Effective Date: 1st January 2025

Refund & Return Policy

1. Overview

Our Refund and Return Policy outlines the terms under which returns, exchanges, and refunds are processed for purchases made through www.exerlom.com.my. By completing a purchase, you agree to these terms.

2. Eligibility for Returns

2.1 Timeframe: Returns must be initiated within seven (7) business days of receiving the item(s).
2.2 Condition of Items: Returned items must be in their original condition, unused, and in the original packaging with all tags and labels attached.
2.3 Non-Returnable Items: Certain items are non-returnable

  • Perishable goods (e.g., consumables).
  • Customized or personalized items.
  • Items marked as final sale.

3. Refunds

3.1 Approval Process: Refunds are issued after we inspect the returned items and approve the return.
3.2 Refund Method: Refunds will be issued to the original payment method within 5-10 business days.
3.3 Non-Refundable Costs: Shipping, handling, and any applicable taxes are non-refundable unless the return is due to our error.

4. Exchanges

4.1 Product Replacement: Exchanges are allowed for defective or damaged items. If you need to exchange an item, contact us at online@exerlon.com.my within 5 business days.
4.2 Stock Availability: Exchanges are subject to stock availability.

5. Return Process

5.1 Initiating a Return: To initiate a return, contact us at online@exerlon.com.my with your order number and reason for return.
5.2 Return Shipping: Customers are responsible for return shipping costs unless the item is defective, or we made an error.
5.3 Return Address: Ship items to No. 5, MRT & KTM Station, Kawasan Industri Kampung Jaya, 47000 Sungai Buloh, Selangor. Ensure the package is securely packed to prevent damage.

6. Damaged or Defective Items

If you receive a damaged or defective item, please notify us within five (5) business days of delivery with photographic evidence. We will arrange for a replacement, repair, or refund.

7. Cancellation Policy

7.1 Before Shipping: Orders may be cancelled for a full refund if they have not yet been shipped.
7.2 After Shipping: Once an order has shipped, it is subject to the standard return process.

8. Contact Information

For questions or concerns about returns and refunds, please contact us:

  • Email: online@exerlon.com.my
  • Phone: +60 12-215 6515 / +60 12-305 6578
  • Address: No. 5, MRT & KTM Station, Kawasan Industri Kampung Jaya, 47000 Sungai Buloh, Selangor

Key Notes:

  1. Policies may vary depending on the type of product or service offered.
  2. Always comply with local consumer protection laws, such as Malaysia’s Consumer Protection Act 1999, which requires transparency and fairness in return and refund policies.