At Cleanexus Trading Sdn. Bhd., we are committed to ensuring customer satisfaction with every purchase. Our Return and Refund Policy has been designed to address your concerns effectively and provide a seamless resolution process. Below are the detailed guidelines for returns, exchanges, and refunds:

Eligibility for Returns

We accept returns under the following conditions:

  1. Damaged or Defective Products: Items that arrive with visible damage, defects, or malfunctions.
  2. Incorrect Items: If the wrong product was delivered compared to your order confirmation.
  3. Quality Concerns: Products that do not meet the promised standards of quality.
  4. Unopened and Unused Items: If you change your mind, unopened and unused products in their original packaging can be returned (excluding certain items, see “Non-Returnable Items”).

To qualify, your return request must be initiated within 7 days of receiving the product. Items must include original receipts, packaging, and any accompanying documentation.

Non-Returnable Items

For safety and quality reasons, the following items are not eligible for return:

  • Cleaning detergents or liquids that have been opened or partially used.
  • Products purchased on clearance or promotional sale.
  • Custom or special-order items.
  • Items showing signs of misuse, tampering, or damage caused by the customer.

How to Initiate a Return

To initiate a return:

  1. Contact Us: Email cleanexustrading@gmail.com with your order number, photos of the product (if applicable), and a brief description of the issue.
  2. Approval Confirmation: Our customer service team will review your request and respond within 2-3 business days with approval or further instructions.
  3. Return the Product: Approved returns should be shipped back to our address at Unit 3.07, Level 3, KL Gateway Mall, 2, Jalan Kerinchi, Kampung Kerinchi, 59200 Kuala Lumpur.

Shipping Costs

  • Defective or Incorrect Items: We will cover return shipping costs if the issue is due to our error.
  • Change of Mind Returns: Customers are responsible for shipping costs when returning items for reasons unrelated to product quality.

Ensure the product is securely packaged to avoid damage during transit.

Refund Process

Refunds are issued after the returned product is inspected and approved. Refund timelines:

  1. Original Payment Method: Refunds will be credited back to your original payment method within 7-10 business days after approval.
  2. Store Credit Option: You may opt for store credit, which will be issued immediately upon return approval and can be used on future purchases.

Exchange Policy

We offer exchanges for eligible items if:

  • The product is defective or damaged.
  • You prefer a different product or size, subject to availability.

Exchanges must adhere to the same conditions and timelines as returns.

Order Cancellation

Orders may be canceled before shipping by contacting us at cleanexustrading@gmail.com. Once an order has been dispatched, it will fall under the return policy.

Important Notes

  • Returns without prior approval will not be accepted.
  • Refunds or exchanges may be denied for items not meeting the conditions outlined above.
  • Cleanexus Trading Sdn. Bhd. reserves the right to refuse returns if abuse of the policy is suspected.