Terms Of Service

By ordering any products listed on our website known as www.hexpertmalaysia.com (“Website”), you agree that you have read, understand and accept the terms and conditions set forth below. If you do not agree with any part of these terms and conditions, please do not order or alternatively, you may contact our customer service officer at +60 11-6525 0600 for further clarification.

Ordering from Hexpert Malaysia Website

• When you order our products, you are making an offer to order, which if accepted by us, will result in a binding contract. We reserve the right not to accept or process your order without reason.
• To place an order with us, you must be over 18 years of age and possess a valid credit or debit card issued by a bank acceptable to us.

Payment

• You undertake that all details you provide to us for the purpose of purchasing the products will be correct, that the credit or debit card, or account or other payment method which you use is your own and that there are sufficient funds or credit facilities to cover the cost of the products. We reserve the right to obtain validation of your payment details before providing you with the products.
• Kindly fill in the form available at hexpertmalaysia.com/customer/account/ and furnish your personal information to facilitate shipment. We respect your privacy, please view our Privacy Policy which is available at www.hexpertmalaysia.com/privacy-policy/ before placing the order.

Products Pricing and Availability

• Whilst we try to ensure that all details, descriptions and prices which appear on this Website are accurate, errors (including processing errors) may occur. Despite payment made, if we discover an error in the price or the product which you have ordered is no longer available, we will inform you of this within three (3) working days from the date of order placement and give you the option of reconfirming your order or cancelling it. If we are unable to contact you, we will treat the order as cancelled. If the order is cancelled and you have already paid for the product, you will receive a full refund within seven (7) to ten (10) working days subject to our Refund Policy as set forth below.
• This Website may contain errors or inaccuracies and may not be complete or current. We therefore reserve the right to refuse to fill any orders that you may place based on the erroneous or inaccurate information on the Website, including, without limitation, errors, inaccuracies or out-of-date information regarding pricing, shipping, payment terms, or delivery policies.
• Products will not be made available for resale purposes and any orders suspected to have characteristics of reselling will not be accepted. To protect our intellectual property rights, we reserve the absolute discretion to cancel all subsequent orders from the same customer who involved in any suspected resale of our products for personal or business profit.

Cancellation

• Request for order cancellation shall be made within twenty-four (24) hours from the time of placement of your order (“Grace Period”) by contacting our customer service officer at +60 11-6525 0600. Any request for cancellation made after the Grace Period will not be entertained. We reserve the absolute discretion to approve or reject your request for cancellation. For cancellation of your order, you shall be responsible for the payment of an administrative charge which shall be determined by us prior to your cancellation. Notwithstanding anything stated to the contrary, no cancellation will be entertained once your orders have been shipped to your shipping address.

Delivery

• We require at least seven (7) working days to process your order and to deliver the same to your shipping address. We shall not be held responsible for failure or delay to deliver your order if you have supplied us with an incorrect shipping address. For further details on delivery or shipment, kindly refer to our Shipping Policy.
• It shall be deemed that the products have been duly delivered to you if there is no report of any losses and/or damages within forty eight (48) hours from the date of delivery (“Report”). We shall replace products that are lost within fourteen (14) days from the date of the Report. In the case of damaged products, we will arrange to collect the damaged products from you through our appointed carrier prior to the replacement of products. Should the product be out of stock, we will refund your monies paid for such product within the next fourteen (14) days upon receipt of your Report and/or returned products (as the case may be). Damaged products can only be returned if they have not been used and all returned products must be in their original state and condition. In the event the products come with additional packaging such as boxes, we will only accept returns with these packaging.
• The price of the products displayed on the Website is excluding additional delivery costs and taxes imposed by the respective authorities which shall be borne by you separately. You may refer to our standard shipping fees available at hexpertmalaysia.com/shipping-policy for further information.
• Kindly note that we require the original receipt of your order in the case of refund and/or replacement of products due to any losses and/or damages reported within the prescribed timeline. Report which is not supported by original receipt will not be entertained.

Return & Exchanges

• If you are not satisfied with your item(s) because of defects, you may return the item, subject to the following: Returns must be done within 7 days of receipt of purchase item(s). Item(s) must be unused Item(s), must be returned to us in the original packaging & in a good condition. The new item(s) will be sent back to you once the returned items have been verified to meet the above conditions.

NO RETURNS OR EXCHANGES ON SALE ITEMS

• Unfortunately, we cannot accept any returns that do not meet above requirements. Refunds will be issued Excluding the original shipping and return label cost. Please note that customers are responsible for return shipping cost.

ARE RETURNS FREE?

• The shipping cost incurred for returning item(s) for a refund are not covered nor reimbursed by us.

EXCHANGES

• We accept exchange of items is only allowed if an item is defective (broken pump) or the wrong order is received. Please take note that exchanges are inspected upon receipt and will only be made once customer has mailed back the item(s) in good condition.
• Only regular priced items may be exchange, sale items cannot exchange.

HOW DO I ORGANISE A RETURN?

• To initiate a return, simply WhatsApp us at +60 11-6525 0600 (Customer Service) to returning your item(s). Pictures of the defected/wrongly delivered items should be shared thru WhatsApp with Customer Service within 2 days of receiving.

(PLEASE NOTE that we are unable to refund initial shipping charges for goods returned, other than for faulty items. We are also unable to refund postage costs.) ONCE the items are returned to our HQ, you will receive your refund (item price excluding original shipping cost). We will not be held liable for the loss of items being returned. We recommend using a registered post service to return goods and keeping a record of a tracking detail.

WHERE DO I SEND MY RETURN TO?

1. Securely pack the item(s) in a box/parcel with a label printed RETURN.
2. Deliver the item(s) to the address below: 60, JALAN SS 2/75, SS 2, 47300 PETALING JAYA, SELANGOR. ATTN: HEXPERT MALAYSIA SDN BHD (CS)

HOW LONG DOES IT TAKE FOR MY REFUND TO BE PROGRESSED?

• All issues relating to dissatisfaction on our customer’s orders will be reviewed by our team. If you are initiating a return, we try our best to reply you as quickly as a possible within 24 hours.

Returns/ Refunds/ Exchanges will be progressed within 7-10 business days of acknowledgement. We will process through the same method you used to pay.

Others

• We reserve the absolute discretion to amend any terms and conditions contained herein at any time we deem fit and appropriate and all amendments will be published onto the Website. Your continue usage of the Website and placement of order will be deemed to constitute your acceptance of these amendments (if any).
• These terms and conditions are governed by the applicable laws of Malaysia and you hereby agree to submit to the non-exclusive jurisdiction of the Malaysian courts.