At O.D. Paints Sdn Bhd, customer satisfaction is important to us. While we take every measure to ensure the quality, accuracy and safe delivery of our products, we understand that issues may occasionally arise. This Return and Refund Policy outlines the conditions under which returns, exchange, or refunds may be considered, and the steps required to initiate a claim.
Our policy is designed to be fair, transparent, and in compliance with Malaysian consumer protections laws. However, due to the nature of our products, especially paints, coatings, and related items that are perishable, batch-sensitive, or made to order. We apply certain limitations to returns and refunds to maintain product quality and safety.
Generally, we do not offer returns or refunds for change of mind, incorrect colour selection, or improper application by the customer unless in a very extreme special case. Returns and refunds are only applicable in specific situations such as verified product defects, delivery errors, or damage sustained during transit, subject to the terms described in the following sections.
All claims are subject to our inspection and verification. The product warranty is non-transferable and applies solely to the original purchaser listed on the invoice
By placing an order with us, you agree to the terms of this Return and Refund Policy, which forms an integral part of our overall Terms and Conditions of Sale.
At O.D. Paints Sdn Bhd, we are committed to ensure the quality and integrity of our products at the point of sale. Our product warranty strictly covers manufacturing defects and material inconsistencies(of the same-batch) found in the unopened, original packaging of our paint products.
This warranty applies only when the product is stored under recommended conditions (eg., away from direct sunlight, extreme temperatures, or moisture), and remains unused, unaltered, and within its valid shelf life. Common examples of issues covered under product warranty may include:
This warranty does not cover product performance after application. Performance warranty refers to how the paint behaves once it is applied to a surface (eg., peeling, fading, cracking), and may be influenced by surface material, surface preparation, application method, environment, dilution ratio, and other factors outside of our control.
As such, O.D. Paints Sdn Bhd expressly does not guarantee the final performance of the product under user-specific conditions unless otherwise stated in writing under a separate performance guarantee agreement.
That said, O.D. Paints Sdn Bhd has supplied coatings to countless commercial and residential projects, and our products have consistently demonstrated durable, aesthetic, and lasting results when used on compatible surfaces. With correct surface preparation, adherence to recommended application procedures, our paints are expected to perform as advertised in terms of durability, performance and finish quality.
In cases where the product delivered by O.D. Paints Sdn Bhd is verified to be eligible for a refund or replacement under our Product Warranty or Return and Refund Policy, the following procedures shall apply:
If the customer agrees to a replacement, O.D. Paints Sdn Bhd will prioritize the dispatch of the replacement product. Barring exceptional circumstances, the replacement will be processed and shipped within three (3) working days from the date the dispute is acknowledged and confirmed. Customers will be provided with a new tracking number and confirmation of dispatch.
In situations where a replacement is not feasible due to stock unavailability, product discontinuation, logical constraint, or customer reluctance, a full refund will be issued based on the original amount paid by the customer for the affected item(s), excluding any third-party service charges that are non-refundable, unless stated otherwise.
Refunds will be made via bank transfer as mode of priority to the account details provided by the customer. If the customer’s banking information is incomplete, invalid, or insufficient for processing the refund, O.D. Paints Sdn Bhd will reach out directly to the customer for clarification or updated details.
Once all required information is received and verified, the refund will be processed and is expected to be credited to the customer’s bank account within seven(7) to fourteen(14) working days. Processing time may vary depending on the banking institution and public holiday schedules.
By accepting the terms of this policy, the customer acknowledgs that this processs constitutes a full and final settlement of the disputed transaction.
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