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Customer Service

Shipping & Delivery
There will be extra charges for shipping and delivery the doors to your location, prices vary depending on distance and quantity. Please contact us for details. Lead-times are estimates and not a firm date of arrival for goods.
Various factors affect the supply of goods therefore we cannot be held responsible for failure to supply within an estimated lead-time. We will keep you up to date with the progress of your order. If your order is particularly time critical, please notify us in writing of your time-frame and we will confirm whether we accept your order on this basis.
Prices of individual products do not include delivery charges.

Privacy & Security
We shall not be held responsible for any incidental work or expenses arising due to any defect in our product or failure to deliver within an estimated time frame. In the event of goods proving to be defective (manufacturer’s defect only) which need replacement, our liability shall not exceed the replacement of faulty goods.
If any mistakes are made we will do our utmost to rectify any problems as quickly as possible.
Returns & Replacements
In the unlikely event that a product that has been delivered by us or one of our approved carriers (including special order/made to order items) is faulty or damaged, we will exchange the item or provide you with a full refund, which will not includes delivery charges, so long as we are notified of the product’s fault within 7 days, in writing. Please do this by sending an email to info@malaysiadoor.com giving as much detail as possible to the fault/damage (please enclose images if available) and provide us with your original web order/sales order number.

We reserve the right to inspect all returned products prior to agreeing to any part refund, full refund or exchange.

Once notified of the fault/damage we will arrange for the product(s) to be sent to us by you or an approved carrier at your expense. We require the return of the products within 30 days of the date of the written refund request being made. At this point we will either dispatch a replacement item, advise of special order/made to order lead times or process the refund.

Any refunds will be made to the account used to purchase the original product(s).
 
From the point of delivery by us or collection you have 3 working days to check your goods.
 
Within 3 Days You Must:
  • Detail any damage you observe to the packaging of the goods or to the goods themselves on the Delivery Note.
  • Check that the goods delivered match your order exactly including the size ordered.
  • Remove all packaging and check every delivered item for damage and/or manufacturing faults. Do not assume that a perfectly wrapped door is in a perfect condition.
 
Please Note: by fitting, finishing or making any alterations, the doors will be deemed to have been accepted as supplied. No claims – either relating to damage or faulty manufacture - will be entertained on any product that has been altered in ANY way. It is up to YOU, the customer to check the goods NOT the person fitting the products.
 
Ordering
Our Sales Contract is with the named person or Company on the sales Order Acknowledgment. We cannot guarantee continuity in product (i.e. timber colour, grain, panel sizes etc. may vary).  To avoid mis-matching products please order all goods for a project in one go.
We have tried to provide a lot of information as clearly as possible, but if you have any questions regarding our Conditions of Sale please do contact one of our Door Experts.
Payment, Pricing & Promotions
All items must be paid for in full prior to delivery unless account facilities are in place. The title of goods remains with Doors Malaysia. until full payment has been made.
Viewing Orders
It is impossible to accurately replicate online the natural qualities of timber, so colours on our website are indicative but may not be exactly replicated in the final product.
Updating Account Information
Specially ordered items are non-cancellable and non-refundable once an order has been confirmed and cannot be amended unless by mutual agreement.