Return & Refund Policy
At Eco Floor Industries Sdn Bhd, we are committed to providing high-quality flooring solutions and ensuring our customers are satisfied with their purchase. Please review our return and refund policy below:
1. Returns
You may request a return within 30 days from the date of delivery. To be eligible for a return, the following conditions must be met:
- The flooring materials must be unused, uninstalled, and in their original packaging.
- The item must be in the same condition as when you received it, without any damage, dirt, or wear.
- Proof of purchase (e.g., receipt or order confirmation) must be provided.
Non-Returnable Items:
- Custom or special-order flooring products.
- Clearance or sale items.
- Installed, cut, or modified flooring materials.
2. How to Initiate a Return
To initiate a return, please contact our customer service at vincentkoh.ecofloor@gmail.com with your order number and reason for return. Once your return request is approved, we will provide further instructions, including the return address.
Important Notes:
- Return shipping costs are the responsibility of the customer unless the return is due to our error (e.g., wrong product shipped, defective product).
- We strongly recommend using a trackable shipping method as we cannot be held responsible for lost or damaged items during the return process.
3. Refunds
Upon receiving your returned item, we will inspect it and notify you of the approval or rejection of your refund. If approved, the refund will be processed, and a credit will be issued to your original method of payment within 7-14 business days.
Please note:
- A fee may apply for returns that are not due to our error.
4. Late or Missing Refunds
If you haven’t received your refund within the stated time frame, please first check your bank account or contact your credit card provider. If you’ve done this and still have not received your refund, reach out to us at vincentkoh.ecofloor@gmail.com
5. Exchanges
We only replace items if they are defective or damaged. If you need to exchange a product for the same or a similar item, contact us at vincentkoh.ecofloor@gmail.com. Exchanges are subject to stock availability.
6. Order Cancellations
Orders can be cancelled within 24 hours of purchase, provided the order has not yet been processed or shipped. Once shipped, the return policy will apply.
7. Damaged or Defective Items
If you receive an item that is damaged or defective, please notify us within 48 hours of delivery with photos of the damage. We will arrange for a replacement or refund as appropriate.
8. Contact Information
If you have any questions regarding returns, refunds, or exchanges, feel free to contact us