Return and Refunds Policy

Last Updated: [3^rd January 2026]

1. Introduction

This Return Policy governs the sale of materials between sellers and buyers on the Concrix Malaysia platform. By using our platform, sellers and buyers agree to this policy and the terms and conditions outlined herein. Our company, Concrix Malaysia Sdn. Bhd., acts solely as a marketplace and sales agent, connecting sellers with buyers. We are not the manufacturer, supplier, or owner of the materials listed on our platform.

2. No-Return Policy

All sales conducted through Concrix Malaysia are considered final and non-returnable, subject to the specific conditions outlined in this policy. We do not accept returns for change of mind or for materials that are no longer needed by the buyer.

3. Inspection and Quality Assurance

a. Seller’s Responsibility: The seller is responsible for ensuring that all materials listed on the platform are accurately described, and in the condition stated in the listing (e.g., new, used, or repurposed). The seller must ensure the materials are free from any undisclosed defects or damage at the point of handover to the transporter.

b. Verified Seller: A ‘Verified Seller’ badge on Concrix indicates that the seller has provided valid SSM registration and proof of stock ownership. Verified Sellers agree to a Zero-Misrepresentation Guarantee.

c. Buyer’s Responsibility:
i. Pre-Loading Inspection: Before the materials are loaded onto the transporter’s vehicle, the buyer or their authorized representative must carry out a thorough inspection of the materials. This inspection must be conducted in the presence of the seller (or their representative) and the transporter (Buyer appointed or Lalamove driver).
ii. Acknowledgment of Condition: Once the inspection is completed and the buyer is satisfied with the condition of the materials, both the buyer and the seller must sign an Acknowledgment of Materials Condition form (to be provided by Concrix Malaysia Sdn. Bhd.). This document will serve as proof that the materials were accepted by the buyer in a satisfactory condition at the time of loading and no refund shall be entertained.

4. Liability for Damaged Materials
Our liability as a marketplace is strictly limited to facilitating the transaction. Liability for damage to materials is allocated as follows:
a. Damage Before Loading: If the materials are found to be damaged during the pre-loading inspection, the seller shall be fully responsible. The buyer has the right to refuse acceptance of the damaged materials, and the seller will be back-charged for the full cost of the materials. In this case, the transaction will be cancelled. Our company is not liable for any losses incurred by either party due to this cancellation.

b. Damage During Transportation: Our company uses Lalamove as an optional third-party logistics provider. We are not responsible for any damage to materials that occurs during transit.

c. Any claims for damage during transportation must be lodged directly with Lalamove in accordance with their terms of service. The buyer is responsible for initiating this claim.

d. Our company will provide the necessary documentation to the buyer to assist with their claim against Lalamove.

e. The transportation cost is an optional service and is directly passed through to the buyer. We do not profit from this service and therefore bear no liability for it.

f. By selecting the transportation with Concrix, the buyer agrees that any transit risks are borne by the buyer, and Concrix will only act as a facilitator for any insurance claims with the third-party transporter (Lalamove).

g. Damage After Loading: Once the Acknowledgment of Materials Condition form is signed and the materials are loaded onto the transporter’s vehicle, the materials are deemed to have been delivered and accepted by the buyer.

h. Any damage that occurs after the materials are loaded is the sole responsibility of the buyer.

i. No refunds, exchanges, or claims can be made against the seller, the transporter, or our company for materials damaged after the point of loading.

5. Process for Damaged Materials Before Loading
a. If the buyer identifies damaged materials during the pre-loading inspection, they must immediately notify Concrix Malaysia Sdn. Bhd. via our designated support channel ([email protected] or +6010-2830238).

b. The buyer must provide photographic or video evidence of the damage.

c. Our team will verify the claim and, if the damage is confirmed, will advise the buyer to refuse acceptance of the damaged materials.

d. The transaction will be canceled, and any payment made will be refunded to the buyer.

e. The seller will be notified of the cancellation and back-charged for the materials.

6. General Terms
a. Communication: All communication regarding potential issues with materials must be conducted through our platform’s designated channels to ensure a proper record is maintained.

b. Liability Limitation: Concrix Malaysia Sdn. Bhd.‘s liability is limited to the fees collected for a specific transaction and does not extend to the value of the materials themselves or any consequential loss, including but not limited to loss of profits, construction delays, or project costs.

c. Entire Agreement: This return policy, along with our Terms of Service, constitutes the entire agreement between our company, the seller, and the buyer regarding the sale and handling of materials on our platform.

7. Governing Law
This policy and any disputes arising from it shall be governed by and construed in accordance with the laws of Malaysia.

8. Contact Us
For any questions or concerns regarding this policy, please contact our support team at [email protected] or +6010-2830238.