sHipping & rEfund pOlicy

This policy is part of our Terms & Conditions and covers delivery, cancellation, returns and refunds for orders placed on smoo.com.my, operated by T&L Slimming Global Sdn. Bhd. (201601024428 (1195367-T)), trading as smoo.

The short version: free shipping in West Malaysia; East Malaysia is quoted before you pay. Cancel free any time before dispatch. If we sent you something faulty or wrong, we fix it at our cost. Change-of-mind returns are not accepted after delivery.

1. Where and how we ship

• West Malaysia (Peninsular): free shipping by courier. Estimated delivery 3–5 working days after your payment is verified.
• East Malaysia (Sabah, Sarawak & Labuan): a suitcase is a bulky parcel, so shipping is charged at cost. After you place your order we’ll contact you with the exact shipping fee before you transfer — you only pay once you’re happy with the total. Estimated delivery 7–10 working days.
• We currently ship within Malaysia only. If you need international delivery, email us first and we’ll see what we can arrange.

2. Dispatch and tracking

• Orders are packed and dispatched after your bank transfer is verified. We’ll send you the tracking number once your parcel is on the way.
• Estimated delivery times are estimates, not guarantees — courier delays, weather and public holidays can affect them. If a delay becomes substantial, you may cancel an undelivered order and be refunded in full.
• Please make sure your delivery address and phone number are correct. Re-delivery or re-routing costs caused by a wrong address or an unreachable number are borne by the customer.
• Risk in the goods passes to you when the parcel is delivered to the address you gave us.

3. Check your parcel on arrival

Unbox within 48 hours of delivery. If anything isn’t right out of the box — transit damage, missing items, wrong colour — email us photos of the packaging and the item together with your order number, and we’ll sort it out at no cost to you. Reporting promptly makes courier claims possible; late reports may limit what we can recover, though your statutory rights are unaffected.

4. Cancelling an order

You can cancel free of charge any time before your order is dispatched — contact us with your order number and we’ll refund you in full. After dispatch, an order can no longer be cancelled, and the returns rules below apply instead.

5. Returns

• Faulty, damaged in transit, or not what you ordered: your rights here come from the law, not from us. Tell us within a reasonable time and we will put it right by replacement or refund. We pay the return postage and the cost of sending the replacement — you should never be out of pocket because we sent you something defective or wrong.
• Change of mind: we do not accept change-of-mind returns once an order has been delivered. Not sure which colour to pick? Message us before you order — and remember the wheels are swappable, so your case can always change its look later. This does not affect your statutory rights, which always apply.
• How to start a return: email hello.smootravel@gmail.com with your order number, what is wrong, and photos. Please don’t send anything back before we have confirmed the return, or we may not be able to trace it.

6. Refunds

Approved refunds are made by bank transfer to the account the payment came from, within 7–14 working days of approval (or of us receiving the returned item, where a return is required). We’ll confirm by email or phone when it’s done.

7. Warranty claims

Manufacturing defects that appear after arrival are covered by SMOO Care: 12 months on the shell, 30 days out-of-box on GlideOn wheel sets, assessed by photo review with proof of purchase. Your statutory rights under the Consumer Protection Act 1999 apply in addition and are never shortened by SMOO Care.

8. Damaged by the airline?

Airline handling damage is not a defect — it’s claimable from the airline. Report at the baggage counter before leaving the airport and file a PIR (Property Irregularity Report); most airlines require this within 7 days. Not sure how? We’ll guide you step by step.

9. Contact

Order number + photos to hello.smootravel@gmail.com — that’s the fastest way to get anything sorted.