Refund and Exchange Policy

REFUND / EXCHANGE POLICY FOR GOODS PURCHASED ON WEBSITE

1. All Goods sold through our Website are on a strictly non-refundable basis, save and except for instances of non-delivery through no fault caused directly or indirectly attributable to you.

2. For the avoidance of doubt, we may refund to you the full amount paid for the Goods you purchased (inclusive of any applicable taxes levied thereon) should the Goods be unable to be delivered to you through no fault caused directly or indirectly attributable to you or any other reason at our sole discretion.

3. The delivery charges or any other fees or charges incurred (other than the price of Goods and any applicable taxes levied thereon) shall strictly be non-refundable.

Non-Delivery

1. Eltean shall strictly not be responsible for any liability arising from a non-delivery of Goods purchased unless the non-delivery is not caused directly or indirectly attributable to you.

2. If you have provided incorrect or incomplete details that is required or in connection with the purpose of successfully effecting delivery to your delivery address, you may contact us directly to request for a change of delivery address, contact number, recipient name, or any such relevant details which we will try to accommodate wherever possible.

3. In the case of your purchased Goods being returned to us as a result of a non-delivery incident: –

– you shall be required to pay an additional charge for a re-delivery according to our Shipping Policy; or

– your Order shall be treated as cancelled and void and Paragraphs 2 and 3 of the Refund Policy above shall apply.

Exchange Policy

In this Privacy Policy, the term “we”, “us” and “our” refers to Eltean who is the collector, processor and user of Personal Data (hereinafter, referred to as “Data User”) (as defined in Section 4 of the PDPA) and the term “you” and “your” refers to the Data Subject(s) (as defined below).

1. You are encouraged to check, inspect and examine the Goods you have received upon delivery to ensure that:

– the Goods are received in good condition,

– the quantity(ies) and type of Goods received are accurate as per the Order placed.

2. Subject to our evaluation and approval, we may allow an exchange of Goods that were delivered in a damaged/defective condition or if Goods received did not exactly match the Order placed.

3. In the event you have received Goods purchased from our Website: –

– in a damaged or defective condition;

– that does not exactly match the quantity or type of Goods which you have placed in your Order;

please inform us immediately, in any event, no later than seven (7) calendar days from the date of receipt of your Order by filling up our Request for Exchange Form, accessible through this link (insert link).

4. If we do not receive your duly filled Request for Exchange Form within seven (7) calendar days from the date of receipt of your Order, it shall be deemed that you have received your purchased Goods in good, satisfactory condition. No requests for exchange will be entertained if such Request for Exchange Form is received after the stipulated period above.

5. In the occurrence of any event described in Paragraph 3 above, kindly ensure that you fill up the fields which must include:

– Your full name (as indicated in your Order);

– Description of Goods in damaged or defective condition, or wrong item/quantity delivered;

– Attachment of relevant images.

Upon receipt of your duly filled Request for Exchange Form, we will investigate your complaint and our friendly personnel will be in touch with you to understand your issue further and assist with the exchange procedure (if applicable).

7. The result of your Request for Exchange is final and will be communicated to you in writing.

8. Any Goods which are eligible for an exchange are required to be returned to us in its original condition at the time of receipt to our address below:

E-Commerce Department (Return for Exchange)
Eltean Incorporated Sdn. Bhd.
18 – 24, Medan Istana,
Bandar Ipoh Raya,
30000 Ipoh, Perak, Malaysia

9. All proof of dispatch of Goods being returned for exchange must be e-mailed to us at marketing@eltean.com for verification and our records.

10. Upon the approval of your Request for Exchange, we will ship out the replacement or exchanged Goods within 1 to 3 working days from the date of receipt of your returned Goods to us.

The terms and conditions contained in this Refund & Exchange Policy is subject to amendment, modification or change at any time at our sole discretion. The latest, updated Refund & Exchange Policy is uploaded on our Website at all material times, which is accessible through the link (https://www.eltean.com/refundandexchange). Kindly refer to the current, in force Refund & Exchange Policy prior to making any purchase on our Website.

Ver. Oct 2020

Request for Exchange Form



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