After-Sales Policy
Exchange, Replacement & Warranty
At CoalaKids, we want to make sure you have a smooth and worry-free experience with your purchase. This After-Sales Policy explains our policies regarding Exchanges, Product Replacements, and Warranty.
Please read this policy carefully to understand the applicable conditions and timeframes.
1. General Policy
All purchases are considered final once payment has been made.
Change-of-mind returns, refunds, or exchanges are not accepted.
Exchanges, replacements, and warranty services are only available under the specific circumstances and within the applicable timeframes stated in this policy.
All after-sales requests are subject to verification and approval by CoalaKids.
2. Quick Guide — What Should I Do?
Please refer to the guide below to determine which policy applies to your situation:
| Situation | Applicable Period | Solution |
|---|---|---|
| Change of mind | Not applicable | Not eligible |
| Size or colour exchange | Within 3 days of receipt | Exchange |
| Wrong item received | Within 7 days of receipt | Replacement |
| Defective item received | Within 7 days of receipt | Replacement |
| Manufacturing defect after 7 days | Within warranty period | Repair or Replacement |
| Extend warranty | Within 3 days of receipt | RM9.90 → Total 12-month warranty |
3. Size & Colour Exchange
Size and colour exchanges are allowed within 3 days from the date the customer receives the item.
The item must be returned in saleable condition and meet all of the following requirements:
- Original tags must be intact
- Item must be unworn
- Item must be unwashed
- Item must be unaltered
A RM5 administration fee will apply to each approved size or colour exchange.
All return and shipping costs for size or colour exchanges will be borne by the customer.
Exchange requests that do not meet the above requirements may be declined.
4. Wrong Item Received
If you receive an item that is different from the item you ordered, please contact our Customer Service team within 7 days from the date you receive the item.
You may be required to provide photographs and/or videos of the item received and your order for verification.
Once the request has been verified and approved, CoalaKids will arrange for a replacement and redeliver a new parcel containing the correct item.
No cash refund or Store Credit will be provided for wrong items received.
All shipping costs associated with an approved wrong-item replacement will be borne by CoalaKids.
5. Defective Item Received
If you receive a product with a manufacturing defect or product malfunction, please contact our Customer Service team within 7 days from the date you receive the item.
You may be required to provide photographs and/or videos of the product and the reported issue for verification.
Once the issue has been verified and the request has been approved, CoalaKids will arrange for a replacement and redeliver a new parcel.
No cash refund or Store Credit will be provided for defective items received.
All shipping costs associated with an approved defective-item replacement will be borne by CoalaKids.
If the reported issue does not qualify as a manufacturing defect, the request may instead be handled under our Warranty Policy, where applicable.
6. Warranty
6.1 Default Warranty
CoalaKids provides a default 6-month warranty covering manufacturing defects and product malfunctions that occur under normal and intended use.
The warranty period begins from the date the customer receives the product.
The warranty start date will be determined based on the delivery date recorded in the courier tracking information associated with the order and provided to the customer by CoalaKids.
For example, if the tracking information shows that the product was delivered on 1 January, the warranty period will begin on 1 January and remain valid for 6 months from that date.
6.2 Warranty Eligibility
The warranty applies to products purchased directly from CoalaKids / JJOT GROUP SDN BHD or our authorised distributors.
Customers must provide valid proof of purchase, such as an order number, receipt, or invoice, when making a warranty claim.
All warranty claims are subject to assessment and verification by CoalaKids.
6.3 What Is Covered
The warranty covers:
- Manufacturing defects in materials or workmanship
- Product malfunctions resulting from manufacturing defects
- Defects that occur under normal and intended use of the product
6.4 What Is Not Covered
The warranty does not cover:
- Damage caused by misuse, improper use, negligence, or accidents
- Damage caused by improper care, cleaning, washing, or maintenance
- Damage caused by overloading or use beyond the product's intended purpose
- Damage caused by unauthorised modifications, alterations, or repairs
- Normal wear and tear, including scratches, fading, stains, or natural deterioration of materials over time
- Cosmetic damage that does not affect the functionality of the product
- Damage caused by exposure to extreme weather conditions, fire, or other environmental factors
- Damage caused by animals or other external factors
- Products purchased from unauthorised sellers or retailers
- Any other damage determined by CoalaKids to have resulted from circumstances other than a manufacturing defect
7. Extended Warranty
Customers may purchase an additional 6-month Extended Warranty for RM9.90.
The Extended Warranty extends the total warranty period from 6 months to 12 months from the original date of receipt.
The Extended Warranty must be purchased within 3 days from the date the customer receives the product, based on the delivery date recorded by the courier tracking information.
Once the Extended Warranty has been successfully purchased and payment has been verified, the product will be covered for a total of 12 months from the original receipt date, subject to all other terms and conditions stated in this policy.
The Extended Warranty cannot be purchased after the 3-day purchase period has expired.
8. Warranty Claims
To make a warranty claim, customers must:
- Contact our Customer Service team via +60 11-3306 2728 within the applicable warranty period.
- Provide valid proof of purchase.
- Provide a detailed description of the issue or defect.
- Provide photographs and/or videos of the product and reported issue when requested.
- Return the product to us for inspection if requested.
All warranty claims must be submitted within the applicable warranty period.
9. Warranty Assessment
Upon receiving a warranty claim, CoalaKids will assess the reported issue to determine whether it qualifies for warranty coverage.
We may request additional information, photographs, videos, or the physical product for inspection before determining the outcome of the claim.
A warranty claim will only be considered approved once CoalaKids has confirmed that the reported issue qualifies under this policy.
10. Warranty Remedies
If a product defect is confirmed and the warranty claim is approved, CoalaKids will provide an appropriate remedy based on the nature and extent of the defect.
The remedy may include:
- Repair the defective product at no additional cost; or
- Replace the defective product with the same model.
If the original model is no longer available, CoalaKids may replace it with an equivalent model of similar value and functionality.
The appropriate remedy will be determined by CoalaKids based on the circumstances of each warranty claim.
11. Shipping Costs
For an approved warranty claim made within the valid warranty period, CoalaKids will bear the shipping costs associated with the warranty service, including the return of the product for inspection, repair, or replacement where applicable.
For approved defective or wrong item replacements within 7 days of receipt, all shipping costs associated with the replacement will be borne by CoalaKids.
For size or colour exchanges, all return and shipping costs will be borne by the customer.
For any after-sales request made outside the applicable warranty or exchange period, all shipping and related costs will be borne by the customer.
If a product is submitted for inspection and the issue is determined not to be covered under this policy, CoalaKids reserves the right to require the customer to bear any applicable shipping costs.
12. Product Condition Requirements
For size and colour exchanges, the returned product must:
- Have the original tags intact
- Be unworn
- Be unwashed
- Be unaltered
- Remain in saleable condition
Requests that do not meet all of the above conditions may be declined.
These product condition requirements do not apply where the condition of the product is directly caused by a verified manufacturing defect or incorrect delivery.
13. After-Sales Request Process
To submit an exchange, replacement, or warranty request, please contact our Customer Service team with the following information:
- Order number or proof of purchase
- Details of the product concerned
- Reason for the request
- Photographs and/or videos of the product and issue, where applicable
Our Customer Service team will review your request and provide further instructions if it is eligible.
Please do not return any product before receiving instructions from our Customer Service team.
14. Important Timeframes
Size / Colour Exchange
Within 3 days from receipt.
Extended Warranty Purchase
Within 3 days from receipt.
Wrong Item Replacement
Within 7 days from receipt.
Defective Item Replacement
Within 7 days from receipt.
Default Warranty
6 months from receipt.
Extended Warranty
Additional 6 months for RM9.90, extending the total warranty period to 12 months from receipt.
15. Important Notes
- Change-of-mind returns, refunds, or exchanges are not accepted.
- Defective or wrong items received within 7 days are eligible for replacement after verification and approval.
- Approved defective or wrong item replacements will be redelivered in a new parcel.
- No cash refund or Store Credit will be provided.
- Size and colour exchanges are subject to a RM5 administration fee.
- Customers are responsible for all return and shipping costs related to size or colour exchanges.
- Warranty claims are subject to assessment and approval by CoalaKids.
- Proof of purchase is required for all after-sales requests.
- Products must not be returned without prior instructions from our Customer Service team.
16. Changes to This Policy
JJOT GROUP SDN BHD reserves the right to modify or update this After-Sales Policy from time to time.
Any changes will apply to purchases made after the updated policy has been published, unless otherwise required by applicable law.
Changes to this policy will not affect valid exchange, replacement, or warranty rights applicable to purchases made before the changes take effect.
17. Governing Law
This After-Sales Policy shall be governed by and interpreted in accordance with the laws of Malaysia.
Any dispute arising in connection with this policy shall be subject to the applicable laws and jurisdiction of Malaysia.
Contact Us
If you have any questions regarding our After-Sales Policy, please contact our Customer Service team:
JJOT GROUP SDN BHD (CoalaKids)
Company Registration No.: 201701004506
Address: NO. 15-2, Jalan Tanjung 13/2, Bandar Sri Damansara, 52200, Kuala Lumpur
Email: hello@coalakids.com
Contact Number: +601133062728