Refund and Return Policy

Return & Refund Policy

1. This Return and Refund policy shall only be applicable for Emran delivery shopping via Emran website only.

2. Emran shall use its best efforts to ensure that Orders are correctly fulfilled. Should there be any discrepancy of Products delivered and the Customer wishes for return and refund, please notify us by completing and submitting the complaint within seven (7) days upon receiving the Products. We will contact the Customer within seven (7) days after receipt of the completed form online to direct the Customer of the procedures in respect of the return of Products and refund. The Customer is advised to wait for our instruction for the next course of action. In the event the Customer does not receive any reply from us after the aforesaid period, please contact us either by e-mail at wecare@emran.com.my or call our office at +6044235786 for enquiries.

3. If the Customer opts for replacement or exchange of Products, the affected Products MUST be returned via courier or post within 2 weeks (with prove of discrepancy by snap a picture) as directed by Emran pursuant to Item No. 2 hereinabove. No replacement or exchange of Products will be entertained if the Products are returned in person at any of our agents or office. All replacements or exchange of Products shall be effected subject to stocks availability.

a. If any Product has been delivered in a damaged or defective condition; or
b. if the Product is out of date or expired; or
c. if the wrong Product which is different from the Order is delivered

Provided Always that the Customer shall return or caused to be returned to Emran the aforesaid Products unused and in its original condition, quantity and packaging as it is first delivered to the Customer together with the proof of Order, payment and delivery of the Products.

5. If a Product which was ordered and invoiced is not included in the delivery, Emran shall either refund the Customer the value of that Product, or replace the Product.

6. If any Product which was not included in the Customer’s Order is delivered to the Customer, Emran shall collect the Product from the Customer.

7. If the Customer has been charged for a Product which has not been delivered, Emran shall refund the Customer the value of the Product as originally charged to the Customer.

8. If a Customer is charged more than the value of a Product as displayed on the site when the Customer makes its Order, Emran shall refund to the Customer the difference.

9. The return of a Product by a Customer does not automatically warrant for a refund. Emran will inspect the returned Products upon receipt of the same. If the conditions in Item No. 4 of this Return and Refund Policy have been fulfilled, refund will be made to the Customer and we will reimburse the Customer of its courier charges for returning of the Products to us provided always that the courier payment slip is furnished to us upon seeking refund.

10. All refunds will be made via the same mode of payment within 2 months and depending on the appointed bank refund policy in which your receipt of the refund will depend on the period of time your financial institution takes to finalise the refund. Emran shall not be liable with respect to any loss, damage, cost or expense that you or any person may incur as a result of any delay in your financial institution processing the said refund.

11. The Customer is required to send back the affected Product(s) to us via a reliable courier service company to our factory at the following address:-

Emran Trading (M) Sdn Bhd
100, Jalan Desa 8/A,
Kawasan Perusahaan Sungai Tukang,
08000 Sungai Petani, Kedah.
Malaysia.

12. The Customer shall be responsible for the risks and condition of the Product to be returned until it reaches us at our factory as above mentioned. Emran will not be liable for any loss or damage to the Product prior to the Product is received by us. The Customers are advised to pack safely the Product to prevent any loss or damage to the Product or its box or its original packaging.

Emran Trading (M) Sdn. Bhd.
All rights reserved

Emran Trading (M) Sdn. Bhd.