Return & Exchange Policy

Guan Hock Lee (GHL)
Effective Date: 10 january 2026

 

1. No Refund Policy

All goods sold by Guan Hock Lee are strictly non-refundable. Once a purchase is completed, no cash refunds, credit card refunds, or store credits will be issued, except for extreme circumstances like defects in its original form upon receipt.

 

2. Exchange Eligibility

Goods may be exchanged only if all of the following conditions are met:

  • Exchange request is made within 3 days from the date of receipt or collection
  • Item is unopened, unused, and in its original packaging
  • Original receipt or proof of purchase is provided
  • Item is in resalable condition, as determined by GHL

Items that do not meet the above conditions will not be accepted for exchange.

 

3. Non-Exchangeable Items

The following items cannot be exchanged:

  • Opened, used, or tampered food products
  • Perishable or chilled items (unless defective at point of sale)
  • Items damaged due to improper storage or handling after receipt
  • Clearance or promotional items (if stated at time of purchase)

 

4. Exchange Process

To request an exchange:

  1. Contact GHL within 3 days of receiving your goods
  2. Provide your order number and proof of purchase
  3. Bring or return the item to our store or designated return location (delivery costs, if any, are borne by the customer)

Exchanges are subject to product availability. If the exchanged item is of higher value, the price difference must be paid by the customer. If of lower value, no refund will be issued.

 

5. Defective or Incorrect Items

If you receive an item that is defective, damaged at delivery, or incorrectly supplied, please notify us within 24 hours of receipt with clear photographic evidence, and bring it back to our store within 3 days from receipt.
GHL will assess the issue and, if verified, offer an exchange for the same or similar item at our discretion.

 

6. Right to Refuse

GHL reserves the right to refuse any exchange request that does not comply with this policy or where misuse of the policy is suspected.

 

7. Policy Changes

This Return & Exchange Policy may be updated at any time without prior notice. The version published on ghl.com.bn shall prevail.

 

8. Contact Us

For exchange requests or enquiries, please contact:

Guan Hock Lee (GHL)
Website: https://www.ghl.com.bn

Address:

Guan Hock Lee Batu Bersurat
Unit 1-3, Block M, Pengiran Haji Menunin and Anak-Anak Complex, Jalan Batu Bersurat, Bandar Seri Begawan, Brunei Darussalam
Tel: 2454607 / 8921288
Email: ghl.batubersurat @ ghl.com.bn

Guan Hock Lee Madang (The Market Company)
Lot 79780, Block C, Unit C4, C5, C6, Ground Floor, Kg Madang, Mukim Berakas B, Brunei Darussalam
Tel: 8921288
Email: ghl.madang @ ghl.com.bn

Guan Hock Lee Kiulap (The Market Company)
Unit 5-6, Block D, Setia Kenangan 2, Simpang 150-17-20, Kiulap, Kampung Kiarong, Bandar Seri Begawan, Brunei Darussalam
Tel: 2233452 / 8831288
Email: ghl.kiulap @ ghl.com.bn