Refund and Returns Policy

Overview

OThis Return, Refund & Cancellation Policy (“Policy”) outlines the procedures and conditions under which customers of ECOPOWER SOLUTIONS SDN BHD may request a return, refund, or cancellation for purchases made through our online store. By purchasing from us, you agree to the terms outlined in this Policy.

1. Definitions

For the purposes of this Policy:

  • “Company”, “We”, “Us”, or “Our” refers to ECOPOWER SOLUTIONS SDN BHD, a company incorporated and operating under the laws of Malaysia, located at 85, Jalan SP 5/3, Seri Pristana, 47000 Sungai Buloh, Selangor.
  • “Goods” or “Products” refer to all household articles and equipment sold via our website or online platforms.
  • “Customer”, “You”, or “Your” refers to any person or entity who purchases Goods from Us.
  • “Website” refers to any online platform officially operated by ECOPOWER SOLUTIONS SDN BHD, including e-commerce channels.

2. Return Policy

Eligibility for Returns

We want you to be fully satisfied with your purchase. If for any reason you are not satisfied, you may request a return within thirty (30) calendar days from the date of receipt of your order.

To be eligible for a return:

  • Goods must be unused, unassembled, in original condition, and in their original packaging.
  • All manuals, documentation, accessories, or complimentary items must be included in the return.
  • Goods must be free of any signs of installation, usage, wear, or damage caused by improper handling.
  • A valid proof of purchase (receipt, order confirmation email, or invoice) must accompany the return request.

The Company reserves the right to deny any return that fails to meet the above conditions.

Non-Eligible Items

The following items are not eligible for return:

  • Products damaged due to misuse, neglect, or modification.
  • Goods without their original packaging or missing components.

3. Refund Policy

Once your return is received and inspected:

  • We will notify you via email regarding the approval or rejection of your return.
  • If approved, a refund will be issued to your original payment method.
  • Please allow 7–14 business days for the refund to be processed and reflected on your account, depending on your financial institution.

We are not responsible for delays caused by banks, credit card providers, or payment gateways.

4. How to Request a Return

To initiate a return, please follow the steps below:

  1. Email Us at ecopower-s@outlook.com within 30 days of receiving your order.
  2. Provide the following details:
    • Your full name
    • Order number
    • Contact number
    • Reason for the return
    • Photos of the item(s), if applicable
  3. Wait for our response with return authorization and instructions.

Please ensure the item is carefully repacked to prevent damage during transit.

5. Cancellation Policy

We understand that mistakes or changes of mind can happen. If you wish to cancel an order, please do so within twelve (12) hours of placing the order.

Cancellation Conditions:

  • Cancellation requests must be emailed to ecopower-s@outlook.com with the subject line “Order Cancellation Request”, including your order number and contact details.
  • Orders can only be cancelled if they have not yet been packed, processed, or shipped.
  • If the cancellation is approved within the 12-hour timeframe, a full refund will be issued via your original payment method.
  • Once the order has been packed or dispatched, it can no longer be cancelled and must be handled through the return process after delivery.

We encourage customers to carefully review their orders before confirming payment.

6. Damaged, Faulty, or Incorrect Goods

If you receive Goods that are damaged, defective, or not as described:

  • Contact us within 3 calendar days of receiving the item.
  • Provide your order number, photos of the damaged or incorrect product, and a brief description of the issue.
  • Upon verification, we will offer you the option of a replacement or a refund, depending on stock availability.

All claims must be supported with photographic evidence and made within the 3-day notification window.

7. Exchange Policy

At this time, we do not offer direct exchanges. If you would like to replace an item, please proceed with the return process for the original item and place a new order separately.

8. Contact Information

If you have questions, concerns, or wish to initiate a return, refund, or cancellation, please reach out to us via:

ECOPOWER SOLUTIONS SDN BHD
Email: ecopower-s@outlook.com
Address: 85, Jalan SP 5/3, Seri Pristana, 47000 Sungai Buloh, Selangor, Malaysia