退款政策

Return & Refund Policy

At Reiko, every chair is inspected before it leaves our warehouse. If something is wrong with your chair when it arrives, we will make it right.

1. What We Accept
We accept returns only for chairs that arrive defective or damaged, for example:
- A broken or missing part
- A faulty gas lift, tilt mechanism or other mechanical component
- Damage that occurred during delivery

We do not accept returns or refunds for change of mind, including colour preference, comfort or size preference, or ordering the wrong model. We encourage you to visit our showroom in Taman Ehsan, Kepong to try every Reiko chair before buying, or chat with us on WhatsApp for a recommendation.

2. How to Report a Defect
Please contact us within 7 days of receiving your order via WhatsApp at +60 14-859 1543 with:
- Your order number
- Clear photos or a short video showing the defect
- A brief description of the problem

We recommend keeping the original packaging until you are happy with your chair.

3. How We Resolve It
Once we confirm the defect, we will, in this order:
- Send a replacement part, or
- Replace the chair, or
- Issue a full refund if a repair or replacement is not possible

For confirmed defects, we cover all delivery and collection costs. You will not pay anything extra.

4. Refunds
Approved refunds are issued to your original payment method within 14 working days. For instalment payments (such as Atome), the refund is processed through the payment provider and timing may depend on them.

5. What Is Not Covered
- Damage caused by misuse, accidents, or exceeding the chair's maximum load
- Damage caused by modification or assembly that does not follow our instructions
- Normal wear and tear
- Defects reported more than 7 days after delivery (these are covered under warranty, see below)

6. After 7 Days: Warranty
Defects found after the first 7 days are covered by your chair's warranty (3 or 5 years depending on the model). Please register your chair at reikoseat.com/pages/warranty-registration.

7. Marketplace Orders
Orders placed on Shopee, Lazada or other marketplaces follow that platform's return policy.