Exchanges, Returns & Refunds

 

GENERAL PROVISIONS ON RECEIVING PRODUCTS

  • The buyer is responsible to check the products before signing the delivery note and Häfele reserves our rights to reject the warrant claim if the buyer fails to check the products.
  • The buyer has the right to refuse receiving the products in the following cases: product shape, color, size or code is not same as the product on the Häfelehome E-commerce Website; and the product is scratched or deformed.
  • Missing product parts or accessories, if any, will be delivered to the buyer without shipping fee subjecting to the conditions of request. In some cases, the buyer will have to come in-store to collect the missing items. 
  • If you have any questions before and after receiving the product, please contact the Häfele showroom sales team to resolve in accordance with Häfele Malaysia's Product Return Policy, Product Warranty & Maintenance Policy.

GENERAL PROVISIONS ON MODIFICATION OF ORDER

The buyer can request to modify the order according to the following measures:

Inform Häfele Malaysia about modifying the transaction via call at +603-7733 4526/ 6526 or send an email to showroom@hafelehome.com.my. The buyer should inform the order number during the call or in the email sent to showroom@hafelehome.com.my.

 

This request can only be fulfilled prior to the order delivery.

The buyer will receive an email notification from Häfele Malaysia about the successful order modification, if the request is accepted.

PRODUCT EXCHANGE, RETURN AND REFUND

  • The exchange, return and refund on HäfeleHome apply only when the products deemed under manufacturing defect by Häfele Malaysia. With the conditions of following:

    • The products are unused with full accessories
    • The products remain labels, tags in its original packaging
    • The products are return within 7 days from the product received date
    • Any product that was sold at a special price or a giveaway due to existing defects cannot be exchange or refund

     

  • In cases when the above conditions are met, procedure to conduct are of following:
    • Step 1: Contact Häfele showroom sales at +603-7733 4526/ 6526 or send an email to showroom@hafelehome.com.myto provide the information
    • Step 2. Häfele Malaysia Technical Team may visit the buyer’s premises to inspect the supposed defective product depending on initial stage of examination with the necessary documents submitted by the buyer. Request of images on the specific problems is necessary to provide the initial examination of the case, in which the buyer has to comply and fulfil to Häfele Malaysia
    • Step 3. Häfele Showroom Sales Team will inform the inspection result and make a refund* if the products are eligible for a return, or send new products if the products qualify for a replacement within 30 days upon the receipt of the goods subject to the replacement schedule of new or same product from the manufacturer and seller.

     

  • In case that the return period is expired or the products are ineligible for return, the warranty policy will be applied in accordance with HäfeleHome's current warranty regulations here.

(*) The refund period will be counted from the time when the Customer receives a refund confirmation from Häfele Showroom Sales Team until the day the Customer receives the refund amount via bank transfer method.

(*) If the refund period exceeds the stipulated time, please call our Showroom Sales Team at +603-7733 4526/ 6526 or directly contact your Bank for assistance.

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