Refund and Exchange policy

At 27GROUP, we want our customers to be completely satisfied with their purchases.

We highly recommend you to read our Returns Policy prior to make purchases in our website. We also recommend you to immediately inspect all goods that we deliver to you or that you collect from our 27HQ to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you. 

The Return Policy applies to all products of 27GROUP with the exception to 27GROUP business tools and sales tools. 27GROUP guarantees the quality of its goods and allows trades of any product which is faulty. In order to return goods, parties returning a damaged or faulty product must complete the Product Exchange or Product Return Form.

 

Return or Replacement Request

The Distributor must submit a request within sixty (60) days of the original purchase date. The request must include:

a) a duly completed and signed Product Exchange or Product Return Form.
b) the product; and
c) the original invoice issued by 27GROUP.

• Retail Customers

27GROUP obliges its distributor to uphold the 100%, unconditional 30-day, money back guarantee of the Business to all retail clients. If for any occasion, a retail customer complains with any 27GROUP product, he/she may return the product to the Distributor from whom the product was purchased for a substitute or full refund of the purchase price within thirty (30) days of the date of purchase.

90% of refund would be provided if one third or more of the product in question is consumed.

When a Retail Customer demands a refund, the Distributor who has sold the product to the Retail Customer shall immediately refund the purchase price of the retail customer, plus sales tax (if applicable). Failure to do so can, at the sole discretion of 27GROUP, result in disciplinary action, including suspension or termination. 

The procedure for a refund shall be done by way of the Retail Customer completing a Product Exchange or Product Return Form and to forward the form along with the original invoice and returned product to his/her Distributor. The Retail Customer must return the product to the Distributor who sold it to them; as 27GROUP will not accept the returned product directly from the Retail Customer.

• Distributors

In the event that a Distributor is not completely satisfied with the product purchased, the Distributor may request a 90% refund of the purchase price including sales tax (if applicable) or a replacement within sixty (60) days of the original purchase date if the product is in resalable condition, unless otherwise required by law. 

However any return of an unsealed or unopened package by the Distributor resulting in refunds in excess of RM300 may result in the Distributorship's termination due to the process of such return of package by way of refund shall constitutes a Voluntary Cancellation of his/her Distributor Agreement. In addition to these circumstances, 27GROUP may exclude any commissions or incentives that the seller may have received as a result of the goods it returns from the value of the refund.

27GROUP will not consider any partial returns or exchanges from Promotional Packs for individual goods. The quantity and the products in the invoice must conform to all returns or exchanges. 

All product returns must be in good and resalable condition. 27GROUP reserves the right to reject any return not fulfilling this condition.

Procedures for All Returns and Replacement

• Retail Customer

To be entitled to a refund, exchange, or replacement on product purchased, a Retail Customer must conduct the following:

1. Complete Product Exchange or Product Return Form.
2. Acquire a Return Merchandise Authorisation Number (RMA) from the Distributor as such this number must accompany all returned products.
3. The returned product must have been purchased within thirty (30) days preceding the date of the return.
4. Return the original product with the original invoice to the Distributor within sixty (60) days of the original purchase date.
   
5. Use proper shipping and packaging supplies to return the product to Distributor.

The Distributor is responsible for tracing Retail Customer’s return shipment whenever applicable and necessary. Returned products that do not meet the criteria listed above shall not be eligible for a refund or exchange.

A Distributor’s obligation when received the returned product from a Retail Customer, he/she must conduct the followings: 

1. Send the product to 27GROUP within 10 days of the customer’s return.
2. A completed Product Exchange or Product Return Form, a copy of the original sales invoice, and the unused portion of the original container mustaccompany the shipment of product.
3. 27GROUP will then replace the returned product and ship it to the Distributor. (in the case of damaged product)
4. Any items lost in transit shall not be the liability of the 27GROUP.

• Distributor

To be entitled to a refund, exchange, or replacement on product purchased, a Distributor must: 

1. Complete Product Exchange or Product Return Form.
2. Obtain a Return Merchandise Authorisation Number (RMA) from the 27GROUP Customer Service. This number must accompany all returned products.
3. The returned product must have been purchased within thirty (30) days preceding the date of the return.
4. Return the original product with the original invoice to 27GROUP within sixty (60) days of the original purchase date.
5. Use proper shipping and packaging supplies to return the product to 27GROUP.
6. The Distributor is responsible for tracing return shipment should that be necessary.

Returned products that do not meet the criteria listed above shall not be eligible for a refund or exchange.

Last updated: 3 June 2021