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Return and Refund Policy

Return and Refund Policy

RETURN AND REFUND POLICY

We can only send orders to street addresses in Malaysia. We do not deliver to P.O. Box addresses. It is your responsibility to ensure that you provide the accurate and complete delivery information (including any business name if delivering to a work address). We will not be liable for late delivery or non-delivery of your order resulted by incorrect delivery information.

We are unable to ship to international addresses at this moment.
We reasonably endeavor to comply with your special instructions for an order. However, in some cases where this is not feasible, possible or commercially reasonable, we reserve the right to proceed to prepare the order in accordance with our standard terms.

We have no control over the operating procedure by third party delivery or logistics provider. At the time of delivery, you may be required to acknowledge receipt of the products to the delivery personnel. By doing so, you agree that you have inspected the package(s) and have ensured that the seal is not damaged. Should the seal be damaged, please check the contents of the package(s) and you may refuse to acknowledge receipt for the parcel.

If you are not able to receive your order on the stipulated delivery date, please contact us at general@bluemartin.com.my. Should the order be unable to be delivered to you successfully after two attempts (or any stipulated number of attempts by our delivery or the appointed logistics provider), the order may be forfeited and we will not refund you any amount that you have spent on your order.

We deliver all orders using our standard packaging materials and do not provide any special packaging at the moment.

We are only able to deliver to one address per order. If you would like to deliver to multiple addresses, please place each order separately for each unique address.

SECTION 1 - STANDARD DELIVERY FOR READY STOCK
Confirmed orders will be shipped out from our warehouse within 1-3 working days) if they are placed by 3:00 pm, Monday to Friday, excluding public holidays.

For orders placed after 3:00 pm on public holidays, on Friday and over the weekend, orders will be processed on the following working day and shipped out from our warehouse within 1-3 working day(s).

Delivery time shall vary depending on factors that are not controlled by us such as order quantity, distance, time of day (peak hours), weather conditions, traffic conditions, etc. The estimated time of arrival for delivery is as follows:

  • Peninsular Malaysia: 3-5 working days for your order to arrive.

  • Sabah/Sarawak: 7-10 working days for your order to arrive.

    Delivery to rural or remote areas may require an additional of 2-3 working days.
    We are unable to guarantee that all orders will be delivered within the stipulated time frame as we are using third party delivery or logistics provider. If we are unable to meet the estimated delivery date, we shall not be liable for any losses, liabilities, costs, damages, charges or expenses arising out of late delivery.

    SECTION 2 - DAMAGES AND ISSUES
    We have a 7-day exchange policy, which means you have 7 calendar days from the date of receiving your product to request an exchange.

    Please inspect your order upon receipt and you may want to exchange your order due to any of the following reasons:

    Reasons
    Damaged
    Defective
    Missing items or parts Website error Description

    The product is damaged during delivery.
    The product does not function as described in its manufacturer specification. Missing items or parts not as described in packaging.

    Change of mind
    The product does not match website specifications, description or image (attributable to an error on website or misinformation).

    Product is no longer needed and will be exchanged for another product.
    Unless otherwise stated in the product description, the general requirements for exchanges are as follows:

• Exchanged product must be shipped back to us at your cost within 7 calendar days from the date of submitting the request for exchange (request to be submitted with photos or a video of the product.

  • You have proof of purchase (order number, invoice, delivery note).

  • The product must be in new condition and returned in the original packaging along with all accessories (including user manual, warranty card, certificate of authenticity) and free gifts or Coupons that came with it.

  • The product must not have been used or installed.

  • All sealed products must not be opened. SECTION 3 - EXCEPTIONS OR NON-EXCHANGEABLE ITEMS

    Certain types of items cannot be exchanged, like perishable goods (such as food products), personal care or hygiene goods (such as beauty products, face masks, tissue products).

    We do not accept exchange on sales items.

    SECTION 4 - EXCHANGE MANAGEMENT
    All goods to be exchanged will require the customer to first submit a request together with photos or a video of the product, via email to general@bluemartin.com.my or contact your respective Sales Personnel. The request will be reviewed by our team and the customer will be notified on the status of the request within 24 hours.