Shipping Policy

This policy outlines the terms governing shipping, order cancellation, returns, and refunds for all products and services provided by Celtech Security Sdn Bhd (“Celtech”, “we”, “our”, or “us”).

By placing an order or engaging our services, you agree to the terms below.

1. Shipping & Delivery Policy

1.1 Shipping arrangements apply to product-only purchases.

1.2 Delivery timelines are estimates and may vary due to courier availability, location, weather conditions, or unforeseen circumstances.

1.3 Celtech is not responsible for delays caused by third-party courier services.

1.4 Risk of loss or damage passes to the customer upon delivery confirmation.

2. Installation Services

2.1 Orders that include installation are scheduled based on installer availability and site conditions.

2.2 Customers must ensure:

  • Correct address and contact details
  • Site readiness at the scheduled time

2.3 Additional charges may apply if installation cannot proceed due to:

  • Customer unavailability
  • Incorrect information provided
  • Non-standard door conditions requiring extra work

3. Cancellation Policy

3.1 Once an order is confirmed and payment is made, cancellation is not allowed.

3.2 This applies to:

  • Product-only purchases
  • Orders with installation
  • Promotional, discounted, or PWP offers

3.3 Any exception is subject to Celtech’s sole discretion and must be approved in writing.

4. Return Policy

4.1 Returns are not accepted for:

  • Installed products
  • Opened, used, or activated products
  • Products damaged due to misuse, negligence, or improper handling

4.2 Return requests may be considered only if:

  • The product is unused, unopened, and in original packaging
  • The request is made within 7 days of receipt
  • Proof of purchase is provided

4.3 All approved returns are subject to inspection by Celtech.

5. Refund Policy

5.1 Refunds are not provided for:

  • Change of mind
  • Incorrect purchase by customer
  • Installed or activated products
  • Promotional or discounted items

5.2 If a refund is approved (at Celtech’s discretion):

  • Refunds will be processed to the original payment method
  • Processing time may take 7–14 working days
  • Any applicable service, handling, or administrative fees may be deducted

6. Defective or Incorrect Items

6.1 If you receive a product that is defective or incorrect, please notify Celtech within 48 hours of delivery.

6.2 Celtech may offer:

  • Replacement
  • Repair
  • Manufacturer warranty support

6.3 This does not apply to damage caused after delivery or installation.

7. Warranty Matters

7.1 Warranty claims are subject to the manufacturer’s warranty terms.

7.2 Warranty does not cover:

  • Normal wear and tear
  • Improper use or unauthorized modification
  • External damage (e.g. water, impact, power surge)

8. Policy Updates

Celtech Security Sdn Bhd reserves the right to amend this policy at any time without prior notice. The latest version shall apply to all new transactions.

9. Contact Informations

If you have questions regarding this Shipping, Cancellation, Return & Refund Policy, please contact:

jenny@celtech.com.my