Terms and Conditions of Sale
1. Orders and Specifications
1.1 The Buyer may purchase Goods by placing and completing the order form on the Platform and shall be responsible for ensuring the accuracy of the order. All orders shall be subject to Filken’s acceptance in their sole discretion and each order accepted by Filken shall constitute a separate Contract and shall be deemed to be irrevocable and unconditional upon transmission through the Platform. Filken shall be entitled (but not obliged) to process such orders without further consent from the Buyer. Nevertheless, you may request to cancel or amend the order which Filken shall endeavour (but not obliged) to give effect to on a commercially reasonable effort basis.
1.2 Order acceptance and completion of the Contract between the Buyer and Filken will only be completed upon Filken issuing a confirmation of dispatch of the Goods to the Buyer. For the avoidance of doubt, Filken shall be entitled to refuse or cancel any order without giving any reasons for the same to the Buyer prior to issue of the confirmation of dispatch. Filken shall furthermore be entitled to require the Buyer to furnish Filken with contact and other verification information, including but not limited to address, contact numbers prior to issuing a confirmation of dispatch.
1.3 No concluded Contract may be modified or cancelled by the Buyer except with prior written consent from Filken and on terms that the Buyer shall indemnify Filken in full against all loss (including loss of profit), costs (including the cost of all labour and materials used), damages, charges and expenses incurred by Filken as a result of the modification or cancellation, as the case may be.
2.1 The price of the Goods shall be the price stated on the Platform at the time which the Buyer places and completes the order form on the Platform. The price includes any applicable sales and services tax, value added tax or similar tax which the Buyer shall be liable to pay to Filken in addition to the price, but it excludes the delivery charges.
2.2 In the event that a Goods has been mispriced on the Platform, Filken reserves the right to terminate the Contract, in which Filken shall notify the Buyer of such cancellation by giving three days’ notice. Filken shall have such right to terminate the Contract notwithstanding that the Goods have been dispatched or are in transit or that payment has been charged to Buyer.
3. Terms of Payment
a. Credit Card
Credit card payment option is available for all Buyers. Filken accepts all Visa and MasterCard credit cards and is 3D Secure enabled (verified by Visa and secured by MasterCard). All credit card information of Buyers are protected by industry leading encryption standards.
Please take note that additional charges may be incurred if Buyer is using a non-Malaysian issued card due to foreign exchange rates.
b. Debit Cards
Filken accepts all Malaysian Visa and MasterCard debit cards, subject to bank availability. All debit card numbers shall be protected by industry leading encryption standards.
c. Online Banking
By choosing this payment method, the Buyer shall transfer the amount of the total purchase price for the Goods purchased by Buyer to a Filken account (including any applicable taxes, fees and shipping costs). The transaction must be payable in Ringgit Malaysia.
d. Cash on Delivery
Cash on Delivery (pay cash upon delivery) is available within the region of Johor Bahru with a fee as may be prescribed by Filken for each order. Filken reserves the right to schedule the delivery time. The Goods will only be handed over to the Buyer upon full payment in cash by the Buyer.
5.3 Buyer may not claim against Filken, for any failure, disruption or error in connection with the Buyer’s chosen payment method. Filken reserves the right at any time to modify or discontinue, temporarily or permanently, any payment method without notice to the Buyer or giving any reason.
5.4 If the Buyer fails to make any payment pursuant to the terms and conditions of the payment method elected or payment is cancelled for any reason whatsoever, then without prejudice to any other right or remedy available to Filken, Filken shall be entitled to:
5.4.1 cancel the Contract or suspend deliveries of the Goods until payment is made in full; and/or
5.4.2 charge the Buyer interest on the amount unpaid at the rate of one per cent (1.0%) per month until payment in full is made (a part of a month being treated as a full month for the purposes of calculating interest).
5.5 All refunds shall be made via the Filken virtual payment account (“Filken Payment Account”). Filken offers no guarantee of any nature for the timeliness of the refunds reaching the Filken Payment Account. The processing of payment may take time and it is subject to the payment provider internal processing timeline. All costs associated with the refund process imposed by the processing bank and/or payment provider shall be borne by Filken. All refunds are conditional upon Filken’s acceptance of a valid return of the Goods. Filken reserve the right to modify the mechanism of processing refunds at any time without notice.
5.6 All payments for the purchased Goods must be made to Filken using the payment methods made available on the Platform only. Filken shall not be held responsible for any losses which may arise from payments made directly to Third Party Vendors or through payment methods apart from the available payment methods on the Platform.
The Services are subject at all times to the following:
a) We have the sole option to repair or (if in our sole discretion it is more commercially practicable to do so) replace your Product with an item of similar quality and specifications.
b) If we determine (in our sole discretion) that it is more commercially practicable to replace your Product instead of repairing it, the original Product shall be replaced with a similar product. Due to technological advances, the replacement Product may be of lower retail value than the original Product or it may be a Refurbished Product. If the original Product is replaced, the Services will cease from the date of replacement.
c) Repairs or replacements of the Product are limited to products purchased domestically.
FOR SERVICE REQUEST – CALL OUR SERVICE HOTLINE +1700 81 5006
When the Product failure occurs due to an electrical or mechanical defect or accidental damage, you may contact the Filken Care Support Hotline at +1700 81 5006 to report the failure. This hotline is available Monday to Saturday 9 a.m. to 6 p.m. in Malaysia, excluding local public holidays.
Our experienced customer service representatives will be ready to guide you through the Service process. To validate that your Product is covered by the Services, please ensure you keep all the proof of purchase, such as sales receipts, in a safe place.
Voucher Terms & Conditions
1. Vouchers are only valid on the Filken website and mobile website.
2. A valid code must be entered at the checkout page in order to redeem a Voucher.
3. Customers can only redeem up to one Voucher per day.
4. Customers can only use the Voucher for a one-time purchase only.
5. Voucher validity is limited in time and such validity period shall be as prescribed in any individual voucher policy.
6. Filken reserves the right to cancel or modify any order, or revoke the use of Vouchers for any reason, including the following circumstances:
(a) suspicious or fraudulent purchasing activity or Voucher use;
(b) Voucher abuse, including the use of multiple accounts or multiple checkouts associated with the same customer or group of customers; or
(c) Voucher used in bad faith (including resold Vouchers or use of Vouchers by customers purchasing products for the purpose of reselling)
7. Unless otherwise stated, Vouchers are not valid in conjunction with other promotions or discounts.
8. Additional terms and conditions may be specified in relation to specific Voucher (for example, duration, eligibility, discount amount and products covered), and will govern the use and redemption of those vouchers in addition to these terms.
9. Use of Vouchers by resellers is not tolerated, and Filken reserves the right to cancel orders which are deemed to display reseller behavior.
10. Vouchers are not exchangeable for cash.
11. Filken will not be liable and/or be required to offer replacement Vouchers, discounts, credits, cash or otherwise compensate customers for:
(a) discontinued or cancelled Vouchers;
(b) improper use of, or inability to redeem, a Voucher; or
(c) the inability to redeem a Voucher due to technical issues.
12. Filken reserves the right to change these terms & conditions or cancel any promotions at any time and without notice.