Returns & Exchange Policy

Normal priced items are exchangeable within 21 days from your invoice date.

Exchange items / merchandise must be in original condition, unworn, unwashed, or defective merchandise with all original tags attached to the merchandise, and any related accessories or instruction booklets included. Exchange is strictly subject to stocks availability.

We will not accept merchandise that has been worn, used, altered, damaged or defective other than manufacturing defect.  In other words, incomplete, damaged, worn, soiled or altered returns, or anything we reasonably believe has been used or worn, will not be accepted. Please also note that merchandise that are damaged as a result of wear and tear are not considered to be faulty or defective.

STRICTLY NO exchange and refunds for items sold under / such as Flat Price, Mark Down, and Stock Clearance items , which you will see the term [Not valid for Exchange] in the Invoice. 

Exchange Policy is granted for 1 time only for each item.

Exchange values are all in the currency of Ringgit Malaysia.

If the item that you wish to exchange is out of stock, you can choose to exchange to any other item, subject to stock availability. If the item you wish to exchange exceeds the value of the item returned, you shall pay for the excess; in other cases, if the price of the item you wish to exchange is lower than the price of the returned item, NO cash refund policy shall apply.

If you would like to exchange a single item bought as part of a promotion offer (for example: ‘buy 2 @ RM39’, ‘buy 3 @ RM50’), you may only exchange to another item with the full price of the original item less the total discount given in that promotion.  You may refer to the Row Total as the final price.

For promotions such as ‘Buy 1 Free 1, 1 For RM79.90’, you may exchange the size of the same item or items with the similar promotion of the same value or RM79.90, and is subject to stock availability. Should the item to exchange is out of stock and you would like to exchange for an item which is not in the similar promotion, you must return all items to us in order to process the exchange. 

IF IN OUR SOLE OPINION, THE GOODS YOU HAVE RETURNED TO US ARE NOT FAULTY OR DAMAGED, AND CORRECTLY CORRESPOND TO THE DESCRIPTION DISPLAYED ON OUR WEBSITE, OR THEY HAVE NOT BEEN RETURNED IN ACCORDANCE WITH OUR RETURN POLICIES OR THEY HAVE NOT BEEN RETURNED IN ACCORDANCE WITHIN THE RELEVANT RETURNS PERIOD FROM RECEIPT OF ORDER, YOU WILL NOT BE ENTITLED TO AN EXCHANGE  AND WE WILL RETURN THE GOODS TO YOU AT YOUR COSTS AND EXPENSE. 

EXCHANGES BY COURIER

Customers who wish to return / exchange items on their order may do so according to our return & exchange policy. The customer is solely responsible and liable for the courier charges, costs and expenses. We advise all customers to return products via a recordable or tracked means as we cannot accept responsibility for items lost in return transit.

Please follow the steps in How to create a Return Management Authorization (RMA) Number below or you can call our customer service at +603- 6277 0971 to assist you to obtain a (RMA) number.

How to create a Return Management Authorization (RMA) Number:

1. Sign in to your account and select ‘My Account’
2. Click on ‘My Orders’ and choose your order number containing the items you want to return, and follow by click on ‘View Order’
3. Click on ‘Return’ and fill in your Contact Details and ‘Return Items Information’
4. Click ‘Submit’ once you complete
5. Proceed to return the item (original condition with attached price tag / sticker) to our address
6. Kindly update the tracking number & the courier service in use in the RMA comment area.

The goods are under your responsibility until it reaches our warehouse.  Please make sure it is packed properly and securely to avoid any damages. All goods will be inspected on return.  As we try to accept all returns, should an item that is returned to us in an unsuitable condition, we may have to send it back to you at your cost or dispose it accordingly. We are not responsible for any items that are returned to us by mistake. We reserve the right to refuse any exchange. 

We reserve the right not to accept returns or exchange received after 21 days of the invoice date. Furthermore, we reserve the right to deny refund if the merchandise does not meet our return policy guidelines, in which event, we shall return the merchandise to you at your expense. You are required to pay the shipping and all return charges within fourteen (14) days upon notification, failing which you shall be deemed no longer interested in the merchandise, and the same shall be disposed or dealt with in any manner we deem fit, without any liability and/or further reference to you.  

Should the items you wish to exchange where by the size is not available, you can choose to issue a refund through the loyalty credit to your user account which may be used for future purchases. This loyalty credit is only eligible for use in our oro-lino.com. All loyalty credits are in the currency Malaysia Ringgit.

STRICTLY NO cash refund. Returns will be processed within fourteen (14) working days of receipt of the returned items. 

Please send to address:

ORO LINO DESIGN & SOURCING SDN BHD
6, Jalan 3, Taman Kepong, 52100 Kuala Lumpur,

Wilayah Persekutuan Kuala Lumpur, Malaysia

Attn: CCR Department
Tel: +603 6277 0971