for a refund in the form of store credit, or exchange for another product. In the event that the product is of higher value , the customer will have to top up the balance. If the exchange product is of lower value, the remaining balance will be refund in a form of store credit.
5. Customers will be notified once the return parcel has been received and process through e-mail or WhatsApp.
6. Kindly allow up to 7 days for the return to be processed. In the event that a product returned to us is not in its original condition as stated above (No. 2), we reserve the right not to accept the product but to return the product to the customer.
7. Return shipping is borne by the customer. We are not liable for any loss/damage until the parcel is received by us.

DEFECTIVE ITEMS

If the product received is defective/faulty, kindly contact our customer service team and provide your order number, your name and address, details of the product, pictures of the defective area, and the reason for the return.

1. Upon the receipt of the product, we will examine it and will advise you on the status of the replacement or refund (if any) via email or WhatsApp as soon as possible.
2. We advise that all products to be dry-cleaned. We do not guarantee that the products will not be altered (colour runs, shrink, etc) after washed, and if it happens, Keith Kee will not be responsible and no return request will be entertained.
3. An exchange will be done if the product sent to you is defective/faulty.
4. A refund will be processed if the product(s) are not available for exchange.
5. We do not provide cash refund. We will provide you a store credit in which you may utilize it to purchase other available products.
6. There may be 1cm-2cm difference in our given measurements. Please allow 20% of colour variation in real product compared to actual product. Colour of product may vary due to studio lighting. In such cases, the variance are not considered as a defect.
7. In the event the product returned is not faulty, we may at our discretion decide to not replace or refund you for the product, and send the product back to you.

*Exchanges will only be done for a product(s) in its original condition (tag intact, unworn, unwashed and unaltered). Exchanges for product(s) which do not meet all the mentioned conditions will be duly declined.

PRICING

All product prices in the site are fixed. All the prices include shipping fees, except for international orders. Additional charges may apply for all sales involving custom works.

PRODUCT INFORMATION

All product photos are copyrighted. Approval must be given for any photos used. Kindly e-mail us at support@keithkee.com to get approval.

1. Colour of products may vary due to colour calibration of individual’s computer and it might appear darker in reality due to strong lighting used.
2. There might be 1cm-2cm difference in measurements due to batch production and stretchable quality of material.
3. Customers are advised to double check on the product measurements as different design may fit differently.
4. For all Couture clothings, the customer must provide the correct measurements while purchasing, as alterations will be done before shipping out.
5. All Couture apparels are to be dry-cleaned only.
6. Keith Kee does not offer return or refund if the product is not handled as per instructed in the product details.

Made-to-orderS

Made-to-orders are Made-to-order pieces.

1. Customers are allowed to choose colors and fabrics of choice.
2. Full payment MUST be made at checkout.
3. For Couture, please allow up to 30-40 days for production; while Wedding gowns, please allow up to 30-50 days for production.
4. All Made-to-orders are NON-RETURNABLE.

PRODUCT AVAILABILITY

Keith Kee reserves the right to limit the quantities ordered by customers. If an order is reduced in accordance with this clause, the price payable by the customer for that order will be adjusted accordingly.

In the event of the product purchased is no longer available, we will notify you immediately that we are cancelling the order, in which we will refund you in the form of store credit which you may utilize to purchase other available products.

* Keith Kee reserves the right to withdraw any products from the website at anytime and/or remove or edit any materials or content on this website.

PURCHASE & CANCELLATION

ALL ORDERS ARE AUTOMATICALLY DELETED WITHOUT ANY PRIOR NOTICE, IF PAYMENT IS NOT COMPLETED WITHIN 24HRS.

1. Customers have the responsibility to check their order status before the orders are completely shipped.
2. Product(s) placed in your shopping cart does not mean reserved, and may be purchased by others.
3. Once an order has been dispatched, it cannot be cancelled.

* Keith Kee reserves the right to refuse/cancel an order without any prior notice, if the product is no longer available in stock.

PAYMENT

The payment options are:
• Credit card or Debit card
• Direct Online Transfer

Name: Keith Kee Couture Sdn Bhd
Bank: RHB Bank
Account No. : 2142 7700 071327

* Please send a photo/scan of your payment confirmation to support@keithkee.com / WhatsApp +6012-4856863 with your order number within 24 hours.

• ALL PRICES ARE IN MYR (Malaysia Riggit) . CHARGES ARE PAYABLE IN LOCAL CURRENCY AND ACCORDING TO DAILY EXCHANGE RATES.

STORE CREDIT

1. Store Credits issued can only be utilized by the account holder. They are NON – TRANSFERRABLE.
2. Store Credits are only valid if they are inputted during check out.
3. Customers can track available store credits by logging into their accounts.
4. All store credits are only available for 1 YEAR. Any time extension request will not be entertained.
5. All unused store credits past the expiration date will automatically be removed from the customer’s account.

DELIVERY

Keith Kee is responsible to give tracking number to the customers via email after shipment is made. If you have not received any tracking number, please check your Junk mail before e-mailing us at support@keithkee.com, WhatsApp +6012-4856863.

1. All orders are delivered through SKYNET.
2. Keith Kee is unable to amend orders or combine orders which were separately made after it is placed.
3. All orders are delivered in our standard packaging.
4. READY STOCK – All orders are processed and dispatched within 1 to 2 working days upon verification of payment.
5. Made-to-order – All orders are processed and dispatched within 2 to 3 working days after the production of 30 – 50 days.
6. Delivery is carried out during working hours, Monday to Friday, excluding weekends and public holidays.
7. We will notify you if we are unable to meet our estimated delivery date.We shall not be liable to you for any losses, liabilities, cost damages, charges or expenses due to late delivery.
8. Once the dispatch confirmation is e-mailed to you, the product(s) are under the responsibility of our third party postal service providers. We shall not be responsible for any parcels lost in the post, if proof of postage is supplied. Any claim will have to be made with our third party postal service providers, and we will make reasonable effort to assist in compensation claims (if any) .
9. Shipping cost within Malaysia is FREE.
10. International shipping cost is borne by the customer. The shipping cost may vary as the rate depends on the weight of the parcel.

BOUNCED PARCEL

1. Customers will be contacted via e-mail or WhatsApp when we receive any bounced parcels bearing their name.
2. Cost for re-delivery will be borne by the customer. Keith Kee will bear the cost of re-delivery if it is deemed as an error on our part.
3. Details regarding the re-delivery will be provided via e-mail or WhatsApp.
4. Any unclaimed bounced parcels after 30 days grace period will be forfeited.

Keith Kee reserves the rights to make amendments to any of the above Terms & Conditions. [last updated 1st September 2020]