Refund Policy

This policy applies to orders placed on www.ratio.my, operated by Golden Secret Marketing (M) Sdn. Bhd. (202201018469) ("Ratio", "we", "us"). Please contact us before sending any item back so we can check eligibility and give you the correct return instructions.

1. 30-day size exchange

  • You may request a different available size within 30 days after receiving your order.
  • Shoes must be unworn, unused, clean and free from odour, with the original shoe box, inserts, accessories and packaging included.
  • Replacement sizes are subject to available stock. If your preferred size is sold out, our team will tell you the available options before you send the item back.
  • The 30-day size exchange is not a refund period. Refund requests follow the 7-day timeframe below.

Size exchange shipping fees

  • 1st exchange: You cover the return shipping. We cover the cost of sending your new pair.
  • 2nd exchange onwards: You cover the return shipping, and also the re-shipping fee for the 1st exchange and every exchange after it.
  • Re-shipping fee per exchange: West Malaysia RM6.90 / East Malaysia RM15.
  • Example (no fees paid before): 2nd exchange: West Malaysia RM13.80 / East Malaysia RM30. 3rd exchange: West Malaysia RM20.70 / East Malaysia RM45.
  • Any amount you have already paid will be deducted, so you are never charged twice. Your new pair will be shipped once all outstanding shipping fees are paid.

Exchanging to a different style

  • If you exchange to a lower-priced style, the price difference will not be refunded and any remaining balance will be waived.

Please check our size chart before ordering; if unsure, ask us first.

2. Returns & refunds (within 7 days)

  • Eligible return and refund requests must be submitted within 7 days after receiving your order.
  • The item must remain in resellable condition. Approval is subject to inspection after the item arrives.
  • Approved refunds are returned to the original payment method. The time for the refund to appear depends on your bank or payment provider.

3. Defective or wrong item

  • If your item arrives defective, damaged or different from your order, contact us promptly with your order number and clear photos or video of the issue and the item's overall condition.
  • Our team will verify the issue. If we verify that the item is defective or the wrong item was sent, Ratio will cover the approved return shipping.
  • Verified defects in material, construction or workmanship under normal intended use are covered for review. Normal wear, cosmetic creasing, misuse, accidental damage and improper care are not defects.

4. Items not eligible

For hygiene reasons, worn shoes cannot be returned or exchanged. Items are not eligible if:

  • the shoes have been worn outdoors or show sole wear, dirt, scuffs, odour or strong creasing;
  • the box or original packaging is missing or materially damaged;
  • the damage is caused by misuse, improper care, alteration or accidental damage; or
  • the request is submitted after the applicable exchange or return window.

Please try your shoes on a clean indoor surface only.

5. Return shipping fee

For a regular size exchange or an eligible customer-requested return, the return shipping fee is borne by the customer. For size exchanges, re-shipping fees apply from the 2nd exchange onwards, as set out in Section 1. If Ratio verifies that the item is defective or the wrong item was sent, Ratio covers the approved return shipping.

6. Order cancellation

You may request a cancellation before your order is shipped. Once the parcel has been shipped, the order can no longer be cancelled.

7. How to make a request

  1. Contact us and tell us whether you need a size exchange, a return or a defect review.
  2. Send your order number, the reason, and clear photos or video of the shoes and packaging.
  3. Wait for our team to review your request and send you the return instructions.
  4. Pack the approved item securely and send it back. We will inspect it before completing the exchange or refund.

Do not send a parcel back without approval. Unapproved parcels may be delayed, refused or returned to the sender.

Contact

Phone / WhatsApp: +60 10-214 0121
Email: hi@ratio.my