ENGINE EXCELLENCE SDN BHD is committed to supplying automotive electronics, vehicle accessories and replacement components that correspond with the descriptions and specifications displayed on our website.
Customers should check the product model, dimensions, connector type, voltage requirements and vehicle compatibility before confirming an order. Unless an item meets one of the eligible conditions stated in this Policy, all products sold are considered final and are not exchangeable or refundable.
Eligible Claims
A return, refund or exchange request may be considered if:
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The merchant sent an incorrect item, model or variation.
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The item received does not match the specifications, description, features, functions or information advertised on the website.
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The product was spoiled, damaged or defective upon delivery.
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The order exceeded the delivery timeline stated in the Company’s Shipping Policy.
A product will not qualify solely because it is incompatible with the customer’s vehicle when the correct compatibility or model information was provided on the website.
Inspection and Testing
Customers should inspect all products immediately after delivery and before installation or modification. Items such as headlamps, speakers, multimedia players, dash cameras and electronic accessories should be tested carefully where possible.
If an issue is discovered, the customer should stop using or installing the product and retain all components, cables, accessories, manuals and original packaging.
Products that have been incorrectly installed, dismantled, modified, cut, rewired, repaired or damaged through misuse may not qualify for a return, refund or exchange. Installation should be handled by a suitable technician when professional knowledge is required.
Evidence Required
Customers must provide the following evidence:
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A clear and continuous unboxing video showing the unopened parcel, shipping label, external packaging, internal packaging and all items received.
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A clear video showing the first use, testing or installation attempt, where applicable.
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Clear photographs showing the product, model information, damaged area, defect, incorrect component or difference from the advertised description.
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The customer’s order number and a clear explanation of the reported issue.
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Any other photographs, videos or supporting documents requested by ENGINE EXCELLENCE SDN BHD.
The unboxing recording must begin before the parcel is opened and must be recorded continuously without cuts, pauses or edited sections. Unclear or incomplete evidence may not be accepted.
Claim Deadline
All return, refund and exchange requests must be emailed to engine_excellence@outlook.com within 24 hours of receiving the item.
The customer should submit all order details and supporting evidence within this period. Requests received after 24 hours will not be accepted.
Claims submitted without the required unboxing video, first-use video where applicable, photographs, order details or other requested evidence will also be rejected.
Assessment and Resolution
ENGINE EXCELLENCE SDN BHD will compare the submitted evidence with the original order and the product information displayed on https://engineexcellence.asia/.
Submitting a request does not guarantee approval. Additional information may be requested if the evidence provided is insufficient to verify the condition, function or compatibility of the product.
If the claim is approved, the Company will inform the customer of the available return, replacement, exchange or refund arrangement. Products must not be returned before written approval and instructions have been provided.
This Policy is issued by ENGINE EXCELLENCE SDN BHD, Registration No. 202501046226 (1647634-D). All related requests must be sent to engine_excellence@outlook.com.