Ecentra Sdn. Bhd. is committed to providing products and services of the highest quality. In the event of a product quality issue, the following Product Return, Replacement & Refund Policy shall apply.
Damaged/Defective Products.
The product to be returned must be one of material damage/defective arising from the manufacturer’s production process. In that the damage/defect occasioned not from the purchaser’s use of the product but was already damaged/defective upon receipt. That said, there maybe instances where the said product was damaged through initial normal use. If this is the case, the product user shall immediately report this matter to the Company.
Damage may also arise during delivery. In such instances the purchaser shall immediately notify the company of it.
The Company will not entertain any request for a return , replacement or refund if there has been a lapse of seven (7) days from receipt of product.
Wrong Product Received.
Purchasers at times may receive products which may vary in size, colour or totally different from what they had ordered for. In such instances the Company will replace those products with the ones that they had initially ordered.
Product return/replacement/refund requests must be accompanied by the original invoice or receipt. Ecentra will not entertain any request if the said product was purchased from unauthorised channels.
- Proof of defect, damage, error.
In notifying the Company by the given seven (7) days timeline, proof of damage, defect or error must be also be established. The Company would require photos or videos to be submitted to establish the basis for the return, replacement or refund.
Return Timeline.
The purchaser shall report to the Company within seven (7) days from receipt if the said product is found defective/damaged/or wrongly issued. The Company will not entertain any request thereafter the lapse of seven (7) days.
How to Return or Replace?
Customers may return products through the following methods:
1. In-Person Return
Return the product along with the original invoice to:
Ecentra Sdn. Bhd.
E-12A-2, The Icon Tower (East Wing),
No. 1, Jalan 1/68F, Off Jalan Tun Razak,
50400 Kuala Lumpur, Malaysia.
2. Return via Courier (Customer’s Own Arrangement)
Items must be securely packed with the invoice included.
All shipping charges for return deliveries shall be borne by the customer.
Ecentra Sdn. Bhd. shall not be held liable for any damage or loss during transit.
Refund Process
- Refunds will be processed within seven (7) to fourteen (14) business days upon approval.
- Initial shipping charges are non-refundable.
Items Not Eligible for Return, Replacement and/or Refund
- Items purchased on sale, promotion, or clearance.
- Used, worn, or damaged items.
- Items returned without original packaging or documentation.
- Personal garments are non-returnable for hygiene purposes, unless initially worn and tears. In such instances, the Company will send the said item to the manufacturer for inspection.
* Important Notice
All returned items are subject to inspection. Ecentra Sdn. Bhd. reserves the right to reject any return, replacement and/or refund request that does not comply with the terms stated above. Items returned in an unsuitable condition may be returned to the sender at their expense.
Contact Us
For any enquiries related to returns Customer Care or refunds, please contact our team:
Email: cs@ecentra.com.my
Phone: +603-2181 3118