Exchange/Return Policy

Malaysia Customers

We know our customers are eagerly waiting for our products to reach them safely. Therefore, we try our very best to pick the items with best condition and pack them with layers of protection to prevent any damages caused in the process of delivering. However, we are also aware that accidents do happen and they are beyond our control. In the event that goods received are faulty OR damaged while shipping, we are terribly disheartened and we know our customers feel the same way too. We will arrange for free return shipping from our customer to do an Exchange/Return.

Exchange/return is limited to 1 time for 1 order. 

We accept returns and exchanges if all criterias below are met:  the product and packaging is returned in receiving condition:- unwashed, unused, original packaging boxes with all accessories intact, plastic wrapping and tags intact

Procedures for initiating a return/exchange:

1. Notify us of your wish to return at support@pots.com.my within 3 days from receiving date stating​
   • Order ID
   • Item Code, Description
   • Reason for exchange/return
   • Pictures showing the condition of item when received including outer parcel wrapping (damages/dents/scratches etc)
   *Please note that there will be no cash refunds for return. Refund, when applicable will be made in the form of credit voucher with a validity period of 6 months, non-extendable. The credit voucher can be used for any item in our online store.
2. Make sure the product and packaging is returned in its original condition:- unwashed, unused, original packaging boxes with all accessories intact, plastic wrapping and tags intact. If the goods/products has been used or damaged by the customer, we will reject the exchange.
3. Kindly mail us the item, together with the invoice, back to us within the next 5 working days. 
4. Upon successful verification of the item received as per our exchange/return policy, we will inform you and process the return accordingly. A credit voucher will be issued to you and you can use it for your future purchases. Kindly note that this process may take up to 20 working days from the parcel return date. 

International Customers

We apologize for not being able to accept returns for International customers due to the high cost and high risk of international long distance shipments. We would encourage you to get your parcel insured for high cost products. Please talk to us, we will be happy to assist you.

***POTS KITCHENWARE SDN. BHD. (917838-D) reserves the rights to amend any of the policies above
Please contact us at support@pots.com.my if you have any questions or doubts.