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Customer Care – Passion Bright

Passion Bright Customer Support Online

Our online resources are always ready to assist you 24 hours a day on the following matters:

  • Help – Review frequently asked questions (e.g. purchasing, shipping, check orders, and etc).
  • Order Status- View the most up-to-date status, print your invoice etc.

Phone

Please call our Customer Support representative for help:

  • 03-9286 6654 / 03-9283 5289
  • Hours of Operation:

Mondays to Fridays from 10:00 a.m. to 6:30 p.m.

Additional information
For more contact information, please visit the Contact Us section on our website.

Your Passion Bright ID
You are required to activate your valid email address on your first login attempt through your email. This is to ensure that you will receive all important information (including invoices, latest promotions etc) via email.
You are assured of a personalised online shopping experience on www.passionbright.com using your personal ID. You can save a cart if you’re almost ready to place an order, place orders through the user-friendly and secure website, check the status of your order, and much more.
If you have problems logging in, please contact Passion Bright’s Customer Support at:
Call : 03-9286 6654 / 03-9283 5289
Email : customer@passionbright.com

Find or Reset Password
If you forget your password, you can recover or reset it using the “Forgot your password” feature.
To protect yourself against unauthorized purchases to your credit card, do not reveal your password to anyone.
To reset your account, kindly contact our customer support at:
Call : 03-9286 6654 / 03-9283 5289
Email : customer@passionbright.com

Manage Your Account
It’s easy to change/reset your password, update your personal information or shipping and billing information.
Please note that any change you make will only apply to future orders.

Privacy Policy
Passion Bright is committed to protecting your private information.
Read Privacy Policy.

Passion Bright offers products of international quality to every customer. We guarantee a replacement if the product(s) that you purchased is of inferior quality or has manufacturing defects. However, this guarantee does not extend to damage or contamination due to expiry, negligence or deliberate acts.

Retail Guarantee
In the event of any dissatisfaction, manufacturing or packaging defect, customers can return/exchange the product at the Passion Bright Head Office. Passion Bright will automatically confirm your purchase 7 calendar days after the arrival of your product if there is no intention of Cancellation/Return/Exchange taken by customer within that period. Please make sure to check the product’s condition and request ‘Return’ within given period where necessary.

Customers should provide a good reason and return the said goods together with the Customer Order Receipt copy/official Passion Bright Invoice. The products returned must be in good condition, useable, resellable, restockable, unopened, unaltered and have not expired.

Customers must attach the following at the time of returning the products:
• Product Return Form
• Reason for return
• Copy of Invoice
• Copy of Customer Order Receipt/Official Passion Bright Invoice
• Products to be returned

Return Shipping Fee

Responsible party to bear shipping cost depends on the reason of your ‘Return’ request.

If you requested ‘Return’ due to damaged, faulty or wrong product, Passion Bright should bear customer’s return shipping fee.

If the ‘Return’ is due to customer’s change of mind, then customer will bear their own shipping fee to return the product to Passion Bright.

For more information, please contact Customer Support at,
Call : 03-9286 6654 / 03-9283 5289
Email : customer@passionbright.com

Quality evaluation process may take up to 2-3 business days.

Kindly have your returns shipped to our Returns Mailing Address:
PASSION BRIGHT SDN BHD
NO. 11A, JALAN PANDAN 3/5
PANDAN JAYA,
55100 KUALA LUMPUR.

Read about the payment options on www.passionbright.com and get more information on special prices, offers, promotions and other great deals.

Payment
We accept the following methods of payment for online orders:
• VISA
• MasterCard

At this moment, we are unable to accept other payment options.

Verification
Please ensure that the billing address on your order is identical to the information on your credit card account/statement to prevent any unnecessary delays in processing your order. You may contact your card-issuing bank using the number on the back of your credit card to check and confirm the details.

Security codes
The security code for your credit card is a unique 3-digit number printed on the back (MasterCard/Visa) of your card.
MasterCard/Visa:

3D Secure Activation
www.passionbright.com payment system is 3D secured and complies with worldwide standards. Passion Bright does not have access to the payment details that you key in. Your payment details are sent directly from your bank to Hong Leong Bank, our Payment Partner.

3D Secure is the latest Internet Payment security standard developed by major card schemes. This means even that if your credit card is stolen, your credit card cannot be used for any online purchases without your security password. Your security password is only known to you and your bank.

Troubleshooting credit card payment errors

  • Ensure that your card is activated if your card is newly issued or has been reissued recently.
  • When you are making a payment, kindly double check the card type (Visa/Master), card number and expiration date.
  • Key in the card number without any dash or space in between.
  • If you still can’t make the payment, kindly call the card issuer’s customer service center (number can be found on the back of your card).

We are committed to quality customer service and a pleasant online shopping experience! If you have a question or need further information and can’t find the answers you need below, please contact us at:
Call : 03-9286 6654 / 03-9283 5289
Email : customer@passionbright.com

Product Availability
We will process your order as soon as your online purchase is completed. Orders confirmed with payments made before 3:00 p.m. will be processed on the same business day; orders placed after 3:00 p.m. will be processed on the following business day.

Delivery Time
Customers can expect to have their order delivered according to the schedule listed below from the day that online purchase is correctly completed and payment is made. “Business Days” means Monday to Friday, Saturday before 12:00pm and does not include Sunday and state, public and federal holidays. Below is the estimated delivery time frame for Malaysia.

Area Delivery Day
In Metro Areas 1 to 7 business days
In Non-Metro Areas 3 to 10 business days

Please note that we do not deliver packages to PO Boxes. We suggest that the delivery be made to a home or business address where someone is available to sign for the delivery during business hours.

All estimates are based on business days.

For your protection, all parcels will require the signature of the receiver upon delivery. Please note that our courier partner will make only two delivery attempts by phone call before returning your package to Passion Bright.

Late Deliveries
Our courier partners will call you if they cannot deliver your parcel. If you wish to have an update on the immediate location of your parcel, please contact the courier partner assigned to deliver your parcel. You may also contact our Customer Support Representatives at 03-9286 6654 / 03-9283 5289 or email to customer@passionbright.com if you have not received your order within 7 business days.

International Deliveries
Unfortunately, the origin of your membership determines where you shop. We do not allow cross-border country deliveries. This means that you cannot make a delivery outside the country where your membership is registered, e.g. if your membership ID is registered in Malaysia and you shop on www.passionbright.com Malaysia, you cannot request for the order to be delivered to Singapore.

Reshipment Fee
Reshipment refers to the reshipping of returned or undelivered parcel(s) after several delivery attempts by our courier service partner. A “Reshipment fee” of RM20 will be incurred if you wish to resend the returned / undelivered parcel(s) to a specific shipping address within West Malaysia.

You are expected to make the payment within seven (7) business days; a failure to do so will result in the order being categorized as “Failed Delivery”. Kindly email or call our Customer Support representative to make further arrangements if you still wish us to reship an order under the “Failed Delivery” category:

Call: 03-9286 6654 / 03-9283 5289
Email: customer@passionbright.com
(Working hours: Mondays to Fridays 10:00am to 6:30pm)

An email with the delivery details will be sent to you.

Shipping Rules & Restrictions

  • Passion Bright is not responsible for any delays caused by events beyond its control.
  • Products will only be delivered to valid addresses (and not to PO boxes) within Malaysia only.
  • Delivery hours are between 9:00am to 5:00pm from Mondays to Fridays and 9:00am to 12:00pm on Saturdays. There will be no deliveries on Sundays and state, public or federal Holidays.
  • Changes to the shipping and billing address will not be entertained after order has been confirmed.
  • If you discover any damage to your product(s) upon receipt of the parcel, kindly observe the following procedure, failing which you will be deemed to waive your rights thereto:
  1. The claimant must notify Passion Bright’s Customer Service within three (3) business days of receiving the parcel.
  2. A Customer Support representative from Passion Bright HQ shall perform an inspection of the damaged parcel.
  3. If the inspection confirms that the parcel is damaged through the fault of Passion Bright or its delivery partner, the claimant shall return the affected product(s), original carton and copy of Credit Note (CN) for exchange purposes.

Note: Passion Bright reserves the right not to entertain the exchange if the claimant cannot produce the original carton and copy of CN.