At Heinemann, we want to take the hassle out of your day with our no fuss return or exchange policy. Please ensure to retain your receipt (or proof of purchase) for ease of returns.
Reasons for Return
1. Faulty
You are entitled to a replacement or refund for a major failure of an item. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. If the failure is minor, we reserve our right to offer to repair only and not offer a refund or returns card.
Many items will come with an additional manufacturer’s warranty as indicated in the documentation provided with the relevant goods. Should you wish to make any claim under a manufacturer’s warranty, we recommend that you do so directly to the relevant manufacturer. Heinemann Duty Free Malaysia will gladly assist to provide supplier contact information and claim advice.
In case you cannot access to the supplier easily, you can contact the Heinemann Customer Service Team who can share supplier details with you.
2. Change of Mind
Heinemann will offer you a refund or exchange for most purchases (some exclusions apply), provided that:
Item(s) is returned before / on the Collection Date, together with proof of purchase.
Item(s) is in their unused original condition, with all tags and the security seal still attached and any special packaging and accessories included. Incomplete, damaged, worn or altered items cannot be accepted.
Please be informed that customers returning items due to change of mind are responsible for any freight costs associated with returning the item to us including any currency conversion and local and/or international taxes.
In the event of a refund due to change of mind, additional charges may apply for warranty card replacement (for watches only).
3. Sunglasses
Refunds cannot be processed for faulty sunglasses in store.
Customers can directly get in touch with the supplier for faulty sunglasses to be repaired.
Customers can get in touch with the Heinemann Customer Service Team if they do not have access to the supplier. Heinemann Customer Service can organise a courier for customers to send their faulty product(s) back to the vendor for repair.
4. Replacements and Exchange
Please be informed replacements are offered in our stores only when you are travelling. Due to duty-free regulations, replacements and exchanges cannot be performed if you are not present in store.
5. Incorrect or wrongly described goods
Should you believe an item is incorrect or wrongly described, please contact our Customer Service Team for assessment of your claim.
6. Confiscation
For a confiscation claim, please contact the Customer Service team.
7. Proof of Purchase
Returns, refunds, exchanges or repair requests must be accompanied by any one of the following proof of purchase documents:
- Original register receipt
- Online Tax Invoice (order confirmations will not be accepted)
- Financial Statement (i.e bank statement, credit card statement)
Instructions for Returns
Items purchased online or in-store can be returned in one of the following ways:
- Return by post for a refund of the purchase price (post-assessment)
- Return in-store for a refund of the purchase price or exchange
How to return an item in the store
On your next travel, take your item(s) to a Heinemann Duty Free Malaysia Sales Consultant in-store.
Provide proof of purchase receipt and any other relevant documents.
Please be informed that Liquids, Aerosols or Gels must be equal to or less than 100ml and an inorganic powder must be equal to or less than 350g to proceed past security screening. Item(s) must not exhibit any evidence of customer caused damage through misuse, mishandling or abuse.
How to return an item via Post
- Contact our Customer Service team in writing providing proof of purchase and photos of the item.
- Complete the Authority to Return Form provided by our Customer Service team.
- Pack the item(s) for return and send via Malaysia Post registered mail. Please remember to include the authority to return the form.
Please be informed in the event the goods returned do not meet the above policy, our Customer Service team will contact you to make alternative arrangements.