Policy Overview
Purchases from BEYOND GREEN TRADING SDN. BHD. are generally treated as final. Products cannot be returned, exchanged or refunded because of a change of mind, personal preference or an incorrect selection made by the customer.
An exception may only be considered when the order satisfies one of the qualifying conditions and all evidence requirements stated below.
1. Qualifying Conditions
A return, refund or exchange request may be submitted if:
- The merchant sent an incorrect item, model, size, colour or variation.
- The received item does not match the specifications, description, features, functions or information advertised on the website.
- The product was spoiled, damaged or defective upon delivery.
- The order exceeded the delivery timeline stated in the Company’s Shipping Policy.
All claims remain subject to inspection and verification by BEYOND GREEN TRADING SDN. BHD.
2. Customer Selection
Before submitting an order, customers should check the available:
- Product dimensions and capacity.
- Electrical and voltage requirements.
- Model and selected variation.
- Materials, colours and quantities.
- Intended function and usage instructions.
- Available space for installation or storage.
A product will not normally qualify for a return, refund or exchange merely because it is unsuitable for the customer’s space or intended use when the relevant information was accurately displayed.
3. Inspection Upon Delivery
Customers must inspect the parcel immediately after receiving it and before disposing of any packaging.
Household appliances and electronic products should be checked and tested carefully before extended use. Cleaning tools, storage products and other household items should be inspected before assembly, installation or modification.
If an issue is discovered, the customer should stop using the product and retain:
- The original product packaging.
- Courier packaging and shipping label.
- Manuals, cables and included accessories.
- Protective materials and product labels.
- All components received with the order.
4. Electrical and Household Products
Products such as washing machines, air purifiers and digital thermometers should be operated according to their instructions and electrical requirements.
Damage caused by incorrect voltage, unsuitable connections, improper installation, water exposure, misuse, unauthorised repair or modification will not be regarded as a defect that existed upon delivery.
Household tools and storage products should not be forced, altered or assembled incorrectly. Normal wear and damage caused after delivery are not eligible reasons for a claim.
5. Evidence Required
Every return, refund or exchange request must include:
- A clear and continuous unboxing video showing the unopened parcel, visible shipping label, external packaging, internal packaging and every product received.
- A clear video showing the first use, operation, testing or assembly of the item, where applicable.
- Clear photographs showing the complete item and close-up views of any damage, defect, incorrect item or difference from the advertised information.
- The customer’s order number and a detailed explanation of the issue.
- Photographs showing the product label, model, serial information or measurements where relevant.
- Any additional photographs, videos or supporting documents requested by BEYOND GREEN TRADING SDN. BHD.
The unboxing video must begin before the parcel is opened. It must be recorded continuously without pauses, cuts, edited sections or missing portions.
Incomplete or unclear evidence may prevent the Company from verifying the condition of the product at the time of delivery.
6. Claim Deadline
The complete request must be emailed to be_greentrading@outlook.com within 24 hours of receiving the item.
The customer should submit all required videos, photographs, order information and supporting documents within this period.
Requests received after 24 hours will not be accepted. Claims submitted without the required unboxing video, first-use video where applicable or other requested evidence will also be rejected.
7. Assessment Process
BEYOND GREEN TRADING SDN. BHD. will review:
- The customer’s confirmed order.
- The product information advertised on the website.
- The condition shown in the unboxing evidence.
- The first-use or testing video, where applicable.
- Any additional supporting materials.
The submission of a request does not guarantee approval. Further evidence may be requested when necessary to determine the nature of the reported issue.
8. Approved Resolution
If a claim is verified and approved, the customer will receive written instructions concerning the available resolution. Depending on the circumstances, this may involve a return, replacement, exchange or refund.
Customers must not send any appliance, cleaning tool or household product back without prior written approval. Unauthorised returns may not be accepted.
This Policy is administered by BEYOND GREEN TRADING SDN. BHD., Registration No. 202301032518 (1526441-V). All related requests must be submitted to be_greentrading@outlook.com.