1. General Policy
All items sold by Street Access are non-refundable and non-exchangeable, except under the following circumstances:
- Incorrect Item Received: The item delivered is different from the item ordered.
- Item Not as Described: The item received does not match the specifications, description, features, or information advertised on our Website.
- Damaged or Defective Item: The item arrives damaged, defective, or spoiled, where applicable.
- Delivery Delay: The order exceeds the delivery timeline stated in our Shipping Policy.
All return, refund, or exchange requests are subject to review and verification by Street Access. Any resolution will be handled in accordance with this policy and applicable Malaysian law.
2. Required Evidence
To help us assess a return, refund, or exchange request, customers must provide the following evidence where applicable:
- Unboxing Video: A clear, continuous video showing the unopened parcel, shipping label, external packaging, and item received. The video should begin before the parcel is opened and clearly show the condition of the parcel and its contents.
- First-Use Video: Where applicable, a clear video demonstrating the item’s first use and showing the issue or defect.
- Supporting Evidence: Relevant photographs, order confirmation, order number, delivery details, and any other reasonable supporting documents requested by Street Access.
Customers should retain the original packaging and all items received until their request has been reviewed.
Providing the requested evidence helps us assess the claim but does not automatically guarantee approval. Each request will be evaluated based on the circumstances and applicable consumer protection requirements.
3. Request Submission Deadline
All return, refund, or exchange requests must be submitted to Street Access within 24 hours of receiving the item.
Requests should be sent to:
Email: street.access@outlook.com
Please include the following information in your email:
- Full name and order number.
- Date and time the parcel was received.
- Description of the issue.
- Clear photographs and the required video evidence.
- Any other relevant supporting information.
Customers are encouraged to contact us as soon as an issue is discovered so that we can review it promptly.
4. Late or Incomplete Requests
Requests submitted after the 24-hour reporting period, or without the required evidence, may be subject to further review and may be declined where permitted by applicable law.
If the requested evidence cannot reasonably be provided, please contact us and explain the circumstances. Street Access may request alternative evidence where appropriate.
Nothing in this policy excludes or limits any rights or remedies that customers may have under applicable Malaysian consumer protection laws.
5. Review and Resolution
Once we receive a request, Street Access will review the information and evidence provided. We may contact the customer for clarification or additional information where reasonably necessary.
Depending on the circumstances and applicable law, an approved claim may result in a refund, replacement, exchange, or another appropriate resolution.
For delivery delays exceeding the timeline stated in our Shipping Policy, we will review the order status and delivery information before determining the appropriate resolution.
We will communicate the outcome of the review to the customer using the contact details provided.
6. Return of Items
Where a return is approved, customers will be informed of the return procedure and any applicable instructions before sending the item back.
Customers should not return any item without first contacting Street Access and receiving return instructions.
The item should be returned with its original packaging, accessories, and accompanying materials where reasonably possible. Return shipping arrangements and costs will be communicated during the review process and handled in accordance with applicable law.
7. Refund Processing
If a refund is approved, Street Access will inform the customer of the refund amount and the expected processing procedure.
Refunds will generally be issued through the original payment method where possible. The time required for the refund to appear in the customer’s account may depend on the payment provider or financial institution.
Any applicable refund will be processed in accordance with the requirements of Malaysian law.
8. Contact Us
For questions or assistance regarding returns, refunds, exchanges, or delivery issues, please contact us:
Company: Street Access
Website: https://strt-access.com/
Email: street.access@outlook.com
Phone: +60 11-5874 1583