Can I change my username? Ans: Created usernames cannot be changed, however, you can re-register to use a different username.
Can I have a username that is not my email? Ans: Your username doesn't have to be an email address but we recommend you use an email address to make it easy to remember.
Do I need a Linde account number to register for the Linde eShop? Ans: If you are not an existing Linde customer, you can still register for a Linde online shop account as a cash customer. This will allow you access to My Account and perform online purchases.
How do I change my password? Ans: You can change your password in your profile once you sign in. To do so, please follow the steps below: 1. Sign into your Linde online account with your current user name and password 2. In the ‘My account’ page, click on ‘Show more my profile options' and select 'Contact Information'. 3. Click 'Change password' button option in the right panel 4. Fill in the password information required and click on 'Save changes' to save your new password.
How do I register? Ans: If you are an existing Linde customer and would like to register for an online account, click here and follow the prompts on screen. If you are a new customer to Linde, click here to register online and create a Linde Trading Account and follow the instructions on screen.
I've forgotten my password - what should I do? Ans: Resetting your password is easy. In the 'Sign In' column, click on "password" in 'Forgot your password?' When the ‘Retrieve password’ screen appears, enter your email address in the 'Enter email*' field and click ‘Submit’. We will email you a temporary password to your email address. You can then sign in where you will be prompted to change your password to something of your choice. If you require further assistance, please contact our Customer Care Center at 1800 883 888.
I've forgotten my username - what should I do? Ans: Resetting your username is easy. Click on "username" in 'Forgot your username?' When the ‘Forgotten username’ screen appears, enter your email address in the 'Enter email*' field and click ‘Submit’. We will send you a reminder email containing your login details. If you require further assistance, please contact our Customer Care Centre at 1800 883 888.
Registering on the Linde website Ans: If you have an existing account with Linde and don't have a document number such as an order reference number, invoice or delivery docket number, please contact our Online Support team on 1800 883 888. If you don't have an existing account with Linde, you can sign up as a new customer online and create a Linde Trading Account.
What browsers does the Linde eShop support? Ans: Linde strongly recommends you keep your browser updated to the latest version for the best possible experience on the Linde eShop and to ensure maximum web security.
Linde eShop supports the following browsers: - Microsoft Internet Explorer (version 9 and above) - Mozilla Firefox - Google Chrome - Apple Safari
We have phased out support for older browsers. Supporting older browsers limits our ability to develop new technologies to make your Linde website experience better and more secure. The vast majority of our users are on modern browsers, and by focusing our development on these modern browsers, we are able to more quickly enhance the Linde website experience.
How can I cancel my order? Ans: If you want to cancel your online order which has been submitted, you need to call our Customer Service Centre at 1800 883 888.
How can I change my order? ans: If you want to change your online order which has been submitted, you need to call our Customer Service Centre at 1800 883 888.
How do I remove items from my shopping cart? Ans: Simply select the bin icon next to the item you wish to delete.
I am having difficulties continuing through to the Order Summary Ans: Please check whether you have entered a Purchase order number/Reference. If you continue to have difficulties, please contact Linde Customer Care Center on 1800 883 888.
How do I view an invoice online? Ans: 1. Sign into the Linde eShop. 2. In the ‘My account’ page, click on ‘Show more self services' and select 'Invoices'. 3. If you wish to view an invoice, select the particular invoice and click on 'Show Document'.
How do I pay an invoice using credit card? Ans: 1. Sign into the Linde eShop. 2. In the ‘My account’ page, click on ‘Show more self services' and select 'Invoices'. 3. To pay an invoice(s), select the invoice you wish to pay by ticking the box next to the invoice date. Then select the 'Pay selected invoices' button. 4. Follow the screen prompts to proceed with payment using your credit card.
Besides credit card, how can I make payment to Linde Malaysia? Ans: You can make TT payment or cheque bank-in to the following Linde account:
Account Name: Linde Malaysia Sdn. Bhd Bank Name: Citibank Berhad Bank Address: Control Department Level 44, Menara Citibank 165 Jalan Ampang 50450 Kuala Lumpur Account Type: Current Account Account No: 0-114587-028 Swift Code: CITIMYKL
How do I add a new credit card to my Linde account? Ans: 1. Sign in to the Linde eShop. 2. In the ‘My account’ page, click on ‘Go to Profile' 3. In the ‘My Account Profile’, select 'Payment Card Information'. 4. In the Payment Card Information tab, select 'Add new card' button. 5. Enter your card information. You will need to fill out payment card type, payment card number, cardholder’s name and expiry date (Please note: if you wish to make this card your default payment card, please tick the box). 6. Click the ‘Add card’ button to save the new card details.
How do I pay my account balance online? Ans: 1. Sign into the Linde eShop. 2. In the ‘My account’ page, click on ‘Show more self services' and select 'Account Balance and Statements'. 3. In the 'Account Balance and Statements' tab, you can: - pay any amount (click on 'Pay Amount' button), - pay outstanding account balance (click on 'Pay Outstanding Balance' button), or - view and pay selected invoices (click on 'View & Pay invoices' button). 4. Select the appropriate option and follow screen instructions to pay using credit card.
I cannot download my invoice / statement Ans: Please allow 48 hours from invoice issue date for it to be available online. Once the invoice is available, please click on 'Show Document' in the Pay Invoices page.
What payment methods do you accept online? Ans: We accept Visa and Mastercard for online invoice payments.
What is your returns policy? Ans: To view detail about our Returns, Warranties and Refunds policy, click here.
Warranties Ans:For Linde branded products within warranty period, Linde will be the contact point for the warranty claim and shall facilitate in order to process the customer’s claim.
For non-Linde branded (OEM) products within warranty period as per agreement with principles, Linde will be the contact point for the warranty claim and shall facilitate in order to process the customer’s claim.
In event of equipment breakdown within manufacturer's warranty period, Linde will provide repair service through Linde Staff or 3rd Party. A replacement equipment may be provided (subject to availability) until customer-owned equipment is repaired. The replacement period would be determined on case-by-case basis and would depend on nature of repair required.
Returns Ans: In case of off-spec product delivery, Linde will replace with standard product.
Faulty or defective goods delivered; goods wrongly delivered to you or not what you ordered Ans: If you wish to return or exchange your product, please contact us at 1800 883 888 within 14 days of receiving your goods or, in the case of faulty or defective goods, within 14 days of you becoming aware of the fault or defect. We will discuss making arrangements with you to have the product replaced with standard product or returned for refund, provided that:
1. It is an item sold on linde.com.my/shop and not one purchased by you either directly or indirectly outside of linde.com.my/shop (for example, goods bought through a Sales Centre or a Linde Distributor or Gas Agent). 2. The item(s) are returned in the same condition that they were received in with any original packaging (except in the case of goods that became faulty or defective later during the warranty period). 3. You must supply a copy of the Linde Malaysia invoice and the Delivery Note for the goods as proof of purchase.
Returns will be checked by Linde Malaysia before any refund is given. Linde Malaysia reserves the right to charge for the return freight whereby a customer has simply changed their mind and may also charge a restocking fee.
Linde Cylinder Upgrades Ans: Providing our customers with the very latest in cylinder technology and safety is of utmost importance to Linde. In the years ahead, we will continue to invest in new cylinders and upgrades to ensure that when you do business with us, you can be even more confident in the package we provide.
Cylinder Sizes Ans: Linde cylinder sizes are denoted by a letter code and the gas content of cylinders is measured in cubic meters.
Cylinder Charges Ans: For cylinder orders, the following charges are applicable: * Cylinder deposit * Monthly Rental (12 months payable in advance), and * Product charge
Cylinder deposit is refundable upon return of the cylinder in working condition. However, after 12 months from order date, if the customer does not return the cylinder, the deposit will be forfeited. The cylinder will then be treated as an outright sale to the customer.
If the customer returns the cylinder before the 12 month period, a refund of the rental (calculated on a daily pro-rated basis) will be paid to the customer.
Please contact our Customer Service Centre at 1800 883 888 for more information.
How do I view my cylinder holdings? Ans: 1. Sign in to the Linde eShop. 2. When My Account page appears, click on "Re-order Gas and Cylinder Holdings" in the Open Services for My Account. 3. Your current cylinder holdings will be displayed.
How do I add a product to my shopping cart? Ans: 1. Once you have found the product you wish to purchase simply click the ‘Add to Cart’ button displayed with the product. Make your selections and click ‘Add to Cart’. 2. Once you have added the item to your shopping cart you can keep on browsing Linde eShop until you are ready to checkout. 3. You can view your shopping cart at any time during your shopping process by simply clicking the ‘Shopping Cart’ button located on the top menu bar.
If you are reordering gas, you can login and use the 'Re-order' option located above the category bar.
How do I repeat a previous order? Ans: 1. Sign into the Linde eShop. 2. When My Account page appears, click on "Re-order Gas and Cylinder Holdings" in the Open Services for My Account. 3. Check against the selected items for reorder and key in the correct quantity for purchase and return. 4. Click on the 'Add to cart and checkout' button. Proceed to complete the checkout process. 5. Alternatively, you can click on the 'Frequently Ordered' tab. Here, you can key in the order quantity of the items you want to purchase. Then click the 'Checkout' button.
How do I search for a product? Ans: 1. Type a Keyword or Part Number into the Search box located in the middle of the top menu bar. 2. Press enter on your keyboard or click the magnifying glass button. 3. The search results page will appear showing you all the matching results.
How do I view my shopping cart? Ans: Click on the ‘Shopping cart’ icon located on the top right hand corner of the menu bar. A list of the products that are currently in your cart will appear.
I've finished shopping, how do I checkout? Ans: 1. Click the ‘Checkout’ button located on the top menu bar. 2. When the ‘Shopping Cart’ page appears, review your products. 3. Click the 'Checkout' button at the bottom right. 4. Next, in the Delivery page, select the delivery mode - 'Delivery' or 'Collect'. Ensure that the delivery address is correct. If you have any special delivery instructions, please enter them on this page. Enter a Purchase Order number / reference. Then click on 'Continue to Order Confirmation' button. 5. In the Confirm Order page, select your payment method. If you have a credit account with Linde, you can choose to pay by Linde account or credit card. 6. Click the 'Confirm Order' button to submit your order. An email confirmation will be sent to you.
How do I view my delivery address? Ans: 1. Sign in to the Linde eShop. 2. In the My Account page, click on 'Go to Profile', followed by 'Show More My Profile options’ 3. In the My Account Profile, select 'Delivery Information'. 4. You can view your default delivery address as well as other registered addresses (if applicable) in the drop down box. 5. You can also perform various functions: - add new address by clicking on the 'Add New Address' button - edit address by clicking on the 'Edit Address' button - change default delivery address if you have multiple delivery addresses. Just select an address from the drop down list and select the 'Set as Default' button.
How do I view my orders and deliveries? Ans: 1. Sign in to the Linde eShop. 2. When My Account page appears, click on "Order Tracking" in the Open Services for My Account. 3. In 'Orders and Deliveries, you can search by using Linde order reference number, delivery note, invoice or the purchase order number. 4. You can also use search filters such the start and end dates, order status and order category, then click on the ‘Update List’ button. If you have access to multiple accounts, ensure that you select the correct Account from the 'Show orders to' drop down list.
Is my order on its way? Ans: 1. Sign in to the Linde eShop. 2. When My Account page appears, click on "Order Tracking" in the Open Services for My Account. 3. In 'Orders and Deliveries, you can search for and view current status of your order.
Can I collect my order on the same day? Ans: Orders may be collected on the same day, subject to the Sales Centre opening hours and stock availability. Please contact the relevant Sales Centre directly to confirm your pick up.
Can someone else collect my order on my behalf? Ans: Yes, you can nominate someone else to pick up your order during the checkout process. If you're sending someone else to pick up your order, they will need to bring the order details for our reference.
How do I place a Collect order? Ans: Step 1. Add products to the Shopping Cart. Browse or search the catalogue or re-order from your cylinder holdings or previous orders. Step 2. Checkout & select your store. Click on the Checkout button at the bottom right. Click on the 'Collect' radio button. In' Store to pick up from', select the closest Sales Centre from which to pick up your order Step 3. Check and Confirm Order. Before processing, check that your order is correct. Then select the 'Continue to Collect & Payment' option button. Step 4. Fill in order details for Collect & Payment. Fill in your payment details and any special instructions. If someone else is picking up the order on your behalf, please provide their name. Lastly, remember to enter a Purchase Order Number / Reference for your reference. Step 5. Review your order and Submit. Before submitting your order, please review the order summary carefully. We recommend that you print the order details which can be found via a link on the “Order Submitted” page, and present this to our Sales Centre staff when picking up.
What do I need to bring with me when I collect my order? Ans: Whether picking up your order yourself or on behalf of someone else you will need to bring the order details with you so our Sales Centre staff can quickly find your order.
For gas products, please note that you will be required to have a suitable vehicle to transport gas, due to our cylinder safety standards. Please refer to our Guidelines for Gas Cylinder Safety for more information.
How long are orders kept for collection? Ans: Collect orders will be kept and reserved for you up to 5 working days from the day you place your order. After 5 working days, please contact the Sales Centre before collecting your order to ensure stock availability.
What happens if the item I want is out of stock? Ans: Our Sales Centre staff will notify you of any item that is not available. If the Sales Centre doesn’t supply a particular product, you will not be able to place an order for that item and will be notified during Checkout process.
Returns & Exchange
How do I return and/or exchange my purchase(s)? Ans: Please refer to our Returns, Warranties and Refunds Policy page here for details on how you can return your item(s).
How do I download a Proof of Delivery (ie Delivery Note - DN)? 1. Sign in to the Linde eShop. 2. When My Account page appears, click on "Order Tracking" in the Open Services for My Account. 3. In 'Orders and Deliveries, you can search by using Linde order reference number, delivery note, invoice or the purchase order number. 4. If the Delivery Note is available online, click on Show Document to download the Delivery Note.
Please note, it can take up to 4 weeks for the DN to become available on the website. If you require further assistance please contact our Customer Service Centre at 1800 883 888.