Refund and Return Policy

1. Overview

At FIXIT HEROES SDN. BHD., we are committed to ensuring customer satisfaction with every purchase. This Refund and Return Policy outlines the terms under which You may request returns, refunds, or cancellations when purchasing Goods from our website at https://fixitheroess.com/.

By placing an Order with Us, You agree to the terms outlined in this Policy.

2. Return Eligibility (30 Days)

You may request a return within 30 days from the date You receive Your Order, subject to the following conditions:

  • The Goods must be unused and in their original condition
  • The Goods must be returned with original packaging, where applicable
  • The Goods must not be damaged, altered, or improperly handled after delivery
  • Proof of purchase (such as order confirmation or receipt) must be provided

We reserve the right to reject any return that does not meet the above conditions.

3. Refunds

Once We receive and inspect the returned Goods:

  • If the return is approved, a refund will be processed
  • Refunds will be issued using the original payment method, unless otherwise agreed
  • Processing time may vary depending on payment providers

Refunds are only applicable to Goods that meet the return eligibility criteria stated above.

4. Return Process

To initiate a return:

  1. Contact Us via email at fixit_heroes@outlook.com with Your order details
  2. Provide necessary information, including proof of purchase and reason for return
  3. Follow the instructions provided by Our support team
  4. Ship the Goods back as instructed

Returns sent without prior authorization may not be accepted.

5. Cancellation Policy (Within 12 Hours)

You may cancel Your Order within 12 hours of placing it.

  • Cancellation requests must be submitted via email to fixit_heroes@outlook.com
  • If the request is made within the allowed timeframe, the Order will be cancelled and a full refund will be issued
  • After 12 hours, Orders are considered confirmed and can no longer be cancelled

6. Damaged or Incorrect Items

If You receive Goods that are damaged, defective, or incorrect:

  • You must notify Us within a reasonable time after receiving the Order
  • Provide clear details and, where applicable, supporting evidence (such as photos)
  • We will review the case and provide an appropriate resolution

7. Exceptions

We reserve the right to refuse returns or refunds if:

  • The request falls outside the 30-day return period
  • The Goods are not in their original condition
  • Required proof of purchase is not provided

8. Policy Updates

We may update this Refund and Return Policy from time to time. Any changes will be posted on this page, and continued use of the Service indicates acceptance of the updated terms.

9. Contact Us

If You have any questions regarding this Policy, please contact Us:

Email: fixit_heroes@outlook.com