Return & Refund Policy

At Ettix Sdn Bhd, we aim to ensure that customers receive quality products and reliable service. This Return and Refund Policy explains the conditions under which products may be returned and refunds may be processed.

Return Eligibility

Products may be eligible for return only under specific circumstances. Customers must notify Ettix within a reasonable period after receiving the product if there is an issue.

Damaged During Delivery Products that arrive damaged due to shipping may be reported for return or replacement.
Incorrect Product Delivered If the item received does not match the product ordered, customers may request a return.
Manufacturing Defect Items with verified manufacturing defects may be eligible for replacement or return.

Return Conditions

To ensure fair processing, returned items must meet certain conditions before a return request can be approved.

Original Condition Products must be returned in their original condition, unused and without physical damage caused by misuse.
Original Packaging Items must be returned with original packaging, labels and accessories where applicable.
Proof of Purchase Customers must provide order reference or proof of purchase when requesting a return.

Refund Processing

Once a returned item has been received and inspected by our team, the refund process may begin depending on the return reason and product condition.

Inspection Required All returned products will be inspected before refund approval.
Refund Method Approved refunds will typically be processed using the original payment method where possible.
Refund ETA Approved refunds will be processed within 7–14 business days after the refund has been approved. The actual time for the funds to be credited may vary depending on the payment provider and the customer’s bank.

Non-Returnable Items

Certain products may not be eligible for return due to the nature of the items or order type.

Special Order Items Products specially sourced or ordered upon request may not be eligible for return.
Used Products Items that have been used, installed or modified may not qualify for return.
Project Based Orders Bulk or project procurement orders may have separate return terms agreed during purchase.

Refund Timeline

Once a returned product has been received and inspected, Ettix will review the return request and determine whether the refund is approved.

For approved refunds, Ettix will process the refund within 7–14 business days from the date of refund approval.

The actual time required for the refunded amount to appear in the customer’s account may vary depending on the payment gateway, card issuer, bank or other financial institution involved in the transaction.

Customers should retain their order reference and relevant payment records until the refund has been successfully credited.

Important Notes

Customers are encouraged to inspect products immediately upon receiving them. Any issues regarding damaged goods, incorrect shipments or product defects should be reported promptly so that our support team can assist accordingly.

Ettix reserves the right to assess each return request individually and determine whether the request meets the eligibility requirements described in this policy.

For complex orders involving project procurement, industrial equipment or custom sourcing, additional return arrangements may be discussed separately with the customer.

Refunds are subject to successful verification and approval of the return request. A refund will not be processed where the return does not meet the applicable eligibility requirements.

Need Help With a Return?

If you believe your product qualifies for return or refund, please contact our support team with your order details so we can assist you.

Contact Support