Return Policy

1. What is the WATERMELON Returns policy?

Good sold are not returnable. If in any situation that customer insists on returning the product within 7 days from the date of purchase (countdown starts from the date you received the item), we will charge restocking fee of 30% or more, subjected to the requirements of valid return and reasons of return stated below.

            - Prior to any return, please fill up the Return Form.
            - Any return without instruction from us will be rejected and no refund/replacement will be proceeded.
           


2. What are the requirements for a valid return?

The purchaser need to provide all the following documents for a valid return.

  • Proof of purchase (order number, tax invoice, etc.).
  • Bank details if the original payment is made via iPay88.
  • Include printed Shipping Label and Watermelon Tax Invoice. 
  • Reason for return has to be valid (check out #3).
  • Other general requirements for valid return also includes the following terms and conditions:
    • The product must not fall into the non-refundable product list. Example: Electronic products with warranty activated or seal broken.
    • The goods must be in new condition and returned in the original packaging along with all accessories (including manuals, certificate of authenticity).
    • The product must not have been used or installed or had any data inputted. All sealed items must not be opened.
    • Delivery charges are non-refundable.
    • Buyer will be responsible for any charges incurred in returning the item back to us.



3. What are the valid reasons for return?

If you have any issues with items in your order it/they can be returned for a refund/replacement. We do not refund/replace for change of mind.

        Valid Reasons

  • Wrong product shipped
  • The product dead on arrival (Before signing the delivery confirmation paper, make sure you have inspected the shipment for damage. If the product is damaged, you may refuse the shipment and ask the courier to return it.)
  • The product has manufacturing defects
  • The product did not match the description on the Website
  • Missing items/parts as indicated in the packaging or packing list

        Invalid Reasons

  • Customer - change of mind
  • Customer do not know how to use the product
  • Product did not meet customer’s expectations
  • Product no longer needed
  • Incorrect product or specifications ordered (Customer selected wrong option, quantity or variation)
  • Wardrobing  & deliberate fraud
  • Cross-retailer return
  • Switch fraud (Purchasing a working product, and returning a damaged or defective identical item that was already owned)
  • Product damaged during delivery by courier and third party transportation services
  • Lack of information



4. How do I request to return an item?

Fill in our Online Return Form by clicking this link. Our staffs will revert within 48 hours. Contact our Customer Service if you are unable to access the Online Returns Form. We are happy to help you with your return.


         


5. How do I track my return status?

You can track return status by contacting us at hello@watermelon.com.my.



6. How long is the whole return process take?

The whole return process may take up to 10 - 14 business days.



7. Where to return?

Kindly have your returns shipped to our Returns Mailing Address:


        Vertex Filtration & Pool Resources
        (Returns Department)

        Pusat Perdagangan Puchong Prima,
        A-03-04 (Aras 2), Jalan Prima 5/5,
        Persiaran Prima Utama,
        47100 Puchong, Selangor.