Return & Refund Policy

This policy explains when you may return a product bought from sales-mieco.com and how refunds are handled. It forms part of our Terms & Conditions and does not affect your statutory rights under Malaysian law.

When a return is accepted

We accept returns where the product arrives damaged. Because every sheet is cut and packed to order, we are not able to accept returns for change of mind, incorrect selection, or because a colour looks different to what you expected on screen.

Returns are accepted for

• Product damaged in transit (cracked, creased, torn, water-damaged or similar)
• Product with a manufacturing defect
• The wrong product or wrong colour code supplied by us

Returns are not accepted for

• Change of mind, or ordering the wrong colour or quantity
• Minor variation in colour, shade, gloss or texture between the product and images on this website, printed catalogues or physical samples (see Colour variation below)
• Products that have been cut, trimmed, laminated, bonded, installed or otherwise altered
• Damage caused after delivery, including damage caused by incorrect storage, handling or installation
• Claims reported more than 7 days after delivery

Time limit

You must report the damage to us within 7 days of the delivery date. Claims received after 7 days cannot be accepted.

How to make a claim

1. Email cs.enquiry@mieco.com.my within 7 days of delivery.
2. Include your order number, the product name and colour code, and a short description of the problem.
3. Attach clear photographs of the damage. Please include: a photo of the damaged area close up, a photo of the whole sheet, and a photo of the outer carton and shipping label. We cannot assess a claim without photographs.
4. Keep the product and its original packaging until the claim is resolved.

Assessment

We will review your photographs and respond with an outcome. We may ask for additional photographs or, in some cases, ask you to return the product so it can be inspected. Please do not send anything back before we have confirmed the return in writing.

Return postage

Where a claim is approved, MIECO pays the return postage. We will arrange collection or provide return instructions — please do not arrange your own courier, as we cannot reimburse unauthorised postage costs.

Replacement or refund

For an approved claim, we will either send a replacement sheet or issue a refund, as agreed with you.

• Refunds are made to the original payment method. We cannot refund to a different card, account or person.
• Refunds are processed within 1 month of the claim being approved. Depending on your bank or card issuer, it may take several additional working days for the money to appear in your account.
• An approved refund is for the full amount paid for the affected item, including the East Malaysia delivery charge where one was paid.

Colour variation

HPL is a manufactured decorative surface and some variation is normal. Colours and textures shown on this website are reproduced on a screen and will not match the physical product exactly — screen settings, lighting and device calibration all affect how a colour appears. Minor variation can also occur between production batches.

If an exact colour match matters for your project, we strongly recommend requesting a physical sample before ordering, and ordering all sheets for a single project at the same time. Colour variation of this kind is not a defect and is not grounds for return.

Cancelling an order

If you need to cancel, contact us as soon as possible at cs.enquiry@mieco.com.my. We can usually cancel an order that has not yet been dispatched and refund it in full. Once an order has been collected by the courier it cannot be cancelled.

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