How to Request for Cancellation/Return/Exchange

• You can request for cancellation after completing payment and if product has not been dispatched by then, cancellation request is approved and you can receive refund.
  But, in case seller has already dispatched product, cancellation request can be rejected.
• You can request for return after obtaining product, you should send the product in question to seller.
  After seller checks if returned product is flawed, and approves your request, return is completed and payment is refunded.
• You can request for exchange if wrong product is shipped, you should send the product in question to seller.
  After seller checks if returned product is flawed, seller approves your request, and re-sends new product.

Criteria for Return/Exchange

You can request for return/exchange within 7 calendar days following delivery date. But return/exchange request cannot be made in following cases:

• When request due to change of mind is made after 7 calendar days following delivery date
• When product is used, destroyed or damaged
• When tag attached to product is removed or package of product is opened and product value is damaged
• When sealed package is opened or packaging materials are lost
• When too much time has passed and product value has so decreased that its re-sale is not possible
• When return/exchange request is made for customized product such as hand-made shoes or accessories
• When components of product (including free gift) have been used or lost
• When buyer did not follow instructions included in product

As e-voucher products are immediately sent to your e-mail, returns/exchanges are not available. Please take note of this before purchase, and input your e-mail address correctly.

As Mobile Top-up products are directly reloaded on your cell phone number, returns/exchanges are not available. Please take note of this before purchase, and enter your cell phone number correctly.

For any inconvenience regarding Cancellation/Return/Exchange, please email to hello@11street.my and we will do our best to help you.

Notice

• Please note that, direct transaction with the seller without using 11street payment service can cause problems such as; not receiving the product, receiving different product etc.
• For sales products and contents registered by the seller, 11street run by Celcom Planet has no responsibility on any of the registered contents.