Refund & Return Policy

Last updated: 5 May 2026

1. Scope

This policy applies only to purchases made on our official online store, goatex.my, operated by SB Trade Industries (“GOATEX”, “we”, “us”).

Purchases made through our agents, at event booths or pop-ups, or on third-party marketplaces are subject to the return and refund policy of that seller or platform.

2. Eligible for Return or Refund

You may request a return, exchange or refund in the following cases:

  • Defective item: the product arrives damaged or with a stitching defect.
  • Wrong item: you received the wrong colour, model or quantity.
  • Lost parcel: your parcel is lost in transit, as confirmed by the courier.

3. Not Eligible for Return or Refund

We are unable to accept returns or issue refunds for:

  • Custom and made-to-order products, including items with your own logo or embroidery, or colours made to your request. These are made specifically for you and cannot be resold.
  • Change of mind, including choosing a different colour or style after purchase.
  • Used items, including items that have been worn, washed, or returned without their original tags or packaging.
  • Damage from rough use, such as wear and tear, or fading from sweat or sun exposure. Products with a GOATEX warranty may still be covered under Section 9.
  • Clearance items. All clearance sales are final.

4. Claim Period

All claims for defective, wrong or lost items must be made within 7 days of the date your parcel is delivered. Claims made after this period cannot be accepted.

5. How to Make a Claim

  1. Contact us via WhatsApp or email (see Section 11) with your order number.
  2. Attach photos or an unboxing video clearly showing the defect or the wrong item received.
  3. Wait for our team to review and approve your claim. Please do not send any item back before your claim is approved. Items returned without approval may not be accepted.

6. Return Shipping Costs

  • Our error (defective or wrong item): GOATEX covers the return shipping and the cost of sending you the replacement.
  • Any other approved return: the customer bears the return shipping cost.
  • Warranty claims: the customer bears the shipping cost both ways, to send the item to us and to receive it back after repair or replacement.

Once your claim is approved, we will give you the return address and instructions.

7. Resolution Options

For approved claims, we resolve them in this order:

  1. Exchange for the same item.
  2. Store credit for a future purchase on goatex.my, if the same item is unavailable.
  3. Full refund, if the item is out of stock and store credit is not suitable.

8. Refund Method and Timeline

Approved refunds are made to your original payment method through our payment gateway, (FPX online banking, card or e-wallet).

Refunds are processed within 7 to 14 working days after we receive and inspect the returned item. For lost parcels, the refund is processed once the courier confirms the loss.

Shipping fees are calculated at checkout based on your location and parcel. If the claim is due to our error, the shipping fee you paid on the original order is refunded together with the item price. For any other approved refund, the original shipping fee is non-refundable.

9. Product Warranty

Selected GOATEX products come with a warranty, such as the 1-year warranty on GOATEX StreetActive caps. The warranty period is stated on each product page and starts from the date of purchase.

Our warranty goes beyond manufacturing defects. It also covers damage from regular or rough use, including:

  • Logo or patch coming off
  • Worn fabric
  • Damaged brim
  • Loose or broken stitching
  • Damaged strap or buckle

How to claim: contact us on any of our official channels (WhatsApp, email or social media) with your order number and photos of the damage. Our team will guide you through the next steps. We will repair the item wherever possible. If it is beyond repair, we will replace it with a new cap.

Shipping costs for warranty claims, both to send the item to us and to return it to you, are borne by the customer.

10. Order Cancellation

You may cancel your order within 24 hours of placing it, provided it has not yet been shipped. Contact us as soon as possible with your order number, and we will issue a full refund to your original payment method.

Custom and made-to-order products cannot be cancelled once production has started.

11. Contact Us

SB Trade Industries (GOATEX)

This policy does not affect your statutory rights under the Consumer Protection Act 1999 and other applicable Malaysian laws. GOATEX may update this policy from time to time, and the version published on goatex.my at the time of your purchase applies.