REFUND & RETURN POLICY
Overview
At PROCLEAN HYGIENE SUPPLIES SDN. BHD., customer satisfaction remains one of our highest priorities. We strive to provide quality cleaning chemicals, janitorial supplies, sanitation products, and facility maintenance equipment that meet the expectations and requirements of our customers.
This Refund and Return Policy outlines the conditions under which products may be returned, exchanged, replaced, or refunded.
Return Eligibility
Customers may submit a return request within seven (7) calendar days from the date of delivery.
To qualify for a return, products must:
- Be unused and unopened
- Be in original condition
- Be returned in original packaging
- Include all accessories, manuals, labels, and components
- Be accompanied by proof of purchase
Products that have been used, altered, damaged by misuse, or returned without original packaging may not qualify for return or refund.
Non-Returnable Products
Certain products are generally not eligible for return, including:
- Opened cleaning chemicals
- Opened sanitation products
- Customized or special-order products
- Clearance items
- Promotional products
- Products specifically marked as non-returnable
Exceptions may be made where products are found to be defective, damaged upon delivery, or supplied incorrectly.
Damaged or Defective Products
Customers are encouraged to inspect products immediately upon receipt.
If products are found to be damaged, defective, incomplete, or incorrectly supplied, customers should notify us within forty-eight (48) hours of delivery.
Supporting documentation such as photographs, videos, packaging images, and delivery records may be required for verification purposes.
Following verification, we may provide replacement products, exchanges, store credit, or refunds depending on the circumstances.
Return Procedure
Customers wishing to return products must contact our customer service team before returning any items.
Unauthorized returns may be refused.
Once a return request is approved, customers will receive instructions regarding packaging, shipping, and return procedures.
Refund Processing
Approved refunds will generally be processed through the original payment method used during purchase.
Processing times may vary depending on banks, payment gateways, and financial institutions.
Where appropriate, refunds may be provided in the form of store credit, replacement products, or exchanges.
Limitation of Liability
PROCLEAN HYGIENE SUPPLIES SDN. BHD.’s liability in connection with returned products shall not exceed the original purchase price paid for the affected products.