Warranty, Returns & Exchanges Policy

At RIGHTNOW®, we are committed to providing quality products and transparent service. This policy outlines your rights and our obligations regarding warranty, returns, and exchanges.

Warranty

This warranty covers specific manufacturing defects that may become apparent over a period of use.

Exclusive 90-Day Sandals Warranty (West Malaysia Only)

In addition to your statutory rights under the Consumer Protection Act 1999, RIGHTNOW® offers a ninety (90) day warranty on our sandals for customers in West Malaysia, effective from the date of receipt.

  • Coverage: This warranty applies exclusively to defects related to the adhesion (gluing) of the sandal sole components.
  • Evaluation: To make a claim, please email us with your proof of purchase and photos clearly showing the defect. (If proof of purchase is not included, your product will be evaluated by its manufacturing date.)
  • Resolution: If a gluing-related manufacturing defect is confirmed, we will offer a like-for-like exchange or store credit. We do not perform repairs.
  • Exclusions: This limited warranty does not cover:
    • Products beyond ninety (90) days from the date of receipt.
    • Any defects unrelated to gluing issues.
    • Normal wear and tear, including scuffs, scratches, or worn-down soles.
    • Damage resulting from excessive wear, misuse, abuse, or neglect.
    • Any form of alteration or modification to the product.

A Note for Our Clients in East Malaysia

Due to logistical challenges, we are currently unable to formally extend our 90-day commercial warranty to our valued customers in East Malaysia. However, we stand by the quality of our products. If you encounter a significant gluing issue with the sole component, please contact our support team at support@rightnowofficial.com. We are committed to working with you to find a fair and amicable resolution together.

Returns & Exchanges

This policy addresses issues identified upon receiving your order and provides options for size exchanges.

Part A: Returns for Defective, Damaged, or Incorrect Items on Arrival

This section is for resolving any issues you notice immediately upon unboxing your order.

  • Coverage: You are entitled to a remedy if an item you receive is defective, damaged during transit, or incorrect (e.g., wrong size, design, or color delivered).
  • Reporting Period: You must notify us by email within fourteen (14) calendar days of receiving your order.
  • Required Proof: To initiate a claim, email support@rightnowofficial.com with:
    • Your order number.
    • A clear description of the issue.
    • Clear photographic or video evidence.
  • Remedies:
    • Replacement: Our primary approach is to provide a like-for-like replacement for the product, subject to availability.
    • Refund: If a replacement is not available or the product has a major defect, you are entitled to a full refund to your original payment method.
  • Return Shipping Cost: RIGHTNOW® will cover the full cost of return shipping for all confirmed claims.
  • Condition: We request that items must be returned with their original packaging where possible.
  • Final Decision: All claims are subject to a thorough investigation by our team. Our final assessment will determine whether an issue is a genuine manufacturing defect or the result of customer misuse or normal wear and tear. We reserve the right to reject claims that do not meet the criteria for a manufacturing defect.

Part B: Exchanges for Sizing Issues (Sandals Only)

We understand that getting the right fit is important. We offer a one-time exchange for a different size of the same sandal model and color, subject to the following strict conditions:

  • For West Malaysia: As a gesture of our commitment to our clients, we are pleased to offer a complimentary one-time size exchange. This service includes free shipping for both the return of the original item and the delivery of the new size.
  • For East Malaysia (Sabah, Sarawak & Labuan): While we are dedicated to serving all our valued customers equally, significant logistical challenges currently prevent us from extending our size exchange service to East Malaysia. We sincerely apologize for this limitation and are actively exploring solutions to better serve our clients in the region.
  • Conditions for Exchange (Applicable to West Malaysia Only):
    • The exchange request must be made within fourteen (14) calendar days of receiving your order.
    • The item must be in its original, pristine, and unworn condition, suitable for resale. This means it must be free of any marks, scuffs, stains, odors, or any signs of wear. We recommend trying on footwear exclusively on a soft, carpeted surface.
    • Items must be returned with all original packaging (boxes, tags, inserts) intact.
    • Items purchased with a promotional code (except for using RIGHTNOW10) or during a sale are considered final sale and are not eligible for size exchanges.
  • Exchange Process (Applicable to West Malaysia Only):
    • Email support@rightnowofficial.com to request a size exchange. 
    • Await approval and instructions from our team. DO NOT SEND ITEMS BACK WITHOUT APPROVAL. 
    • Once approved, ship the item back to our designated address. 
    • Right to Reject: Our team will conduct a rigorous inspection upon receiving the returned item. The determination of an item's condition is at the sole discretion of RIGHTNOW®. We reserve the final right to reject any exchange request if the item does not meet the strict conditions outlined above. Items returned in a non-resalable condition will be sent back to the customer at their own expense.