Refund and Returns Policy

Overview

For the purposes of this Return & Refund Policy:

  • “Company”, “we”, “our”, or “us” refers to PREMIERE FOCAL SDN BHD.
  • “Customer”, “you”, or “your” refers to the person making a purchase from us.
  • “Goods” refers to household appliances sold by the Company.
  • “Order” means a confirmed purchase transaction for any of our goods.

2. Order Cancellation Policy

We understand that sometimes you may need to cancel your order shortly after placing it. To accommodate such cases, we provide a 12-hour cancellation window from the time your order is confirmed.

Cancellation Terms:

  • Eligibility: Cancellations must be made within 12 hours of placing the order.
  • How to Cancel: Send an email to premiere_focal@outlook.com with your order number, name, and a clear request for cancellation.
  • Processing: If your order has not been processed or shipped, we will proceed with cancellation and issue a full refund to your original payment method.
  • Time-sensitive: Requests received after the 12-hour window may not be eligible for cancellation and will be subject to our standard return policy.

3. Return Policy

If you are unsatisfied with your purchase, you may return the product within 30 calendar days from the date of delivery.

Return Conditions:

To be eligible for a return:

  • The item must be in original, unused condition, free from damage, and with all accessories, packaging, manuals, and tags intact.
  • The return request must be initiated within 30 days of the delivery date.
  • You must provide a valid proof of purchase (e.g. receipt, order confirmation email).
  • Products should not show signs of installation, usage, or modification.

How to Request a Return:

  1. Email premiere_focal@outlook.com with the subject “Return Request – [Your Order Number]”.
  2. Include your full name, contact number, order number, reason for return, and clear photos of the product (if damaged or faulty).
  3. We will verify your request and provide return instructions.

4. Refund Policy

Once your returned item is received and inspected, we will notify you via email regarding the status of your refund.

If Your Return is Approved:

  • A full refund will be processed to your original method of payment.
  • Refunds are typically completed within 7 to 14 business days from the date we receive the returned item.
  • You will receive a refund confirmation email once the transaction is completed.

Partial Refunds (If Applicable):

In certain cases, only a partial refund may be granted:

  • If the item is not returned in its original condition (e.g. missing parts, minor wear).
  • If the return was initiated after the 30-day window but is accepted under exceptional circumstances.

5. Damaged or Incorrect Items

If the item you received is damaged, defective, or not what you ordered, please contact us within 3 days of receiving your order.

To Report an Issue:

  1. Email premiere_focal@outlook.com with your order number and photos of the damaged or incorrect product.
  2. Clearly state the issue (e.g. damaged upon arrival, wrong item sent).
  3. We will review and offer an appropriate resolution, which may include a replacement or refund.

6. Exchanges

We currently do not offer direct exchanges. If you wish to get a different item, please follow the return process and then place a new order for the desired product.

7. Contact Us

For any inquiries related to returns, refunds, or cancellations, please contact us:

📧 Email: premiere_focal@outlook.com
🏢 Address:
PREMIERE FOCAL SDN BHD
A-G-3, JALAN INDAH 2/12
TAMAN UNIVERSITY INDAH
43300 SERI KEMBANGAN
SELANGOR, MALAYSIA

By placing an order with PREMIERE FOCAL SDN BHD, you acknowledge and agree to the terms outlined in this Return & Refund Policy. We reserve the right to amend this policy at any time, and the latest version will always be made available on our platform.