Refund policy

Return Policy

Eligibility for Returns:

  • All in-stock items are eligible for returns within 7 days of delivery, except for customised items, indent items, clearance items, sales items, and after sales parts.
  • Items must be returned in their original packaging, with tags intact, and must be in like-new condition together with the receipt or proof of purchase to be eligible for return.
  • Due to hygiene concerns, backrests, insoles, sport-wear sleeves, seat cushions, pillows, and mattresses are not eligible for return.
  • If any defects are found within 7 days of delivery, please refer to our defect reporting process.

 

Return Conditions:

  • Claims regarding discrepancies in the quantity of products delivered must be reported within 2 days from the date of delivery. Failure to do so will result in the buyer being liable for the full price of the order as delivered.
  • Returns based solely on cosmetic defects that do not affect the functionality of the product will not be accepted.

 

Return Process:

  • Contact our customer service team at biz@ergoworks.com.my. Please provide your order invoice number and specify the reason for the return.
  • Ensure the item is in its original packaging, unused, and in the same condition as when you received it.
  • Return the item using a traceable shipping method. The cost of return shipping is the responsibility of the customer.
  • Once received, the item will be inspected to verify its condition and compliance with our return conditions and eligibility.

 

Exchanges:

  • You may exchange any returned item for another of equivalent or greater value.
  • Exchanging for a product of lower value will incur a 10% restocking fee based on the price of the originally delivered product.
  • In cases where the total payment after returns is negative, no refund will be issued.
  • All exchanges and returns will be processed on a case by case basis.

 

 

Refund Policy

Processing Refunds:

  • Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
  • Approved refunds will be processed within 14 business days using the original payment method.

 

Exclusions:

  1. Shipping fees
  2. Gift Cards
  3. Vouchers
  4. Redemption from external promotions (e.g, giveaways, credit card gifts)
  5. Purchases made through external sites or third-party vendors are not eligible for refunds under this policy.

 

Fees and Deductions:

  • An open box fee up to 10% is chargeable for all furniture items (e.g, desks, chairs, sit-stand desk converters, recliners etc).
  • If damages or missing parts are identified upon inspection, fees up to 30% of the product's purchase value may be deducted from your refund.
  • Any applicable fees will be deducted from the refund amount and detailed in the refund notification email sent by our relevant operations team.
  • A cancellation fee of 10% is applicable if the order is cancelled before shipment.

 

 

Reporting defects

Ergoworks is dedicated to delivering high quality customer service and effective solutions for all our customers.

  • To report a defective item, please send a request to our customer service team via email at biz@ergoworks.com.my or submit your case on our after sales support page.
  • Please prepare the order invoice number, photos of the defect(s), and a brief description of the issue.
  • We will assess your claim and respond with a proposed solution, which may include repair, replacement, or refund. This process may take up to 7 business days for in-stock items and up to 60 business days for indent or customised items, depending on stock availability.