According to Esio Return and Refund policy
To ensure customers’ rights, we provide a 14 days worry-free return policy for all Esio products. To be eligible for a return, your item must be in the same condition that you received it or unused, and in its original packaging. Take note that we will not be able to initiate the return procedure once the product is installed and used. Finally, you’ll also need to present the receipt or proof of purchase.
Return Reason and Procedure
Reason (Non-human factors or product defects)
- Not satisfied with the appearance
- Personal reasons
Return Procedure
- Please engage with our Customer Service Representative to facilitate your return inquiry. Following internal discussion and confirmation of the return request, we shall promptly notify you to prepare the product in its original packaging for pick up by our designated courier service. Rest assured, you will receive a comprehensive email corresponding to the pickup arrangements.
- In order to have seamless coordination for product pick up, kindly liaise with our Customer Service Representative regarding the pick up schedule that best fits you. We will arrange the pick up time that best fits your schedule.
- To facilitate seamless coordination for the pickup arrangement, kindly share with our Customer Service Representative the suitable pickup date in advance. We will then schedule a pickup time that best fits your schedule.
- Please note that returned items should be kept in their original packaging and in new condition to ensure a smooth refund process. Failure to do so may affect your refund procedure. Thank you for your understanding and cooperation!
- Restocking Fee: If the returned item is not due to a fault or defect in the product itself, we may levy a restocking fee, which will be deducted from your refund. If you have any further questions or require assistance, please don't hesitate to contact our customer service representative at Esio Malaysia WhatsApp .
Reasons and Procedure for Exchange
If you have purchased an item mistakenly due to personal reasons, you may apply for our exchange service provided that the product remains unopened and unused. We respect your choice and will be pleased to assist you with the exchange process.
Reasons for Exchange
- The capacity is insufficient for your needs. For example: Change to the model with larger capacity
- Purchased the wrong model (same size and capacity) For example: Change from a vertical to horizontal installation type of water heater.
Cost
- We will charge or refund the price difference based on the actual selling price, ensuring a fair exchange process.
Shipping Fees
- First and second exchanges: Shipping fees are waived
- For the third exchange onwards: A shipping fee of RM100 will be charged.
