1. Policy Overview

By accessing and using our website, you acknowledge and agree to comply with our Terms and Conditions. This acceptance is essential to ensure a secure and efficient experience, as it outlines your responsibilities and our commitments regarding the use of our website, products, and services.

2. Return Eligibility

However, we only accept returns when customers meet all of the following conditions:

1. Our Quality Control Department confirms that the defect resulted from our manufacturing process.
2. The customer reports the defect within 7 calendar days from the delivery date.
3. The customer provides valid supporting documents, including:
   • Clear photographs or videos showing the defect
   • Delivery Order (DO) or Invoice reference
   • Batch or lot number, if applicable
4. The customer must not modify, improperly install, alter, misuse, or damage the product during handling, storage, or transportation after delivery.

In addition, we do NOT accept returns for:

• Change of mind
• Incorrect orders placed by the customer
• Over-ordering
• Improper installation
• Normal wear and tear
• Damage caused by third parties
• Minor cosmetic variations that do not affect product functionality
• Custom-made or project-based fabrication items

3. Exchange Policy

Similarly, we do not accept product exchanges unless the required conditions are fully satisfied.

• First, our Quality Control Department verifies that the item has a manufacturing defect; and
• Second, our Quality Control Department formally reviews and approves the claim.

In addition, we do not accept exchanges for specification mismatches, sizing errors, or changes in project requirements.

4. Inspection & Verification Process

All return or exchange requests are subject to:

• Internal technical evaluation
• Quality Control inspection
• Root cause assessment

TMEH reserves the right to:

• Reject any claim that does not meet the required criteria
• Request the item to be returned for physical inspection before approval
• Conduct site verification if necessary (charges may apply)

Approval is strictly at the discretion of TMEH Management.

5. Approved Claims

Therefore, if TMEH approves a claim, we may, at our sole discretion, take the appropriate corrective action.

• Repair the defective product; OR
• Replace the defective unit; OR
• Provide partial credit equivalent to the defective portion only

Nevertheless, we will not provide cash refunds unless both parties agree otherwise in writing.

6. Limitation of Liability

TMEH shall not be liable for:

• Indirect or consequential losses
• Project delays
• Labour costs
• Installation or dismantling costs
• Third-party damages
  
  Our liability is strictly limited to the product value invoiced.

7. Claim Submission Procedure

All claims must be submitted in writing to:
Email: [insert company email]
Subject Title: Return/Defect Claim – Invoice No. XXXXX
Incomplete submissions will not be processed.

8. Final Authority

TMEH Group of Companies reserves the right to amend this policy without prior notice.
*All decisions made by TMEH Management regarding return and exchange claims shall be final.