RETURN POLICY

1.Terms of Return.    

• Product returns are applicable ONLY for Solvil et Titus.
• We are unable to refund worn, sized or engraved Products.
• Under our return policy you may contact our customer services (email: cs@citychain.com.my or phone:  03-8068 6898)for return of a Product by mail or at our authorised retailers in Malaysia. We will not entertain any return of a Product after 14 days from date of purchase under any circumstances.
• A Product must be returned in its original condition, i.e. in the same condition as when originally purchased with all original packaging materials, accessories, unused warranty cards, instruction booklets, free gift and gift redemptions, if any. If a free gift and/or gift redemption item is not returned, additional charges will be applied.
• We will determine whether a returned Product is in its original condition (i.e. in the same condition as when originally purchased with all original packaging materials, accessories, unused warranty cards, instruction booklets and gift redemption). Upon receiving your Product, we shall send you an email within 7 working days informing you whether your request for refund is accepted. Our decision will be final.
• We will determine whether a returned Product is defective, and our decision will be final.
• Returns for Products purchased at our authorised retailers will not be accepted through this Website.
• Authorised retailers outside of Malaysia DO NOT ACCEPT returns for citychain.com.my
• If your return of Product is accepted, we will refund the Net Price per Unit of each returned Product. The refund will be credited to the original payment account, to the same person who paid for the transaction. Fees including but not limited to the following items will not be refunded:

For Malaysia deliveries:

• Costs incurred during the purchase of Product, like fees charged by payment gateway and/or credit card issuers, insurance costs and all other related miscellaneous costs incurred for the purchase of the Product will not be refunded.

• Costs incurred for the return of Products to us, like shipping costs, any fees charged by payment gateway and/or credit card issuers, insurance costs and all other related miscellaneous costs will also not be refunded.

• We reserve the right to handle any disputes by return of Products, refunds or cancellation of Order.

2. Return by Mail and Procedure for Return by Mail

Please read our Terms of Return carefully before your return.

• Please contact us through cs@citychain.com.my or phone: 03-8068 6898 indicating your invoice number by e-mail to get a Return Authorisation (RA) code before return.
• When returning a defective Product, please clearly state the defects.
• The RA code and the address for return will be emailed to you within 3 working days.
• The Product together with the original invoice and a copy of our email reply (indicating your RA code for return) (“Required Documents for Product Return”) must be posted to us by mail within 7 working days upon receiving the RA code.
• We will not accept returns without Required Documents for Product Return (For gift purchase without an invoice, please contact customer services through cs@citychain.com.my).
• Wrap the package securely and return the Products together with the Required Documents for Return.
• For your protection, ship your return via a traceable carrier, or a prepaid courier service. All the return shipping charges are to be borne by you. “Collect Charge” shipment will be refused.
• Please insure your Product for its Net Price per Unit. We are not responsible for the damage or loss for returned Products that are not insured.
• Send your return package to the address we provide when we give you the RA code. Please DO NOT return the Products to any address in our other documents, or in our Website or we may not be able to trace the return shipment and we will not be responsible for the lost shipment in transit.
• Once your returned package has been received by us, it is processed and inspected before we proceed in approving or disapproving the return. Upon receiving your Product, we shall send you an email within 7 working days informing you whether your request for refund is accepted.

3. Return at Authorised Retailers and Procedure for Return to Our Authorised Retailers in Malaysia.

Please read our Terms of Return carefully before your return.

• Please contact us through cs@citychain.com.my or phone: 03-8068 6898 indicating your invoice number and preferred authorised retailer for return to get a Return Authorisation (RA) code before return.
• When returning a defective Product, please clearly state the defect.
• You may view the list of authorised retailers at the Store Locator.
• The RA code and authorised retailer’s address will be emailed to you within 3 working days.
• The Product together with the Required Documents for Product Return must be returned to our authorised retailer within 7 working days upon receiving the RA code.
• We will not accept returns without Required Documents for Product Return (For gift purchase without an invoice, please contact customer services through cs@citychain.com.my).
• After obtaining the RA code, please visit our authorised retailer with the Product and Required Documents for Return. The authorised retailer will conduct an inspection of the Product and fill in the Return Instruction Form to specify the condition of the Product and confirm our receipt of the Product. You are required to sign the Return Instruction Form to acknowledge the details stated in the Return Instruction Form.
• Once your returned package has been received by us, it is processed and inspected before we proceed in approving or disapproving the return. Upon receiving your Product, we shall send you an email within 7 working days informing you whether your request for refund is accepted.

EXCHANGE POLICY

1.Terms of Exchange

• Under our exchange policy, you may contact our customer services for exchange of Product within 14 days by mail or at our authorised retailers in Malaysia. We will not entertain requests made after 14 days.
• For exchange of Product by mail and at authorised retailer, the Product must be returned in its original condition and packaging (with all hanging tags, warranty card, spare parts, free gifts and gift redemptions, if any), and without any signs of damage, alteration or wear and tear. If a free gift and/or gift redemption item is not returned, additional charges will be applied. We are unable to exchange worn, sized or engraved watches.
• For exchange of Product by mail and at authorised retailer, a Product can only be exchanged once.

2. Exchange by Mail and Procedure for Exchange by Mail

Please read Terms of Exchange carefully before your exchange.

• Please contact us through cs@citychain.com.my or phone: 03-8068 6898 indicating your invoice number by e-mail to get a Return Authorisation (RA) code before return
• The RA code and the address for return will be emailed to you within 3 working days.
• The Product together with the original invoice and a copy of our email reply (indicating your RA code for exchange) (“Required Documents for Exchange”) must be posted to us by mail within 7 working days upon receiving the RA code.
• We will not accept returns without Required Documents for Exchange (For gift purchase without an invoice, please contact customer services through cs@citychain.com.my).
• If your request for exchange is accepted, you are required to make a new Order at our Website.
• The procedures of Return will be applied. We will refund the Net Price per Unit of each Product. You are required to make a new Order at our Website (please be reminded that you shall only make a new Order after receiving our confirmation of acceptance of your return). Deliveries within Malaysia are free. Please refer to II. Purchase Procedures, III. Tax, Duties and Customs Policies and IV. Insurance for the new Order Procedures. For other costs incurred in the Return, “Terms of Return” section under Return Policy applies.
• We will determine whether a returned Product is in its original condition (i.e. in the same condition as when originally purchased with all original packaging materials, accessories, unused warranty cards, instruction booklets and gift redemption) and our decision will be final.
• After receiving the RA code and address for return by email, wrap the package securely and return the Products together with the Required Documents for Exchange.
• For your protection, ship your return via a traceable carrier, or a prepaid courier service. All the return shipping charges are to be borne by you. “Collect Charge” shipment will be refused.
• Please insure your Product for its Net Price per Unit. We are not responsible for the damage or loss for returned Products that are not insured.
• Send your return package to the address we provide when we give you the RA code. Please DO NOT return the Products to any address other than the ones stated in our email, or in our Web Site or we may not be able to trace the return shipment and we will not be responsible for the lost shipment in transit.
• Once your returned package has been received by us, it is processed and inspected before we proceed in approving or disapproving the exchange. Upon receiving your Product, we shall send you an email within 7 working days informing you whether your request for exchange is accepted.
• You are responsible for all taxes and duties and shipping costs for the new purchase Order.

3.Exchange at Authorised Retailers in Malaysia and Procedure for Exchange at Our Authorised Retailers in malaysia.

Please read our Terms of Exchange carefully before your exchange.

• Please contact us through cs@citychain.com.my or phone: 03-8068 6898 indicating your invoice number, preferred authorised retailer for return, chosen Product to exchange (optional) by e-mail to get a Return Authorisation (RA) code before return. You may view the list of authorised retailers at the Store Locator on this Website. We shall check the availability of your chosen Product.
• If your chosen Products available, we shall send you the RA code and authorised retailer’s address by email within 3 working days upon receiving your email.
• If your chosen Products out of stock, we shall suggest other Products for exchange by email within 3 working days upon receiving your email. Please choose another Product for exchange by replying us within 3 working days upon receiving our suggestion. We shall send you the RA code and authorised retailer’s address by email within 3 working days upon receiving your confirmation on the newly chosen Product for exchange. Alternatively, if you do not wish to choose from the suggested Products, please inform us to arrange for refund within 3 working days upon receiving our suggestion.
• The Product together with the Required Documents for Exchange must be returned to our authorised retailers within 7 working days upon receiving the RA code.
• We will not accept returns without Required Documents for Exchange (For gift purchase without an invoice, please contact customer services through cs@citychain.com.my).
• Our authorised retailers will determine whether a returned Product is in its original condition (i.e. in the same condition as when originally purchased with all original packaging materials, accessories, unused warranty cards, instruction booklets and gift redemption) and our decision will be final.
• If you and our authorised retailer are unable to agree on the condition of the Product, our authorised retailer will fill in the Return Instruction Form and confirm our receipt of the Product. You are required to sign the Return Instruction Form to acknowledge the details stated in the Return Instruction Form. The returned Product will then be sent to us for inspection which will take 3 to 5 working days. Our decision will be final.
• If the Net Price per Unit of the Product exchanged is lower than the Net Price per Unit of the Product returned, the difference will not be refunded. If the Net Price per Unit of the Product exchanged is higher than the Net Price per Unit of the Product returned, the difference will be charged to you.
• After receiving the RA code, address of our authorised retailer and availability of your chosen Product, return the Products (in its original condition, see Terms of Return) together with the Required Documents for Exchange (For gift purchase without an invoice, please contact customer services through cs@citychain.com.my).
• Our authorised retailer will inspect the Products. Upon our inspection that the Products are in their original condition and without any signs of damage, alteration or wear and tear, we will arrange for an exchange of your chosen Product. If it is found that the Products do not fulfill the aforesaid conditions, your exchange will be rejected.