Shipping, Cancellation & Refund Policy.

For standard, in-stock products, customers may request cancellation before Toclan Asia begins processing the order for dispatch. If the order has not yet been processed or dispatched, an approved cancellation will receive a full refund of the amount paid.

Please contact us as soon as possible, preferably within 12 hours of placing your order. The 12-hour period is a recommended request window, not a guarantee that an order can be cancelled. Once packing, processing or dispatch has begun, change-of-mind cancellations may not be accepted.

This restriction does not affect remedies available to customers under applicable Malaysian consumer protection laws.

If you receive an incorrect, incomplete, damaged or defective product, contact Toclan Asia with your order number, a description of the issue and relevant photographs. We encourage customers to report delivery-related problems within 7 calendar days after receiving the order so we can assist promptly. This recommended reporting period does not extinguish statutory consumer rights.

For eligible claims, Toclan Asia will assess the issue and provide an appropriate remedy, which may include repair, replacement or refund in accordance with applicable law. Customers should not return products before receiving return instructions.

Please keep your proof of purchase and, where practical, the product packaging and accessories. An absence of original packaging will not automatically invalidate a statutory claim concerning defective goods.

Change-of-mind returns for correctly supplied, non-defective products are generally not accepted once the order has been processed or dispatched.

Products purchased from third-party marketplaces or retailers should normally be reported through the respective seller or platform, without limiting rights available under applicable law.

Where a refund is appropriate, Toclan Asia will confirm the approved refund amount and payment arrangement after reviewing the request and, where necessary, inspecting the returned goods. Approved refunds will be initiated as soon as reasonably practicable. The time for the funds to appear depends on the original payment method, bank or payment service provider.

If an item is defective or materially different from what was ordered, Toclan Asia will bear the relevant return shipping costs where required under Malaysian law. For other approved discretionary returns, any applicable delivery or return fees will be communicated before the return is arranged.

Refunds for failed delivery, unfulfilled orders or other circumstances will be handled according to the facts and applicable legal requirements.

For standard in-stock items shipped within Malaysia, the estimated delivery window is 4–7 working days following order confirmation, subject to stock availability, destination, public holidays, courier schedules and other operational circumstances. This is an estimate, not a guaranteed arrival date.

Please provide an accurate shipping address and reachable telephone number when ordering. We do not generally ship to P.O. boxes. If a delivery is unsuccessful due to an incorrect address provided by the customer, reasonable re-delivery charges may apply; we will disclose these charges before arranging a second attempt.

To request an address change, contact us as soon as possible, preferably within 12 hours of ordering. Changes depend on the processing stage and courier availability. Tracking details will be shared once provided by the courier, where available.

If a material delay or stock issue arises, we will contact the customer to discuss available options and any applicable remedies.

Made-to-order hydroponic systems, greenhouse structures, installation projects, workshops and maintenance services may be subject to separate quotations or written service agreements. These documents should state project scope, deposit requirements, procurement commitments, milestones, cancellation terms and any agreed refunds.

Where these project-specific terms apply, they will be explained before acceptance and will remain subject to any applicable Malaysian laws and non-excludable rights.