This Return, Refund and Exchange Policy applies to all purchases made from GE POWER TRADING SDN. BHD. [202301032617 (1526540-D)] (“the Company”, “We”, “Us” or “Our”).
We take reasonable care to ensure that all household articles, kitchenware, storage products, racks, cleaning equipment and electrical appliances are properly checked and packed before delivery. If you experience an issue with your order, you may submit a request according to the terms below.
Eligibility for Returns, Refunds and Exchanges
Products sold are generally not returnable, refundable or exchangeable unless:
- The Company delivered the wrong product.
- The product does not match the specifications, description, features or information advertised on our website.
- The product arrived damaged, defective or faulty.
- Essential parts, accessories or components were missing upon delivery.
- The product was significantly damaged during transportation.
- The delivery exceeded the timeline stated in our Shipping Policy.
All requests must be submitted within 30 days from the date of delivery. Requests submitted after this period may not be accepted.
Required Evidence
Customers must provide sufficient evidence to support their request, including:
- A valid order number or proof of purchase.
- Clear photographs showing the product and reported issue.
- A clear and continuous unboxing video showing the unopened parcel, shipping label, packaging and product received.
- A clear video showing the product’s first use and the reported defect, where applicable.
- Photographs or videos showing missing parts or accessories.
- Any additional information reasonably requested by the Company.
Requests submitted without sufficient evidence may be rejected.
Condition of Returned Products
To qualify for a return, refund or exchange, the product must:
- Remain unused and in its original condition, unless testing was necessary to identify the defect.
- Be returned in its original packaging.
- Include all manuals, attachments, accessories, components and complimentary items.
- Retain all original tags, labels and serial numbers.
- Be free from damage caused after delivery.
- Not have been modified, dismantled or repaired without authorisation.
Customers should not continue using a damaged or defective product after discovering the issue.
Non-Eligible Products and Requests
Returns, refunds or exchanges will not be accepted for:
- Change-of-mind purchases.
- Products ordered in the wrong model, colour, size, capacity or specification by the customer.
- Products damaged through misuse, negligence, accidents or improper handling.
- Electrical appliances damaged by unsuitable voltage, improper installation or incorrect power connections.
- Products damaged through excessive heat, moisture, impact or improper storage.
- Products that have been altered, dismantled or repaired without authorisation.
- Normal wear and tear.
- Minor colour or appearance differences caused by photography, lighting or screen settings.
- Products with missing packaging, manuals, labels, accessories or complimentary items.
- Hygiene-sensitive cleaning products that have been opened or used, unless they were defective upon delivery.
- Clearance, promotional, display or specially ordered products, unless they arrived damaged, defective or incorrect.
Return Application Process
Before returning any product, customers must contact us at gepower_trading@outlook.com and provide:
- Their full name and contact information.
- The relevant order number.
- A description of the issue.
- All required photographs, videos and supporting evidence.
Customers must wait for approval and return instructions before sending the product. Products returned without prior approval may not be accepted.
Inspection and Assessment
After receiving the returned product, we will inspect and assess its condition. Electrical appliances may be tested to determine whether the issue resulted from a manufacturing defect, delivery damage, misuse or improper installation.
Submission of a request does not automatically guarantee approval. We will notify the customer after the assessment has been completed.
Refunds
If a refund is approved, it will be processed through the original payment method whenever possible.
The time required for the amount to appear in the customer’s account may vary depending on the bank, payment gateway or financial institution.
Administrative fees and other non-refundable charges will not be included unless the issue resulted from an error by the Company.
Exchanges
Approved exchanges are subject to product availability. If the same product is unavailable, we may offer:
- A suitable replacement product.
- An alternative product of similar value.
- Store credit.
- A refund of the approved amount.
If the customer selects a replacement product with a higher price, the customer must pay the difference.
Damaged, Defective or Incorrect Products
Customers should inspect their parcels immediately after delivery. If a product is damaged, defective, incomplete or incorrect, customers should stop using it and contact us promptly.
The original packaging, shipping label, accessories and supporting evidence should be retained until the matter has been resolved.
Cancellation Policy
Orders may only be cancelled within 12 hours from the time of purchase, provided the order has not been processed, packed or shipped.
Once an order has been processed or dispatched, it cannot be cancelled. Customers may submit a return request after delivery only if the product satisfies the eligibility requirements stated in this Policy.
The Company reserves the right to cancel an order due to product unavailability, incorrect pricing, payment verification issues, suspected fraud, delivery restrictions or other reasonable operational circumstances.
Right to Reject a Request
We reserve the right to reject any request if:
- It is submitted after the applicable period.
- The customer fails to provide sufficient evidence.
- The returned product does not meet the required conditions.
- The product was damaged through misuse or improper handling.
- The reported issue cannot be verified.
- The request is fraudulent, misleading or abusive.
- The request does not comply with this Policy.
Policy Updates
We may amend this Return, Refund and Exchange Policy when necessary. Any revised version will be published on our website and will take effect from the stated effective date.
Contact Us
For return, refund, exchange or cancellation enquiries, please contact:
GE POWER TRADING SDN. BHD.
Registration No.: 202301032617 (1526540-D)
Email: gepower_trading@outlook.com