Terms & Condition

Last updated: 19 September 2026

These terms and conditions apply to the use of itoliceramic.com and to every quotation, order, delivery and collection from Itoli Ceramic Sdn Bhd (“Itoli Ceramic”, “the Company”, “we”, “us”). By using the website, requesting a quotation or placing an order, you (“the Customer”) agree to them.

1. Use of the website

The website is provided for information and for requesting quotations. You may not use it for any unlawful purpose, attempt to gain unauthorised access to it, or copy its content, images or product data for commercial use without our written permission. All text, photographs, product images, logos and design on the website belong to Itoli Ceramic or its brand partners.

2. Product information

We take care to describe products accurately, but tiles and sanitary ware are natural and manufactured goods and small variations are normal. Colours on screen depend on your device and may differ from the actual product. Tile shade, texture, thickness and size can vary between production batches, and stone-look and wood-look designs vary from piece to piece by design. The best way to confirm a product is to view it at the showroom before ordering. Availability shown on the website is not a guarantee of stock.

3. Quotations

A quote request made through the website or by WhatsApp is not an order. We will confirm prices, availability and delivery estimates in a written quotation. Unless stated otherwise, a quotation is valid for 14 days, prices are in Malaysian Ringgit, and stock is not reserved until an order is confirmed. Quantities should be calculated with a wastage allowance; our tile calculator gives a starting estimate, and we recommend confirming the final count with our staff.

4. Orders and payment

An order is confirmed when we issue an invoice and receive payment as stated on it. Goods will be dispatched, or released for collection, only after full payment is received unless we have agreed other terms in writing. Prices are subject to change without notice until an order is confirmed.

5. Returns, exchanges and claims

  • Goods sold are non-returnable, non-refundable and non-exchangeable. Please confirm the product, colour, size, quantity and batch before you order.
  • Check the goods on delivery or collection. Any complaint about the goods, including shortages, breakages or a wrong item, must be made within three (3) days of delivery or collection, with photographs.
  • No claim will be entertained after the goods have been installed. Installation is taken as acceptance of the goods.
  • Where a claim is accepted, we will replace the affected goods or credit their value at our discretion. Our liability is limited to the price paid for the goods concerned.

6. Delivery

  • Delivery is available within the Klang Valley. Delivery charges apply to all orders and are quoted separately.
  • Delivery is scheduled from the Company’s available time slots after payment is received. We will contact the Customer to confirm the delivery details beforehand. Delivery dates are estimates only; the Company is not liable for delays and may deliver earlier than estimated.
  • Items sourced from outside the Klang Valley may take 7 to 14 working days to arrive. Working days are Monday to Friday, excluding Malaysian public holidays and any Company closure announced on our social media.
  • Unloading is provided at ground floor only: to the car porch or main entrance of a landed property, or to the ground-floor loading bay of a condominium, apartment or other high-rise building. The Customer must arrange any help needed to move the goods beyond that point.
  • The Customer must provide a correct delivery address and a reachable phone number, and someone must be present to receive the goods. Delivery to P.O. boxes is not available.
  • Goods will not be left unattended unless the Customer requests it in writing, and the Company is not responsible for any loss or damage after delivery. If a delivery fails because nobody is available, return and re-delivery charges apply.
  • Any change to the delivery address must be emailed to itoliceramicsb@gmail.com within 12 hours of the order being placed. Changes requested after 24 hours from order confirmation may incur additional charges, borne by the Customer. The Company is not liable for failed deliveries caused by incorrect delivery details.

7. Collection from the warehouse

Orders may be collected from our warehouse in Sungai Buloh during showroom hours. Our staff will advise you when the goods are ready. Please call before coming, especially for collection outside the usual hours, and bring a copy of your invoice.

8. Liability

Nothing in these terms limits any right you have under Malaysian consumer protection law that cannot be excluded. Subject to that, the Company is not liable for any indirect or consequential loss, including installation costs, loss of time or loss of business, arising from the goods, from delay, or from use of the website. Advice given by our staff on suitability, quantities or installation is given in good faith; the final decision, the installer’s workmanship and site conditions remain the Customer’s responsibility.

9. Privacy

Personal data you give us is handled as described in our Privacy Policy.

10. Governing law

These terms are governed by the laws of Malaysia, and any dispute is subject to the jurisdiction of the Malaysian courts.

11. Changes

We may update these terms from time to time. The version on this page at the time you place an order applies to that order.

Contact

Itoli Ceramic Sdn Bhd, AL 121, Showroom E2, 13th Miles, Jalan Subang, Kampung Baru Sungai Buloh, 47000 Shah Alam, Selangor. Phone +603-6156 8866, email itoliceramicsb@gmail.com, or use the contact page.