Refund policy

1. Eligibility for Returns & Refunds

  • You may request a refund once we receive the goods back and confirm they meet our return criteria.

  • Products must be unused, in their original packaging, and all accessories or tags intact, and proof of purchase must be provided.

  • Refunds are only for items that are defective, damaged in transit, or not as described.

  • Change-of-mind returns are not accepted.

2. Return Period

  • You must notify us and ship the item back within 7 working days from receipt of goods.

  • Returns received after 7 working days will not be accepted.

  1. Contact us via email or customer support within 7 working days of receiving the goods. Please include: order number, item details, reason for return, and photos if relevant.

  2. Ship the product back to us in secure packaging once approved. You’re responsible for return shipping costs, unless the item was defective or sent incorrectly.

  3. After inspection of the returned item and once it passes eligibility, we will proceed with refund.

  4. Refunds will be issued to your original payment method within 7 working days of our receiving and inspecting the goods.

4. Refund Timing

  • We commit to refunding within 7 working days (i.e., business days) after receiving and confirming the returned goods.

5. Non-Refundable Items

  • Products used, washed, damaged after receipt, or not in original condition

  • Items marked as final sale, promotional, or discounted

  • Hygiene-sensitive items (e.g. innerwear) where return is not permitted.

6. Damaged or Incorrect Items

  • If you receive a defective, damaged, or wrong item, please contact us within 48 hours of delivery with supporting evidence (photos/videos).

  • Once verified, we will offer a replacement or full refund, including original shipping charges.

7. Legal Rights & Malaysia Compliance

  • This policy complies with the Malaysia Consumer Protection Act 1999. A “no-refund” policy must be clearly disclosed before purchase and may still be invalid under unfair contract terms.

  • You cannot waive consumer rights under Malaysian law, especially for future services contracts or unused goods—this policy respects those rights.

8. How to Submit a Return Request

  • Email us at support@ketoporkpork.com with:

    • Order number

    • Product name or code

    • Reason for return (with photos if applicable)

  • We’ll review and reply with instructions within 2 business days.

9. Other Information

  • Return shipping is at your cost, unless the return is due to our mistake.

  • Store credit may be offered at our discretion.

  • We reserve the right to update this policy at any time. Any changes will not affect returns initiated before the update.