SHIPPING & DELIVERY POLICY
Orders made on iElder.asia and all our affiliated marketplaces (Shopee, Lazada, Amazon etc.) will be delivered within 2-5 working days, unless the item in question is out of stock.
We contract third party courier services for both local and international deliveries, determined by pricing, availability, reliability (based on our experiences with the courier company), and the size and volumetrics of your order.
Should you require emergency shipping and express delivery, you may put in a request by sending us a Whatsapp message, or giving us a call. Any additional charges to facilitate the delivery will be added to your total billed amount.
Should you wish to personally arrange for a pick-up service with a personal vehicle or courier service, kindly provide us with the following details:
- Pick-Up Vehicle License Plate / Name of Driver
- Driver’s Contact Number
- Name of Courier Company & Air Waybill
- Pick Up Date & Time (Mon-Fri, Between 9am-5pm)
iElder.asia will not be held liable for any goods or products damaged in transit by any courier company or representative designated or arranged by the customer.
iElder.asia offers free shipping within West Malaysia for purchases totalling RM300 or above. (T&C applies)
For large items & purchases weighing over 30kg, there might be additional shipping fees charged by the courier company. Should there be a discrepancy in shipping charges, we will send out a notification via email with a breakdown of the extra charges involved. Items & purchases will only be shipped out once all required fees have been cleared.
All applicable custom duties and taxes are not included in shipping & delivery charges, due to varying charges depending on the country.
IMPORTANT NOTE: If you’d like to purchase insurance for your parcel, please leave a comment in the text box in the check-out screen with the type of insurance desired (as listed below). We will send you an email notification with a breakdown of the charges involved.
RETURN / REFUND POLICY
At iElder.asia, we understand that emergencies do happen. When worse comes to worst, we can find ourselves stuck with equipment that we no longer need. We offer partial refunds up to 50% for cancelled orders that are still in transit, within Malaysia up to a maximum period of 7 days, after factoring in charges for shipping, packaging and administrative costs. Once you have received your order, you will no longer be eligible for a refund.
If you’ve a damaged product, please notify us immediately so that we can solve this for you! Kindly take a photo and a video of the damaged product, and email us at firstname.lastname@example.org.
For minor damages such as scratches, we will provide a recompense in the form of a gift card, in an appropriate amount according to the damage sustained by the product.
- For major damages that result in the loss of functionality of the product, we will assess the damage and arrange for a repair and/or replacement of the product, with no additional admin/shipping fee.
WRONG ITEM(S) RECEIVED
If you have received an item that is different from what you ordered, we will be happy to replace the wrongly sent item(s). Just notify us via email, phone call, or WhatsApp, and we’ll arrange for the wrong item to be sent back to us, and for the correct item to be shipped over to you, with zero additional shipping charges.
The returned item must be in the same condition in which it was received - unused, unworn, unwashed, with the original tags still attached, and with any related accessories included. If these conditions are not fulfilled, the item will NOT be accepted for exchange or returns.
iElder will not be responsible for any items that are returned to us by mistake.
Please refer to the product page on our website (www.iElder.asia) for information on your product’s warranty period. Our warranty only covers NON-DELIBERATE OR NON ACCIDENTAL DAMAGE. Any damages by user negligence, accidents, intentional or otherwise are not covered by the warranty. Products subjected to negligence, abuse, improper storage or handling, improper operation, any misuse or modifications are not covered by our warranty policy. Damage caused by improper usage, and normal wear and tear are also not covered by the warranty. This includes all mechanical parts such as casters, seat bearing and padding.
Warranty coverage extends beyond the Klang Valley area. If a product is covered by warranty and eligible for a claim due to manufacturing defects, we will provide the necessary spare parts and installation video. However, the customer will be responsible for covering the courier service charges.
MAKING A WARRANTY CLAIM
When you intend to make a warranty claim, please download the warranty claim form here. Then send us the warranty claim form that already be filled with details and send photos/video to verify the condition of the product, especially if it involves motors or frames to our email email@example.com or whatsapp at 0122288472. There is no exception to this policy. We will not be able to provide any warranty if photos/video are not provided.
For assistance, drop us an email to the address below.
Support Email ID: firstname.lastname@example.org
Question 1: Could you inform me about the wheelchair suitable for in-flight use?
Answer 1: Kindly inquire with your airline, as each airline has its own policy regarding onboard wheelchair usage.