Terms & Conditions

Agreement: This website is operated by E Cookware Group Snd Bhd (the “Company”). Throughout the site, the terms “we”, “us” and “our” refer to the Company. The Company, “Ella”, offers this website, including all information, tools, and services available from this site, to you, the user, conditioned upon your acceptance of all terms, conditions, policies, and notices stated here. By visiting our site and/or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions, including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including, without limitation, users who are browsers, vendors, customers, merchants, and/or contributors of content.

Communication: When you use ellacookware.com or you send an email to Ella, you are communicating with us electronically and therefore consent to receive communications from us electronically. Ella will be communicating with you by email or by posting notices on the website and/or social media channels and/or text messages/WhatsApp. You agree that all agreements, notices, disclosures, and other communication that Ella provides to you electronically satisfy any legal requirement that such communication is in writing.

Privacy policy: We have adopted a privacy policy that you should read in order to fully understand how we collect and use your information.

Copyrights: Images of people, products and places on this website are either property of Ella or our licensor. Unless otherwise noted, all contents included on this website (graphics, logo, text, design, photographs, video, button icons, digital brochures, images) are the property of Ella or its licensor, partners, or affiliates and are protected by Malaysian and international copyright laws. Any unauthorized use of any content or materials on this site is strictly prohibited and may violate copyright and trademark laws, and/or the laws of privacy, publicity, and/or communications regulations and statutes.

Promotions and promo codes: From time to time, Ella may offer promo codes that may apply to any or certain specified purchases made through our website. We are strictly not obligated to inform you of any upcoming promotions or promo codes beyond the current or existing promotions or promo codes. Every promotion and promo code will be subject to specific terms & conditions specified at the time the promo code is issued (including and not limited to the duration of the promotion's or promo code's validity) in addition to those mentioned in these Terms. 

If you have made a purchase on our website before a promotion is announced, Ella is not liable to extend the same promotion to you in the interest of fairness to our other customers. We have several ways of notifying the public of our promotions or promo code – we may send you the details via email (if you have signed up for our marketing emails, or we may advertise the promotion or promo code on our Website via a banner or pop-up message, or we may announce it on our social media channels, or we may advertise the promotion or promo code in any or all of our official partner showrooms that are listed on our website. 

We have the right to refuse you the use of any promotion or promo code once it is expired or fully redeemed. Depending on the promotion or promo code, a promo code may only be redeemed once for each customer. These codes may not be used in conjunction with any other discounts. Only one promotion/voucher/promo code may be used per order.

Free gifts & prizes: Any free gift and/or prize offered by Ella in relation to our promotions, contests, goodwill, and any other official events may not be returned, replaced, or resold to Ella for cash or credit value. During promotional periods, Ella may choose to offer free gifts. If you decide to return the product, free gifts must also be returned. If free gifts are not returned, the full retail value of the gift at the time of purchase will be deducted from your refund.

License: Any Ella product, or any part of Ella, may NOT be reproduced, duplicated, copied, sold, resold, visited, or otherwise exploited for any commercial purpose without the express of our written consent. You may not frame or utilize framing techniques to enclose any trademark, logo, or other proprietary information (including images, videos, text, page layout, or form) of Ella without express written consent. You may not misuse Ella services.

General condition: We reserve the right to refuse service to anyone for any reason at any time. You understand that your content (not including credit card information) may be transferred unencrypted and involve transmissions over various networks and changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks. The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.

Netiquette: Guidelines for commenting on the Ella Website / Facebook page / Instagram profile and all other social channels. 

Please always treat other users and us as you would like to be treated yourself. This means:

  • Remember that you are speaking to other people and not to a computer
  • Remain objective and do not use words or language that may be considered offensive towards Ella or other users
  • Respect the opinions of others
  • Respect Ella’s business model and operating procedures 

In order to preserve order to the pages, we reserve the right to remove comments/content/reviews from any part of the page/website.

Valid reasons for deleting a comment include:

  • The comment has been recognized as SPAM (the repeated posting of the same message or comments posted automatically)
  • The comment is written in a language other than English and Malay and Chinese and can therefore not be understood by us or our community
  • The comment is inappropriate or offensive or misleading or irrelevant to Ella or other users
  • The comment includes racist, sexist, or other discriminatory statements
  • The comment encourages violence towards third parties (including institutions or companies)
  • The comment is seeking to distribute hate propaganda and/or pornography
  • The comment is being misused for advertising purposes
  • The comment violates the rights of third parties (particularly copyright rights)
  • The contribution contains negative comments on the behavior or performance of Ella employees and the employee can be identified by attribution.

Data protection is important to us: As such, we will remove any comments in which personal information, such as full names, telephone numbers, addresses, or email addresses, is communicated. Please only send this personal information via email to support@ellacookware.com

Shipping & Delivery: Ella delivers to entire Malaysia for free via a third-party delivery service through an arm's length agreement. In purchasing our product, you agree to the delivery conditions as below:

  • Our promise is we deliver our products in 2- 4 working days in Klang Valley, 4-6 working days outside Klang Valley and 7 - 14 working days in East Malaysia.
  • A minimum order of RM1,000 is required for deliveries to East Malaysia
  • The delivery date can be scheduled based on case-to-case basis with a minimum of 5 days of advance notice. Delivery time is subject to our third-party delivery partner's and cannot be scheduled.
  • The delivery time frame may be longer during peak sales seasons such as and not limited to Hari Raya, Christmas, Chinese New Year, and more due to the high demand received by our third-party delivery partner. We will try our best to deliver within our normal delivery time frame, however, as the deliveries are made by a third-party delivery partner, we do not take any responsibility for any late delivery cases during high sales seasons.
  • Purchases made on Ella are shipped to customers for free within the above-mentioned delivery time frame.
  • Any additional costs to Ella such as and not limited to on-demand delivery will be charged to the customer in case of a return and deducted from the refund amount.
  • If you are not able to accept delivery, you must advise Ella before a delivery is attempted.
  • If the delivery is scheduled and you are not at home during the determined time, we reserve the right to charge RM50 as a compensation fee if the product will be returned.
  • Delivery dates and times are entirely subject to availability and scheduling by our third-party delivery partner, and not Ella. Our third-party delivery partner will usually contact customers after their purchase to arrange the delivery but this is wholly subject to them, and not Ella.

Price: The prices for products available for purchase through the site will be displayed to you on the site. The prices displayed include shipping costs and taxes. There are no hidden prices at checkout and all monetary transactions on the website take place in MYR (Malaysian Ringgit).

Payment: If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted. All direct payment gateways adhere to the standards set by PCI-DSS, as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers. For more insight, you may also want to read Shopify’s Terms of Service or Privacy Statement.

Installment plan paymentAtome works with debit card, credit card or bank transfer, we can offer you 0% interest,for 3 months instalment, all banks included. 

  1. Select Atome during checkout: If you already have an account, log in and proceed to pay. If you don't, sign up for an account in minutes.
  2. Make Payment: You'll pay 1/3 of the total bill first. The next two payments will be auto-deducted over the next 2 months without interest.
  3. Receive your Order: After you checkout, you get your items

Product availability: Ella reserves the right without prior notice to discontinue or change specifications on products and services offered on this website without incurring any obligations. Ella cannot guarantee product availability for all products at all times. Estimated back-in-stock dates are not guaranteed or confirmed. Customer purchases and orders are fulfilled on a first-come, first-served, basis.

Warranty: Please refer to our warranty section in order to fully understand the applied conditions.

Accuracy of information: Ella attempts to be accurate as much as possible. However, we do not warrant that product description or any content of services are accurate, complete, reliable, current, updated or error-free. If a product offered by Ella is not as described, your sole remedy is to return it in an unused condition. Ella does its best to display product colors shown on its website as accurately as possible. However, because the colors you see depend on your monitor, we cannot guarantee that your monitor's display of any color is accurate. We will not be held responsible for any discrepancy between the color displayed and the actual perceived color for the product itself.

Law: Any dispute or claim relating in any way to your use of Ella products and services or to any product sold by Ella through its website or different channels will be resolved by arbitration, rather than in court. Ella  and you agree that any dispute resolution proceedings will be conducted only on an individual basis and not in a class, consolidated or representative action.

Return policy: You can read it here

Refunds: We will refund your money after we have received the product back at one of our warehouses. The refund will be sent to the card or in the account that you have used to purchase it.

We reserve the right to amend the Terms & Conditions at any time.