Refunds and Return Policy

This policy covers orders you pay for online at checkout on BuildingMaterials.com.my (BMO), run by Avion Tech Sdn Bhd (1193719-K). Online payments are processed by our payment gateway, Fiuu.

If you request a quotation and pay the supplier directly, that deal is between you and the supplier. The supplier's own terms apply, and the supplier handles any return or refund.

1. When you can ask for a refund or return

• The item hasn't been delivered.
• The delivery is incomplete, for example a short quantity or missing parts.
• You received the wrong item, for example the wrong size, colour, grade or specification.
• The item is materially different from its description on BMO.
• The item arrived damaged, for example cracked, broken or dented.
• The item is faulty.
• You want to cancel before the supplier ships the item.
• You changed your mind, but only if the supplier agrees first. Items cut to size, mixed or tinted to order, made or ordered specially for you, or opened and used usually can't be returned.

The supplier or BMO may also cancel an item, for example when it's out of stock or was listed at the wrong price. You then get a full refund for that item.

2. Report a problem before your order completes

Your order completes when you confirm you've received it, or automatically 10 days after the supplier marks it as shipped. Please check your goods on delivery, and don't confirm receipt if something is wrong.

To report a problem, contact us with your order number, the item, what's wrong and photos of the goods and delivery note. If an item arrives damaged, note it on the delivery note and take photos before you unload or use it.

3. How we handle your request

• We tell the supplier and ask for their response. We decide each case based on what you and the supplier tell us.
• While we look into it, we hold the supplier's payment for the item.
• If a return is needed, return the item in the condition you received it, with its accessories and packaging. The supplier may arrange collection.
• Return delivery: the supplier pays when the problem is the supplier's error (damaged, faulty, wrong or missing items). You pay when you return an item because you changed your mind. If you and the supplier disagree, BMO decides who pays.

4. Refunds before the supplier is paid

• If we approve your request, we cancel the affected items and refund you through our payment gateway. You get back what you paid for those items. If the whole order is cancelled or not delivered, the delivery charge is refunded too.
• Refunds go back to your original payment method where possible. For some payment methods we refund to your bank account instead, and we'll ask you for the account details.
• How long the money takes to reach you depends on your payment method and your bank.

5. After your order completes and the supplier is paid

• The supplier handles any return and refunds you directly. This includes faults found later and warranty claims.
• Contact us if you need help. We pass your request to the supplier and follow it up.
• Suppliers selling on BMO must follow this policy. We can suspend online selling for a supplier who doesn't.

6. Contact us

Email customer@buildingmaterials.com.my or WhatsApp us. Please include your order number.