Return & Refund Policy

 
14 days return or exchange policy
 
If you are not 100% satisfied with your purchase for any reason, we will gladly accept return of packages within 14 days of the order date and issue a full refund.
 
We value your shopping experience on top of everything else, that is why we also accept exchange (for item of equal or lesser value) if the item does not live up your expectation or any other reasons. However, this return / exhchange policy does not apply to the sale or clearance items in which we already mentioned no refund nor return will be entitled for this. Also, we cannot extend this return / exchange policy to resellers of our product.
 
You have 14 calendar days to return / exchange an item from the date you received it.
 
To be eligible for a return / exchange, your product must be as follows:
  • Not used
  • in the same condition that you received it.
  • item must be in the original packaging/box
Return Procedures
 
  1. Access the "Orders History" section of your account.
  2. Select the order from which you wants to return an item.
  3. Select the product(s) that you wishes to return by checking the box next to its name(s).
  4. (optional) Add an explanation, in order for us to better understand you wants to return this product.
  5. Place the items in a box/ plastics bag. Send to below address:
  6. Under Big Roof Enterprise
    Lot 1-46 First Floor,
    Batu Pahat Mall, Jalan Kluang
    83000 Batu Pahat,
    Johor, Malaysia.
  7.  Send the box to us at any courier service. Once sent, kindly email to us and include in the tracking number at info@underbigroof.com for us to keep track on the delivery status.
 Exchange Procedures
 
Please request for exchange by emailing us at info@underbigroof.com within 14 days from the day the order is received. You have to include the following details in the email:
  • Order No:
  • Contact No:
  • Product to exchange:
  • Reason for exchange:
  • Product you like to have in exchanged:
 Shipping
 
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of refund shipping will be deducted from your refund. However, if we send the wrong or defective items to you, we will bear all the cost of return shipping (as long as you use the standard shipping method) and we will make sure we send the correct items to you, all at our expense.
 
Refunds

Once we receive your item, we will inspect it (usually within 72 hours of receipt) and notify you on the status of the refund after inspecting the items. If  the refund is approved, it will be processed and we will contact you to arrange the refund.