Service Policies

1. Return & Refund

(Our Commitment to Excellence and Accuracy)

1. GENERAL POLICY: CUSTOM MADE GOODS

At Topremium Marketing, every product is customized specifically for your brand. Due to the personalized nature of our work, we do not offer refunds, returns, or exchanges for change of mind or subjective dissatisfaction.

2. ELIGIBILITY FOR RETURN (OUR RESPONSIBILITY)

We will accept returns and offer a full replacement only under the following strict conditions where the error is verified to be ours:

• Incorrect Supply: The item received does not match the size or model specified in the confirmed Sales Order.

• Production Error: The final product differs significantly from the details in the Approved Mockup or Physical Sample (e.g., wrong spelling, wrong logo placement).

• Manufacturing Defect: The item arrived torn, stained, or structurally damaged.

• Quality Priority: Quality is our priority; please notify us within 48 hours for any manufacturing defects.

3. COLOR ACCURACY & TOLERANCE (IMPORTANT)

We strive to match your corporate colors as closely as possible. However, the following terms apply regarding color accuracy:

• No Color Code Provided: If you do not provide a specific Pantone (PMS) color code, our team will match the color to the closest available industry standard based on our visual assessment. In these cases, we are not responsible for slight variations in shade or tone.

• Color Codes & Sampling: If a specific color code is provided, we will produce a physical sample or strike-off for your approval before mass production. Physical samples are available upon request to ensure brand color accuracy.

• Sample Approval is Final: Once a Digital Mockup or Physical Sample is approved by the client, that approval is binding.

• Screen vs. Reality: Colors on a digital screen (RGB) often look brighter than physical ink or thread (CMYK/Pantone). A variation of 10-15% in color tone is considered an acceptable industry standard.

4. NON-RETURNABLE ITEMS (CLIENT RESPONSIBILITY)

We are not responsible for:

• Client Design Errors: Spelling mistakes, low-resolution images, or incorrect artwork files approved by the client.

• Incorrect Sizing: Items that do not fit because the client selected the wrong size based on our chart.

5. THE 7-DAY CLAIM PERIOD

All claims regarding defective or incorrect goods must be made within 7 days of receiving your shipment. Any claims made after 7 days will be considered invalid.

6. RETURN PROCESS & COST

If the error is verified to be the fault of Topremium Marketing:

• Collection: We will arrange and pay for the courier to collect the defective items.

• Replacement: We will redo and replace the affected items at no extra cost.

2. Shipping & Delivery Info

(Quality is our priority. Please notify us within 48 hours for any manufacturing defects.)

1. COVERAGE AREA

Topremium Marketing offers nationwide delivery across Malaysia, including Sabah and Sarawak. We partner with reliable logistics to ensure your corporate gifts arrive on schedule (GDEX, J&T, CityLink Express).

2. PRODUCTION LEAD TIME

Production timelines are strictly calculated from the date of 50% deposit receipt and final design approval.

• Standard Printing & Embroidery: 7–10 working days.

• Custom Tailor-Made Apparel: 3–4 weeks from physical sample approval.

3. DELIVERY TRANSIT TIME

• Peninsular Malaysia: 1 – 3 Working Days.

• Sabah & Sarawak: 7 Working Days (Air Freight).

4. URGENT ORDERS (KLANG VALLEY ONLY)

For urgent deadlines within Selangor and KL, we can arrange Same-Day Delivery via Lalamove or Grab Express upon request. Note: The cost is to be borne by the client.

3. Payment Terms & Methods

(Physical samples are available upon request to ensure brand color accuracy)

1. 50% DEPOSIT

A 50% Deposit based on the official Quotation value is required to secure your order and commence production.

2. BALANCE PAYMENT

The remaining 50% Balance must be paid in full prior to delivery or collection.

3. ACCEPTED PAYMENT METHODS

• Corporate Bank Transfers / Online Instant Transfers (DuitNow/IBG):

  • Bank Name: Maybank

  • Account Name: Topremium Marketing

  • Account Number: 512848534546

• eWallet Transfer: We also accept transfers to our company eWallet account.

4. NO CASH ON DELIVERY (COD)

We strictly do not offer COD services. All payments must be cleared via bank transfer or company eWallet transfer.

5. OFFICIAL INVOICING

An official Invoice and Receipt will be issued for all transactions to facilitate your corporate accounting claims.