REFUND & RETURN POLICY
Introduction
At SOLIDATE HARDWARE SDN. BHD., customer satisfaction is one of our highest priorities. We are committed to supplying quality hardware products including garden tools, door hardware, plumbing accessories, fasteners, painting tools, tapes, locks, water taps, shower heads, and other related hardware supplies. While every product undergoes quality inspection before dispatch, we understand that there may be occasions where customers require a return, replacement, or refund.
This Refund & Return Policy explains the conditions, procedures, and responsibilities relating to product returns, exchanges, replacements, and refunds. By purchasing products from SOLIDATE HARDWARE SDN. BHD., whether through our website, online marketplaces, email, telephone, social media platforms, or other authorised sales channels, customers acknowledge and agree to this policy.
Return Eligibility
Customers may request a return within seven (7) calendar days from the date of successful delivery.
To qualify for a return, all of the following conditions must be satisfied:
- Products must be unused and uninstalled.
- Products must remain in their original condition.
- Original manufacturer packaging must remain intact.
- Product labels, accessories, manuals, warranty cards, and protective packaging must be included.
- Products must not show signs of misuse, damage, modification, or alteration.
- Original proof of purchase or invoice must be provided.
Products that fail to satisfy these requirements may not qualify for a return or refund.
Products Not Eligible for Return
Certain products cannot be returned due to safety, hygiene, operational, or commercial reasons.
These include but are not limited to:
- Products that have been installed or used
- Electrical hardware once installed
- Water taps or plumbing accessories that have been connected to water systems
- Shower heads that have been used
- Paint brushes after use
- Custom-made or specially ordered products
- Clearance or promotional items
- Products sold as “Final Sale”
- Bulk orders specially procured upon customer request
- Products damaged due to improper installation or misuse
Returns may also be rejected if products are incomplete or missing original accessories.
Damaged, Defective or Incorrect Products
Customers should inspect all products immediately upon delivery.
If products are received in any of the following conditions:
- Manufacturing defects
- Physical damage
- Incorrect item supplied
- Missing products
- Incorrect quantity
- Damage during transportation
customers must notify SOLIDATE HARDWARE SDN. BHD. within forty-eight (48) hours after receiving the shipment.
To facilitate our investigation, customers may be requested to provide:
- Order number
- Invoice number
- Product photographs
- Packaging photographs
- Courier packaging
- Video recording of product condition
- Product labels or serial numbers where applicable
Following verification, we may offer one of the following remedies:
- Replacement product
- Product exchange
- Store credit
- Partial refund
- Full refund
The appropriate resolution will depend on product availability and the nature of the issue.
Return Procedure
To initiate a return, customers should follow the procedure below.
Step 1
Contact our customer service team via email or telephone.
Step 2
Provide:
- Invoice number
- Product SKU
- Description of issue
- Supporting photographs
- Reason for return
Step 3
Wait for return approval and return instructions.
Step 4
Package the products securely using suitable protective materials before shipping them back.
Products returned without prior authorization may be rejected.
Return Shipping Costs
Unless the return is caused by:
- Manufacturing defects
- Incorrect products supplied
- Shipping damage caused before delivery
- Errors made by SOLIDATE HARDWARE SDN. BHD.
customers shall be responsible for all return shipping expenses.
Original shipping charges are generally non-refundable unless otherwise determined by our management.
If replacement products require additional delivery arrangements, further shipping charges may apply.
Product Inspection
All returned products undergo a detailed inspection upon arrival.
Our quality control team will inspect:
- Product condition
- Product completeness
- Packaging condition
- Signs of installation
- Manufacturing defects
- Customer-reported issues
Inspection generally requires three (3) to seven (7) business days after receiving the returned goods.
Refund Processing
Approved refunds will normally be processed using the original payment method.
Estimated refund processing time:
- Online Banking: 5–10 business days
- Credit/Debit Cards: 7–21 business days
- E-wallets: 5–10 business days
Processing time depends on payment providers and financial institutions.
If the original payment method is unavailable, an alternative refund method may be arranged upon mutual agreement.
Product Exchanges
Where stock is available, customers may request an exchange instead of a refund.
Exchanges may be offered for:
- Wrong product received
- Manufacturing defects
- Shipping damage
- Incorrect specifications
- Customer-approved exchanges
If the replacement product has a higher selling price, customers must pay the price difference.
If the replacement product has a lower selling price, the balance may be refunded or issued as store credit.
Order Cancellation
Orders may only be cancelled before they have entered processing or shipment.
Once products have been packed, dispatched, or specially ordered from suppliers, cancellation requests may no longer be accepted.
Special-order items and customized products generally cannot be cancelled after procurement has commenced.
Warranty
Where manufacturers provide warranties, warranty coverage shall be subject to the respective manufacturer’s terms and conditions.
SOLIDATE HARDWARE SDN. BHD. acts as the supplier and does not independently extend warranties beyond those provided by manufacturers unless otherwise stated.
Warranty claims may require customers to provide:
- Original invoice
- Product photographs
- Serial number (where applicable)
- Description of the fault
Limitation of Liability
To the maximum extent permitted by law, SOLIDATE HARDWARE SDN. BHD.’s total liability shall not exceed the purchase price paid for the affected products.
We shall not be responsible for:
- Loss of profits
- Business interruption
- Labour costs
- Installation costs
- Removal costs
- Consequential damages
- Indirect losses
- Loss arising from improper installation
- Product misuse
- Failure to follow installation instructions
Force Majeure
We shall not be liable for delays or inability to process returns arising from circumstances beyond our reasonable control, including:
- Floods
- Fire
- Earthquakes
- Government restrictions
- Supply chain disruptions
- Transportation delays
- Industrial disputes
- Pandemic outbreaks
- Cybersecurity incidents
- Utility failures
- Acts of God
Changes to this Policy
SOLIDATE HARDWARE SDN. BHD. reserves the right to amend or update this Refund & Return Policy at any time without prior notice.
Any revised version shall become effective immediately upon publication on our website.
Customers are encouraged to review this policy periodically.
Contact Information
If you have questions regarding returns, refunds, exchanges, or warranty claims, please contact us:
SOLIDATE HARDWARE SDN. BHD.
Registration No.: 202601023574 (1685671-V)
Address:
B-4-21, MEGAN PHOENIX
JALAN 2/142A
PHOENIX BUSINESS PARK
56000 CHERAS
W.P. KUALA LUMPUR
MALAYSIA
Phone: +6011-1323 1549