EXCHANGE & RETURN POLICY

Exchanges

We are happy to offer exchanges within 7 days from receipt of delivery/collection for all items purchased from BTOP LLP if the following conditions are met:

  1. You will need to contact our Customer Service team at btopmalaysia@gmail.com with your name and order number within 7 days from receipt of delivery, and
  2. Product is in sellable condition with its original packaging, and
  3. Product(s) does/do not fall under non-exchangeable category (refer to list below), and
  4. You are exchanging for something of same or higher value*.

To exchange an item, please send it back to our Malaysia warehouse at PT59 Taman Pemuda,

Jalan Tok Kenali, Kota Bharu, Kelantan, Malaysia

Terms & Conditions

  • Exchanges for items of a lower value is possible but we will not be able to refund the balance in cash or store credit.
  • Valid for one-time exchange only.
  • If a second exchange needs to be done, customers have to pay standard courier fee (for delivery).
  • Customers have to bear the cost of shipping products back to our headquarters

Non-exchangeable items include:

  • Food
  • Plants (including terrariums)
  • Socks
  • Earrings
  • Inner wear
  • Altered items
  • Baby products
  • Beauty & Grooming products
  • Pet clothes and accessories

 

Returns

We are happy to offer returns within 7 days for any defective items that you have purchased from BTOP LLP, if the following conditions are met:

Do send us an email to btopmalaysia@gmail.com with the information, in order for us to facilitate your return request as our team must first receive and access this:

  1. Photo of the defect(s) within 7 days from receipt of delivery, and
  2. Item purchased has a manufacturing defect or damage caused by delivery.

Terms & Conditions

  • The value of returned product(s) will be credited to you via the same credit card used to make the payment via Paypal, or store credits, whichever you prefer.