Refunds and Return Policy
1. Application for Returns/Refunds
Subject to the terms and conditions in this Refunds and Return Policy and the Terms of Service, Guests may apply for return of the purchased items (“Item”) and/or refund prior to a 7-day expiry period.
2. Application for the Return of an Item
Guests may only apply for the refund and/or return of the Item in the following circumstances:
- The Item has not been received by Guests;
- The Item was defective and/or damaged on delivery;
- The Item delivered to Guests is materially different from the description provided by Hilton Kuching in the listing of the Item.
Guest’s application must be submitted with a photo/or any other form of evidence via email to firstname.lastname@example.org
Hilton (Malaysia) will review each Guest’s application on a case-by-case basis and, in its sole discretion, determine whether Guest’s application is successful.
3. Condition of Returning Item
To enjoy a hassle-free experience when returning the Item, all our guests should ensure that the Item, including any complimentary items such as accessories or other items that come with the purchased Item, must be returned to Hilton Kuching in the condition received upon delivery. We will recommend taking a photo of the Item upon receipt.
4. Liability of Product Return Shipping Fee
In the scenario of an unforeseen error from the Hilton Kuching's end (i.e - damaged, faulty or wrong product delivered to the Guests), the Hilton Kuching will bear guest's return shipping/self-return transport fee.
Guests will only be refunded after Hilton (Malaysia) has received the confirmation from Hilton Kuching that Hilton Kuching has received the returned Item. In the event where Hilton (Malaysia) does not hear from Hilton Kuching within a specified time, Hilton (Malaysia) will regard that the Guests has changed his/her mind to proceed with the refund without further notice to Hilton Kuching. If the refund is successful, it will be made to Guest’s credit/debit card, e-Wallet or designated bank account, whichever is applicable.