This policy explains when a refund, return or exchange is available for orders placed with Trainmotion Adventure Sdn. Bhd. Because our catalog is priced and sold per unit, and apparel, fitness and outdoor equipment items carry an inherent manufacturing tolerance in dimensions and weight, this policy sets out what is and isn't covered, and should be read together with our Terms & Conditions.
Trainmotion Adventure supplies wholesale sportswear, activewear, sporting goods, fitness and outdoor equipment items, priced and sold per unit rather than in fixed-size sets. Because each order is packed against real stock on hand, and because apparel, hardware and equipment components carry natural manufacturing tolerance in dimensions and weight, this policy sets out clearly what qualifies for a refund, return or exchange so there are no surprises once an order is confirmed.
Unused items in their original packaging may be returned for a refund or exchange within 7 calendar days of delivery, provided they are 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. Items that have been used, assembled or are no longer in resaleable condition are not eligible for return under this clause.
Every product listing states an approximate manual measurement tolerance of 1 to 3 cm, since apparel, hardware and equipment items are measured by hand rather than machine, and product weight may vary slightly between units within the same production run. The actual colour of an item may also differ slightly from photographs shown on the website due to monitor brightness, display settings, lighting conditions and photo-taking environment. Variance within these stated tolerances is not considered a defect and is not eligible for return, refund or exchange under this policy.
If an item arrives damaged, defective, or with a fault beyond the tolerance described in Clause 3 — including non-functioning zippers, wheels, locks or straps — notify us within 72 hours of delivery at trainmotion.adventure@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 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 is not available.
If we ship a SKU or quantity that does not match your confirmed order, 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.
To start a return or claim, email trainmotion.adventure@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 Trainmotion that are not recoverable.
The following are non-refundable except where the entire order is cancelled due to our error: 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 third parties on the Client's instruction.
For bulk orders requiring a deposit, cancellation before the order has been packed and before the deposit has been committed to stock allocation is refundable in full. Cancellation after packing has commenced forfeits the portion of the deposit already committed to stock and handling costs incurred up to that point, with any remaining balance refunded. We will provide a breakdown of costs incurred on request.
Single-unit samples requested to evaluate material, build quality or colour before committing to a bulk order are charged at cost and are non-refundable, as they are set aside specifically for your evaluation. Sample charges may be credited against a subsequent bulk order at our discretion, where agreed at the time the sample is requested.
Exchanges for a different SKU or colourway follow the same eligibility conditions as Clause 2 and are subject to stock availability. Exchanges are not available where the item falls within the dimension, weight or colour tolerance described in Clause 3.
For any refund, return or cancellation request, contact trainmotion.adventure@outlook.com or call +6012-924 6228, quoting your order reference. Our registered address is Suite A-3-9, 8 Avenue Business Centre, Jalan 8/1, 46050 Petaling Jaya, Selangor, Malaysia.