Returns, Refunds, Replacement and Cancellation Policy
1. Application for Returns, Replacement or Refunds
1.1. In order to ensure your satisfaction of the products sold on our Site (“Product”), we offer a “90-Days Money-Back Guarantee”. Subject to the terms and conditions in this Returns, Refunds, Replacement and Cancellation Policy and the Terms of Service, you may apply for the return of the purchased Product and obtain a replacement or refund prior to the expiry of the 90-Days Money-Back Guarantee.
1.2. You may only apply for the return of the Product and obtain a replacement or refund in the following circumstances:
• The Product received does not include all of the items ordered (“Incomplete Product”);
• The delivered Product does not match the agreed specification or is materially different from the description provided on the Site (“Incorrect Product”);
• The Product received is physically damaged (“Damaged Product”);
• The Product received is defective due to defects in manufacturing and/or workmanship or is faulty (“Defective Product”); or
• The Product was not received or was lost in transit (“Missing Product”).
2. Procedure for Returning Product
2.1. You may get in touch with us to submit a request for the return of the purchased Product under the “Contact Us” section and include the following details in your request:
•Order Number;
•Name of the Product; and
•Reason for Return.
You are to ensure that the Product is returned to us within ninety (90) calendar days from the date of your receipt of the Product. For the avoidance of doubt, the countdown starts from the date you receive the Product to the post stamp date on the return parcel in order for us to process your claim and provide the replacement or refund prior to the expiry of the 90-Days Money-Back Guarantee. Nevertheless, for Damaged or Defective Product, you are to return the Product to us within fifteen (15) days from the date of your receipt of the Damaged or Defective Product, failing which we shall be entitled to refuse any replacement or refund.
2.2. Thereafter, you may return the Product via our pre-paid courier in order to qualify for a refund or replacement.
2.3. Alternatively, you may also physically return the Product at our office located at:
Petrotek Sdn. Bhd.
45-2, The Highway Centre,
Jalan 51/205,
46050, Petaling Jaya, Selangor.
Tel: 03-77842190
Email: hb-101@petrotek.com.my
Operation Hours:Monday – Friday: 8:30am – 5:30pm
Saturday, Sunday and Public Holidays: Closed
3. Condition of Returning Product
3.1. To enjoy a hassle-free experience when returning the Product and to be eligible for a refund or replacement, you should ensure that the Product must be returned to us in the original condition received by you on delivery or self-collection, i.e. in an unopened, unused and unmarked manner. The Product must be returned in the original packaging provided together with the receipt or proof of purchase from our Site.
3.2. We do not accept the return of a Product that has already been opened and/or used. Please note that a Product is considered opened once the seal on the Product is broken.
4. Replacement or Refunds
4.1. Once we received your returned Product, we will inspect the Product and inform you that we have received your returned Product. We will immediately inform you on the status of your replacement or refund after inspection of the Product.
4.2. Missing Product. In the event that there is a Missing Product, we will refund your payment in full in cash payment via Interbank GIRO transfer for the Product according to the price as stated on your receipt and the delivery charges.
4.3. Incomplete or Incorrect Product. In the event that the Product is Incomplete or Incorrect, we will provide a replacement of the Product or provide you with an appropriate refund in cash payment via Interbank GIRO transfer. We hereby reserve the right to replace the Incomplete or Incorrect Product rather than providing a refund of your payment.
4.4. Damaged or Defective Product. In the event that the Product is Damaged or Defective, we will provide a one-for-one replacement of the Product or provide you with an appropriate refund in cash payment via Interbank GIRO transfer. Nonetheless, we reserve the right to refuse any replacement or refund of a Damaged or Defective Product if the damage or defect is due to the improper use, mismanagement, negligence or fault of you. We further reserve the right to replace the Damaged or Defective Product rather than providing a refund of your payment.
5. Cancellation of Product
5.1. If you would like to cancel the order for a Product for whatsoever reasons, we will endeavor (but not be obliged) to accommodate your request on a commercially reasonable effort basis, provided always that the cancellation request was submitted prior to your receipt of the Shipping Confirmation (as defined in the Terms of Service) during our Operation Hours.
5.2. For the avoidance of doubt, if the ordered Product has already been shipped out from our office or is in-transit to your shipping address or has already been handed over to our third-party logistics providers, no cancellation or refund will be permitted.
Please contact us under the “Contact Us” section or at hb-101@petrotek.com.my if you have any questions or doubts.
