Returns & Refunds

At Ban Hin Bee (BHB), your satisfaction is our priority. This Returns & Refunds Policy applies strictly to purchases made through our official website – www.bhb.com.my.

Purchases made at physical retail outlets or through other online platforms (e.g. Shopee, Lazada, TikTok, etc.) are not eligible for this policy and must follow the respective store’s return policy.

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🛠️ Return Eligibility

Returns are only accepted under the following conditions:

• You received a wrong item, damaged item, or defective product

• You notify us within 3 calendar days from the date of delivery

• The item is unused, in original packaging, and with all original accessories, manuals, and free gifts (if any)

• You are able to provide a valid order number or invoice

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❌ Non-Returnable Items

The following are not eligible for return or refund:

• Change-of-mind after unboxing or using the product

• Items damaged due to improper use, unauthorized repair, or self-installation

• Built-in or wall-mounted products that have been installed

• Clearance, display, or promotional bundle items

• Items bought outside of bhb.com.my (e.g. retail shop, Shopee, Lazada)

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🔁 Exchange Policy

Exchanges are only applicable for:

• Wrong item sent

• Product with manufacturer defect upon delivery

Exchange Process:

1. After you report the issue, our team will verify your claim via photo or video evidence.

2. You must return the item to our warehouse for inspection. We will provide return instructions.

3. Our technical or QA team will inspect the returned item to confirm if it meets exchange conditions.

4. Once approved:

   • We will arrange a 1-to-1 replacement (subject to stock availability), OR

   • If the same item is out of stock, we will offer a suitable alternative or a refund

All replacements will only be issued after the returned item has been inspected and verified.

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💳 Refunds

• Refunds are only applicable for approved cases (e.g. defect, item unavailable)

• Refund will be processed within 30 working days after the return is received and inspected

• Refunds will be credited to your original payment method (e.g. online banking, credit card, eWallet)

• Shipping, installation, or handling charges are non-refundable

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📦 How to Return an Item

All returns must be sent to our warehouse for inspection:

Return Address:
Ban Hin Bee Warehouse (Online Department)
10, Gat Lebuh Cecil, 10300 George Town, Pulau Pinang, Malaysia

Return Procedure:

1. Email or WhatsApp our team within 3 days of receiving the item.

2. Provide:

   • Order number

   • Description of issue

   • Clear photos or video evidence

3. Our team will evaluate and provide return instructions.

4. You are responsible for sending the product back to us. Use a reliable courier with tracking.
   Note: If you're in Penang or Sungai Petani, you may be eligible for pick-up. Please check with our team.

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🧾 Important Notes

• All returns and exchanges are subject to inspection.

• Products must be returned in resalable condition, unless reporting damage.

• Ban Hin Bee reserves the right to reject any return or exchange that does not meet the above criteria.

• Final decisions rest with Ban Hin Bee management.