Refund & Returns Policy

This Return and Refund Policy (“Policy”) describes how Pause / Loco Stores Sdn Bhd (“Loco Stores Sdn Bhd”, “Loco Stores”, “us”, “we”, “our”) manages any refund or return of goods purchased from our website and/or App, by you (“User”, “you”, “company”, “business entity”, “your”). 

REFUND POLICY

Refund is defined as the process of returning money, which you have paid to us, back to you. 

We only accept a request for refund, if the goods you have ordered and paid for, are no longer available either due to an out of stock situation or product has been discontinued. 

In this case, we will refund the amount that you have paid, for the specified good(s) and quantity. 

Once your refund request has been approved, we will refund the money back via your mode of payment or to your bank account, within 7 working days. 

RETURN POLICY

“Return” is defined as the process of returning goods that you have purchased from us, back to us. We will then issue a discount code or voucher to you, equivalent to the RM amount you have paid for the returned goods, into your Pause user account. You can then use these credits to offset payments of future purchases. 

“Return” Request can be made if any of these situation occurs:

1. Goods sent to you are not what you have ordered. 
2. Goods sent to you were damaged during the process of delivery 
3. Goods sent to you have already past their expiry dates, or have less than 1 month to expiry dates (unless specified otherwise, ie clearance promotion as stated in product description)

Return or refund request can be made to us via any of these methods: 

• Live chat by clicking on the chat icon on the bottom right of our website
• Email us at hello@pause.asia

TIME FRAME FOR RETURN/ REFUND POLICY:

Refund and/ or Return Request must be made within 14 days of receiving the goods. After which, we do not accept any more return/refund requests. 

DETAILS YOU MUST PROVIDE IN YOUR RETURN/ REFUND REQUEST:

In most refund situations, our team will notify you of the goods that are out of stock or discontinued. They might offer you an alternative option that you are free to accept or reject. 

In the event that you prefer to get a refund our team will proceed with the refund.

However, in the event that our team did not notify you in advance of the out-of-stock situation, and initiate the refund process on our own accord, and you did not receive the goods that you have ordered, you can initiate the Refund process by sending us an email with the following details:

You must include the following information in your Refund Request:

1. Your transaction / order number
2. The product barcode or Item code
3. The quantity

In Situations for A Return Request, you must include the following details in your email to us:  

1. Your transaction/ order number
2. The product barcode or Item Code
3. The quantity you wish to return
4. The reason for return 
5. A photo of the goods that arrived at your shop that you wish to return 

APPROVAL OF THE RETURN REQUEST

Our team will look into the matter and revert to you on the next steps of the return/ refund. And we will do so within 7 working days. The approval of a return or refund request is entirely up to our sole discretion.

1. If your return request is approved by us, you will have to ship the products back to us in these situations:

• Goods sent to you are not what you have ordered. 
• Goods sent to you were damaged during the process of delivery 
• Goods sent to you have already past their expiry dates, or have less than 3 months to expiry dates

These Returned Goods must be in their original condition that you have received them. They should not have been opened, marked, destroyed, or tampered with in any way, by you or any of your company employees. 

2. Once we have received the products from you in acceptable conditions as stated above, we will issue a credit note, equivalent to the amount that you have paid for, for the returned goods, into your account with us. You may then use these credits to offset your next purchase. 

CONTACTING US ON REFUND AND RETURN

If you need further clarification or would like to speak to our team about your return/refund request, please connect with us via any of these methods: 

• Live chat by clicking on the chat icon on the bottom right of our website
• Email us at hello@pause.asia