Cart is empty Return, Refund and Exchange Policy
1. Overview
This Return, Refund and Exchange Policy applies to purchases made through fisherproestore.com. FISHERPRO ESTORE SDN. BHD sells fishing equipment and related accessories, including hooks, lures, reels, floats, tackle storage, bags, bobbers, and other fishing products. We aim to handle requests fairly while protecting product safety, hygiene, and resale integrity.
2. Request Period
Customers must contact us within 24 hours of receiving the parcel if an item is damaged on arrival, defective on arrival, missing, incorrect, or materially different from the order confirmation. Requests made after this period may be declined, especially where the product condition cannot be verified.
3. Required Evidence
Customers should provide the order number, full name, email address, clear photos or video of the parcel, packaging, shipping label, product, defect, incorrect item, or missing-item issue. For damaged parcels, please keep all packaging until the case is resolved because courier evidence may be required.
4. Eligible Return Reasons
A return, refund, or exchange may be considered if the item received is incorrect, damaged during delivery, defective before use, missing parts compared with the listing, or materially not as described. Approval depends on evidence, item condition, stock availability, and whether the issue is reported within the required timeframe.
5. Non-Returnable Conditions
Items may not be accepted if used, installed, altered, stained, exposed to water or saltwater, scratched through use, bent through misuse, damaged by improper handling, modified, repaired by the customer, missing packaging or accessories, or returned without approval. Sharp items such as hooks and tackle must be handled carefully and may be refused if unsafe to process.
6. Product Fit and Suitability
Fishing equipment can vary by fishing style, target species, rod or reel setup, water condition, line strength, and personal preference. Returns are not automatically accepted for change of mind, wrong size selected by the customer, unsuitable personal preference, duplicate order, or accidental purchase unless approved in writing.
7. Exchanges
If an exchange is approved, we may replace the item with the same product, a similar product, or another item of equal or adjusted value, depending on stock availability and the issue. If the requested replacement is unavailable, we may offer a refund or store-supported solution at our discretion.
8. Refunds
Approved refunds will generally be processed through the original payment method or another suitable method where necessary. Processing times may depend on the payment provider, bank, and internal review. Shipping fees, payment gateway fees, or handling charges may be non-refundable unless the issue was caused by our fulfilment error or a verified product problem.
9. Return Shipping
Customers should not send items back without approval from FISHERPRO ESTORE SDN. BHD. If a return is approved because of our error, a verified defect, or damage on arrival, we will advise the return steps. If approved for a customer-requested reason, the customer may be responsible for return shipping costs and safe packaging.
10. Inspection Process
Returned items may be inspected after arrival. We may reject a refund or exchange if the returned item does not match the approved request, is incomplete, has been used, is damaged after delivery, is unsafe to handle, or does not include required packaging or accessories.
11. Partial Refunds
Where appropriate, a partial refund may be offered for minor issues, missing low-value accessories, cosmetic packaging damage, or situations where the customer agrees to keep the item. Partial refunds are assessed case by case and require written agreement.
12. Courier Damage
If a parcel appears damaged upon delivery, customers should photograph the parcel before opening where possible and contact us within 24 hours. Courier investigations may require packaging photos, labels, waybill details, and product photos.
13. Incorrect or Missing Items
If the wrong item or quantity is received, contact us within 24 hours with photos of all received items and packaging. If verified, we may arrange a replacement, missing-item shipment, exchange, refund, or other fair solution depending on stock and order details.
14. Abuse and Fraud Prevention
We reserve the right to refuse requests that appear fraudulent, inconsistent, abusive, unsupported by evidence, outside the request period, or involving items damaged through misuse, neglect, improper storage, improper installation, or customer handling.
15. Contact for Requests
For questions, contact FISHERPRO ESTORE SDN. BHD at fisherproestore@outlook.com.