Refund and Returns Policy

1. General Policy

At Villaporta Sdn. Bhd., we are committed to providing high-quality residential and commercial doors that meet the standards and expectations of homeowners, builders, and businesses. Due to the large, custom, and installation-sensitive nature of our products—including wooden, metal, glass, and custom-designed doors—returns and refunds are only accepted in specific cases, such as defective, incorrect, or damaged items upon delivery.

2. Eligibility for Returns

Returns will only be considered if the following conditions are met:

  • The item is unused, uninstalled, and in its original packaging, with all accessories, locks, glass panels, and manuals (if applicable) intact.
  • The product is found to be defective, damaged, or faulty upon delivery.
  • The wrong product, size, or specification was delivered due to our error.
  • Issues are reported to us within 48 hours of delivery.

3. Non-Returnable Items

The following items are non-returnable and non-refundable:

  • Doors or accessories that have been installed, modified, painted, or altered after delivery.
  • Custom-designed or made-to-order doors (unless proven defective or damaged upon arrival).
  • Items showing signs of use, mishandling, or improper storage after delivery.
  • Products returned without valid proof of purchase or invoice.

4. Return Process

To request a return, customers must contact us within 48 hours of receiving the order and provide:

  • Full name and invoice/order number.
  • Clear photos or videos of the product and packaging condition.
  • A detailed description of the defect, damage, or discrepancy.

Once approved, items must be returned within 3 business days using a trackable shipping method. Unless otherwise agreed, return shipping costs are the buyer’s responsibility.

5. Inspection and Approval

When the returned item reaches us, our team will conduct an inspection within 3–5 business days. Based on the findings, we may:

  • Approve a full or partial refund.
  • Issue store credit for future purchases.
  • Send a replacement door or accessory.

Refunds (if approved) will be processed via bank transfer or the original payment method.

6. Defective or Damaged Items

If your order arrives damaged, incorrect, or incomplete:

  • Contact us within 48 hours of delivery.
  • Provide your order number, photos/videos, and a description of the issue.

After verification, we may:

  • Replace the damaged or incorrect item.
  • Issue a refund or store credit.
  • Arrange a redelivery at no extra cost.

Note: Villaporta Sdn. Bhd. is not responsible for damages caused by improper handling, installation errors, or negligence after delivery.

7. Warranty Claims

Some of our doors and accessories may include a manufacturer’s or supplier’s warranty. For such items:

  • Contact us with valid proof of purchase.
  • We will assist in facilitating the warranty claim with the manufacturer/supplier.
  • Warranty coverage, terms, and timelines will vary by product type and brand.

8. Exchanges

We do not offer direct product exchanges. If your product is defective, damaged, or incorrect, please follow the return process, and once completed, you may place a new order for the desired item.

9. Contact Us

For assistance with returns, refunds, or warranty claims, please reach us at:
📧 Email: villaporta@outlook.com
📞 Phone: 017-801 4145
🏢 Address: 158, JALAN PEEL, MALURI, 55100 KUALA LUMPUR W.P. KUALA LUMPUR