GENERAL FAQ

FAQ

1. Shipping & Return Policy 

 

a) Verifying your order:

 

Each customer is responsible to check the order confirmation for correctness. Once you placed the order you are responsible to contact us within 3 hours of placing the order to make any changes. After 3 hours the order is in processing mode and changes to orders cannot be guaranteed.

 

b) Order Processing:

 

Material is mostly packed in cartons for easy handling. These cartons are stack together on a pallet and strapped for transport.  We pay special attention to corner protection and wrapping to ensure your product arrives safely. 

c) Shipment and Delivery:

 

The delivery address indicated in order confirmation is the final destination of delivery. Any changes of delivery destination shall subject to additional charges.

The order confirmation reference will be used for all correspondences of the order. Our appointed personnel will call you two days in advance on the delivery arrangement. Should there be unavailable of stock, we will inform you within two days. Please be noted that delivery normally takes 4 to 10 business days if stocks are available. Otherwise, we would require additional 14 days should there be insufficient of stock or you may choose to cancel the entire order and we will refund to you accordingly.

Please make sure you can keep you Delivery Appointment. If you miss your appointment the Transporter will charge an additional fee which could be up to RM300.

 

d) Delivery Inspection:

  1. Inspect each carton for outside damage. If cartons show torn cardboard or distressed edges this is a good indication for damage.

  2. Check your Delivery Order (DO) for correctness and count all material received to make sure all is there.

  3. Note all issues (damages) on the DO and be as specific as possible.

  4. Sign DO and receive all material including damaged material

  5. Once unloaded, we recommend storing the flooring in the location where it is to be installed. This will allow the flooring to acclimate and be ready for install.

  6. In case of damage please contact us after delivery for replacement of damaged cartons.

 

We will replace the damaged product for you and file a claim with the transporter ONLY if you note damaged on the delivery slip (DO). Without the notation we lose the ability for file a freight claim and are not able to provide replacement material at no cost to you.

 

e) Return Policy:

 

You can change your order within 3 hours of placing it. After 3 hours the order is in processing mode and changes to orders cannot be guaranteed.

2. Warehouse Pick Up Policy 

*Please Contact Customer Service at 03-6140 5852 or care@robinaflooring.com.my to schedule a pick up time. (Your order might not be ready for pick up if no schedule is made.)

 

3. Pick up Location:

We have total 10 pick up locations in West Malaysia. Kindly choose your preferable pick up location on your order confirmation.

 

4.  Pick Up Information

 

We are happy to provide assistance with the loading and unloading of your merchandise. Any damage to vehicle(s) incurred while assisting with the loading/unloading of equipment, or during equipment transport will be the customers responsibility.

Merchandise that is picked up will be in cartons and require assembly. Please be sure that the size of your vehicle will accommodate the size and weight of the merchandise to be picked up. We are not responsible for loading and tie-down of merchandise or the safe transportation of merchandise to your home. Damage that occurs during loading or transit is not covered under the warranty.

 

5. Customer Responsibilities

 

The customer is responsible for the accuracy of the order, so be sure to read through the order details and check the product numbers, and quantities. The product is packaged in cartons to be easily carried and transported usually weighing 30-45kg each.

PLEASE NOTE: At the time you pick up your order, you MUST check for damages and/or missing items, and note that accordingly on the paperwork. It's a good idea to have a copy of your invoice with you, so you can verify you received all of the items ordered. If you ordered more than one flooring accessories, please open the tube or carton to make sure all of the profiles are present and undamaged before signing. If you do not check the materials yourself, please make certain that the person signing for them checks for damaged or missing items.  We take care to package all products for shipping with protection in mind to prevent damages.  We cannot be held responsible for any damages or shortages that occur after the product leaves our possession. Before picking up your merchandise please feel free to contact our Customer Service Team by phone 603-6140 5852 or email to care@robinaflooring.com.my

Returns & Replacements

 

Robina Floors is convinced you will love the value and quality of the flooring you will receive. But if for any reason you are not satisfied with your order confirmation, you may change your mind by giving us a call within 3 hours. Any changes after 3 hours will only consider if you upgrade the quantity or the thickness of the product and we will request you to bank in the difference amount before the changes are affected.

 

Payment & Pricing

 

We accept Payment by all Major Credit and Debit Cards: MasterCard and Visa. We use ipay88 as our as our payment portal.

At Robina Floors we aim to provide you with high quality flooring and product knowledge at the best price possible. We are proud to say that because of our revolutionary business model and streamlined processes, from purchase to installation, we believe we are the best value to quality flooring site on the web. Our experienced team is constantly looking for new ways to improve your shopping experience to achieve and even better value for you. Since we are buying bulk direct from the factories, we are able to offer our customers the cheapest price on high quality floors.  All our prices are direct from the factory to your home, eliminating all the middle men.

 

6. Privacy Policy

 

Robina Privacy Policy

At Robina, we are committed to protecting your privacy. We use information we collect from you to process orders and to provide a more personalized shopping experience. We do not sell, trade, or rent your personal information to outside parties.

What information do we collect? How do we use it?    

  • When you order, we need to know your name, e-mail address, mailing address, shipping address, and payment information like your credit account number and expiration date. This allows us to process and fulfill your order and to notify you of your order status.

  • We personalize your shopping experience by using your purchases to shape our recommendations about the merchandise that might be of interest to you. We also monitor customer traffic patterns and site usage to help us develop the design and layout of the website.

  • We may also use the information we collect to occasionally notify you about important functionality changes to the web site, new Robina  services, and special offers we think you'll find valuable. If you would rather not receive this information, visit My Account to change your preferences. Make sure to change your preferences for each account or e-mail address you have registered.

 

Will Robina disclose the information it collects to outside parties?

Robina does not sell, trade, or rent your personal information to outside parties. We do share some customer information with our trusted partners for transactions that begin at a partner site. These are trusted parties who will not sell your information to outside sources.

Also, Robina may provide aggregate statistics about our customers, sales, traffic patterns, and related site information to reputable third-party vendors, but these statistics will include no personally identifying information.

 

In summary:

We are committed to protecting your privacy. We use the information we collect on the site to make shopping at Robina possible and to enhance your overall shopping experience. We do not sell, trade, or rent your personal information to others. We may choose to do so in the future with trustworthy third parties, but you can tell us not to by sending a blank e-mail message to care@robinaflooring.com.my. If you never want to receive any announcements or special offers from us, visit My Account to change your preferences. Remember to change your preferences for each of the e-mail accounts you have given us.

Your consent: By using our web site, you give consent to the collection and use of this information by Robina If we decide to change our privacy policy, we will post those changes on this page so that you are always aware of what information we collect, how we use it, and under what circumstances we disclose it.

 

7. Terms of Sale

 

Terms and Conditions 

At robinaflooring.com.my  we are committed to providing exceptional Customer Service.

What can we do for you today?

E-mail us care@robinaflooring.com.my

Call us  603-6140 5852 

8. General Product Terms & Conditions

In order to maintain the quality and performance of our products, you are obligated to keep the indoor conditions at a relative humidity near 35% and 65% at a temperature between 23-36°C. You are aware that temperature and moisture conditions may adversely affect wood products and therefore you expressly agree that robinaflooring com.my shall not be responsible for any expansion, shrinkage, cupping, buckling or other reaction of wood to water damage, moisture, humidity, or dryness without regard to the size, grade of material. robinaflooring com.my is not responsible for any type of insect infestation.

 

9. Force Majeure

 

Delays caused by fires, floods, strikes, labor disputes, accidents, sickness, acts of God or other causes beyond reasonable control of robinaflooring.com.my, shall excuse or extend the time for performance of the contract. Any and all deliveries so suspended shall, at robinaflooring.com.my option, be made after such an event has ceased to exist. In the event robinaflooring.com.my chooses not to resume delivery or service after such event has ceased to exist, you shall be entitled to a refund for products or services of monies paid to robinaflooring.com.my for goods and services not actually delivered. There shall be no other or further liability of any kind on the part of robinaflooring com.my to the customer.

 

10. Order Cancellations

 

There is no cancellation allowed after 3 hours you placed and confirmed the order with us. But any upgrading of the product or quantity you order can be changed if you contact us at 603-6140 5852.

 

11. Non-Robinaflooring.com.my Installation

 

Robinaflooring.com.my provides information to its customers concerning the installation of products sold by Robinaflooring.com.my and related issues. Such information is not exhaustive and does not take the place of a professional installer’s expertise, due care and informed judgment

 

Acceptance policy for materials, and labor and services completed will be billed to you at the line item price. By accepting to these Terms & Conditions, and in addition to the General Product Terms & Conditions, if you are having Robinaflooring.com.my install your product, you agree to the following: To have all work areas ready for the workers when they arrive. To have electricity power available in the work area, via standard electrical outlets. Unless specified, this contract does not include furniture moving or sub-floor preparation. You are responsible for any alteration of doors and doorways. Robinaflooring.com.my is not responsible for leveling the subfloor. Robinaflooring.com.my is not responsible for existing structural defects, dry rot, or code violations, any defect discovered during installation shall be repaired at your expense. If such defects are not repaired by you, Robinaflooring.com.my can stop work and demand full payment under the contract. Robinaflooring.com.my will not install any product until site conditions meet manufacturer’s specifications.

 

Products are manufactured according to the highest standards of quality. However, should any material not meet your requirements, we must be advised PRIOR to installation. Otherwise, we will not be able to accept responsibility Robinaflooring.com.my Installation: Installation orders cancelled prior to completion are subject to the return policy.

© Copyright 2017 Robina Flooring. All Rights Reserved

CONTACT US

+6010 891 0828

NO.2, JALAN T.S.B 8, 

TAMAN INDUSTRI SG. BULOH,

JALAN SUBANG, 

47000 SELANGOR DARUL EHSAN, MALAYSIA.

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Editor: Yu