Return & Refund Policy
1. Purpose and Applicability
This Return & Refund Policy outlines the conditions under which returns, refunds, and product exchanges will be accepted by SOLID GREEN TECH SOLUTIONS SDN. BHD. (“SOLID”). This policy applies to all direct purchases made from SOLID and is binding upon all Clients (“Buyer”) upon confirmation of order.
2. Delivery Coverage
SOLID delivers to all states within Peninsular Malaysia, as well as Sabah and Sarawak, subject to specific terms and conditions including but not limited to shipping charges, delivery lead times, and product eligibility. Please contact our team for clarification prior to placing an order involving East Malaysia.
3. Strict Return Eligibility
Returns will only be entertained under the following strict conditions:
- The item received is defective, damaged during transport, or incorrect based on the official invoice and delivery order.
- A written request is submitted to support@solidsolutions.com.my within 48 hours from the time of delivery.
- The product is unused, unopened, not installed, and remains in original, undamaged packaging complete with labels, manuals, accessories, and certificates.
All return requests must be accompanied by:
- A copy of the Delivery Order (DO) and invoice;
- Clear photographic or video evidence;
- Description of the defect, issue, or error.
Failure to meet any of these conditions will result in the rejection of the return request.
4. Non-Returnable and Non-Refundable Items
The following items are strictly non-returnable and non-refundable:
- Special-order, colour-tinted, or customised products;
- Products that have been opened, installed, or altered;
- Items damaged due to improper storage, handling, or installation by the Buyer or third parties;
- Clearance, discounted, promotional, or sample items;
- Products returned after the stated 48-hour notification window;
- Goods shipped to Sabah/Sarawak damaged by third-party forwarders unless covered under additional shipping protection.
5. Return Process
If a return request is conditionally approved:
- The Buyer must return the product to SOLID’s return address within 5 business days from approval;
- The item must be securely packed to prevent damage during transit;
- All return shipping costs are to be borne by the Buyer, unless otherwise agreed in writing.
Return Address:
SOLID GREEN TECH SOLUTIONS SDN. BHD.
Lot 772 (10–14), Jalan Subang 4,
Kawasan Perindustrian Sg Penaga,
46720 Subang Jaya,
Selangor Darul Ehsan, Malaysia.
6. Inspection and Final Approval
- All returned items will undergo thorough inspection upon receipt.
- SOLID reserves the right to reject any return if the product is found to be used, altered, or does not match the claimed issue.
- Rejected items will be held for 7 calendar days for collection. If unclaimed, the Company reserves the right to dispose of the product without liability.
7. Refund Terms
If a return is approved:
- Refunds will be processed within 14 business days of successful inspection;
- Refunds will be made via the original payment method or issued as a Credit Note for account holders;
- Shipping fees, surcharges, and handling costs are strictly non-refundable, including East Malaysia surcharges unless proven to be SOLID’s error.
8. Exchanges
Product exchanges are allowed only for:
- Â Incorrect deliveries or packing errors made by SOLID;
- Subject to available stock and written confirmation;
- Any price difference and two-way shipping costs will be borne by the Buyer.
Exchanges will not be entertained for product preferences, wrong selection by Buyer, or custom orders.
9. Warranty and Limitation of Liability
For warranty claims, refer to our Product Warranty Terms & Conditions. SOLID’s liability for any accepted claim is limited to replacement of the item or refund of the invoice value, at our discretion.
Under no circumstances shall SOLID be liable for:
- Consequential losses, opportunity costs, or business disruption;
- Damage due to third-party transport (especially for Sabah/Sarawak deliveries unless insured);
- Incorrect installation or product misuse.
10. Contact Information
For returns, warranty claims, or further clarification, please contact:
SOLID GREEN TECH SOLUTIONS SDN. BHD.
Email: support@solidsolutions.com.my
Phone: 010-266 7136 / 03-8081 4777
Address: Lot 772 (10–14), Jalan Subang 4,
Kawasan Perindustrian Sg Penaga,
46720 Subang Jaya, Selangor Darul Ehsan
Office Hours: Monday – Friday, 9.00 AM – 6.00 PM
11. Policy Amendments
This policy may be revised at any time without prior notice. The latest version published on SOLID’s official website or issued in official correspondence shall take precedence.
