Refund and Returns Policy

Overview

Thank you for shopping with YEN MAK DESIGN SDN BHD. We value your satisfaction and aim to provide high-quality door and window fittings, fasteners, hardware accessories, and structural materials. If you are not entirely satisfied with your purchase, we’re here to help.

This policy outlines the terms and procedures for returns, refunds, and cancellations of orders placed with us.

1. Definitions

For the purposes of this policy:

  • “Company”, “we”, “our”, or “us” refers to YEN MAK DESIGN SDN BHD.
  • “Customer”, “you”, or “your” refers to the person purchasing from our business.
  • “Goods” refers to the hardware products offered and sold by the Company.
  • “Order” means any transaction or purchase made through our online or offline channels.

2. Order Cancellation Policy

We understand that sometimes you may need to cancel an order shortly after placing it. We provide a 12-hour cancellation window for all orders.

Cancellation Terms:

  • Timeframe: Orders can only be canceled within 12 hours of purchase.
  • Request Process: To cancel your order, email us at yenmak-d@outlook.com with your full name, order number, and request for cancellation.
  • Confirmation: We will confirm your cancellation via email. If your order has not been processed for dispatch, your cancellation will be accepted and a full refund will be issued.
  • Limitations: If the 12-hour window has passed or your order has already been processed or shipped, it may not be eligible for cancellation. In such cases, please refer to our return policy below.

3. Return Policy

If you are not completely satisfied with your purchase, you may return the product(s) within 30 days from the date of delivery.

Eligibility Criteria:

To be eligible for a return:

  • The item must be unused, undamaged, and in its original packaging.
  • All components, parts, manuals, accessories, and labels must be intact and included.
  • A valid proof of purchase such as an invoice or order confirmation must be provided.
  • Returns must be initiated within 30 calendar days from the date of delivery.

Ineligible Returns:

  • Items that have been used, installed, or altered in any way.
  • Products returned after the 30-day window.
  • Items returned without proof of purchase or without prior return authorization.

Return Process:

To initiate a return:

  1. Contact us at yenmak-d@outlook.com with your order number, reason for return, and any relevant photos (if applicable).
  2. Our team will review your request and respond with instructions for returning the item.
  3. After receiving and inspecting the item, we will notify you of the status of your return and refund.

4. Refund Policy

Once your returned item is received and inspected, we will process your refund.

Approved Refunds:

  • If the return is approved, we will refund the full purchase amount to your original method of payment.
  • Refunds will be issued within 7 to 14 business days after the returned item has been received and approved.
  • You will receive an email notification once your refund has been processed.

Partial Refunds:

Partial refunds may be granted under the following circumstances:

  • The item is returned in a condition not entirely consistent with our return eligibility criteria (e.g. minor packaging damage or missing accessories).
  • The item was returned beyond the return window but accepted at our discretion.

5. Exchanges

We do not currently offer direct exchanges. If you would like a replacement item, please initiate a return for the original item (if eligible), and place a new order for the desired product.

6. Damaged or Incorrect Items

If you receive an item that is damaged, defective, or not what you ordered:

  1. Please contact us at yenmak-d@outlook.com within 3 days of delivery.
  2. Provide your order number and include clear photos showing the damage or issue.
  3. Upon verification, we will offer either a replacement item or a full refund, based on your preference.

7. Contact Information

If you have any questions regarding your order, return, refund, or cancellation, please reach out to us at:

Email: yenmak-d@outlook.com
Address:
YEN MAK DESIGN SDN BHD
NO. 41-1 (ROOM 3), JALAN SS18/6
47500 SUBANG JAYA, SELANGOR
MALAYSIA