Privacy Policy
Sustainability matters in the electrical and power industry because reliable systems should not only perform safely, but also support long-term efficiency and responsible operations. At IEP, our sustainability direction aligns with our commitment to innovation, customer experience, and environmental responsibility, especially as we expand regionally and support industries building for the future.
1. Purpose
To provide a clear process for handling customer returns, refunds, damaged goods, incorrect goods and
other order-related issues.
2. General Principle
IEP will handle returns and refunds in accordance with the applicable platform’s current rules, the
product listing terms, applicable law and any agreed warranty or commercial terms.
3. Eligible Issues
• Wrong item, missing items or accessories.
• Damaged, defective or non-functioning goods.
• Goods materially different from the approved product description.
• Non-delivery or other platform-recognized return/refund reasons.
• Other cases specifically permitted by the applicable platform or approved by IEP.
4. Customer Evidence
Customers may be requested to provide clear photographs, videos, parcel packaging, delivery
information or other evidence required to assess the claim.
5. Return Authorization
Customers should initiate returns/refunds through the relevant platform procedure unless IEP expressly
agrees to another process.
6. Inspection and Resolution
IEP may inspect returned goods. Depending on the circumstances, the resolution may include
replacement, refund, repair, credit or rejection of an unsupported claim, subject to platform rules.
7. Platform Procedures
Shopee currently provides platform-managed return/refund processes and recognizes reasons including
non-delivery, missing items, wrong items, damage and defects.
Lazada’s Malaysia terms provide for its applicable Easy Returns process and require sellers to manage
relevant return/refund matters under the applicable store policy.
8. Refund Timing
Refunds shall be processed through the applicable platform/payment mechanism and timing may
depend on the platform, payment method and verification process.
9. Fraudulent Claims
Suspected fraudulent, abusive or materially misleading claims may be escalated to the platform and
Management with supporting evidence.
10.
Orders, invoices, payments, returns, refunds and relevant correspondence shall be recorded and
retained according to Company requirements.
11. Authority and Accountability
Only authorized personnel may operate the corporate seller accounts or make binding commercial
commitments on behalf of IEP.
12. Review
This Policy shall be reviewed periodically to ensure alignment with IEP’s commercial objectives and platform requirements.