Cooling Off, Return & Refund Policies

Cooling Off, Return & Refund Policies

Updated on: 9 June 2022

The Company, we make it our top priority world-class quality products and services to all customers around the world, and make it a part of our daily lives to make Eostre products

Buyer has the rights to cancel certain sales without any penalty prior to midnight of the ten (10) working days following the transaction (date of purchased). This provision covers one hundred percent (100%) conditional money back guarantee on Company products to all customers. In addition, the agents must orally inform the purchaser of the ten (10) working days cooling-off period right to cancel at the time purchaser signs the contract of sale or purchases the goods. Prior to the completion of any sale, the purchaser is required to acknowledge his/her ten (10) working days right of cancellation during the ten (10) working days cooling-off period.

The Company shall proceed with the cancellation and refund regardless of any reason providing the following steps and conditions are met:

Purchaser has acknowledged and decided to maintain his/her rights by delaying the collection or delivery of the machine till the eleventh (11th) working day;
No goods may be released or delivered within ten (10) working days period; and
Purchaser is required to notify the Company via email to malaysia-sales@enagic.com within ten (10) working days from the date of purchased.

The REFUND of one hundred percent (100%) conditional money back guarantee will be processed by the Company within the time stipulated below:

Mode of Payment* Refund Time Frame

FPX 14 days

Debit / Credit Card 30 days

Other 30 days

*Refunds are issued based on the customer’s payment method, unless otherwise requested by the customer.

The refund will fall on RETURN POLICY under below circumstances:

Cooling-off period indicates that the ten (10) working days right of cancellation shall expire by default on the eleventh (11th) day.; or
Purchaser has agreed to rescind and waive his/her rights by instructing the Company to release or deliver the Products within the ten (10) working days period.

RETURNING/ EXCHANGING DAMAGED OR DEFECTIVE ITEMS

Damaged/wrong/faulty defective product can be returned, for a full refund, or exchanged within 14 days of receiving the product. After 15 days, damaged or defective products may not be returned, or exchanged and instead will be serviced under the Eostre Refund Policy. For returns, once the product has been reviewed by our Eostre Service Centre, and a full refund will be given within 7 business days of receiving the damaged or defective product. For exchanges, once the item has been reviewed by our Eostre Service Centre, a new product will be shipped out. Shipping fee for exchange products will be on our company.

RETURNING/ EXCHANGING INCORRECT ITEMS

If customer receives an incorrect product that’s been ordered through our website either a full refund will be given or an exchange for the correct item will be made only if the product is returned within 14 days of the order. In order to receive a full refund or exchange customer is responsible to contact us within 14 days of the delivered date with the original packaging. Once we review the order a full refund or an exchange for the correct product will be given within 7 business days from the date received. If customer open or use the incorrect product a 10% restocking fee plus shipping costs will be charged to the customer.

ALL OTHER RETURNS/ EXCHANGES

If the customer chooses to return an item that been used within 14 days of the delivered date, customer is responsible to contact us within the 14-day period. Customer is responsible for the shipping costs of the returned item regardless of any free shipping promotions. Once we’ve received the returned item and review it for any damages (dents, scratches, and other deformities), a 15% restocking fee will be charged to the customer. If the customer fails to contact us within the 7 days of the delivered date no refunds can be made.

CANCELLING ORDERS

If customer decides to cancel their order before the item is delivered, they will receive a full refund with no shipping costs. If customer cancels the order and the product has already been shipped the customer is responsible for all shipping’s costs and will have to contact us immediately to cancel and receive a full refund. If the cancelled item is returned is unboxed with any defects or damages, a 15% restock fee will be charged.

INTERNATIONAL RETURNS

We will not ship any New or Serviced item to outside of Malaysia continent (Excluding China, Philippines and Singapore, Indonesia).