Refund and Return Policy

Refund and Return Policy

1. Before you apply for a refund and/or return of a product that you purchased, EIAI encourages you to contact the relevant merchant directly through the EIAI's portal to resolve any problem arising in a transaction or any issue relating to the product.

2. You may apply for a refund and/or return of the product through EIAI's portal within three (3) business days (of the Federal Territory of Kuala Lumpur) after the date of which you confirm or are deemed to have received the product. In the event where the delivery of the product is unsuccessful, you may apply for a refund through EIAI's portal three (3) business days after the date on which the first attempt of the delivery was made. In the event of self-collection, you may only apply for a refund and/or return of the product at the time of the self-collection.

3. You may apply for a refund and/or return of the product through EIAI's portal in the following circumstances:-

1. you did not receive the product;
2. the product is incomplete (for example missing quantity or accessories);
3. the product does not match the agreed specifications (for example wrong size or colour);
4. the product is materially different from the description provided by the merchant on EIAI's portal;
5. the product is a counterfeit or an infringing product; or
6. the product is faulty (for example malfunction or not reasonably fit for intended use).

4. The following products are excluded from this Refund and Return Policy:-

1. products that are perishable or may otherwise deteriorate or expire rapidly, such as fresh produce;
2. products that are not suitable for return due to hygiene reasons or health protection, such as swimwear, undergarment and/or beauty products such as make up;
3. any products which are expressly stated by the merchant on the EIAI's portal that are not refundable or returnable; and
4. any other products as determined by EIAI from time to time.

5. EIAI reserves the right to add or amend the list stated in Clauses 3 and 4 from time to time at its sole and absolute discretion.

6. When EIAI receives an application for a refund and/or return of the product, EIAI will notify the relevant merchant in writing. The merchant may respond in writing to your application within one (1) business day or any period agreed by the parties. In the event EIAI does not hear from the merchant within the prescribed period, TCE will proceed to assess your application without further notice to the merchant.

7. EIAI will review your application on a case-by-case basis and in its sole and absolute discretion, determine whether your application is successful.

8. In the event that your application for a return is successful, you must within three (3) business days, ensure that the product, including any complimentary items such as accessories that come with such product, must be returned to the merchant in the condition received by you on delivery or at the time of collection, where the product must be in a new and sealed condition, and with its original packaging and price tag. EIAI recommends you take a photo of the product upon receipt or collection of the product. In the event the merchant fails to provide an address for the returned product or fails to accept the returned product within a reasonable period of time, the merchant shall forfeit its right to the returned product.

9. EIAI will only process the refund to you after EIAI receives confirmation that the merchant has received the returned product. In the event where EIAI does not hear from the merchant within twelve (12) business days after the returned product is delivered by you, EIAI may refund your payment to you (subject to deduction of any other fees and costs) without further notice to the merchant but subject to our terms and conditions which we may impose on or before your application for refund or return. The refund will be made to you in any manner determined by the EIAI.

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