Our Commitment
RK BEST TRADING SDN BHD [202501017435 (1618849-H)] is committed to providing luggage sets, rolling duffel bags, satchel bags, backpacks and travel accessories that are presented accurately and packed carefully. If an item reaches you in an unacceptable condition or is different from what you ordered, please notify us according to the procedure below.
When You May Submit a Claim
A return, refund or exchange may be considered when:
- You received a product different from the one stated in your Order.
- The model, size, colour or quantity received differs from your confirmed Order.
- The product is materially different from the description shown on our Website.
- The luggage, bag or accessory was damaged before or during delivery.
- A functional component, such as a wheel, handle, zip, lock, strap or buckle, was defective upon arrival.
- A part or accessory included in the product listing was missing.
- Your parcel arrived after the period specified in our applicable Shipping Policy.
A request must be lodged within 30 days after the delivery date. Requests received after this period may no longer qualify for review.
What You Need to Send Us
To help us assess the issue accurately, please provide:
- Your full name and Order number.
- A copy of your receipt or other proof of purchase.
- Photographs of the entire product from different angles.
- Close-up photographs of the defect, damage or incorrect feature.
- A continuous and unedited unboxing video.
- A clear view of the unopened parcel and shipping label in the video.
- A video demonstrating a faulty wheel, handle, zip, lock or other moving component, where relevant.
- Any additional information requested during the assessment.
We may be unable to approve a claim if the necessary evidence is missing, unclear or inconsistent with the reported issue.
Keeping the Product in Returnable Condition
While your request is being reviewed, the product must:
- Remain clean and unused.
- Be kept in its original packaging.
- Retain all tags, protective covers and product labels.
- Include all keys, locks, straps, dividers and accessories.
- Not contain any personal belongings.
- Not be used for travelling or transporting items.
- Not be washed, modified, repaired or marked.
- Be protected from further damage.
Customers should stop using the product immediately after discovering a possible defect.
Situations Not Covered
We will generally not approve requests arising from:
- A change of mind after purchase.
- Choosing an unsuitable size, model, colour or design.
- Failure to check the measurements or specifications before ordering.
- Damage caused by overpacking or exceeding the recommended capacity.
- Broken zips resulting from excessive force.
- Damage caused by dragging luggage over unsuitable surfaces.
- Scratches, dents or damage caused by an airline, transport operator or another third party after delivery.
- Cuts, stains, burns, water damage or improper storage.
- Ordinary wear resulting from regular travel or use.
- Natural variations in texture, stitching or colour that do not affect functionality.
- Slight differences caused by studio lighting or screen-display settings.
- Missing packaging, tags, accessories or supporting evidence.
- Products purchased through clearance sales, unless defective or incorrect upon arrival.
- False, altered or misleading evidence.
Review of Your Request
Email your request to rkbestrading@outlook.com before returning the product. Please do not send a parcel to our business address until return instructions have been issued.
After receiving the returned product, we may examine its:
- Exterior and interior condition.
- Wheels and wheel housing.
- Telescopic and carrying handles.
- Zips, locks and closures.
- Stitching, lining and compartments.
- Straps, buckles and included accessories.
Approval is only granted after the reported issue and condition of the item have been verified.
Available Resolution
Depending on the circumstances and product availability, an approved claim may be resolved through:
- Replacement of the affected product.
- Exchange for another available item.
- Store credit for the approved value.
- Refund through the original payment method.
If a replacement costs more than the original product, the customer must pay the difference. Refund completion times depend on the payment provider or financial institution and may not appear immediately.
Order Cancellation
An Order may be cancelled within 12 hours after it is placed, provided that packing, processing or dispatch has not begun.
Cancellation is no longer available once the Order has been prepared or released to the courier. A dispatched item will only qualify for a return if it satisfies the eligibility conditions in this Policy.
We may cancel an Order because of unavailable stock, an obvious pricing error, unsuccessful payment verification, suspected unauthorised activity or an undeliverable address.
Misuse of This Policy
RK BEST TRADING SDN BHD may decline a claim where:
- The request falls outside the permitted period.
- The item has been used or damaged after receipt.
- Required evidence has not been provided.
- The alleged problem cannot be reproduced or verified.
- Information provided by the customer is inaccurate or misleading.
- The return was sent without authorisation.
- The customer repeatedly misuses the return process.
Contact Details
RK BEST TRADING SDN BHD
Registration No.: 202501017435 (1618849-H)
Email: rkbestrading@outlook.com
Telephone: 011-5790 4997
Address: 50B, Jalan Cantik 5, Taman Pelangi Indah, 81800 Ulu Tiram, Johor, Malaysia.