If something is wrong with your order, please contact us and we will work with you to resolve it.
The reporting periods below form part of our standard returns process and do not limit any rights you may have under applicable Malaysian law.
What we accept
- Damaged in transit — report within 3 working days of delivery with photos of the packaging and damaged item.
- Wrong item sent — report within 7 working days. We will arrange the return and send the correct item at our cost.
- Faulty consumables — report within 5 working days so we can investigate promptly.
- Faulty hardware — covered by the 12-month warranty below.
Working days are Monday to Friday, excluding public holidays observed by our office. Please check your order as soon as it arrives.
Consumables such as thermal paper, labels and ribbons may deteriorate due to heat, humidity, sunlight, age or unsuitable storage. Damage caused by such conditions is not considered a manufacturing defect.
What we cannot accept
We do not accept returns for:
- Opened or used consumables where the product itself is not defective.
- Damage caused by misuse, incorrect installation, liquid, unauthorised repair or modification, or external events such as power surges.
- Change-of-mind returns where the goods supplied are correct and free from defects.
Our stock is supplied to order, so please confirm quantities, models and specifications before ordering.
Original packaging should be used where possible. If it is unavailable, the item must be securely packed for return. Missing original packaging alone does not affect any rights you may have under applicable law.
How to start a return
- Contact our admin via WhatsApp at +6011-5558 0839 or email [email protected].
- Provide your order number, details of the issue, and photos or a short video where possible.
- Wait for our confirmation and return instructions.
- Pack the item securely with its accessories.
Please contact us before returning any item.
Return shipping
We cover reasonable return shipping costs for:
- incorrect items supplied by us;
- transit damage for which we are responsible; or
- confirmed manufacturing defects covered by warranty or applicable law.
Other return or out-of-warranty shipping costs are normally the customer’s responsibility.
Repairs, replacements and refunds
Where appropriate, we may repair or replace a faulty item. A refund may be provided where the item cannot reasonably be repaired or replaced, a replacement is unavailable, or where required under applicable law.
Returned items are normally inspected within 5 working days of receipt. Approved refunds are normally processed within 14 working days after inspection.
Refunds will normally be made to the original payment method where possible. For manual bank-transfer payments, we may request verified bank account details before processing the refund.
Original delivery charges will be refunded where required by law or where the return resulted from our error, responsible transit damage or a confirmed manufacturing defect.
Hardware warranty
Hardware carries a 12-month warranty from the date of delivery, unless otherwise stated on the product page.
The warranty covers manufacturing defects and does not cover:
- physical or liquid damage;
- misuse or incorrect installation;
- power surges or other external damage;
- unauthorised repair or modification; or
- normal wear and tear of parts such as print heads and platen rollers.
Wear parts may still be covered where the failure is confirmed to be caused by a manufacturing defect.
Out-of-warranty hardware
Hardware outside the warranty period may still be sent to us for inspection. If repair is possible, we will advise you of the issue and repair cost before proceeding. We will not carry out a chargeable repair without your approval.
Out-of-warranty repair and shipping costs are normally the customer’s responsibility.
Consumables
Consumables such as thermal paper, label rolls and ribbons do not carry the same long-term warranty as hardware. Please report suspected defects within 5 working days so we can investigate promptly.
Statutory rights
Nothing in this policy excludes or limits any rights or remedies that apply under the Consumer Protection Act 1999 (Act 599) or other applicable Malaysian law.
Questions
Contact Jordan Ng on +6014-960 6096 (phone / WhatsApp) or [email protected].