Terms and Conditions

Product Terms and Conditions

1. Introduction

   At Dong Fang Waterproof Sdn. Bhd., we are committed to providing high-quality building waterproofing materials. We understand that sometimes returns or refunds are necessary, and we aim to make this process as smooth and transparent as possible. This refund policy outlines the conditions and procedures for returning products and receiving refunds.

2. Eligibility for Refund

   Customers may be eligible for a refund under the following conditions:

• • The product is returned within [10] days from the date of purchase or within the terms and conditions stipulated on the official delivery order or any legal delivery document.
  • The product is unused, in its original packaging, and in resalable condition.
  • The product is received damaged upon opening the sealed packaging
  • The product is found to be past its shelf life upon delivery.
  • The product is defective or does not work.

3. Non-Refundable Items

   The following items are non-refundable:

• • Products that have been used or altered.
  • Custom or special-order items.
  • Products purchased in satisfactory condition prior to their expiration date and stored until expiration are not eligible for refund. Additionally, if these products are found to be damaged upon use after expiration, they are also not eligible for refund.
  • Products that show issues due to incorrect application methods that do not comply with our product method of statement.

4. Process for Requesting a Refund

   To request a refund, please follow these steps:

• • Contact Customer Service: Reach out to our customer service team at 012-9680696 or dongfangwaterproof@gmail.com to initiate the return process.
  • You are required to provide the following information:
    • Proof of purchase (an official receipt/invoice).
    • Dealer name from whom the product was purchased.
    • Reason/explanation for the return.
    • Damaged/ defective products (Expired, Product defect, Quality Issue): Please provide product QR codes on the label and any proof such as photos / videos showing the product issue.
  • Receive Return Authorization: Our team will review your request and, upon checking and fulfilling the first document review criteria, will issue a Return Authorization Number (RAN). This number must be included with your returned item. Upon receiving the goods, we shall inspect and review the item before confirming the refund approval.

5. Return the Product: Ship the product back to us at the following address:

• • Lot 4049, Jalan 2D, Kampung Baru Subang, Seksyen U6, 40150, Shah Alam, Selangor.
  • Attention: Customer Service Department
  • Please ensure the product is securely packaged to avoid damage during shipping. We recommend using a trackable shipping service.

6. Inspection and Refund Processing: Once we receive and inspect the returned product, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed by either replacing the item or providing goods of equal value. If a replacement is not available, a credit note will be issued or a refund will be made to the original method of payment within 14 days upon approval.
7. Shipping Costs

• • Return Shipping Costs: Customers are responsible for paying the return shipping costs unless the return is due to a defect, damage, past shelf life, or error on our part.
  • Original Shipping Costs: Original shipping costs are non-refundable unless the return is due to a defect, damage, past shelf life, or error on our part.

8. Exceptions and Special Circumstances

   In certain situations, only partial refunds are granted (if applicable), subject to management’s discretion and negotiations.

9. Contact

   If you have any questions or concerns regarding our refund policy, please contact us:

   Email: dongfangwaterproof@gmail.com

   Phone: [Customer Service 012-968 0696]

   Address: 18, Jalan Usahawan 2, Taman Perdagangan Elmina, Bandar Elmina, 47000, Sungai Buloh, Selangor.

10. Link to product refund / exchange process: https://wa.link/lrhw5y

We appreciate your business and strive to ensure your complete satisfaction with our products and services.