Support — ELS Source

Support

Orders, fit questions, returns and warranty. If something isn't right, send us your enquiry with your quotation or order reference and a photo. Online ordering is not open yet; orders are arranged by quotation.

What do "Confirmed on quote", "In stock", "Incoming" and "Special order" mean?

Confirmed on quote means we confirm compatibility, availability and delivery before you order. When a listing shows In stock, it is inspected, sellable stock held in our Sibu store. Incoming means it is on order from our supplier and not yet counted as available; ask us about the arriving batch. Special order means we do not stock it; we confirm the specification and lead time with you before you pay.

I'm not sure which part fits. What should I do?

Use Find My Part. Send dimensions, the application and a photo, and we'll confirm the exact part and its matching accessories before you pay.

How is delivery charged?

Sibu collection is free. Sibu local delivery and Sarawak parcel rates are confirmed before you pay. Freight for long, heavy and larger items is quoted before payment. See Delivery & collection.

How does collection work?

Collection is by appointment once your order is confirmed ready. Please wait for collection instructions before travelling. We give you the collection address and appointment when your order is ready.

How do returns work?

Contact us before you install, cut or alter the item, with your quotation or order reference and photos. See Returns for the steps.

Is there a warranty?

ELS Source provides the product warranty on the items it supplies, and workmanship is warranted by whoever installs the item. See Warranty for the detail.

Do you install?

Installation is arranged by your installer; we supply the product and its technical information. Want flooring, wall panels or glass installed? Ask ELS+ about a separately contracted installation.

What we're responsible for

ELS Source supplies the item and is responsible for its specification, availability, delivery and product support. Installation and workmanship belong to whoever carries out the work. Suitability for your application is confirmed by your designer or installer. We will give installers the product information they need.

Policies

Quotation terms

Delivery, returns, warranty, payment and cancellation terms for your items are set out in your quotation. If any of these is missing, ask us before you accept.

Cancellation

Before you accept a quotation, nothing is ordered or charged. After you accept, the cancellation terms in your quotation apply. Special-order items are ordered for you, so check their cancellation terms before you accept.

Returns, and wrong or unsuitable items

Contact us before you install, cut or alter the item.
Keep it with its packaging and labels.
Send your quotation or order reference with photos.
We confirm the next step under your quotation's returns terms.

Delivery damage or a short delivery

Where you can, check the packaging and items when they arrive.
Photograph the packaging, the label and the items, and keep everything.
Don't install a damaged item.
Tell us as soon as you can, with your quotation or order reference.

Refused delivery is covered by the delivery terms in your quotation.

Warranty

ELS Source provides the product warranty on the items it supplies; the terms for each item are confirmed in your quotation, so check them before you accept. Workmanship is warranted by whoever installs the item: ELS+ where you contract the installation with ELS+, otherwise your own installer. Keep your quotation or order reference; we'll ask for photos of the issue.

Privacy: how your enquiry is handled

Who handles it: ELS Source is owned and run by ELS. Your enquiry is handled by the ELS team.
What we collect: your contact details, your enquiry text, the product details you send and any photos you attach (images only, up to 3, 4 MB in total).
Why: to answer your enquiry and prepare a quotation.
How it travels: the form sends it by email, through an email delivery service, to the ELS Source enquiry inbox, where the ELS team reads it.
Where it is kept: the website keeps no database copy. The email is held in the enquiry inbox. The email delivery service also keeps a record of sending it, under its own terms.
Your reference: a reference number is shown only once the email service has accepted your email.
If sending fails: your details stay in the form so you can try again. You can also use the contact options on this page.
Your details: to ask us to see, correct or delete them, contact us using the options on this page, reply to our message, or send a request through the enquiry form, quoting your reference.