Terms of Service

1. About Us

This website, fitooos.com, is operated by Fitoo Sdn Bhd, trading as Fitoo, registered in Malaysia under registration number 202101040066(1440366-U), with its business address at 14,Tingkat 3,Jalan Dato Tan Seng Leong,86000,Kluang,Johor,Malaysia.

Throughout these Terms, “Fitoo”, “we”, “us”, and “our” refer to this business.

These Terms govern your use of our website and purchases from our store. Please read them before placing an order. Our online store is hosted on Shopify, which provides the platform we use to sell our products.

2. Using Our Website

You must have the legal capacity to make purchases, or use this website under the supervision of a parent or legal guardian.

You agree to provide accurate contact, billing, and delivery information and to keep your account credentials secure.

You must not use our website for fraudulent or unlawful purposes, interfere with its operation, or attempt to gain unauthorised access to our systems or other customers’ information.

3. Products and Product Information

Fitoo sells shoe cleaning kits and related shoe care products.

We aim to provide accurate product descriptions, images, prices, and availability information. Colours may appear differently depending on your screen.

Please read the product instructions and material compatibility information before use. Test cleaning products on a small, inconspicuous area first. Cleaning results may vary depending on the shoe material, its condition, and the type of stain.

These statements do not exclude any rights you have if a product is defective or does not match its description.

4. Prices and Payments

The currency and price applicable to your purchase will be displayed on our website and at checkout. Any applicable delivery charges, taxes, or additional charges will be shown before you confirm your order.

Prices and promotions may change for future purchases. Changes do not affect orders we have already accepted.

Payment must be completed using an available checkout method. Payments are subject to authorisation by the relevant payment provider. Your bank or payment provider may apply its own currency conversion or other fees.

5. Orders and Acceptance

Please review your order, delivery address, and contact information before completing checkout.

An automated order confirmation acknowledges receipt of your order. We accept your order when we confirm dispatch.

Before acceptance, we may decline or cancel an order for a legitimate reason, such as unavailable stock, failed payment, suspected fraud, or a material pricing or description error. If this happens, we will notify you and refund any payment received for the cancelled items, including any delivery charges that no longer apply.

If we discover an error affecting your order, we will explain it and, where appropriate, give you the option to proceed on the corrected terms or cancel for a refund. We will not charge an additional amount without your agreement.

6. Shipping and Delivery

We deliver to the destinations available at checkout. Delivery charges and available delivery estimates will be shown before you place your order.

Delivery estimates are not guaranteed dates unless expressly stated. If a significant delay occurs, please contact us so we can investigate and discuss the available options.

You are responsible for providing a complete and accurate delivery address. Please notify us promptly if you notice an error. Additional delivery costs caused by an incorrect address may be payable by you, subject to applicable law and agreement before the additional charge is incurred.

If a parcel is lost, damaged, or marked as delivered but has not arrived, contact us by email or WhatsApp. We will investigate with the courier and arrange an appropriate resolution. Using a courier does not remove our responsibilities under applicable consumer law.

7. Cancellations and Order Changes

If you need to cancel or change an order, contact us as soon as possible with your order number.

We will try to accommodate requests before dispatch, but changes may not be possible once an order has been processed or shipped. If your order has already shipped, please refer to our Return and Refund Policy.

This section does not limit any cancellation rights available under applicable law.

8. Returns and Refunds

Our Return and Refund Policy forms part of these Terms.

You may request a change-of-mind return within 14 days of receiving your order. Items must be unused, with original seals intact where applicable, and returned in their original packaging with all kit components and accessories.

For change-of-mind returns or customer ordering errors, the customer is responsible for return shipping costs. Original delivery charges are not refundable for these returns unless required by law.

If an item is damaged, defective, incomplete, or incorrect due to our error, Fitoo will cover the necessary return shipping costs and arrange an appropriate remedy.

Approved refunds are issued to the original payment method. Bank and payment provider processing times may vary.

Please read our full Return and Refund Policy for instructions and conditions. The conditions for change-of-mind returns do not limit your rights regarding faulty or incorrectly supplied products.

9. Intellectual Property

Website content, including our branding, product photographs, text, and graphics, belongs to Fitoo or its respective owners or licensors.

You may use the website for personal shopping purposes. You must not reproduce or commercially exploit our content without permission, except as permitted by law.

10. Reviews and Feedback

If you submit a review or feedback, it must reflect your honest experience and must not contain unlawful material, another person’s private information, or content that infringes someone else’s rights.

By submitting a review for publication, you allow us to display it in connection with the relevant product or our store. We will not alter it in a way that misrepresents your opinion.

11. Privacy

Personal information collected through our store is handled as described in our Privacy Policy.

Please review that policy to understand how information is collected, used, and shared when you browse our website, make a purchase, or contact us.

12. Website Availability and External Services

We take reasonable care to maintain our website but cannot guarantee uninterrupted access. Maintenance, technical issues, or events outside our control may temporarily affect availability.

Our website may contain links to third-party websites or services. Those services have their own terms and privacy practices. This does not affect our responsibilities for purchases you make from Fitoo.

13. Liability and Consumer Rights

Nothing in these Terms excludes or restricts any consumer guarantee, remedy, or liability that cannot lawfully be excluded or restricted.

Subject to those protections, we are not responsible for damage caused solely by misuse of a product or failure to follow clear product instructions. This does not exclude responsibility for defective products, inaccurate instructions, or our own acts or omissions where liability applies under law.

14. Governing Law and Complaints

These Terms are governed by the laws of Malaysia, without limiting any mandatory consumer protections that apply to your purchase.

If you have a complaint, please contact us with your order number and details of the issue. We will review your concern and work with you towards a resolution.

Nothing in these Terms prevents you from seeking assistance or pursuing a claim through a competent consumer authority, tribunal, or court.

15. Changes to These Terms

We may update these Terms by publishing a revised version on this website. Updates apply to future use and future orders and do not retrospectively change the terms of an order already accepted.

If any provision is found to be unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

16. Contact Us

For questions about these Terms or your order, contact us:

Trading name: Fitoo
Legal business name: [Legal Business Name]
Business registration number: [Business Registration Number]
Business address: [Business Address]
Email: admin@fitooos.com
WhatsApp: +60 11-5415 8380
Website: fitooos.com