REFUND & RETURN POLICY
Introduction
At HANDLEPLAST SDN. BHD., customer satisfaction is one of our highest priorities. We strive to supply quality plastic packaging materials, food packaging products, disposable tableware, plastic containers, packaging films, and related products that meet the expectations of our customers. While we implement quality control procedures before products are dispatched, we understand that there may be circumstances where returns, exchanges, or refunds are necessary.
This Refund & Return Policy explains the terms, conditions, and procedures governing product returns, exchanges, replacements, and refunds. By placing an order with HANDLEPLAST SDN. BHD., whether through our website, online marketplace, email, telephone, or other sales channels, customers acknowledge and agree to the terms outlined in this policy.
Return Eligibility
Customers may request a return within seven (7) calendar days from the date the order is delivered.
To qualify for a return, products must satisfy all of the following conditions:
- The products must be unused and unopened.
- Products must remain in their original condition.
- Original packaging, labels, and seals must remain intact.
- Products must not have been modified, altered, or damaged after delivery.
- The original invoice or proof of purchase must be provided.
Returned products that do not meet these requirements may not be accepted for return or refund.
Products That Are Not Eligible for Return
For hygiene, safety, and operational reasons, certain products cannot be returned after purchase.
These include but are not limited to:
- Opened food packaging products
- Opened disposable tableware
- Used food containers
- Plastic products that have been exposed to food or beverages
- Customized or printed packaging products
- Made-to-order products
- Clearance items
- Promotional products
- Bulk products specially ordered upon customer request
- Products sold as “Final Sale”
Products that have been damaged through improper handling, misuse, storage, or transportation after delivery are also not eligible for return.
Damaged, Defective or Incorrect Products
Customers are encouraged to inspect all deliveries immediately upon receipt.
If products are received in any of the following conditions:
- Damaged
- Defective
- Incomplete
- Incorrect
- Manufacturing defect
- Shipping damage
customers must notify HANDLEPLAST SDN. BHD. within forty-eight (48) hours of delivery.
To facilitate the investigation, customers may be asked to provide:
- Order number
- Product photographs
- Packaging photographs
- Delivery documentation
- Videos showing the issue
- Product batch numbers where applicable
Upon successful verification, we may offer one of the following solutions:
- Product replacement
- Product exchange
- Store credit
- Partial refund
- Full refund
The final resolution will depend on the nature of the issue and product availability.
Return Authorization
Customers must obtain prior authorization before returning any products.
To initiate a return:
Step 1
Contact our customer service team.
Step 2
Provide:
- Invoice number
- Product details
- Reason for return
- Supporting photographs
Step 3
Await return approval.
Step 4
Package the products securely according to the instructions provided.
Products returned without prior authorization may be refused and returned to the sender.
Return Shipping Costs
Unless the return is due to an error made by HANDLEPLAST SDN. BHD. or a confirmed product defect, customers shall be responsible for all return shipping costs.
Original shipping charges paid during checkout are generally non-refundable.
Where replacement products are requested, additional shipping charges may apply depending on the circumstances.
Inspection Process
All returned products undergo inspection upon arrival.
Our inspection team will verify:
- Product condition
- Packaging integrity
- Product quantity
- Return eligibility
- Manufacturing defects
- Customer claims
Inspection typically requires between three (3) and seven (7) business days after the returned products are received.
Refund Processing
Once a return has been approved, refunds will normally be processed through the original payment method.
Depending on the payment provider, refunds may require between:
- 7–14 business days for online payments
- 14–30 business days for credit card payments
- Longer for certain international payment providers
Where the original payment method is unavailable, refunds may be issued through another mutually agreed payment method.
Product Exchanges
Where stock is available, customers may request an exchange instead of a refund.
Exchanges may be offered for:
- Wrong product received
- Manufacturing defects
- Damaged goods
- Customer-requested size or specification changes (subject to approval)
If replacement products have a higher selling price, customers will be required to pay the price difference.
If replacement products have a lower selling price, the balance may be refunded or issued as store credit.
Order Cancellation
Orders may only be cancelled before processing or shipment.
Once an order has entered production, packing, or dispatch, cancellation requests may not be accepted.
For customized or printed packaging products, cancellation is generally not possible after production has commenced.
Force Majeure
HANDLEPLAST SDN. BHD. shall not be responsible for delays, product shortages, or inability to process returns resulting from circumstances beyond our reasonable control, including:
- Natural disasters
- Floods
- Fire
- Government restrictions
- Transportation disruptions
- Port congestion
- Industrial actions
- Pandemics
- Supply chain interruptions
Limitation of Liability
To the fullest extent permitted by applicable law, HANDLEPLAST SDN. BHD.’s total liability shall not exceed the purchase price paid for the affected products.
We shall not be liable for:
- Loss of business
- Loss of profits
- Operational downtime
- Indirect damages
- Consequential losses
- Special damages
arising from the use or inability to use our products.
Changes to this Policy
HANDLEPLAST SDN. BHD. reserves the right to amend or update this Refund & Return Policy at any time without prior notice.
The latest version will always be available on our website and becomes effective immediately upon publication.