TERMS and CONDITIONS

WHY BUY FROM FOTO-ZZOOM?

24 Stores Nationally 100% Imported Stock change to:
-    30+ stores in Klang Valley

Customer assistance change to:
-   Authorized dealer for all brands

Helpful and Expert Staff change to:
-   100% authorized dealer stocks

Phone or E-mail change to:
-   Original manufacturers’ warranty

Peace of Mind change to:
Customer Care Team:
-   14 Day Exchange

Free Return Shipping Return In Store change this whole section to only:
-   Phone or email every Mon- Fri 9am – 5pm

FAQ

  1. Registration and Your Online Account
  2. Orders
  3. Delivery
  4. Cancelling your order
  5. Returns and Refunds
  6. Product and General Information
  7. Store Information

 

  1. Registration and Your Online Account
  2. i     Why should I register to shop?

    Registering with us helps speed up the ordering process for you and allows you to keep track of your orders and refunds online.

    ii     By registering, will I automatically receive marketing emails from you?

    No, not unless you sign up to our newsletter. If you do sign up, you can ask to be taken off our mailing list at any time

    iii     By registering, will you pass my details on to any other companies?

    No, we will not pass your details on to other companies.

    iv     What do I do if I have forgotten my password or my password does not work?

    If you have forgotten your password, we will need to reset it for you. Please click here, so that we can reset your password

  3. Orders
  4. i     How secure is your website?

    As safe as it possibly can be.

    We store any information you give us securely using high-level SSL encryption technology - the most advanced security software currently available for online transactions

    ii     What do I do if there is a problem with my order?

    Our Customer Care team is here to assist you with any problems. Click here for contact details.

    iii     Can I cancel my order?

    Please click here for details.

    iv     Can I add an item to my order after I have placed my order?

    Unfortunately not, you will need to place a separate order for anything else that you want to buy.

    v     Do you have installment plan?

    Unfortunately, we do not offer any installment plans with banks and credit card companies at the moment. Please contact your credit card company for installment arrangements if you need them now. We are working on this and will post it on our website when this facility is available.

    vi     Why has my card been declined?

    Your bank will be able to inform you why your card has been declined.

    vii     Why have you cancelled my order?

    Please click here to contact our Customer Care team.

    viii     Can I order from overseas?

    You can order from the countries which we deliver. Click here to see the countries we deliver to.

    ix     What is your exchange rate for overseas orders?

    Your card provider will apply the exchange rate when your card is charged.

    x     Can I find out if you will be getting replacement stock on items that have sold out?

    We cannot guarantee you that we will be able to restock them but we regularly update our site so it is worthwhile checking again.

    xi     You confirmed my order but I have now received an email saying one of the items is out of stock. Will I be charged for it?

    No, we will cancel the item from your order and you will not be charged.

  5. Delivery
  6. i     Which couriers do you use for your deliveries?

    We use services of GDEX and CityLink depending on the destination and the size of parcel.

    ii     How long will my order take to arrive?

    For ‘in-stock’ products: products shipped on the same day if payment is received before 3pm Malaysian time. GDEX and CityLink typically deliver within 1-2 working days. FZZ will provide customers with courier tracking number once the product is shipped. Please contact our customer care if you do not receive your parcel within 3 working days after you have received your courier tracking number. FZZ will not be responsible for any parcel unclaimed after 1 month from date of ship.

    For order for backordered products: please allow 1-2 weeks for delivery. Typically, products will be shipped within 1 week. FZZ offers full refund if we could not deliver your products within 2 weeks.

    For international shipping: please allow 3-5 working days for delivery. Arrival time for international orders varies according to location. Click here to find out specific estimated arrival time for your country.

    FZZ is not responsible for products unclaimed by customer one month after delivery.

    iii     Can I check how my order is progressing?

    Yes, you can check how your order is progressing through our system by logging in to your account. Please click here to log in to your account.

    iv     How do I track my order?

    We will provide email to you your courier tracking number once your product has been shipped.

    v     Do I need to sign for my delivery?

    Yes, a representative present at the time of delivery needs to sign for your delivery.

    vi     What happens if you deliver whilst I am out?

    The courier service company will leave a note in your mailbox and you shall contact them to arrange the delivery.

    vii     Can I change the delivery address for my order?

    Unfortunately we are not able to change the delivery address on any orders.

    viii     Do you deliver overseas?

    Yes. Please click here to see the countries that we deliver to.

    ix     I have received an incorrect item in my order, what do I do?

    Click here to request for a Returns Authorization Number (RAN).

    x     What do I do if there is a problem with my delivery?

    Our Customer Care team is here to help you with any problems. Click here for contact details.

  7. Cancelling your order
    1. Obtain Returns Authorization Number (RAN) by emailing us at services@fotozzoom.com.
    2. You must prior to returning any goods received obtain a RAN. Failure to do so will result in your refund taking up to 28 days to process or the product being returned to you. Please note - Once you have been issued with a returns reference you must return the goods to us within 7 days, failure to do this will result in the returns reference being cancelled, this may then result in a delay processing your refund.

    3. Write RAN clearly outside of the packaging. Please also include your receipt in the package.
    4. Mail the goods with their receipt to:
      • The goods must be returned with all accessories, packaging, instructions and any other items included with it at time of sale (including free gifts). You must take reasonable care of the goods and return them in its original and undamaged condition.
      • Digital products can only be accepted if the software is still sealed.
      • A proof of purchase must be supplied.
      • We will not refund any items that have been specially made to your individual specification or personalized.
      • Where we have made a charge for postage, this will be deducted from your refund if the goods have been dispatched to you.
      • This offer does not apply to film, developing or printing services.
    5. Foto-Zzoom
      7-11, Jalan SG 1/3,
      Taman Sri Gombak,
      68100 Batu Caves,
      Selangor.

      If you cancel your order after the goods have been dispatched, you will be responsible for returning the goods to FZZ at your own cost and we strongly recommend you use an insured or recorded delivery method such as GDEX, CityLink or PosLaju. All returns are subject to the following conditions, except where the goods are faulty or incorrectly described on this website.

      Once you have notified FZZ that you are returning your order and FZZ have received the goods back undamaged, you will be refunded or credited within a maximum of 28 days for any sum that has been paid by you or debited from your payment card for the goods.

    6. Returns and Refunds
    7. FAULTY OR INCORRECTLY DESCRIBED GOODS

      If faulty or wrong products are delivered to you, FZZ will bear the return shipping cost should the customer inform us within 14 days and goods be received back into our warehouse. In this case, we strongly recommend you use secure packaging and an insured delivery method such as GDEX, CityLink or PosLaju. All goods returned as faulty will be checked and if found to have no fault will be returned to you. No refund will be processed until the returned goods have been received back into our warehouse.

      For products older than 14 days, customer will have to bear his / her own shipping cost for warranty claim.

    8. Product and General Information
    9. i     Can Customer Care locate an item for me?

      Unfortunately they are not able to check the availability of items in stores.

      ii     Can an item be sent to my local store from another store?

      Please click here to contact our Customer Care team.

      iii     Can I order items from your website that are not currently in stock?

      Yes. Please allow 1-2 weeks for delivery. Typically, products will be shipped within 1 week. FZZ offers full refund if we could not deliver your products within 2 weeks.

      iv     How do I claim for warranty?

      You can claim for warranty by either sending the device to us by mail or dropping the device in one of our stores. Click here for our store locations. For mail, you will be responsible for returning the goods to FZZ at your own cost and we strongly recommend you use an insured or recorded delivery method such as GDEX, CityLink or PosLaju. Customer will have to bear his / her own shipping cost for warranty claim. Please contact our Customer Care Team before mailing your device so that we can prepare the necessary paper work to accelerate your repair process.

    10. Store Information
    11. i     Where are your stores?

      Our store locator can be found in the …….corner of our home page.  Please click here for our homepage.

      ii     What are your store opening hours?

      With the exception to a few stores, our stores generally operate from 9am to 9pm.  Details of our store opening hours can be found here.

      iii     Can I get student discount in your store?

      Unfortunately we do not offer student discount.

      iv     How do I make a complaint about a store?

      Please click here to contact our Customer Care team.

  8. You have the right to cancel your order any time prior to despatch and within 14 days from the date of despatch.

    Unless the product is faulty or the return is a direct result of a FZZ’s error, a restocking fee of 15% + Shipping Cost (RM10 or actual shipping cost, whichever is higher) may be charged.

    If faulty or wrong products are delivered to you, FZZ will bear the return shipping cost should the customer inform us within 14 days. For products older than 14 days, customer will have to bear his / her own shipping cost for warranty claim.

    Please read the following in full to understand how to cancel your order otherwise your refund or product exchange may be delayed.

    Prior to dispatch

    By using the Cancel order section of the www.fotozzoom.com website, please use the following web address. Cancel my fzz.com order

    After dispatch

    We can not cancel orders after is has been dispatched