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RETURN / REFUND / SHIPPING POLICY

We are reasonable people and if you buy something from us that doesn’t work out, we want you to return it to us. Nevertheless, we aren’t Lazada, so please don’t take this as an invitation to order things “for trial.” When we receive an order, we assume you want to buy the product, not try it.

If you are not satisfied with the product we will take the unused product back and promptly refund 90% of your purchase price. The customer is responsible for return shipping expenses. The 10% restocking fee is necessary to help defray our shipping and handling expenses.

This fee will be applied to ALL RETURNS unless it falls under one of the following exceptions:

  • The carrier damaged the product in shipping.*

  • We sent you a product other than the one you ordered.

  • You received a faulty or defective product.

* Please contact us immediately if you receive a damaged package and please keep the shipping materials on hand. The carrier may need to inspect them during pickup.

The list of items may not be returned under the following circumstances:

  • Used (wet) filter cartridges.

  • Chlorine pellets.

  • Filter media that has been opened.

  • The whole house reverses osmosis units and accessories.

  • Special-ordered parts (including ledge faucets and filter valve parts).

Certain large products like backwashing filters, dry pellet chlorinators, and water softeners cannot be returned if they have been used. If unused and in the manufacturer’s original packaging, they may be returned at the customer’s expense within thirty days of receipt, but a restocking fee of 30% will apply.

We make no specific claims as to the effectiveness of the health benefits of any products we sell. Local water quality, chemistry, and conditions vary dramatically from location to location. Since many of our products are intended for the correction of extremely challenging water conditions, we cannot accept responsibility for the purchase of inappropriate, undersized, or oversized equipment. Please call and we’ll help with selection if you’re not sure what you need. Our recommendation is not a guarantee of performance. We do our best, but we make mistakes, and many water treatment issues are a matter of trial and error even for on-site experts.

Leaks

Minor leaks are not a cause for a full refund. Many of our products require some assembly, and due to basic shipping constraints, we are unable to pressure test all products that we ship. We can’t, therefore, promise a leak-free product. We try our best, but because of the nature of water-based appliances, leaks are sometimes an unforeseeable occurrence. If you have a small leak, please contact us immediately and we will try to resolve the issue with minimal cost and effort on your part. Most leaks are fixed simply by checking & tightening fittings, re-lubricating seals, or applying Teflon tape to a fitting.

If a leak occurs because of damage in shipping or a defective part, call and we’ll replace the product or defective part at once.

Return Procedure

Before returning a product please call 1300-88-1313 or email our return department to set up your return request.

Any returns made without contacting our return department will not be credited to your account. Return requests must be made within 30 days from the date of receipt of the product. Return requests after 30 days will not be honored or will be subject to additional restocking fees. Return requests made after 30 days from the date of receipt are granted solely at our discretion.

Refusing Shipment

If you wish to return an order by refusing shipment from the carrier on delivery, you should still contact us for return authorization prior to our receipt of the refused package. Refused shipments without an authorized return will not be credited or refunded.

Out Of Klang Valley orders

We do not accept returns on Out of Klang Valley orders. If you have received an incorrect or damaged product we will do our best to resolve the situation, but returns and refunds on foreign orders are given only in exceptional situations.

Shipping and Delivery Times

It is our goal to process all orders within three (3) business days of receipt. Orders are processed and shipped during regular business hours ( Monday through Friday from 8:00 am – 6:00 pm). If your order is placed on a weekend or holiday, your order will be processed and shipped the following business day. All orders placed after 2:00 pm on a regular business day will be processed and shipped the following business day. All orders are subject to availability.

All orders are shipped via Jantzen Delivery Team unless otherwise specified by the customer. Due to the size of our products, we cannot deliver any orders to P.O. boxes. Please always provide a physical address to ensure delivery. Depending on the destination, please allow 3-7 business days for shipping.

Out Of Klang Valley Shipping

Shipping charges for Out of Klang Valley orders vary greatly. Please send us an e-mail at hello@jantzen.com.my with the item(s) that you are interested in buying, your full address, and the destination location. We will respond within three (3) business days with estimated shipping and handling charges. We will be happy to answer any questions that you have, so please let us know how we can help you. We cannot guarantee out of Klang Valley shipments. Any delays in time, damages, or lost packages will have to be handled directly with the shipping carrier by the customer. You may be charged customs or import fees from the destination state prior to delivery. These charges are from the customs department of the country and are not the responsibility of Jantzen. In some cases, additional shipping charges may apply after your order is shipped.

Breakage

At Jantzen, we strive to make your buying experience with us as easy as possible. We have worked to perfect our packaging and make our items as secure as possible using ground shipping guidelines. However, if the items that are contaminated,  spoil, or leaking due to production defect. We will collect the item back for sample checking before making any replacement. If you receive a damaged item, please contact us within seven (7) business days of receipt of your order, we will provide you detailed return information and make sure everything goes smoothly. Defective items should be kept in the carton box and returned within the warranty period for refund or exchange. Claims of a later date will not be honored. A replacement for the contaminated item(s) will be issued.

Cancellations

If you were would like to cancel an order, please contact us within 24 hours of business days of receipt of your order. Claims of later hours will not be honored. 

Undeliverable Shipments

Most shipping carriers make three attempts to deliver a package. Unless requested by the customer, our packages do not require a signature for delivery. It is generally up to the delivery driver’s discretion to determine whether a signature is required. If the driver feels it is best to obtain a signature and no one is present to accept the delivery after three attempts, the package will be returned to us. In this case, we would rearrange another delivery time with the customer.

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