TANG RETAIL MALAYSIA SDN. BHD. [202501021103 (1622516-X)] strives to ensure that every backpack, school bag, travel bag, packing accessory and related product is accurately described, checked and securely packed before dispatch; if an item arrives damaged, defective, incomplete or materially different from the confirmed Order, customers may submit a return, refund or exchange request under the conditions below.
Eligible Reasons
A request may be considered if:
- An incorrect product, design, colour or quantity was delivered.
- The product is materially different from its advertised description or specifications.
- The product arrived damaged or defective.
- A zip, strap, buckle, handle or other functional component was defective upon delivery.
- A listed accessory or component was missing.
- Delivery exceeded the period stated in our Shipping Policy.
All requests must be submitted within 30 days from the delivery date.
Supporting Evidence
Customers must provide:
- A valid Order number or proof of purchase.
- Clear photographs of the complete product and packaging.
- Close-up photographs showing the reported issue.
- A continuous unboxing video showing the unopened parcel, shipping label, packaging and product received.
- A video demonstrating the defective component, where applicable.
- Any additional information reasonably requested during the assessment.
Requests without adequate evidence may be rejected.
Required Product Condition
A returned product must:
- Remain unused and in its original condition.
- Be returned in its original packaging.
- Retain all tags, labels and protective materials.
- Include all straps, accessories and complimentary items.
- Be free from stains, odours, scratches and customer-caused damage.
- Not have been washed, modified, repaired or personalised.
- Not contain personal belongings.
Customers should stop using the product immediately after discovering a possible defect.
Excluded Circumstances
Returns, refunds and exchanges are generally unavailable for:
- Change-of-mind purchases.
- Products ordered in the wrong size, colour, design or style.
- Failure to review product measurements before ordering.
- Damage caused by overloading.
- Damage caused by pulling zips or straps with excessive force.
- Products used for school, work, travel or other activities.
- Products damaged by airlines, transport companies or other third parties.
- Damage caused by accidents, liquids, heat or improper storage.
- Normal wear and tear.
- Minor colour differences caused by lighting or screen settings.
- Missing packaging, tags or accessories.
- Clearance or promotional products, unless incorrect or defective upon delivery.
- Requests containing false, altered or insufficient evidence.
Making a Request
Before returning any product, customers must email tang_retail@outlook.com with the Order details, explanation of the issue and all supporting evidence.
Please wait for approval and return instructions before sending the product. Unauthorised returns may not be accepted.
Inspection and Resolution
Returned products will be examined to confirm their condition and the reported problem. Submission of a request does not automatically guarantee approval.
An approved request may be resolved through:
- An exchange for the same product, subject to availability.
- A suitable alternative product.
- Store credit.
- A refund through the original payment method.
Refund processing times vary depending on the bank or payment provider. If a higher-priced replacement is selected, the customer must pay the difference.
Cancellation Policy
Orders may only be cancelled within 12 hours of purchase, provided processing, packing or shipment has not begun.
Once an Order has been processed or dispatched, it cannot be cancelled. We may cancel an Order due to unavailable stock, incorrect pricing, payment issues, suspected fraud or an undeliverable address.
Contact Information
TANG RETAIL MALAYSIA SDN. BHD.
Registration No.: 202501021103 (1622516-X)
Email: tang_retail@outlook.com
Address: 71B, Jalan Bandar Cemerlang 1, Bandar Cemerlang, 81800 Ulu Tiram, Johor, Malaysia.