Terms & Conditions | ECO ESchroll

TERMS & CONDITIONS, PRIVACY POLICY & REFUND POLICY
These Terms & Conditions, Privacy Policy, and Refund Policy apply to all purchases of products from Eco Eschroll Sdn. Bhd. (“Eco Eschroll”, “we”, “us”, or “our”) made through our website, online store, social media platforms, payment platforms, or any other authorised sales channels.
By placing an order or making a purchase from Eco Eschroll, customers are deemed to have read, understood, and agreed to these policies.
1. TERMS & CONDITIONS OF PURCHASE
1.1 Company Information
Eco Eschroll Sdn. Bhd. is a company incorporated in Malaysia and is involved in the development, processing, manufacturing, distribution, and sale of products, including personal care, hygiene, household, and clay-based products.
Eco Eschroll products include, but are not limited to:
i. VLSKIN Clay Bar Soap;
ii. VLSKIN Liquid Bodywash;
iii. VLSUPER Natural Sanitizer;
iv. Sertu Liquid Clay;
v. ClayWaterEnzyme (CWE); and
vi. Other products developed, manufactured, or distributed by Eco Eschroll.
1.2 Eligibility to Purchase
By making a purchase from Eco Eschroll, the customer confirms that:
i. The customer is legally eligible to make the transaction.
ii. All information provided is accurate and complete.
iii. The customer is using a valid payment method or has authorisation to use it and the customer agrees to comply with these Terms & Conditions.
Eco Eschroll reserves the right to reject, cancel, or suspend any order where there is suspected fraud, system abuse, suspicious activity, or inaccurate customer information.
1.3 Product Information
We make reasonable efforts to ensure that product descriptions, images, specifications, sizes, colours, packaging, and other product information displayed are accurate.
However:
i. Product images are for illustration purposes only;
ii. Actual products or packaging may differ slightly from the images displayed;
iii. Product specifications and packaging may change from time to time and Product availability is subject to current stock levels.
Eco Eschroll reserves the right to correct errors, update product information, or discontinue any product without prior notice.
1.4 Product Prices
All prices are displayed in Malaysian Ringgit (RM), unless otherwise stated.
Product prices may change from time to time due to promotions, operating costs, raw material costs, stock availability, or other commercial factors.
The price charged to the customer shall be the price displayed when the order is successfully placed.
Delivery charges and other applicable charges will be displayed during the checkout process.
1.5 Orders
An order is considered successfully placed once payment has been successfully received or confirmed by Eco Eschroll or its appointed payment service provider.
Customers are responsible for ensuring that:
i. The selected products are correct;
ii. The product quantities are correct;
iii. The customer's name and telephone number are correct;
iv. The delivery address is complete and accurate; and
v. Payment is completed successfully.
Eco Eschroll reserves the right to cancel or reject an order for reasons including:
i. Products being out of stock;
ii. Pricing or system errors;
iii. Payment failure;
iv. Suspected fraud or abuse;
v. Inaccurate customer information; or
vi. Circumstances beyond Eco Eschroll's reasonable control.
1.6 Payment Methods
Eco Eschroll may accept payment methods made available on its website or authorised sales platforms, including:
i. Online banking / FPX;
ii. Credit or debit cards;
iii. E-wallets; and
iv. Other payment methods made available from time to time.
Online payments may be processed through third-party payment service providers appointed by Eco Eschroll.
1.7 Order Confirmation
After successful payment, customers may receive an order confirmation through:
i. Email;
ii. WhatsApp;
iii. SMS; or
iv. Other available communication channels.
Customers are advised to retain their order number and proof of payment for reference.
2. DELIVERY
2.1 Delivery Areas
Eco Eschroll provides delivery to designated areas within Malaysia and/or other locations available during checkout.
Delivery times are estimates and may vary depending on:
i. Product availability;
ii. Delivery location;
iii. Courier capacity;
iv. Public holidays;
v. Weather conditions;
vi. Operational disruptions; and
vii. Other factors beyond Eco Eschroll's reasonable control.
2.2 Customer Responsibilities
Customers are responsible for providing a complete and accurate delivery address and telephone number.
Customers must also ensure that someone is available to receive the order at the stated delivery address.
If delivery fails because the customer cannot be contacted, is unavailable at the delivery location, or provides an incorrect address, additional redelivery charges may apply.
2.3 Product Inspection Upon Receipt
Customers are encouraged to inspect their order immediately upon receiving the products.
If the product is:
i. Damaged;
ii. Incorrect;
iii. Incomplete;
iv. Missing items or quantities; or
v. Clearly defective upon receipt,
the customer should contact Eco Eschroll immediately.
Photo or video evidence may be required for verification.
3. PRODUCT USE & STORAGE
Customers are responsible for reading and following the usage instructions, warnings, labels, and storage requirements stated on the product packaging.
Products should be:
i. Used only for their intended purpose;
ii. Used according to the instructions on the label;
iii. Stored according to the recommended storage conditions; and
iv. Kept away from children where stated on the product label.
Eco Eschroll shall not be responsible for damage or loss resulting from misuse, improper storage, product modification, or use contrary to the product instructions.
4. REFUND & RETURN POLICY
4.1 General Policy
Due to the nature of certain personal care, hygiene, and consumable products, returns or exchanges may not be accepted once a product has been opened or used.
All refund or replacement requests will be assessed on a case-by-case basis.
4.2 Eligible Refund / Replacement Situations
Customers may request a refund or replacement if:
i. The wrong product was received;
ii. The ordered product was not received or the order was incomplete;
iii. The product was damaged upon receipt;
iv. The product was defective upon receipt; or
v. The product received differs significantly from the product ordered.
Requests must be submitted within 24 hours of receiving the order.
Photo or video evidence may be required.
4.3 How to Submit a Request
Customers must provide:
i. Order number;
ii. Customer name;
iii. Telephone number;
iv. Description of the issue;
v. Photos or videos of the product; and
vi. Proof of payment, where required.
Requests may be submitted via:
Email: enquiry@ecoeschroll.com
WhatsApp: 017-3584920
Eco Eschroll will review the request and notify the customer of the decision.
4.4 Refund Process
If a refund is approved, the refund will normally be processed within 3–7 business days after approval.
Refunds will be made through the original payment method, subject to the processing procedures and timelines of the relevant payment service provider or bank.
4.5 Non-Refundable / Non-Replacement Situations
Refunds or replacements may not be provided for:
i. Change of mind;
ii. Products that have been opened or used without a valid defect;
iii. Damage caused by improper use;
iv. Improper storage;
v. Failure to follow product instructions;
vi. An incorrect delivery address provided by the customer;
vii. Failure to receive the order without reasonable cause; or
viii. Requests submitted after the applicable claim period.
5. ORDER CANCELLATION POLICY
Customers may request cancellation before an order has been processed, packed, or shipped.
Once an order has been processed, packed, or handed over to the courier, cancellation may no longer be permitted.
If cancellation is approved, the refund will be processed in accordance with the Refund Policy stated above.
6. PRIVACY POLICY
6.1 Commitment to Privacy
Eco Eschroll respects customer privacy and is committed to handling personal data responsibly in accordance with applicable Malaysian laws, including the Personal Data Protection Act 2010 (PDPA), where applicable.
This policy explains how we collect, use, store, protect, and disclose customers' personal data.
6.2 Information We Collect
Depending on the customer's interactions with Eco Eschroll, we may collect:
i. Full name;
ii. Telephone number;
iii. Email address;
iv. Delivery and billing address;
v. Order and transaction information;
vi. Payment-related information;
vii. Customer communication records;
viii. Purchase preferences or history; and
ix. Website usage, cookies, and analytics information.
We will make reasonable efforts to collect only information that is necessary for business and service-related purposes.
6.3 Purposes of Using Personal Data
Customer personal data may be used to:
i. Process and fulfil orders;
ii. Manage deliveries;
iii. Verify payments;
iv. Provide customer service;
v. Communicate regarding orders;
vi. Manage refunds and complaints;
vii. Maintain transaction and business records;
viii. Improve products and services;
ix. Send promotional or marketing information where the required consent has been obtained;
x. Prevent fraud and misuse; and
xi. Comply with legal and regulatory requirements.
6.4 Payment Information
Payments may be processed by third-party payment service providers appointed by Eco Eschroll.
Payment information will be transmitted through appropriate and secure payment channels.
Eco Eschroll does not intend to store customers' full credit or debit card information unless required and permitted under applicable requirements.
6.5 Disclosure of Data to Third Parties
Eco Eschroll does not sell or rent customers' personal data.
Personal data may only be shared with trusted third parties when necessary for transactions, services, order fulfilment, technology support, or legal requirements.
Only the information necessary for such purposes will be shared.
7. COOKIES & ANALYTICS
The Eco Eschroll website may use cookies to ensure proper website functionality, remember user preferences, improve performance, and support analytics and marketing.
Customers may manage or disable cookies through their browser settings. However, some website functions may be affected.
8. DATA SECURITY
Eco Eschroll takes reasonable security measures to protect personal data from unauthorised access, loss, misuse, disclosure, alteration, or destruction.
However, the security of electronic data cannot be completely guaranteed.
9. DATA RETENTION PERIOD
Personal data will be retained only for as long as necessary for business, accounting, legal, and compliance purposes.
Data that is no longer required may be deleted, anonymised, or securely disposed of.
10. CUSTOMER RIGHTS REGARDING PERSONAL DATA
Subject to applicable laws, customers may request access to or correction of their personal data, withdraw consent, obtain information about how their data is processed, and submit enquiries or complaints to Eco Eschroll.
11. LIMITATION OF LIABILITY
To the extent permitted by Malaysian law, Eco Eschroll shall not be responsible for indirect or consequential losses arising from:
i. Improper use or storage of products;
ii. Failure to follow product instructions;
iii. Delays caused by third parties;
iv. Inaccurate customer information; or
v. Circumstances beyond Eco Eschroll's reasonable control.
Nothing in these Terms & Conditions excludes liability that cannot legally be excluded under Malaysian law.
12. CIRCUMSTANCES BEYOND OUR CONTROL
Eco Eschroll shall not be responsible for any delay or failure to fulfil orders caused by circumstances beyond our reasonable control, including natural disasters, floods, fires, pandemics, government restrictions, transportation or courier disruptions, strikes, power or system failures, and other unforeseen circumstances.
13. GOVERNING LAW
These Terms & Conditions, Privacy Policy, and Refund Policy shall be governed by and interpreted in accordance with the laws of Malaysia.
Any dispute relating to transactions with Eco Eschroll shall be subject to the jurisdiction of the relevant courts of Malaysia.
14. POLICY AMENDMENTS
Eco Eschroll reserves the right to update or amend these policies from time to time.
The latest version will be published on the website or relevant sales channels and will take effect from the stated date.
Customers are advised to review these policies from time to time.
15. CONTACT INFORMATION
ECO ESCHROLL SDN. BHD.
Email: enquiry@ecoeschroll.com
WhatsApp / Telephone: 017-3584920
Website: ecoeschroll.com
Address:
No. 184, Jalan Nilai 7,
Kawasan Perindustrian Nilai 7,
71800 Nilai, Negeri Sembilan,
Malaysia.
Operating Hours:
Monday – Friday, 9:00 AM – 5:30 PM
For any enquiries regarding orders, refunds, personal data, or these policies, please contact Eco Eschroll using the contact details above.