Return, Refund and Exchange Policy
We are committed to providing our customers with quality products and reliable service. To ensure a fair and transparent process for all customers, please read the following Return, Refund and Exchange Policy carefully before placing an order.
By placing an order with us, the customer acknowledges and agrees to the terms and conditions stated in this policy.
1. General Return, Refund and Exchange Policy
All items sold are non-refundable and non-exchangeable, except where the order falls under one of the circumstances specifically stated below.
A return, refund, or exchange request may be considered in the following situations:
- The merchant has sent the wrong item or an item that does not correspond with the customer’s order.
- The item received does not match the specifications, description, features, model, or other information advertised on our website.
- The item received is spoiled, damaged, defective, or otherwise not in acceptable condition upon delivery.
- The order has exceeded the delivery timeline stated in the Company’s Shipping Policy, subject to verification of the order and delivery status.
Any request that does not fall within the above circumstances may not be eligible for a return, refund, or exchange.
2. Inspection Upon Delivery
Customers are advised to inspect their parcel and the item immediately upon receiving the order.
Customers are strongly encouraged to record a clear and continuous unboxing video before opening the parcel. The video should clearly show the entire unboxing process, including:
- The unopened parcel;
- Shipping label and order information;
- The condition of the outer packaging;
- Internal packaging and protective materials;
- The item received; and
- The condition of the item upon removal from the packaging.
Customers should ensure that the unboxing video is continuous and clearly captures the parcel from the beginning of the unboxing process until the item has been fully removed and inspected.
This video may be required as supporting evidence for any return, refund, or exchange request.
3. Evidence Required for Refund, Return or Exchange
For any return, refund, or exchange request, customers are required to provide sufficient evidence to support their claim.
Depending on the nature of the issue, the following evidence may be required:
- A clear and continuous unboxing video showing the unopened parcel, shipping label, packaging, and item received.
- A clear video showing the first use or operation of the item, where applicable.
- Clear and relevant photographs showing the item, packaging, damage, defect, wrong item, or other relevant issues.
- Complete order details, including the order number and product information.
- Any other photographs, videos, documents, or supporting information reasonably requested by the Company.
For products where an issue can only be identified after use or operation, customers may be required to provide a first-use or testing video demonstrating the reported issue.
All evidence submitted must be clear, relevant, and sufficient for the Company to assess and verify the claim.
4. Submission Period
All return, refund, and exchange requests must be submitted to the Company via email at:
The request must be submitted within 24 hours from the time the customer receives the item.
To help us process the request efficiently, customers should include:
- Order number;
- Customer name;
- Contact information;
- Product name and/or model;
- Description of the issue;
- Clear photographs and videos; and
- Any other relevant supporting documents requested by the Company.
Customers are encouraged to report any issue as soon as it is discovered and should not wait until the end of the 24-hour period.
5. 24-Hour Reporting Requirement
The 24-hour reporting period applies to all return, refund, and exchange requests covered by this policy.
Any request submitted after 24 hours from the time the item was received will not be accepted.
Customers are responsible for checking their order promptly upon delivery and notifying the Company within the required timeframe if an eligible issue is discovered.
6. Requests Without Required Evidence
All return, refund, and exchange requests must be supported by the relevant evidence required by the Company.
Any request submitted without the required supporting evidence, including but not limited to:
- The required unboxing video;
- First-use video, where applicable;
- Relevant photographs;
- Order details; or
- Other supporting documents requested by the Company,
will not be accepted.
The Company may request additional photographs, videos, documents, or information if the evidence initially provided is insufficient to verify the claim.
Failure to provide sufficient evidence may prevent the Company from properly assessing the reported issue.
7. Wrong, Damaged, Spoiled or Defective Items
If the customer receives an item that is wrong, damaged, spoiled, or defective upon delivery, the customer must contact the Company within 24 hours of receiving the item.
Customers should provide clear photographs and videos showing the issue, together with the relevant order details.
Customers are advised to retain the original product, packaging, shipping label, accessories, and other materials received with the order until the claim has been reviewed and resolved.
The Company may request additional evidence or information where necessary to verify the condition of the item.
8. Product Does Not Match Website Information
If the item received does not match the specifications, description, features, model, or other information advertised on our website, customers may submit a claim within the required 24-hour period.
The Company will review the order information, product listing, photographs, videos, and other relevant evidence provided by the customer.
Where necessary, the Company may request additional information or evidence before determining whether the request qualifies for a return, refund, exchange, or other applicable resolution.
9. Delivery Delays
Where an order exceeds the delivery timeline stated in the Company’s Shipping Policy, customers may contact us to report the delay.
The Company will review the order and delivery information to determine whether the order qualifies for a refund or other applicable resolution under the Company’s Shipping Policy.
Delivery timelines may be affected by circumstances involving third-party delivery providers or other circumstances beyond the Company’s reasonable control. Such cases will be reviewed based on the relevant circumstances and available delivery information.
10. Change of Mind and Non-Eligible Requests
Returns, refunds, or exchanges are generally not available for reasons unrelated to the circumstances specifically stated in this policy.
This may include:
- Change of mind after placing an order;
- No longer wanting or needing the product;
- Ordering the wrong item;
- Selecting the wrong model, specification, or variation;
- Failure to check the product specifications before purchasing; or
- Personal preference or dissatisfaction unrelated to a product defect, damage, incorrect item, or inaccurate product information.
Customers are therefore advised to carefully review the product description, specifications, features, model, and other information available on the website before completing their purchase.
11. Review and Verification
All return, refund, and exchange requests are subject to review and verification by the Company.
Submitting a request does not automatically guarantee approval.
The Company may review the order details, product information, delivery records, photographs, videos, and other supporting evidence provided by the customer.
The Company may also request additional information or clarification where necessary before making a decision.
The final resolution will be determined based on the circumstances of the case and the evidence available.
12. Approved Refund, Return or Exchange
If a return, refund, or exchange request is approved, the Company will determine the appropriate resolution based on the circumstances of the case.
Depending on the situation, the resolution may include:
- Replacement with the correct item;
- Exchange for an eligible item;
- Repair, where applicable;
- Partial refund; or
- Full refund.
Where a return of the item is required, the customer must follow the return instructions provided by the Company.
Refund processing times may vary depending on the payment method, bank, payment provider, or other third-party financial institution involved.
13. Important Notice
Customers are strongly advised to record the entire unboxing process immediately upon receiving the parcel and retain the original packaging and related materials until the item has been fully inspected.
The unboxing video, first-use video, photographs, and other supporting evidence are important for verifying whether the item was incorrect, damaged, defective, spoiled, or different from the product information provided on our website.
Any return, refund, or exchange request submitted after the 24-hour period, or submitted without the required supporting evidence, will not be accepted.
The Company reserves the right to review each request based on the available information and evidence and determine whether the request qualifies under this policy.
Contact Us
If you have any questions regarding our Return, Refund and Exchange Policy, an existing order, or a product issue, please contact our customer service team using the information below.
Physical Address
97-1-12, P227, Jalan Bukit Gambir
11700 Gelugor, Pulau Pinang
Malaysia
Customer Service
Phone: 011-5874 1541
Email Address
For return, refund, or exchange requests, please ensure that your email includes your order number, product details, description of the issue, photographs, videos, and any other relevant supporting evidence.
Please remember that all eligible requests must be submitted within 24 hours of receiving the item.