Delivery & Refund Policies

    Note: This is only applicable for products purchased via Rinnai Malaysia website.

    Only DOMESTIC products (i.e.: Cooker Hood, Built-in Gas Hob, Built-in Electric Hob, Built-in Oven, Built-in Microwave, Table Top Cooker, Electric Water Heater, Gas Clothes Dryer and Kitchen Sink & Faucet) are available for online purchasing via our website.

    Delivery Area
    Peninsular Malaysia only.
    Due to logistic concerns, we’re unable to deliver to East Malaysia. Hence, purchasing is not open to East Malaysia for the time being.
    Note: We only deal with business operations in Malaysia, hence we do not accept order and deliver to overseas (outside of Malaysia).

    Delivery Charges
    FREE DELIVERY. Yes, this is not a typo. There will be no delivery charges.

    Order and Delivery Procedures
    • Order Confirmation: Once order is placed, an order confirmation will be sent to you via email.
    • Order Processing:
    – Once order and payment have been received, we will process the order and arrange for delivery.

    Order Processing Time
    1 – 3 working days
    Working hours: Mon – Fri, 9AM – 5PM (excluding public holidays)

    Order Delivery Time (on top of order processing time)
    Klang Valley: 1 – 3 working days
    The rest of Peninsular Malaysia: 4 – 7 working days
    Note: Subject to our respective fulfillment’s working hours.

    Order Amendment (Wrong Information/Edit or Add Items/Wrong Order/Cancellation)
    Unfortunately, you are unable to edit your order once order has been placed.
    You will need to contact our Customer Service Team for assistance (contact details below).
    Note: Please check that all information is correct before submitting your order

    Delivery Issues (Incorrect Order Delivered/Did Not Receive Order)
    Please contact our Customer Service Team for assistance (contact details below). Our team will verify for you.

    Payment Options
    We accept both Credit and Debit Cards for Visa & Mastercard, Credit Card (UnionPay), Online Banking and E-wallet (Grabpay, Touch n Go Pay and Boost Wallet). All your credit card information is protected by means of industry-leading encryption standards.

    Payment Security
    All credit card information (including CVV) are securely encrypted and stored with our payment gateway, iPay88 (in the case there is transaction cancellation or refund). Every credit card transaction occurs within a secure environment. Credit card information will not be retained after your order is successfully completed.

    Product Warranty
    All products are inclusive of 2 years general warranty.
    Products purchased via Rinnai Malaysia website will have the warranty automatically registered, you do not need to register again.
    Please refer here for more details on our warranty.

    Reason Next Step Return Condition
    Defective / Damaged
    1. Contact us
    2. We will check on the product to identify the cause of defective
    3. Option:
      1. Return & Exchange
      2. Return & Refund
    Note:
    1. Return & Exchange/Refund is only applicable to Manufacturer’s Defect & Transportation Factor. We shall not bear responsible to damages caused by other Human Factors.
    2. For damages caused by Human Factors, we do provide repair services. Fees incurred is to be bear by the customer.
    		 Nicely packed in the original packaging with all accompanying accessories.
    Wrong Product(s) Delivered
    1. Contact us
    2. We will arrange to deliver the correct product (FOC) and collect back the wrongly delivered product(s)
    		 Nicely packed, not damaged in the original packaging with all accompanying accessories.

    Note: If product found to be damaged, customer will have to bear the cost of the respective product(s).
    Missing Parts / Accessories
    1. Contact us
    2. We will check on the product and arrange to deliver a new product (FOC)
    		 Nicely packed, not damaged in the original packaging.

    Return & Refund/Exchange is not applicable for change-of-mind.

    Coverage of return policy: 7 calendar days (start from the date you receive your item)

    Note: Request after 7 days shall not be entertained and will be covered under product warranty.

    Time Frame
    • Refund:
      • For payment made via Credit Card: Subject to bank’s processing time
      • For payment made via Debit Card, Online Banking & E-wallet: Within 7 working days

    Note: Refund for Debit Card, Online Banking and E-wallet will be made via online bank-in transfer

    • Exchange: Same as delivery time as previously order

    Return & Refund/Exchange Submission: Please submit via the form below.

    For any enquiries or further assistance, you may:
    Call us at 1800-88-8180
    Email to enquiries@rinnai.com.my
    Operation Hours: Mon – Fri, 9.00am – 4:30pm, excluding Public Holidays

    Return & Refund/Exchange Form

    • Please apply for return and refund or exchange by filling in this form.
    • Note: This is only applicable for products purchased via Rinnai Malaysia website.

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