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Return Policy

Last updated: 8 June 2026

At ATQ FULCURM SDN. BHD., we want you to be satisfied with your purchase of construction materials and related products. This Return Policy explains when returns, exchanges, and refunds may be accepted for orders placed through our website.

Please read this policy carefully before placing an order. By purchasing from us, you agree to the terms set out below.

1. General Principles

Due to the nature of construction materials — including variations in batch, weight, and handling requirements — not all products are eligible for return once dispatched or installed. We assess each return request fairly and in accordance with this policy and applicable Malaysian consumer protection laws.

2. Eligible Return Reasons

We may accept a return, exchange, or refund where:

  • Wrong item delivered: you received a product different from what was ordered.
  • Damaged on arrival: items arrived visibly damaged due to transit or handling (please report within 48 hours of delivery with photos).
  • Defective product: the item has a manufacturing defect and is unused or minimally inspected.
  • Missing items: part of your order was not delivered.
  • Significant discrepancy: the product received materially differs from the description on our website.

3. Non-Returnable Items

The following are generally not eligible for return unless required by law or proven defective:

  • Products that have been used, installed, cut, mixed, or altered.
  • Custom-ordered, made-to-order, or specially procured items.
  • Clearance or final-sale items marked as non-returnable at the time of purchase.
  • Products returned without original packaging, labels, or batch documentation where applicable.
  • Items damaged due to improper storage, handling, or installation after delivery.
  • Products purchased under promotional bundles where the free item has already been used or consumed.

4. Return Request Timeframe

To initiate a return, please contact us within:

  • 48 hours of delivery for transit damage, missing items, or wrong items delivered.
  • 7 calendar days of delivery for defective or materially incorrect products (unused and in resaleable condition).

Late requests may still be reviewed at our discretion but are not guaranteed acceptance.

5. How to Request a Return

Please contact our customer support team with the following details:

  1. Your order number and date of purchase.
  2. Product name and quantity to be returned.
  3. Reason for return with a clear description.
  4. Photos or videos showing the issue (required for damage or defect claims).

Contact us via:

Our team will review your request and respond with approval instructions, return address, or alternative resolution within 3–5 business days.

6. Return Condition & Packaging

Approved returns must meet the following conditions:

  • Products are unused, uninstalled, and in original resaleable condition.
  • Original packaging, seals, and documentation are included where applicable.
  • Items are securely packed to prevent further damage in transit.

We reserve the right to reject returns that do not meet these conditions or to issue a partial refund reflecting diminished value.

7. Return Shipping Costs

Situation Who Pays Return Shipping
Wrong item, defective, or damaged on arrival (our error) ATQ FULCURM
Change of mind / ordered incorrect quantity or specification Customer
Approved exchange for equivalent product As agreed per case

Return shipping arrangements must be approved by us before you send items back. Unauthorised returns may not be accepted.

8. Refunds

Once we receive and inspect the returned item, we will notify you of the outcome. Approved refunds will be processed as follows:

  • Card payments: refunded to the original payment method within 7–14 business days, subject to your bank or payment provider processing times.
  • Cash on Delivery orders: refunded via bank transfer to your nominated Malaysian bank account.
  • Partial refunds: may apply where products are returned in non-original condition or where only part of an order is approved for refund.

Original shipping fees are non-refundable unless the return is due to our error. Promotional discounts applied at checkout may be recalculated when issuing refunds for partial returns.

9. Exchanges

Where an exchange is requested and stock is available, we will arrange delivery of the replacement product. If the replacement item is of higher value, you will be asked to pay the difference. If it is of lower value, we will refund the difference in accordance with Section 8.

10. Cancellations

You may request order cancellation before the order has been dispatched. Once an order is packed or handed to our courier, cancellation may not be possible and our standard return process will apply.

For COD orders, repeated cancellations or refusals at delivery may result in restrictions on future COD eligibility.

11. Large & Bulky Orders

For heavy or bulk construction materials, additional inspection or collection arrangements may apply. Our team will advise you on the appropriate process when you submit your return request.

12. Contact Us

For return, exchange, or refund enquiries, please reach out to:

ATQ FULCURM SDN. BHD.
LG0702, Platinum Arena, Jalan Klang Lama,
Taman Sri Sentosa, 58000 Kuala Lumpur, W.P. Kuala Lumpur, Malaysia
Email: atqfulcurm@gmail.com
WhatsApp: +60 11-3788 5369

Last updated: 10 Jun 2026

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