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Refund & Return Policy

Last Updated: 10 August 2026

Thank you for shopping with SHING ECO ELECTRIC & FURNITURE.

This policy applies to purchases made through our HitPay online store.


By placing an order, the customer acknowledges that they have reviewed the product description, measurements, specifications, price, delivery terms and this Refund & Return Policy before completing the purchase.

Nothing in this policy excludes or limits any right or remedy that cannot lawfully be excluded under Malaysian law.


1. Checking Products Upon Delivery

Customers or their authorised representatives are responsible for checking the following upon delivery:

  1. Product model, colour, size and quantity;
  2. External condition of the product;
  3. Visible dents, scratches, cracks or other damage;
  4. Condition of the packaging; and
  5. Included accessories, manuals and warranty documents.

Any visible damage, missing item or incorrect product should be recorded on the delivery document and reported to us immediately.

Signing or acknowledging successful delivery is evidence that the product was received in the stated condition. However, this does not affect any rights relating to hidden defects that could not reasonably have been discovered during delivery.


2. Damaged, Defective or Incorrect Products

Customers must contact us as soon as reasonably possible if:

  1. The product was damaged before or during delivery;
  2. The product has a manufacturing defect;
  3. The wrong product, model, colour or quantity was supplied; or
  4. The product does not correspond with its description.

Visible delivery damage should preferably be reported within 24 hours of delivery. Other issues should preferably be reported within 7 days of delivery or within the applicable manufacturer’s warranty period.

These notification periods help us investigate the claim and do not remove any rights that may apply under Malaysian law.


3. Evidence Required

Every return, exchange, repair or refund request must include:

  1. Order number, invoice or valid proof of purchase;
  2. Customer’s name and contact number;
  3. Clear photographs and videos showing the complete product and reported issue;
  4. Photographs of the packaging and delivery condition;
  5. Product model and serial number, where applicable; and
  6. A clear description of when and how the issue occurred.

SHING ECO ELECTRIC & FURNITURE may request additional evidence or arrange an inspection before deciding the appropriate remedy.

A claim may be declined where the customer fails to provide reasonable evidence, refuses inspection or cannot establish that the issue existed when the product was supplied.


4. No Unauthorised Returns

Products must not be returned, transported, couriered or left at our premises without prior written approval and return instructions.

Unauthorised returns may be refused. SHING ECO ELECTRIC & FURNITURE will not be responsible for loss, damage, transport charges or other costs arising from an unauthorised return.

Approval to inspect a product does not automatically mean that a refund or replacement has been approved.


5. Inspection and Available Remedies

All claims are subject to verification and inspection by SHING ECO ELECTRIC & FURNITURE, the supplier, manufacturer or authorised service centre.

Depending on the nature and seriousness of the issue, the available remedy may include:

  1. Repair;
  2. Replacement of the affected component;
  3. Exchange;
  4. Replacement product;
  5. Store credit; or
  6. Full or partial refund.

Where an issue can reasonably be remedied, we may arrange a repair or replacement within a reasonable time. A customer is not automatically entitled to select a refund where repair or replacement is an appropriate lawful remedy.

The final remedy will be determined based on the product’s condition, nature of the defect, inspection findings, manufacturer’s warranty and applicable Malaysian law.


6. Change-of-Mind and Customer Selection Errors

We do not ordinarily accept returns, exchanges or refunds because the customer:

  1. Changed their mind;
  2. Ordered the wrong model, colour, size, quantity or specification;
  3. No longer requires the product;
  4. Found a lower price elsewhere;
  5. Did not measure the available space or access route correctly;
  6. Did not check electrical, plumbing or installation requirements;
  7. Did not obtain approval from another household member, landlord or relevant party; or
  8. Decided that the product does not match their décor or personal preference.

Customers must check all measurements, specifications, power requirements, installation requirements and product suitability before ordering.

Any change-of-mind return accepted by us is entirely discretionary and must be confirmed in writing.


7. Conditions for a Discretionary Return

If SHING ECO ELECTRIC & FURNITURE agrees to a discretionary return, the product must:

  1. Be unused, unassembled and uninstalled;
  2. Remain in its original condition;
  3. Include all original packaging, accessories, manuals, warranty cards and free gifts;
  4. Be suitable for resale as a new product; and
  5. Be returned within the period specified in our written approval.

The customer will bear all delivery, collection, dismantling, repacking and handling costs.

Any reasonable inspection, repacking, restocking, payment-processing or administrative cost actually incurred may be deducted from the refund where legally permitted and disclosed to the customer.


8. Non-Returnable Products

Unless the product is defective, damaged, incorrectly supplied or otherwise protected by applicable law, returns will not be accepted for:

  1. Custom-made, modified or specially ordered products;
  2. Products ordered specifically from a supplier for the customer;
  3. Products that have been assembled, installed, altered or used;
  4. Clearance, display, warehouse or “as-is” products where the relevant condition was disclosed before purchase;
  5. Products damaged by misuse, negligence, accident or improper storage;
  6. Products damaged by water, pests, power surge, unstable electrical supply or external causes;
  7. Products repaired, modified or dismantled by an unauthorised person;
  8. Products installed by the customer or an unauthorised third party;
  9. Products used contrary to the manufacturer’s instructions; or
  10. Products with missing or damaged packaging, accessories, manuals, warranty cards, serial labels or free gifts.

A disclosed defect in a clearance, display or “as-is” product cannot later be used as the reason for a return. This does not exclude rights concerning a different undisclosed defect.


9. Electrical Appliances and Warranty Claims

Electrical appliances may be covered by the manufacturer’s warranty, subject to the manufacturer’s warranty period, coverage and conditions.

Customers may be required to deal with or allow inspection by the manufacturer’s authorised service centre. The original invoice, warranty card, product model and serial number may be required.

A manufacturer’s warranty generally does not cover damage caused by:

  1. Misuse or negligence;
  2. Improper or unauthorised installation;
  3. Unauthorised repair or modification;
  4. Power surge or unsuitable electrical supply;
  5. Water, fire, pests, rust or corrosion;
  6. Commercial use of a domestic product;
  7. Failure to follow operating instructions; or
  8. Normal wear and tear.

Where inspection confirms that there is no manufacturing defect or that the issue was caused by the customer, installation, environment or another external cause, the customer may be responsible for inspection, transport, labour and service charges.


10. Furniture and Product Variations

Customers must carefully check product dimensions and ensure that doors, gates, staircases, lifts, corridors and other access routes are suitable before ordering.

SHING ECO ELECTRIC & FURNITURE is not responsible where a product cannot enter or fit into the customer’s premises because of incorrect measurements or unsuitable access.

Reasonable variations in colour, grain, texture, pattern, stitching, firmness or finish may occur due to:

  1. Screen and lighting differences;
  2. Manufacturing batches;
  3. Natural characteristics of wood, fabric, leather or other materials; and
  4. Hand-finishing or production processes.

Reasonable variations of this nature are not ordinarily considered defects.


11. Delivery, Access and Failed Delivery

The customer must provide a complete and accurate delivery address, contact number and access information.

Additional charges may apply where:

  1. The address or delivery information is incorrect;
  2. Nobody is available to receive the product at the agreed time;
  3. A second delivery is required;
  4. Special lifting, dismantling or additional manpower is required;
  5. Delivery requires stairs or difficult access that was not disclosed;
  6. The product cannot enter the premises; or
  7. Delivery is delayed or unsuccessful due to circumstances under the customer’s control.

These additional delivery and handling charges are non-refundable.

Once a product has been successfully delivered and accepted, the customer is responsible for protecting it from damage, misuse, weather, water, pests, renovation work and unauthorised handling.


12. Installation by Third Parties

SHING ECO ELECTRIC & FURNITURE is not responsible for damage or malfunction caused by installation, assembly, modification or repair performed by the customer or an unauthorised third party.

Where an installation-related claim is made, we may require an inspection before determining whether the issue relates to the product, installation work or another external cause.


13. Return and Collection Costs

If we verify that the product was damaged before delivery, defective or incorrectly supplied, SHING ECO ELECTRIC & FURNITURE will arrange the appropriate collection, repair, exchange or replacement without unreasonable additional cost to the customer.

If inspection shows that the product is not defective or that the issue was caused by the customer or an excluded circumstance, the customer may be charged for:

  1. Collection and redelivery;
  2. Inspection and diagnosis;
  3. Labour and service;
  4. Dismantling and reinstallation; and
  5. Replacement parts or packaging.


14. Refund Processing

Approved refunds will normally be processed within 7–14 business days after the product has been returned, inspected and approved.

Refunds will be made through the original payment method where possible. The time required for the amount to appear depends on the relevant bank, card issuer or payment provider.

Original delivery, installation, assembly and handling charges are non-refundable unless the refund results from our verified error or is otherwise required by law.

Any refund may be reduced by lawful and properly disclosed amounts due for missing items, customer-caused damage or costs arising from an approved discretionary return.


15. Order Cancellation

Customers must contact us immediately to request cancellation.

Cancellation is subject to approval and may not be available after an order has been:

  1. Confirmed with a supplier;
  2. Specially ordered or customised;
  3. Assembled or prepared for delivery;
  4. Installed; or
  5. Dispatched.

Where cancellation is approved, reasonable costs already incurred in processing, ordering, assembly, delivery preparation or payment processing may be deducted where legally permitted and disclosed to the customer.


16. Fraudulent or Abusive Claims

SHING ECO ELECTRIC & FURNITURE reserves the right to reject and report claims involving suspected fraud, substituted products, altered serial numbers, false evidence, deliberate damage, abuse of the return process or misrepresentation.

We may keep relevant photographs, delivery records, communication records, serial numbers and inspection findings for the purpose of investigating and responding to a claim.


17. Contact Us

For return, exchange, warranty or refund assistance, please contact:

SHING ECO ELECTRIC & FURNITURE

PT 47, Jalan Dulang, Batu 21 1/4

Sungai Yan, 06900 Yan, Kedah

Telephone: +604-655 5287

Email: [email protected]

Please include your order number and proof of purchase when contacting us.