RETURN, EXCHANGE & REFUND POLICY

This Return, Exchange & Refund Policy applies to products sold by VEXTRA MALAYSIA, Registration No. [SSM NUMBER], trading as VEXTRA (“we”, “us”, “our” or “Company”).

By purchasing a product from us, you acknowledge and agree to the terms set out in this policy, subject always to your rights under applicable Malaysian law.

1. Change-of-Mind Purchases

We generally do not provide cash refunds where a customer simply:

• Changes their mind after purchase;
• Purchases the wrong model, colour, size or specification;
• No longer requires the product;
• Finds a lower price elsewhere;
• Purchases a product that is incompatible with their equipment despite accurate compatibility information being provided; or
• Fails to review the product description, specifications or compatibility information before purchasing.

At our discretion, an eligible product may be exchanged or converted into store credit if all of the following conditions are satisfied:

• The customer contacts us within seven (7) calendar days from the date the product was received or collected;
• Valid proof of purchase is provided;
• The product is unused, uninstalled and in resalable condition;
• Original packaging, seals, labels, manuals, accessories and complimentary items are complete and undamaged;
• The product’s serial number matches our sales records;
• The product is not excluded under Section 2 of this policy; and
• The customer agrees to pay any applicable return and redelivery charges.

All change-of-mind exchanges or store-credit requests are subject to our inspection and approval.

Nothing in this section limits or excludes any rights or remedies available to customers under applicable Malaysian law, including rights relating to defective, damaged, unsafe, incorrectly supplied or misdescribed products.

2. Products Excluded from Change-of-Mind Returns

Unless a product is defective or otherwise protected by applicable law, change-of-mind returns are generally not accepted for:

• Opened or activated software and licence keys;
• Digital downloads, activation codes and gift cards;
• Customised, configured, upgraded or specially ordered products;
• Products with registered or activated warranties;
• Products that have been installed or incorporated into another device;
• Opened earphones, headsets and other hygiene-sensitive products;
• Batteries, printer ink, toner and other consumables after opening;
• Clearance, display, refurbished or “as-is” products where the condition was disclosed before purchase;
• Products damaged through misuse, impact, liquid exposure, electrical surge or improper installation;
• Products repaired, modified or tampered with by an unauthorised person; and
• Products with missing or damaged packaging, accessories, labels, serial numbers or complimentary items.

These exclusions do not apply where a mandatory remedy is required under applicable Malaysian law.

3. Defective, Damaged or Incorrectly Supplied Products

Customers should inspect their products as soon as reasonably possible after delivery or collection.

Please contact us as soon as reasonably possible if a product:

• Arrives damaged;
• Is defective or does not function as reasonably expected;
• Is materially different from its description;
• Is missing an advertised component or accessory;
• Appears unsafe; or
• Is different from the product ordered.

For products damaged during delivery or incorrectly supplied orders, customers are encouraged to contact us within forty-eight (48) hours and retain the original packaging and delivery materials.

Failure to report an issue within 48 hours does not remove any legal right or remedy that cannot lawfully be excluded.

To assess a claim, we may request:

• Proof of purchase;
• Photographs or video recordings showing the issue;
• The product’s serial number;
• A description of the problem;
• Relevant diagnostic information; and/or
• Return of the product for inspection.

4. Available Remedies

After reviewing and inspecting the product, we may provide an appropriate remedy, which may include:

• Repair;
• Replacement;
• Exchange;
• Store credit;
• Price reduction; or
• Refund.

The appropriate remedy may depend on the nature and seriousness of the issue, the condition of the product, stock availability, manufacturer or distributor requirements and applicable Malaysian law.

Where a product failure is substantial or cannot reasonably be repaired or replaced, the customer may be entitled to a refund or another remedy as required by law.

Nothing in this policy is intended to exclude, restrict or limit any mandatory rights or remedies available to consumers under the Consumer Protection Act 1999 or other applicable Malaysian legislation.

5. Manufacturer Warranty Claims

Certain products sold by us may be covered by a manufacturer’s or distributor’s warranty.

Warranty periods, coverage and conditions vary depending on the product and manufacturer.

Where applicable, we may refer an eligible warranty claim to the relevant manufacturer, distributor or authorised service centre for assessment.

Warranty processing times may vary depending on the nature of the fault, availability of parts and the procedures of the relevant warranty provider.

Manufacturer warranty coverage does not replace or limit any mandatory rights available to customers under Malaysian law.

6. Conditions Not Normally Considered Defects

Unless caused by a manufacturing defect or otherwise covered by applicable law, the following conditions are generally not considered product defects:

• Normal wear and tear;
• Accidental or cosmetic damage;
• Cracked or physically damaged screens;
• Liquid or moisture damage;
• Damage caused by power surges or incorrect voltage;
• Improper installation;
• Misuse or failure to follow product instructions;
• Malware, viruses or account compromise;
• Unauthorised modification or repair;
• Compatibility issues where accurate product information was provided; and
• Normal deterioration of consumable components through ordinary use.

7. Return Procedure

Before returning any product, please contact us using the details below:

Telephone / WhatsApp: [NUMBER]
Email: [EMAIL ADDRESS]
Order / Return Reference: [ORDER/RETURN PROCESS]

Customers should not return products without first receiving our return instructions or a return authorisation number, where applicable.

All returned products must be securely packaged. Customers may be responsible for damage resulting from inadequate packaging during the return process.

8. Return Delivery Costs

For an approved change-of-mind return or exchange, the customer is responsible for applicable return and redelivery charges.

Where a product is defective, materially different from its description or incorrectly supplied, we will bear applicable return or redelivery costs where required by Malaysian law.

Depending on the circumstances, we may:

• Provide a prepaid return label;
• Arrange collection; or
• Reimburse reasonable return delivery costs after the claim has been assessed and approved.

9. Store Credit

Where store credit is approved:

• It will be issued based on the eligible product value actually paid by the customer;
• Non-refundable delivery or service charges will generally be excluded unless otherwise required by law;
• Store credit will be valid for [SIX/TWELVE] MONTHS from the date of issue;
• Store credit cannot be exchanged for cash unless required by law;
• Store credit cannot be resold or transferred without our approval; and
• Store credit must be used before its expiry date.

Where a cash refund is legally required, we will not replace that refund with store credit without the customer’s agreement.

10. Refund Processing

Approved refunds will generally be processed using the original payment method.

Refund processing may take approximately seven (7) to fourteen (14) business days after approval, depending on the customer’s bank, card issuer, payment processor or marketplace.

Delivery, installation and other completed service charges are generally non-refundable for change-of-mind requests.

This does not apply where the relevant service was defective or where a refund is otherwise required under applicable law.

11. Marketplace Purchases

Products purchased through marketplaces such as Shopee, Instagram, TikTok Shop or other third-party platforms are also subject to the relevant marketplace’s:

• Return period;
• Buyer-protection rules;
• Evidence requirements;
• Shipping and return procedures; and
• Dispute-resolution process.

Customers should submit return, refund or dispute requests through the relevant marketplace within its applicable time period.

Where applicable Malaysian law or a marketplace’s mandatory buyer-protection rules provide greater protection to the customer, those requirements will prevail to the extent of any inconsistency.

We reserve the right to update this policy from time to time. Any changes will be published on this page with an updated effective date.