Security Policy

Please read the following Terms and Conditions (“Terms of Use & Service”, “Terms”) carefully which shall apply to all visitors, or users, or customers of this website. By using this Website, you agree to comply with the Terms, and to use this website only in a manner consistent with Terms of Use, as may be modified by us at any time. In the event of a violation of the Terms of Use, we reserve the right to seek all remedies available by law and inequity.

Your access to the service, or use of the service, is conditioned on your acceptance and compliance of the Terms. The Terms are applicable to all users, customers or consumers who is accessing or accessed the Services or Service.

1. Enquiry & Customer Service:
   1. Please contact us via our Hotline or Email
   2. We shall respond to your enquiry or feedback as soon as possible.
   3. We shall assist and resolve any issues and questions you may have on the ordering, delivery, products, quality or feedback to us.

2. Orders:

1. 1. Orders are accepted online only, using the eCommerce platform of ELY.

3. Payment:

1. 1. All Payments are done via the online payment gateway, service by 3rd party, in the eCommerce platform and subject to change.
   2. ELY is not responsible or liable to any party for any loss or damage including without limitation, direct, and indirect or consequential loss or damage, and/or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, the use of this payment gateway, website or any other hyperlinked websites. By continuing to use this Website you are deemed to have understood and agreed to the aforementioned disclaimer

4. Cancellation & Refund:

1. 1. Cancellation is not allowed, except when the order is not processed and not collected by the Courier Services company, or his agent. Otherwise, it will be subject to ELY’s discretion for the Cancellation, and the decision is deemed final.
   2. Refund due to the above cancellation, if any, will be done within 14 to 21 working days.
   3. Refunds shall be limited to the Purchase and Transaction value of goods only, excluding free gifts, courier charges, etc.

5. Returns & Refundable:

1. 1. All goods sold are not returnable and refundable.
   2. Except for goods that wrongly delivered, or come with manufacturers’ defects, upon verification, approval and confirmation from the ELY.
   3. Otherwise, no Return or Refund of goods will be allowed.

6. Delivery Conditions:

1. 1. All goods sold will be checked, packed and protected, and ready for shipment.
   2. Standard packaging and protection will be done on all goods sold.
   3. Otherwise, no Return or Refund of goods will be allowed.

7. Shipping & Delivery:

1. 1. All goods will be delivered and handled by the 3rd party commercial and professional delivery & courier company.
   2. ELY will always review and work closely with the Delivery & Courier company to ensure the goods delivered are in good condition, and with good delivery ethics, and code of conduct of the professional work.
   3. Customers may contact the Delivery Company, or check Online or via the App provided, to view the delivery status, or feedback or complaints related to the delivery.
   4. All comfirmed & paid orders will be shipped out from warehouse within 2 to 3 working days.
   5. Shipping duration for West Malaysia: Approx. 3 to 7 working days
   6. Shipping duration for East Malaysia: Approx. 7 to 15 working days

8. Damaged Item During Shipment:

1. 1. Please do not accept the goods, if visible damages are seen on the packaging or goods at the point of delivery.
   2. Please assist to take few pictures of the damages, and email the pictures to us at customer@ely.com.my, with the delivery date and time.
   3. We shall contact you to resolve the issues, and work with the delivery company on these issues.
   4. If needed, we shall send replacement items to you soonest possible, after verification, and confirmation with the delivery company, and completion of the investigation.

9. Warranty & Claim:

1. 1. Please write an email to us, for us to check the entitlement for Warranty Claim for the goods that you had purchased from us.
   2. Please take note that this is applicable only for Manufacturer’s defects, and does not include the normal wear & tear, abuse or accidental damages of the goods.
   3. Please assist to take few pictures or video footage of the damages, description of the problems and email us at customer@ely.com.my, with the Proof Of Purchase.
   4. We shall contact you to resolve the issues and work with the delivery company on these issues.