Return and Exchange Policy
At SSF, customer satisfaction is our top priority. We take pride in the quality of our products, manufactured in our factories located in China and Johor Bahru (JB), Malaysia. This policy outlines the terms and conditions for returns and exchanges to ensure transparency and a seamless experience for our valued customers.
1. Eligibility for Returns and Exchanges
We accept returns or exchanges under the following conditions:
1.1 The product is damaged, defective, or not as described at the time of delivery.
1.2 The product is unused and in its original condition, including all packaging, labels, and accessories.
1.3 The return request is initiated within 7 days of receiving the product.
1.4 Custom-made or personalized items are non-returnable unless they arrive damaged or defective.
2. Return and Exchange Process
2.1 Initiating a Return or Exchange
- Contact our customer service team via email at support@sffixtures.com or WhatsApp at +60 1128078924.
- Provide your order number, a description of the issue, and photographic evidence of the product's condition.
2.2 Assessment and Approval
- Once your request is received, our team will review it and provide further instructions within 3 business days.
- Approved returns or exchanges will receive a confirmation email with a Return Authorization Number (RAN).
2.3 Shipping the Item
- Customers are responsible for the return shipping cost unless the product is damaged or defective.
- Ensure the item is securely packaged to prevent further damage during transit.
- Products must be shipped to the address provided in the return confirmation email.
2.4 Inspection and Processing
- Upon receiving the returned item, our team will inspect it to verify its condition.
- Refunds, exchanges, or replacements will be processed within 14 business days after the inspection.
3. Refund Policy
3.1 Refunds are issued in the original payment method or as store credit.
3.2 Shipping fees and customization charges are non-refundable unless the return is due to an error on our part (e.g., wrong item sent).
3.3 Refunds for products damaged during return transit will not be issued.
4. Exchange Policy
4.1 Exchanges are subject to product availability.
4.2 If the replacement product is unavailable, customers may opt for a refund or choose an alternative item of equivalent value.
4.3 Price differences for higher-value exchanges must be paid by the customer.
5. Non-Returnable Items
The following items are non-returnable:
- Custom-made or personalized items.
- Clearance or discounted items marked as "Final Sale."
- Products damaged due to misuse, improper handling, or installation.
6. International Returns
For products manufactured in China and exported to Malaysia, returns must adhere to the following guidelines:
6.1 Customers must bear any customs duties, taxes, or additional charges incurred during international return shipping.
6.2 International returns may require additional processing time of up to 21 business days.
7. Products with Warranty
7.1 Select items, such as salon furniture and shelving units, may come with a limited warranty. Warranty claims are handled separately from the return policy and require proof of purchase.
8. Discrepancies and Missing Items
If your order is incomplete or contains discrepancies:
8.1 Notify our customer service team within 3 business days of delivery.
8.2 Missing items will be shipped at no additional cost after verification.