Refund & Return Policy

1. Application for Returns/Refunds/exchange

Subject to the terms and conditions in this Refunds and Return Policy and the Terms of Service, Buyer may apply for return of the purchased items (“Item”) and/or refund prior to the expiry of the Guarantee Period 10 days.

2. Guarantee is a service provided by Pustaka Jasa, on User’s request, to assist Users in dealing with certain conflicts which may arise during the course of a transaction. Users may communicate with each other privately to resolve their differences or approach their relevant local authorities to assist during Guarantee Period.

3. Buyer may only apply for the refund and/or return of the Item in the following circumstances:

• Missing Pages
• Printing Error
• Damaged item(s) upon receipt

4. The approval of your request for refund and return will be made by Pustaka Jasa in its sole discretion.  Buyer acknowledges and agrees that Pustaka Jasa’s decision is final, conclusive and binding, and covenants and agrees that it will not bring suit or otherwise assert any claim against Pustaka Jasa or its affiliates in relation to such decision.

5. In what circumstances are my items cannot be returned or exchanged?

• We will not accept any return of items which are under promotion category and clearance stock. Besides, no returns are acceptable if you order the items wrongly or you have changed your mind.
• You cannot request for an exchange after 3 days of the received date.

6. How and when can I exchange a product?

• If your parcel is damaged upon received, please email/WhatsApp us with a picture as a proof of the damaged parcel within 3 days. We will deliver a new parcel to you without any charges. In case the product is out of stock, we will replace it with a similar product or process for the refund.
• If the product inside the parcel is damaged, please notify us within 3 days upon receiving the items, and attach the damaged product, receipt or tax invoice along with order number. Our staff will perform the necessary verification and arrangements for the refund / return / exchange.

7. Under what circumstances can I request for a refund?

• Refunds can only be made when you have a valid reason or the items that you order is unavailable due to out of stock or discontinued. You will receive e-mail/WhatsApp regarding the refund once these circumstances happened.

8. If your item(s) arrives in damaged condition as per spelled out in clause 3, please contact us within 3 days after you receive the parcel and provide us pictures describing the defect/ damage. We will notify you of the approval or rejection of your replacement/refund. If your refund is approved, then your refund will be processed.

9. For return of non-defective items, your item(s) must be returned in brand-new, unopened, unused condition with full labels and original packaging to qualify for a refund or replacement. In this case, please note that the original shipping fee cannot be reimbursed. A refund will be processed after deducting 5% of selling price as restocking and handling fee unless the return is due to a Pustaka Jasa error or where alternative arrangements have been agreed between both parties. Store Credit will be issued upon receiving the item(s) and inspection and can be utilized both in store and online, with no expiry date. The delivery charges back to our store must be borne by the customer.

10. In regards to the return of fountain pen, it is considered as used if the ink has run through any part of the pen, which includes cartridge, converter or piston filler is not intact and touches ink, also all tags and accessories are intact and not removed.

11. We can not guarantee the service of non registered postage, for orders were regular post is selected, under the circumstance where the product becomes lost we will not be providing a refund. However, for registered shipping if you do not receive the product then a refund will be given. To initiate a refund due to shipping, please email help_center@pustakajasa.com.my

12. Only regular priced items may be refunded or exchanged, unfortunately sale items cannot be refunded or exchanged.