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Return & Exchange Policy

Return & Exchange Policy

The returned goods/products will be checked with the receipt together and the goods should be in the good condition. The packaging should also be in original condition in original shipping container as received. If the goods/products has been used or damaged by the customer, there will not be any refund. Hanzo will also not be responsible if your shipment is lost during the return transit. Once we have checked and confirm the goods/products, customer will received their refund within 7 days after the confirmation.

Please return your purchase to the following address:
HANZO
NO.1-01, MEGAMAL PINANG 2828,
JALAN PERAI JAYA,13600 PERAI, PULAU PINANG.

Please contact us at [email protected] or whatsApp +6012-433 9771 if you have any questions or doubts.

1. Can I return my item for exchange?

Yes. If you are unhappy with the item you have purchased from www.hanzo.com.my, you can return to us within 14 days of receiving your parcel and return via courier service the shipping cost will borne by the customer.
Product(s) must be returned in unworn, unwashed or otherwise unused condition, with all original tags/ labels attached and receipt. Items that do not meet the criteria will be denied.

Returns can only made one time per order number.

CHANGE FOR DIFFERENT SIZE OR COLOUR - The items are eligible for exchange as long as it has the same price, they are in perfect conditions and we have available stock in warehouse.

CHANGE FOR DIFFERENT ITEM - We will refund its price by sending you an online voucher code and you can use it to make a new purchase at www.hanzo.com.my.

***SALE / PROMOTION ITEM(S) cannot be returned nor exchanged.

No Refundable in Cash.

2. Do I have to pay anything to return my items?
Return via courier service.The shipping cost will borne by the customer.

3. How do I return my item?
Follow the simple steps below to return your item(s):

Step 1. Contact our customer services
If you wish to return or exchange an item purchased online, please contact our customer services during the hours of 9:00am to 6:00pm, Monday to Friday (excluding public holidays) on either phone or email as below:

Tel: 012-433 9771
Email: [email protected]

Please provide the following information regarding your order so we can assist you as quickly as possible:

∙ Log In ID :
∙ Name     :
∙ Order ID    :
∙ Date of your orders was placed, if applicable
∙ Tracking number, if applicable
∙ Briefly describe the problem you are experiencing

                     *Change Color/Size/Item
                     *Wrong Color/Size/Item
                     *Defective or damaged
                     *Other ( please specify )

Step 2. Details Verification
After verifying all the details, we will send you a confirmation email.

Step 3. Fill up the return slip and pack the box.
Please complete the Online Returns and Exchange slip on the invoice. Place your return items along with the return slip in the box.

Step 4. Return via courier service.
You may return your item(s) purchased onine. Please complete return form, re-pack the item(s) including all original tags and the original receipt and ship them back to company address. We recommed customer to use Pos Laju for return. The shipping cost will be borne by the customer.

Step 5. The Return department will get back to you once a return item is received by us and we will add in your Store Credit once the item is received, OR, exchange new item as requested.

Step 6. HANZO reserves the right to deny a refund or exchange the product(s). Please note that HANZO have the rights to change the contents of the terms and conditions without any notice.