Refund & Return Policy - EcoFlow Malaysia

EcoFlow Malaysia – True Colour Media Group Sdn Bhd (202501025887)

Effective Date: 13 September 2025
Website: https://ecoflow.com.my
Support Email: jackson@truecolourmedia.com

We hope you love what you ordered! But just in case you're not 100% satisfied, we've made the return and refund process simple and transparent for customers in Malaysia.

1. Order Cancellation Policy

You may cancel your order within 24 hours of placing it by emailing us at jackson@truecolourmedia.com.
If your order has not yet been shipped, you will be eligible for a full refund.

⚠️ If the cancellation is requested after 24 hours and before shipment, a 2.6% transaction processing fee will be charged.

Orders cannot be cancelled after they have been shipped or after 30 days from the order date.

2. Return Policy

2.1 Faulty Product Returns

If you received a defective or malfunctioning item due to a non-human, manufacturing issue, we will arrange a free return and full refund or replacement.

To initiate a return:

• Contact: jackson@truecolourmedia.com

• Provide:

  • Order number

  • Product name and issue

  • Photo or video proof of defect

   

2.2 Change-of-Mind Returns (Unconditional Returns)

Customers may request an unconditional return within 30 days from the date of product receipt, only for orders placed on https://ecoflow.com.my .

⚠️ The following fees will apply:

• Transaction Fee: 2.6% of your total paid amount

• Return Shipping Cost: Paid by the customer (see below for estimates)

Products must be:

• In original condition (unused, no damage)

• Returned with original packaging and accessories

3. Return Shipping Cost (Malaysia)

Note: Exact cost may vary based on location and courier rates.

4. Return Process

1. Email jackson@truecolourmedia.com within 30 days of receiving your item.

2. Our support team will:

   • Review your request

   • Provide RMA (Return Material Authorization) number

   • Send return instructions and shipping label (if applicable)

3. Once returned and inspected, we will:

   • Issue a refund

   • Or arrange for a replacement

   • Or suggest repair (depending on the situation)

Please do not return items without an RMA number. Refunds may be denied if items are returned without confirmation.

5. Refund Eligibility & Requirements

To qualify for a refund:

• All original accessories and packaging must be included

• Product must be in non-damaged condition

• Returned product must be sent back within 15 working days after RMA approval

6. Refund Timeline

We will notify you by email once the refund is processed. If you do not receive a refund after 14 days, please contact us.

6.1 Refund Method

All refunds will be processed via the original payment method used during checkout (e.g., online banking, DuitNow, TNG eWallet, or credit card).
We do not support manual refunds via bank transfer, cash, or other alternative methods unless the original method is no longer available due to payment platform limitations.

This policy ensures full traceability and protects both customers and our business from refund-related disputes.

7. Return Service May Be Denied If:

• Request is made more than 30 days after receipt

• Product is returned without RMA confirmation

• Missing original packaging or accessories

• Product shows signs of user damage

• No valid proof of purchase

• Damage is caused by:

  • Drops, water, fire, improper use

  • Third-party accessories or modifications

• Product passed inspection with no fault found

• Serial numbers or warranty stickers are tampered

• Return requirements are not fulfilled upon inspection

8. Contact for After-Sales Support

True Colour Media Group Sdn Bhd (EcoFlow Malaysia)
📧 Email: jackson@truecolourmedia.com
📱 WhatsApp: (+60)12-791 3863
🕒 Hours: Mon–Fri, 9:00 AM – 6:00 PM (MYT)