Refund and Returns Policy

Refund and Returns Policy

1. General Policy

At ODEION BUILDERS SDN. BHD., we take pride in supplying high-quality construction materials that meet industry standards. Due to the nature of our products—often heavy, perishable, or sensitive to moisture and handling—returns and refunds are handled strictly on a case-by-case basis and primarily for defective, incorrect, or damaged items.

2. Eligibility for Returns

Returns may be considered only under the following conditions:

  • The item is unused, unopened, and in original packaging
  • The product is found to be defective upon delivery
  • The wrong item or quantity was delivered due to our error
  • Notification is made within 48 hours of delivery

3. Non-Returnable Items

The following items are strictly non-returnable and non-refundable:

  • Opened bags of cement, mortar, sand, or aggregates
  • Custom mixed or made-to-order products (e.g. pre-mixed concrete)
  • Products exposed to weather, moisture, or improper storage after delivery
  • Items clearly labeled “final sale”, “non-refundable”, or sold under clearance terms
  • Any product used in part or fully at a construction site
  • Products returned without valid proof of purchase or invoice

4. Return Process

To initiate a return request, please contact us within 48 hours of receiving your item. Provide the following:

  • Full name and invoice/order number
  • Photos or videos of the product condition and packaging
  • Description of the issue or discrepancy

Once approved, returned items must be sent back to us within 3 business days using a trackable delivery method. Return shipping costs are the buyer’s responsibility unless otherwise stated.

5. Inspection and Approval

Upon receiving the returned goods, our team will inspect them within 3–5 business days. Based on the findings, we may:

  • Approve a full or partial refund
  • Offer store credit for future orders
  • Arrange a replacement or redelivery of correct items

Refunds (if applicable) will be processed via bank transfer or the original payment method.

6. Defective or Damaged Items

If your items arrive damaged, short, or incorrect:

  • Contact us within 48 hours of delivery
  • Include order number, supporting images, and description
  • We will verify the issue and may:
    • Resend missing or correct items
    • Issue a credit note or refund
    • Replace damaged goods, where applicable

We do not take responsibility for any item that is damaged due to site handling, misapplication, or improper storage after delivery.

7. Warranty Claims

Most standard building materials do not carry warranties. However, certain branded or factory-produced items (e.g. pre-packaged cement, waterproofing compounds) may come with manufacturer warranties. For such items:

  • Contact us with proof of purchase
  • We will assist in facilitating warranty claims
  • Processing time and warranty coverage vary by product and brand

8. Exchanges

We do not provide direct product exchanges. If a product is incorrect or defective, you may follow the return process and place a new order for the required item.

9. Contact Us

If you have questions regarding a return, damaged delivery, or warranty:
📧 Email: odeion172@gmail.com
📞 Phone: 012-656 6208
🏢 Address: No. 8A (Level 1), Jalan Wan Kadir 1, Taman Tun Dr Ismail, 60000 Kuala Lumpur