This policy explains when a refund, return or exchange is available for orders placed with Kova Display & Packaging Sdn. Bhd. Because most of what we supply is produced or finished to a Client's specification, this policy distinguishes clearly between stock items and custom-produced items, and should be read together with our Terms & Conditions.
Kova supplies both off-the-shelf stock items and made-to-order custom production, including work produced in-house and work placed with our outsourcing and subcontracting network. Because custom production involves committed material, print and finishing costs specific to a Client's order, our approach to refunds differs materially between stock and custom-produced categories. This policy sets out both, so there are no surprises once a production order is confirmed.
Unmodified, plain (non-printed) stock items may be returned for a refund or exchange within 7 calendar days of delivery, provided the item is unused, in its original packaging, and accompanied by proof of purchase. The Client is responsible for return shipping costs unless the return is due to our error or a defect covered under Clause 4. Stock items that have been part-consumed, used, or that are no longer in resaleable condition are not eligible for return under this clause.
Boxes, labels, signage, banners, display stands and printed materials produced to a Client's specification — whether printed or finished in-house or placed with a subcontractor — are made to order and are not eligible for return or refund once production has commenced, except where the item is defective or does not match the proof the Client approved, as covered under Clause 4. This applies even where the specification was supplied by the Client's own brand guidelines or marketplace listing, since the cost of materials and production has already been committed on the Client's instruction.
If an item arrives damaged, defective, or does not match the proof you approved, notify us within 72 hours of delivery at kova_display@outlook.com, including your order reference, a description of the fault, and clear photographs of the affected items and packaging. Claims submitted after this window may still be considered at our discretion but cannot be guaranteed. Once verified, we will offer, at our discretion, a reprint or replacement of the affected units, a partial refund reflecting the affected quantity, or a full refund where the fault affects the entire order and a suitable replacement cannot be produced within a reasonable time.
If we ship a product, quantity or specification that does not match your confirmed order and approved proof, this is treated as our error and Clause 4 applies in full, at no cost to you, including return shipping of the incorrect items where applicable. Where an error results from artwork, specification or quantity information that the Client approved or supplied incorrectly, Clause 3 applies instead, as production followed the Client's own instruction.
To start a return or claim, email kova_display@outlook.com with your order reference and the reason for the request. We will confirm eligibility, and where a physical return is required, provide instructions for how and where to send the goods. Please do not send items back before receiving this confirmation, as unsolicited returns may not be processed promptly.
Approved refunds are issued by bank transfer to the account used for the original payment, or another account you nominate in writing, within 14 business days of approval. Refunds are issued in Malaysian Ringgit (MYR); where the original payment was made in another currency, the refunded amount reflects the MYR value received, less any transaction charges already incurred by Kova that are not recoverable.
The following are non-refundable except where the entire order is cancelled due to our error: artwork setup, plate, die or mould charges once incurred; outbound freight and courier charges once goods have been dispatched; and customs duties or import taxes paid on international shipments. These represent real, non-recoverable costs paid to production partners and third parties on the Client's instruction.
For custom-produced and subcontracted orders requiring a deposit, cancellation before production has commenced and before the deposit has been committed to material or subcontractor costs is refundable in full. Cancellation after production has commenced forfeits the portion of the deposit already committed to materials, print setup and subcontractor costs incurred up to that point, with any remaining balance refunded. We will provide a breakdown of costs incurred on request.
Physical or digital proofs and pre-production samples requested to evaluate colour, material or finish before committing to a full run are charged at cost, where a charge applies, and are non-refundable, as they are produced specifically for your approval. Proof and sample charges may be credited against a subsequent production order at our discretion, where agreed at the time the proof is requested.
Exchanges for a different size or variant of a stock item follow the same eligibility conditions as Clause 2 and are subject to stock availability. Exchanges are not available for custom-produced or subcontracted items once production has commenced, other than under the defect provisions in Clause 4.
For any refund, return or cancellation request, contact kova_display@outlook.com or call +6014-238 2107, quoting your order reference. Our registered address is LG 1-2, Seri Gembira Avenue, No. 6, Jalan Senang Ria, Kuchai Lama, 58200 Kuala Lumpur, W.P. Kuala Lumpur, Malaysia.