FAQsTerms of Payment
We only accept payment through Credit Card, Debit Card & Online Banking. Cash on Delivery is not accepted.
- Courier services/delivery available for Peninsula Malaysia only (Sabah & Sarawak delivery services currently not available). For large quantity deliveries outside of our coverage area, kindly contact our main office for further arrangement.
- Delivery lead time of 2-4 working days applied for all purchases.
- Orders will only be processed on weekdays from Monday - Friday before 3pm, excluding Public Holidays. For any orders placed after 3pm, the orders will be processed on the next working day.
- Standard shipping cost for Peninsula Malaysia as below:
|Product Pack Size|
|5 Litres and below||5-10 Litres||Above 10 Litres*|
|Cost||RM 10.00||RM 15.00||Contact our helpline for further arrangement|
|Insurance coverage (optional)||Based on the value of the total purchase, the cost of insurance coverage as quoted by our logistic provider may vary. We advice our customers to select this option during checkout if there you need insurance coverage.|
Cancellation of Orders
1. Can cancellation of an order be done?
Yes. However, we only accept cancellation if the order is not processed or sent for delivery. We advise you to confirm your cancellation in less than 24 hours after you place your order in order to allow us to make necessary arrangement.
2. How can I cancel my order?
You may cancel your order via:
- Contact us at our helpline number - 03-5162 8858 (9 AM - 8 PM).
- Send us an email at email@example.com
3. How long does it take to cancel an order?
We request your cooperation to confirm your cancellation within 24 hours after placing your order. Our team requires at least 24 hours for the necessary arrangement to be made with our technical team and logistic partners.
4. What are the criteria for cancellation of order?
- Incorrect or Incomplete information of customer's address
- Unavailability of products
- Wrong pack size/item/quantity selected. You may cancel the order and replace it with a new order.
We accept return within 3 days of delivery of the product. In the case of receiving a defective/damaged product, it is highly advisable to report to us within 48 hours after receiving the product. You are advised to take a picture of the defective/damaged product when you report to us.
1. How do I know if my order is eligible for return?
- We only accept return if it falls under the category stated below:
- The product received is incomplete (eg: shortage of quantity)
- Wrong delivery (eg: wrong item, wrong pack size)
- Change of mind: we do not accept any product return in the case of change of mind.
2. The product should be unused. The following requirement must be strictly followed:
- Product packing should remain intact
- Invoice should be available
- Sales/Promotional items are not accepted for return/replacement
- Any exchanges for products of higher prices will require additional payment to make up the price differential.
3. Do I have to return the free gift when I return a product?
Yes, the free gift has to be returned along with the originally delivered product.
4. Liability of Return Shipping Charges
In the scenario of an unforeseen error from our end (i.e - damaged, faulty or wrong item delivered), the shipping charges & administrative fees for refund incurred to product return will be responsible by House of Paints. House of Paints will not be responsible and liable for return shipping charges for any products returned as a result of change of mind after purchase.
1. When can I get my refund once the order has been returned?
Once the order has successfully passed the product inspection upon return, we will process your refund request in accordance to the payment mode chosen by you at the time of purchase:
- Credit/Debit Card– within 5 working days.
- If you have made the payment via Online Banking, you may need to provide us the following information via our email: firstname.lastname@example.org through your registered email address with us:
- Account number
- Account holder name
Upon receiving the information, your refund will be processed in 2 business days. You will be notified via email once your refund request has been processed. Kindly be advised that administrative fees of 5% of the total purchase will be incurred for every return.