Refund Policy

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Refund and Return Policy

At Sportsaddict (operated by BRAXTUS SDN. BHD., Company No. 201001003351 / 887936-A), we want you to be happy with your purchase. If something isn't right, this policy explains how to return an item, exchange it or get a refund. This policy forms part of our Terms and Conditions.

1. How to Make a Return

Step 1: Contact our customer service team at saeasystore2026@gmail.com within 7 days of receiving your order. Please include your order number, your name, the item concerned, the reason for the return, and clear photos or a short video if the item is faulty, damaged or incorrect.

Step 2: Our team will review your request and reply with instructions. Because we sell products from different brands, the return address may be different for each item. Please wait for our confirmation and the correct return address before sending anything back. Items sent without confirmation may be delayed or lost.

Step 3: Pack the item securely and send it back using a trackable service. Please keep your tracking number and proof of postage until your return is completed.

Step 4: When the parcel arrives, we or the seller will inspect the item. We will then approve a refund, replacement or exchange, depending on the situation and stock availability, and let you know the outcome.

2. Faulty, Damaged or Incorrect Items

If your item is faulty, damaged, not as described, or not the item you ordered, tell us within 7 days of delivery (and ideally within 3 days). In these cases you are entitled to a replacement or a full refund, and we or the seller will cover the cost of returning the item.

If we inspect the item and find that it is not faulty, the return shipping cost may be charged to you, and we may refund the item less any reasonable deduction if it has been used, damaged or is incomplete.

3. Return for Exchange

If you would like a different size, colour or style, we are happy to arrange an exchange for eligible items, subject to stock availability. To be eligible:

The item must be unused, unworn, unwashed and in its original condition with all tags and labels attached.

For footwear and apparel, exchanges are available for full-priced items only.

The item must be returned in its original packaging, with all accessories and parts included, within 7 days of delivery, together with your order number or invoice.

The request must be made by the person who placed the order.

If the item you want is out of stock, we will offer you a refund or store credit instead. For exchanges that are not due to a fault or our error, the customer is responsible for the return shipping cost.

4. Items That Cannot Be Returned or Exchanged

Unless the item is faulty, damaged or not as described, the following cannot be returned or exchanged:

Underwear, socks, swimwear and other hygiene-related items, once opened or worn.

Used, worn, washed or altered clothing, shoes, bags and sports equipment.

Food, supplements, drinks and other consumable items.

Custom-made or personalised products.

Items marked "Final Sale", "Outlet" or "Clearance".

Electrical items that have been used or installed incorrectly, and products that were assembled incorrectly by the customer.

Items damaged through misuse, abuse, accident, normal wear and tear, or damaged after delivery.

Items returned without their original tags, labels, packaging or accessories.

5. Packing and Return Conditions

Please make sure you return the correct and complete item. We cannot guarantee that a wrong item sent to us will be found, and we cannot compensate for items returned to us by mistake.

Return the product in its original manufacturer's packaging, and place that packaging inside an outer shipping box or bag. Please do not stick shipping labels or write directly on the product box, as we will not be able to accept products with damaged packaging.

Only items received in their original condition will be processed. If an item does not meet these conditions, we may refuse the return, ask you to collect it, or offer a partial refund that reflects its condition. Nothing in this section limits your legal rights as a consumer.

6. Return Shipping Costs

We or the seller pay for return shipping if the item is faulty, damaged, not as described or incorrect. In all other cases, such as exchanges or returns approved as a courtesy, you pay the cost of shipping the item back to us.

7. Refunds

When your return arrives, we aim to inspect it within 3 working days. Once approved, your refund will be issued to the original payment method within 14 working days, although it is usually faster. Your bank or card provider may need a few more days before it shows in your account.

Original delivery charges are refunded only where we are at fault, for example for faulty, damaged or incorrect items, or an order we cancel.

If your order contained items from more than one seller, each item is refunded separately as it is processed.

8. Seller Policies and Your Legal Rights

Some brands on our marketplace offer longer return periods or special terms. If they do, it will be shown on the product page and will take priority for that item.

This policy does not affect your rights under the Consumer Protection Act 1999 or any other Malaysian law.

9. Contact Us

If you have any questions about returns or refunds, please contact us:

Email: saeasystore2026@gmail.com
Operating hours:
Monday: 10:00 AM - 4:30 PM
Tuesday to Friday: 9:00 AM - 7:00 PM
Saturday: 11:00 AM - 5:00 PM
Sunday: Closed