Refund policy

Return and Refund

Criteria

1. All orders are checked for defects before shipment.

2. Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item.

3. You have 14 days after receiving your item to request a return. We do not accept a return request that is made after 14 days upon receiving your package.

4. The item must be in the same condition that you received. It must be  unworn or unused, with tags, and in its original packaging. We also need the receipt or proof of purchase.

5. To request for a return, you can contact us at sales@ftimber.com/ via Whatsapp at 012-343-6689 with your order number, product code, name, address and reason for return/exchange.

6. Certain types of items cannot be returned, custom products (such as special orders or personalized items).

7. Unfortunately, we cannot accept returns on sale items or gift cards.

Return

1. If your return is accepted, the item is your responsibility until it is returned to us. It must be returned to us in its original condition.

2. The cost of returning the item to us is your responsibility except for defects and faulty items will be our responsibility.

3. The item must be returned to us within 14 days of receipt.

4. Customers returning parcels to us must provide proof of postage like tracking number and our address must be indicated on the returned parcel.

5. It is compulsory for customers to return parcels to us via registered courier only (i.e. J&T, Poslaju, CityLink, etc)

6. We’ll send you a return shipping details, as well as for instructions on how and where to send your package. 

7. Items sent back to us without first requesting a return will not be accepted.

Refund

1. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, your order will be refunded in 7-14 working days. 

2. If the new piece of item is not available for exchange you will be refunded a credit of the item to your member account only and this credit may be used in your next order with us. 

3. For any reasons of exchange or returns, the value will be credited to your member account only. We do not offer refunds via Bank or Paypal.

4. We strictly do not offer any cash refund under any circumstances. 

Exchange

Criteria

• Product color is not the same as stated in the product description: e.g., Customer ordered Espresso color, but received Bronze color.

• Damage/Defective
  - Product color: Faded or different color.
  - Product materials: Peeled leather, torn material, loose stitches or knitting, stained or deformed parts, torn or punctured material.
  - Product parts: Broken zippers, missing pieces/parts, broken handles.

• Stain or blemish spot.

• Product color is faded/colors are different.

• Has a small puncture or tear.

• Loose stitch or defective embroidery.

• Broken zipper.

• Exfoliated product skin.

• Requests to exchange the product for other sizes or colors or types/models are not allowed.

• Product exchange can be done only with the same product (same SKU, same size, same color, etc).

• Requests for product exchange must be made within 14 days of when the order is received. 

• We do not allow exchange requests based on the color differences between the received physical product and product photo caused by lighting effects or computer screens.

• We do not allow exchange requests based on a wrong purchase or a change of mind after purchase. We strongly recommend you to review the shopping cart before completing an order.

Procedure

• Postages incurred for sending the items with issues back to us will be borne by the buyer except for defects and faulty items will be borne by the seller.
• Postage on items that F.timber sends back to buyers after following up on the respective issues will be borne by buyer except for defects and faulty items will be borne by the seller.
• All replacements, exchanges and returned mails once received by us will be sent to buyers with DHL (Malaysia customers) services only.
• You can always contact us for any return question at sales@ftimber.com/ via Whatsapp at 012-343-6689.
• All other cases will only be eligible for a one-for-one exchange. We aren't able to exchange order items for change of mind. Terms and conditions apply.