Return, Refund and Exchange Policy

Definitions

For the purposes of this Return, Refund and Exchange Policy:

“Company” (referred to as either the “Company”, “We”, “Us” or “Our”) refers to POINT TECH MARKETING SDN BHD.
“Goods” refers to the items offered for sale on the Service, including but not limited to keyboards, mice, mouse pads, computer accessories, speakers, and other related products.
“Orders” means a request by You to purchase Goods from Us.
“Service” refers to the POINT TECH MARKETING SDN BHD website, accessible from https://pointtechmarketing.online/.
“You” means the individual accessing the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
“Return” means the process of sending purchased Goods back to the Company in accordance with this Policy.
“Refund” means the return of payment made by You for eligible Goods, subject to the terms and conditions of this Policy.
“Exchange” means the replacement of eligible Goods with another item, subject to availability and the Company’s approval.
“Supporting Evidence” means photographs, videos, Order information, receipts, documents or other evidence reasonably requested by the Company to verify a return, refund or exchange request.

This Return, Refund and Exchange Policy sets out the conditions under which Goods purchased through the Service may be returned, refunded or exchanged.

By placing an Order through the Service, You acknowledge that You have read, understood and agreed to this Policy.

1. General Return, Refund and Exchange Policy

1.1. All Goods sold by the Company are generally not exchangeable and are not refundable, except where the circumstances fall within the eligible conditions stated in this Policy.

1.2. The Company will only consider a return, refund or exchange request where the Goods received meet one or more of the following conditions:

The Company or merchant sent the wrong item;
The Goods received do not match the specifications, description, features or information advertised on the Website;
The Goods received are damaged, defective or otherwise faulty upon delivery;
The Goods are spoiled or otherwise unsuitable for use upon delivery, where applicable; or
The delivery of the Goods exceeds the delivery timeline stated in the Company’s Shipping Policy.

1.3. A request that does not fall within the circumstances stated above may be rejected.

1.4. The Company reserves the right to assess each request individually and determine whether the request qualifies for a return, refund or exchange.

1.5. Nothing in this Policy is intended to exclude or restrict any rights or remedies that cannot legally be excluded or restricted under applicable law.

2. Wrong Item Received

2.1. If You receive an item that is different from the item You ordered, You must notify the Company within 24 hours of receiving the item.

2.2. You will be required to provide sufficient evidence showing the item received and the Order details.

2.3. The Company may request an unboxing video, photographs, Order information, shipping label and other Supporting Evidence to verify the issue.

2.4. If the Company confirms that the wrong item was sent, We may provide an appropriate remedy, which may include an exchange, replacement or refund, subject to product availability and applicable law.

3. Item Does Not Match Website Information

3.1. If the Goods received do not materially match the specifications, description, features or other information advertised on the Website, You may contact Us to request an assessment.

3.2. The Company may compare the Goods received against the product information displayed at the time the Order was placed.

3.3. Minor differences in colour, appearance, packaging or presentation caused by photography, lighting, screen settings or manufacturer packaging changes may not necessarily qualify for a return, refund or exchange.

3.4. Where the Company determines that the Goods materially differ from the advertised information, an appropriate remedy may be provided in accordance with this Policy and applicable law.

4. Damaged or Defective Goods

4.1. If the Goods arrive damaged, defective or faulty, You must notify the Company within 24 hours of receiving the item.

4.2. You must provide clear Supporting Evidence showing the condition of the parcel and Goods.

4.3. The Company may request:

A continuous unboxing video;
Photographs of the unopened parcel;
Photographs of the shipping label;
Photographs of the packaging;
Photographs of the Goods;
A video showing the defect or damage;
A video showing the first use of the Goods, where applicable;
Order details; and
Other evidence reasonably required by the Company.

4.4. The Company may assess the evidence provided before approving a return, refund, replacement or exchange.

4.5. Where a defect is confirmed, the Company may provide an appropriate remedy depending on the circumstances, including replacement, exchange, repair or refund.

5. Spoiled or Unsuitable Goods

5.1. Where applicable, if the Goods are spoiled or otherwise unsuitable upon delivery, You must notify the Company within 24 hours of receiving the Goods.

5.2. You should avoid using or disposing of the affected Goods until the Company has completed its assessment, unless the Goods pose a safety or health risk.

5.3. Clear photographs, videos and other Supporting Evidence may be required.

5.4. If the Company confirms that the Goods were spoiled or unsuitable upon delivery, an appropriate remedy may be provided in accordance with this Policy and applicable law.

6. Delivery Exceeding the Shipping Timeline

6.1. If an Order exceeds the applicable delivery timeline stated in the Company’s Shipping Policy, You may contact the Company regarding the delayed Order.

6.2. The Company will review the Order and delivery status before determining whether the Order qualifies for a refund or other appropriate remedy.

6.3. Delivery delays caused by circumstances beyond the Company’s reasonable control may be assessed separately.

6.4. Such circumstances may include courier disruptions, severe weather, natural disasters, public holidays, festive periods, road closures, operational disruptions or other unforeseen circumstances.

6.5. The Company may request Order details, tracking information or other information necessary to investigate a delayed delivery.

7. Mandatory Unboxing Video

7.1. For refund, return or exchange requests relating to damaged, defective, incorrect or materially different Goods, You are required to provide a clear and continuous unboxing video where reasonably applicable.

7.2. The unboxing video should clearly show:

The unopened parcel before opening;
The shipping label;
The condition of the outer packaging;
The opening of the parcel;
The packaging inside the parcel;
The Goods received;
The condition of the Goods; and
Any visible damage, defect or discrepancy.

7.3. The video should be continuous and should not be materially edited, cut or interrupted.

7.4. The Company may reject a claim where the evidence provided does not sufficiently demonstrate the condition of the parcel and Goods at the time of receipt.

8. First-Use Video

8.1. Where applicable, the Company may require a clear video showing the first use or initial testing of the Goods.

8.2. This may be required particularly where the claimed issue relates to functionality, performance, operation or an alleged defect.

8.3. The video should clearly demonstrate the issue being reported.

8.4. You should not intentionally modify, dismantle, repair or otherwise alter the Goods before contacting the Company regarding a suspected defect.

8.5. Any unauthorised modification or repair may affect the Company’s ability to assess the claim.

9. Required Supporting Evidence

9.1. In addition to the unboxing video and first-use video where applicable, You may be required to provide:

Order number;
Name used to place the Order;
Proof of purchase;
Photographs of the Goods;
Photographs of the packaging;
Photographs of the shipping label;
Video evidence of the issue;
Description of the problem;
Delivery information;
Payment or transaction details where reasonably required; and
Other relevant documents or evidence requested by the Company.

9.2. Supporting Evidence must be clear, genuine and sufficiently detailed for the Company to assess the claim.

9.3. The Company may request additional evidence if the information initially provided is insufficient.

10. 24-Hour Request Period

10.1. All return, refund and exchange requests must be submitted to the Company within 24 hours of receiving the Goods.

10.2. The 24-hour period begins from the time the Goods are recorded as delivered or received by You or an authorised recipient, subject to applicable law.

10.3. You must contact the Company as soon as You discover any issue with the Goods.

10.4. Requests submitted after the 24-hour period may not be accepted, except where otherwise required by applicable law.

10.5. The Company strongly recommends that You inspect Your Order immediately upon delivery.

11. How to Submit a Request

11.1. All return, refund and exchange requests must be submitted by contacting the Company at:

Email: pointt.marketing@outlook.com

11.2. Your email should include:

Your full name;
Order number;
Date the Order was received;
Product name;
Description of the issue;
Clear unboxing video, where applicable;
First-use video, where applicable;
Relevant photographs; and
Any other Supporting Evidence requested by the Company.

11.3. The subject of the email should clearly indicate the nature of the request, such as “Return Request”, “Refund Request” or “Exchange Request”.

12. Requests Without Required Evidence

12.1. The Company requires sufficient evidence to verify that a return, refund or exchange request is genuine and relates to the Order placed.

12.2. Requests submitted without the required Supporting Evidence may not be accepted.

12.3. This includes requests where:

No unboxing video is provided where required;
The video is unclear or materially incomplete;
The video does not show the parcel before opening;
The shipping label cannot be verified;
The issue cannot be clearly identified;
The Order information cannot be verified; or
Other evidence reasonably requested by the Company is not provided.

12.4. The Company may request additional evidence before making a final decision.

13. Conditions of Returned Goods

13.1. Where a return is approved, the Company will provide instructions regarding the return process.

13.2. You must not return Goods before receiving return instructions from the Company.

13.3. Where reasonably applicable, returned Goods should include:

Original packaging;
Accessories;
Manuals;
Cables;
Components;
Tags;
Promotional items; and
Other items originally supplied with the Goods.

13.4. You should return the Goods in a condition that allows the Company to properly inspect and assess them.

13.5. The Company reserves the right to reject a return where the Goods have been intentionally damaged, substantially altered, misused or modified after delivery, subject to applicable law.

14. Return Shipping

14.1. Where the Company approves a return, We will provide instructions regarding the applicable return delivery arrangements.

14.2. Depending on the circumstances, the Company may arrange or reimburse reasonable return shipping costs where the return is due to an error attributable to the Company or where otherwise required by applicable law.

14.3. Where a return is not approved, the Company may not be responsible for any shipping costs incurred by You.

14.4. You should not send any Goods back to the Company without first receiving confirmation and return instructions.

15. Exchange Policy

15.1. Exchanges are only available for eligible cases approved by the Company.

15.2. An exchange may be considered where:

The wrong item was sent;
The Goods are confirmed to be defective or damaged;
The Goods materially differ from the advertised specifications; or
Another circumstance qualifies under this Policy or applicable law.

15.3. Exchanges are subject to product availability.

15.4. If the same replacement item is unavailable, the Company may offer an alternative remedy, such as a refund or another appropriate solution, subject to applicable law.

15.5. The Company reserves the right to determine whether a particular request qualifies for an exchange.

16. Refund Policy

16.1. Refunds are only available for eligible cases approved by the Company.

16.2. Where a refund is approved, the Company will process the refund using an appropriate payment method or the original payment method where reasonably possible.

16.3. The processing time for a refund may vary depending on the payment provider, bank or financial institution involved.

16.4. The Company does not control the processing time of third-party banks or payment providers.

16.5. You may be required to provide additional payment or transaction information to facilitate the refund.

17. Refund Amount

17.1. Where a full refund is approved, the Company may refund the applicable purchase amount paid for the eligible Goods.

17.2. Any refund relating to delivery charges, additional services or other fees will be assessed based on the circumstances of the case and applicable law.

17.3. Where only part of an Order is affected, the Company may provide a partial refund for the affected Goods where appropriate.

17.4. The Company will communicate the applicable refund amount when the refund request has been assessed and approved.

18. Change of Mind

18.1. The Company does not generally accept returns, refunds or exchanges simply because You have changed Your mind.

18.2. This may include situations where You:

Ordered the wrong product;
Selected the wrong model or specification;
Selected the wrong quantity;
No longer require the Goods;
Decided that the Goods are unsuitable for personal preferences; or
Changed Your mind after placing the Order.

18.3. Any exception is entirely subject to the Company’s approval and applicable law.

19. Incorrect Use or Customer-Caused Damage

19.1. A return, refund or exchange request may be rejected where the issue was caused by misuse, improper installation, improper handling, accidental damage, unauthorised modification or failure to follow the manufacturer’s instructions.

19.2. Where applicable, the Company may request photographs or videos to determine the cause of the reported issue.

19.3. This does not affect any rights or remedies that cannot legally be excluded or restricted under applicable law.

20. Inspection and Assessment

20.1. The Company reserves the right to inspect and assess Goods before approving a return, refund or exchange.

20.2. The assessment may include reviewing:

The unboxing video;
First-use video;
Photographs;
Order information;
Product condition;
Packaging condition;
Serial numbers or product identifiers, where applicable; and
Other relevant information.

20.3. The Company may contact You for clarification or additional evidence during the assessment process.

20.4. A refund, replacement or exchange will only be processed after the request has been reviewed and approved.

21. Fraudulent or Misleading Claims

21.1. The Company reserves the right to reject claims that contain false, misleading, altered or fraudulent information.

21.2. The Company may take appropriate action where it reasonably believes that a return, refund or exchange request has been made fraudulently or abusively.

21.3. This may include refusing future returns or exchanges where legally permitted.

22. Multiple Claims

22.1. Each Order may be subject to review based on the circumstances and Supporting Evidence provided.

22.2. Repeated or unreasonable return, refund or exchange requests may be reviewed more carefully to protect against misuse of the Policy.

22.3. The Company reserves the right to request additional evidence where necessary.

23. Non-Eligible Requests

Except where required by applicable law, the following situations generally do not qualify for a return, refund or exchange:

Change of mind;
Incorrect product selection by the customer;
Incorrect quantity selected by the customer;
Personal preference;
Failure to read the product description before purchasing;
Damage caused by misuse;
Damage caused by improper handling;
Unauthorised modifications or repairs;
Normal wear and tear;
Requests submitted after the 24-hour period; or
Requests submitted without the required Supporting Evidence.

24. Processing Time

24.1. The time required to review a return, refund or exchange request may vary depending on the complexity of the issue and the Supporting Evidence provided.

24.2. The Company will make reasonable efforts to review requests as promptly as practicable.

24.3. Additional time may be required where the Company needs to communicate with courier providers, suppliers, manufacturers, payment providers or other relevant parties.

25. Company’s Decision

25.1. The Company will review each eligible request based on the information and evidence provided.

25.2. The Company may approve or reject a request after completing its assessment.

25.3. Where a request is approved, the Company will provide instructions regarding the applicable return, replacement, exchange or refund process.

25.4. The Company reserves the right to request further information where the evidence provided is insufficient.

26. Consumer Rights

26.1. This Policy is intended to establish the Company’s standard procedures for handling returns, refunds and exchanges.

26.2. Nothing in this Policy is intended to exclude, restrict or override any consumer rights, guarantees, warranties or remedies that cannot legally be excluded or restricted under applicable Malaysian law.

26.3. Where applicable law provides You with rights that are more favourable than the terms of this Policy, those rights will continue to apply.

27. Changes to This Policy

27.1. The Company reserves the right to update or amend this Return, Refund and Exchange Policy from time to time.

27.2. Any updated version will be published on the Website with a revised “Last Updated” date.

27.3. You are encouraged to review this Policy periodically.

27.4. Changes to this Policy will generally apply to Orders placed after the updated Policy becomes effective, unless otherwise required by applicable law.

28. Governing Law

28.1. This Return, Refund and Exchange Policy shall be governed by and construed in accordance with the laws of Malaysia.

28.2. Any dispute arising out of or relating to this Policy, a return, refund, exchange or Order shall be subject to the applicable laws and jurisdiction of Malaysia.

28.3. Nothing in this Policy limits any mandatory rights or remedies available to consumers under applicable Malaysian law.

29. Contact Us

For all return, refund or exchange enquiries, please contact Us using the information below:

POINT TECH MARKETING SDN BHD
27, JALAN AU 5D/9,
LEMBAH KERAMAT, 54200,
KUALA LUMPUR W.P.,
KUALA LUMPUR, MALAYSIA

Email: pointt.marketing@outlook.com
Contact Number: +6011-1280 3417
Website: https://pointtechmarketing.online/

Important Reminder

All return, refund and exchange requests must be submitted within 24 hours of receiving the Goods.

Customers are required to provide a clear and continuous unboxing video showing the unopened parcel, shipping label, packaging and Goods received, together with a clear first-use video where applicable, as well as any relevant photographs, Order details or other Supporting Evidence requested by the Company.

Requests submitted after the 24-hour period or without the required Supporting Evidence may not be accepted, subject always to any mandatory rights or remedies available under applicable law.