Payment — Shipping — Returns — Complaints — Warranty Policy

(Applicable to the website Tools & Hardware (my.oenstore.com) — NB MAX LUXURY SDN. BHD.)

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1. General Overview

• The website Tools & Hardware (my.oenstore.com) is the official e-commerce channel owned and operated by NB MAX LUXURY SDN. BHD.

• By visiting the website, registering an account, or placing an order on the website, the customer indicates that they have read, understood, and accepted all contents of this policy.

• The purpose of this policy is to:

Ensure transparency in online sales and transactions.

Protect the legal rights of NB MAX LUXURY SDN. BHD..

Minimize the risks arising during transactions and shipping.

• Customers are responsible for checking for updates regularly, as NB MAX LUXURY SDN. BHD. reserves the right to change the content of this policy at any time without notice.

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2. Payment Methods

• Customers may choose one of the following payment methods:

o Pay directly in-store.

Bank transfer.

o Pay via electronic payment gateway, credit/debit card, PayPal, or Stripe (if integrated).

• Orders will only be processed and shipped after Tools & Hardware confirms receipt of full payment from the customer.

• Orders will be automatically cancelled if the transaction is pending, rejected, or encounters a system error with the bank/payment gateway, and Tools & Hardware will not be held liable.

3. Payment Deadline

• All payments must be made within 24 hours of placing the order.

• Orders will be cancelled without notice if payment is not completed within the specified period.

4. Customer Responsibility for Providing Information

• Customers are responsible for providing complete and accurate personal information, including: name, shipping address, phone number, and contact email address.

• If incorrect or incomplete information leads to delivery failure:

o  Tools & Hardware will not provide a refund under any circumstances.

If the customer still wishes to receive the goods → any additional shipping costs will be borne by the customer.

• The customer is fully responsible for the accuracy and timeliness of the information provided.

5. Shipping Policy

• Delivery time and costs will be clearly displayed when placing an order.

• Tools & Hardware (my.oenstore.com) reserves the right to split orders into multiple shipments if products come from different warehouses.

• Any additional shipping costs (if any) incurred due to order splitting or multiple shipments will be communicated to the customer and borne by the customer.

• Tools & Hardware (my.oenstore.com) is not liable for delivery delays caused by force majeure events such as natural disasters, epidemics, fires, wars, technical malfunctions beyond its control, or changes in the shipping policies of its logistics partners.

• Customers must inspect the goods immediately upon receipt to ensure they are accurate and complete.

6. Order Cancellation Policy

• Customers may cancel an order before it is delivered to the carrier. However, if payment has already been made, the payment will not be refunded.

• Once an order is shipped, the customer has no right to cancel the order or request a refund. If the customer refuses to accept the goods, it will be considered an invalid cancellation, and the payment will not be refunded.

7. Complaints and Order Confirmation

• Customers must inspect the product immediately upon receipt.

• If any issues are found, such as incorrect product, incorrect size, missing items, or damage during transportation, the customer must notifyTools & Hardware (my.oenstore.com) within 24 hours of receiving the goods.

• If no response is received within 24 hours of receiving the order, the order will be considered successfully completed. The customer will waive any right to complain about the condition of the delivered product and will not be entitled to a refund or exchange.

• When filing a complaint, the customer must provide valid evidence (photos, unboxing videos) to support their claim.

8. Return and Exchange Policy

• The return and exchange policy applies only to products with manufacturing defects or production malfunctions.

• Return and exchange period: 7 days from the date of receipt.

• Conditions: The product must retain its original labels and tags, be unused and unwashed, and be accompanied by a complete invoice/documentation.

• Not applicable to returns/exchanges:

o Promotional or discounted products.

o Product damage caused by customer misuse or external impact.

• All shipping costs for returns/exchanges are borne by the customer.

9. Refund Policy

• General Principle: Tools & Hardware (my.oenstore.com) does not offer refunds to customers.

• Exceptions: Refunds will only be issued if Tools & Hardware (my.oenstore.com) is unable to deliver due to stock shortages or business closures.

• Refund Method and Processing Time: Refunds will be processed through the original payment method.

Processing time is 7-10 business days.

o Tools & Hardware (my.oenstore.com) is not responsible for delays caused by banks or payment gateways.

10. Warranty Policy

• Tools & Hardware (my.oenstore.com) products offer a 7-day warranty against manufacturing defects such as damage to stitching, zippers, and accessories.

• Warranty coverage does not include: natural wear and tear, improper washing, impact, external damage, or customer-initiated repairs/modifications.

11. International Payment and Foreign Exchange Policy

• If the customer pays in foreign currency, the issuing bank or payment gateway will automatically convert it to Vietnamese Dong based on the exchange rate at the time of the transaction.

• Currency exchange fees, international transaction fees, and bank charges are borne by the customer.

12. Payment Security and Protection Policy

• The website Tools & Hardware (my.oenstore.com) is protected using SSL encryption and international security measures.

• For international credit/debit card payments, all transactions must be authenticated via 3D Secure (3DS).

• Once a transaction is successfully verified via 3DS, the cardholder assumes full responsibility for the validity of the transaction. Tools & Hardware (my.oenstore.com) is not liable if the cardholder discloses information, shares a one-time PIN, or the transaction was not made by the cardholder.

• Customers are responsible for protecting their bank card information, one-time PIN, 3DS verification code, and personal devices.

13. Anti-Fraud and Anti-Money Laundering Policy

• Tools & Hardware (my.oenstore.com) reserves the right to detain or cancel orders based on any suspicious activity, such as unauthorized credit card use, money laundering, misuse of promotions, or other fraudulent activities.

• Any suspicious cases will be reported to the issuing bank and relevant authorities for appropriate handling.

14. Data Retention Policy

• Tools & Hardware (my.oenstore.com) will retain order and transaction information for at least one year, or longer as required by Malaysian law.

•Tools & Hardware (my.oenstore.com) will provide data in accordance with the law should a competent authority request it.

15. Policy for International Customers

• All purchases made on Tools & Hardware (my.oenstore.com) are governed by Malaysian law, regardless of the customer’s nationality or place of residence.

• Any disputes will be resolved by a court of competent jurisdiction in Malaysia.

• The official language of this terminology is English. Translations in other languages (if any) are for reference only.

16. Refusal Policy

• If a customer refuses to accept the goods without a valid reason, the order will be considered invalid and cancelled.

• The customer will forfeit all payments made.

• If the customer later still wants the goods, all additional shipping costs incurred will be charged.

17. Notification and Contact Policy

• All official notifications, confirmations, or contact information from Tools & Hardware (my.oenstore.com) will be sent via:

o The customer’s registered email address.

o The phone number provided by the customer via SMS or telephone.

• The customer must check and respond promptly. Failure to respond constitutes acceptance of the notification.

18. Tax Policy

• Prices displayed on the website are final prices and include the following:

o Taxes payable in accordance with the law.

o Credit card processing fees and transaction fees.

o Shipping costs (if any).

• Customers are not required to pay any additional fees beyond those listed at the time of ordering.

19. Ownership Transfer Policy

• Ownership of the goods is officially transferred to the customer only after Tools & Hardware (my.oenstore.com) has received full payment.

• Once ownership is transferred, the goods belong to the customer, and the order is non-refundable.

20. Purchase Limits and Transaction Refusal Policy

• Tools & Hardware (my.oenstore.com) reserves the right to refuse or limit the quantity of products in an order for the following reasons:

o Detection of resale or speculative purchases.

o The customer has a history of order cancellations, dishonest disputes, or fraud.

• Tools & Hardware (my.oenstore.com)‘s decision in such cases is final and effective immediately.

21. Force Majeure Policy

• Tools & Hardware (my.oenstore.com) is not liable for any loss or delay in performance caused by force majeure events (e.g., natural disasters, epidemics, fires, war, strikes, telecommunications infrastructure failures, third-party system errors, etc.).

• In such cases, Tools & Hardware (my.oenstore.com) may postpone, suspend, or cancel orders without providing any compensation to the customer.

22. Limitation and Exclusion of Liability

• In no event shall Tools & Hardware (my.oenstore.com) be liable for any loss exceeding the amount paid by the customer.

• Tools & Hardware (my.oenstore.com) shall not be liable for:

o Bank/payment gateway errors.

o Shipping accidents beyond its control.

Indirect losses or loss of profits.

o Errors caused by information provided by the customer.

23. Validity and Policy Changes

• This policy is effective from the date of its publication on the website.

• Tools & Hardware (my.oenstore.com) reserves the right to change or adjust this policy at any time without notice.

• If this policy conflicts with any other website’s policy, this policy shall prevail.

• If any provision is invalid due to law, the remaining provisions shall remain in full force and effect.

24. Company Information and Contact Details

• Legal Name: NB MAX LUXURY SDN. BHD.

• Business Registration Number: 202501025357 (1626770A)

• Headquarters Address: 6-1 JALAN SOLARIS 2 SOLARIS MONT KIARA 50480 KUALA LUMPUR W.P. KUALA LUMPUR MALAYSIA

• Official Contact Email: support@my.oenstore.com

• Customer Service Hotline: 0169312867

25. Authentication and Anti-Fraud Policy

• For security purposes, all transactions on Tools & Hardware (my.oenstore.com) may require authentication via 3-D Secure or OTP. We reserve the right to suspend or cancel suspicious transactions for further verification. If fraudulent activity is detected (e.g., card theft, false chargebacks), Tools & Hardware (my.oenstore.com) reserves the right to refuse processing or refund and will report it to the relevant authorities.

26. Refund and Return Requests

• Tools & Hardware (my.oenstore.com) only supports refund requests due to manufacturer defects, incorrect shipments, or system processing errors. All refund requests must be sent via email to Tools & Hardware (my.oenstore.com) within 3 business days of receiving the goods. Orders that have been correctly delivered, discounted items, or promotional items are not eligible for refunds. Once a refund request is approved, it will be processed within 7-15 business days.

27. Transaction Cancellation Policy

• If an order has not yet been processed or delivered to the carrier, customers can request cancellation within 30 minutes of placing the order. Cancellation requests will no longer be accepted once the order status changes to “Shipping”.

28. International Payments and Currencies

• Product prices are displayed in Malaysian Ringgit (MYR). For international transactions, the customer’s issuing bank may charge additional currency conversion fees or international transaction fees. Tools & Hardware (my.oenstore.com) is not responsible for these fees. All payments are settled at the exchange rate at the time of the transaction.

29. Card Data Security and PCI DSS Standard

• Tools & Hardware (my.oenstore.com) promises not to store customers’ bank card information. All payment data is securely processed through PCI DSS certified partners and uses encryption/tokenization technology to ensure the absolute security of customers.

30. International Shipping and Delivery

International customers are responsible for additional costs such as transfer fees, bank intermediary fees, or import duties, depending on the regulations of their country/region. Tools & Hardware (my.oenstore.com) is not responsible for customs duties or import duties in the customer’s country/region.

31. Responsibility for Providing Shipping Information

• When placing an order with Tools & Hardware (my.oenstore.com), customers must provide complete and accurate shipping information, including name, phone number, address, and any necessary remarks.

• Tools & Hardware (my.oenstore.com) is not responsible for delivery failures or incorrect delivery addresses caused by incorrect, incomplete, or unclear information provided by the customer.

• If goods are returned due to inability to contact the customer or an incorrect address, the customer will bear the resulting shipping costs (including any re-delivery fees).

• For prepaid orders, if delivery fails due to information provided by the customer, Tools & Hardware (my.oenstore.com) will hold the order for 7 days from the date of delivery failure. After this period, the order will be cancelled and non-refundable.

32. Complaint Handling and Contact Information

For all payment-related complaints or inquiries, please email support@my.oenstore.com or call 0169312867. 

Tools & Hardware (my.oenstore.com) will respond within 3 business days of receiving your complaint. Any disputes will be resolved in accordance with Malaysian law.