At E Horeca Sdn Bhd, customer satisfaction is our top priority. We are committed to offering high-quality products and excellent service. If for any reason you are not satisfied with your purchase, our Refund and Returns Policy provides the guidelines for returning items and requesting a refund.
Eligibility for Returns
- Items must be returned within 7 days from the date of purchase to be eligible for a refund or exchange.
- To qualify for a return, your item must be unused, in the original packaging, and in the same condition that you received it.
- Certain items, such as [mention non-returnable items, e.g., perishable goods, personalized products, gift cards], are non-returnable. Please check our product descriptions or contact us for more details.
Non-Returnable Items
The following categories of items are not eligible for return:
- Perishable goods (such as food, flowers, newspapers, or magazines)
- Customized or personalized items
- Intimate or sanitary products
- Hazardous materials or flammable liquids and gases
- Sale or clearance items, unless specified otherwise
Return Process
To initiate a return, please follow these steps:
- Contact Us: Email our support team at [admin@ehoreca.my] or call [+60 10-969 4896] to inform us about your return. Please provide your order number and a detailed explanation of the issue.
- Package Your Item: Place the item securely in its original packaging, including all accessories, documentation, and proof of purchase.
- Shipping the Return: You are responsible for the shipping costs of returning the item. We recommend using a trackable shipping method to ensure safe delivery. We are not responsible for lost or damaged returns in transit.
- Approval and Processing: Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.
Refunds
- If your return is approved, we will initiate a refund to your original payment method. Please note that it may take 7 days for your bank or credit card provider to process the refund.
- The original shipping charges are non-refundable unless the return is due to an error on our part (e.g., wrong or defective item shipped).
Late or Missing Refunds
If you have not received your refund after the specified period:
- First, check your bank account and contact your credit card provider as processing delays may occur.
- If you have taken these steps and still have not received your refund, please contact us at admin@ehoreca.my for assistance.
Exchanges
- We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please contact us at [admin@ehoreca.my] or [+60 10-969 4896].
- Depending on your location, the time it may take for your exchanged product to reach you may vary.
Damaged or Defective Items
- If you receive a damaged or defective item, please contact us within 7 days of receiving your order. Include photos of the damage or defect and your order number.
- We will either offer a replacement or refund, depending on the circumstances.
Sale Items
- Only regular-priced items may be refunded. Sale or discounted items are not eligible for a refund unless they are damaged or defective.
International Returns
- For orders shipped internationally, you are responsible for the return shipping costs, duties, and taxes. We do not refund any customs fees or duties incurred on your order.
Gifts
- If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received and approved, a gift certificate will be mailed to you.
- If the item was not marked as a gift, the refund will be issued to the original purchaser.
Contact Information
For questions or concerns about our Refund and Returns Policy, please reach out to our customer service team at:
- Email: admin@ehoreca.my
- Phone: +60 10-969 4896
- Address: 149, 5, Jalan Ipark SAC 2, Taman Perindustrian, 81400 Senai, Johor
Changes to This Policy
We reserve the right to update or modify this Refund and Returns Policy at any time without prior notice. Please review this page periodically to stay informed of any changes. Your continued use of our services constitutes your acceptance of the updated policy.