Terms and Conditions

SHIPPING & DELIVERY

1.a) Home & Office Delivery

1. FREE Home Delivery services is available for purchase within Kota Kinabalau & Sandakan Area Only. Your parcel will be delivered using Borneokaki internal delivery team.
   
2. For other places in Malaysia, we will courier the items to you via a Third Party Delivery Partner. Please note that the delivery will be subjected to the terms and conditions of the delivery partner. For example, the courier of fresh food and liquid items maybe prohibited. For further information, please contact our hotline at 012 285 7971.
   
3. Once order and payment is made, you are not allowed to change the delivery address unless special case.
   
4. Home & Office Delivery orders will be delivered within 2 – 6 working days.
   
5. Free Delivery are applicable for orders within Kota Kinabalau & Sandakan Area Only.
   
6. Here are more information on Delivery schedule:

Mon = 5km from 1 Borneo
Tue = 5km from City Mall
Wed = 5km from ITCC Penampang
Thu = 5km from Suria Sabah
Fri = 5km from Giant Putatan
Sat = 5km from Giant Kolombong

FREE delivery within 20km of KK City
FREE delivery within 5km of Sandakan City

1.b) Delivery Time

1. We always strive to provide the best to delivery your orders as soon as we can.

1. Delivery will be available from Monday to Saturday during office hours, excluding Sunday and Public Holidays. For delivery after office hours, please inform our team.

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EXCHANGE POLICY

1. For exchange, please contact our Customer Service by phone at 012-2857971 or email “info @ softwise .com.my” with your order number and information on the affected item within 3 days of receiving the goods.

Exchange of Products can be arranged under the following reasons:

1. If the products delivered is in damaged or defective condition; or
2. If the products is near expiry or expired; or
3. If the product is different from the Order delivered.Products for exchange shall be returned in its original condition, quantity and packaging as it first delivered to customer together with proof of purchase.

Exchange of Products can only be for the following:

1. Products have to be exchanged with the same product.
2. Products have to be of the same brand.
3. Products have to be of the same quantity & volume size.

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RETURN & REFUND POLICY

1. Should there be any discrepancy on the products delivered and Customer wishes to return and refund, Customer need to notify Borneokaki Customer Service by phone 012-2857971 or email “info @ softwise .com.my” to report on the products upon 3 days of receiving the goods. Please allow up to 7 working days for your inquiry to be processed.
2. Return/Refund of Products can be arranged under the following reasons:

• If the products delivered is in damaged or defective condition; or
• If the products is near expiry or expired; or
• If the product is different from the Order delivered. Products for return or refund shall be returned in its original condition, quantity and packaging as it first delivered to customer together with proof of purchase.

Easy steps on how to return & refund

Step 1 : Inform Borneokaki Customer Service Team by phone 012-2857971 or email “info @ softwise .com.my”

Step 2 : Borneokaki Service Team will arrange to pick up the return goods from customer

Step 3 : Full payment will be refunded within 7 days of goods return