At SMARTGREIT TRADING SDN. BHD. 202601009047 (1671145-M), we aim to ensure that all Goods are properly checked and delivered to our customers in good condition. Please read this Return, Refund & Exchange Policy carefully before placing an Order.
1. General Return, Refund & Exchange Policy
All Goods sold by Us are non-exchangeable and non-refundable, except in the circumstances specifically stated in this Policy.
A return, refund or exchange may be considered only where:
The merchant sent the wrong item;
The Goods received do not match the specifications, description, features or other information advertised on the Website;
The Goods received are spoiled, damaged or defective upon delivery; or
The delivery exceeds the delivery timeframe stated in Our Shipping Policy.
Any request that does not fall within the circumstances above may be rejected.
2. Required Evidence
To allow Us to properly review a return, refund or exchange request, You are required to provide sufficient evidence of the issue.
The following evidence may be required:
A. Unboxing Video
A clear and continuous unboxing video showing:
The unopened parcel;
The shipping label;
The original packaging;
The opening of the parcel; and
The Goods received.
The video should clearly show the condition of the parcel and Goods from the beginning of the unboxing process.
B. First-Use Video
Where applicable, You may also be required to provide a clear video showing the first use or testing of the Goods.
This may be required particularly for electronic products and accessories where the reported issue relates to functionality or performance.
C. Additional Evidence
We may request additional supporting information where reasonably necessary to assess the request, including:
Photographs of the Goods;
Photographs of the packaging;
Order number and Order details;
Product serial number, where applicable;
Delivery information;
Description of the issue; or
Other relevant supporting documents or evidence.
3. 24-Hour Reporting Period
All return, refund and exchange requests must be submitted to Us at:
Email: smartgreit@outlook.com
The request must be submitted within 24 hours of receiving the Goods.
The 24-hour period begins from the time the Goods are recorded as delivered to the delivery address provided in the Order.
4. Late or Incomplete Requests
Any return, refund or exchange request submitted after the 24-hour period may not be accepted.
Requests submitted without the required evidence may also not be accepted or may be delayed while additional information is requested.
You are therefore strongly encouraged to inspect the parcel and Goods immediately upon delivery and to record the unboxing process before opening or using the Goods.
5. Review of Requests
Once We receive Your request and supporting evidence, We will review the matter and may contact You for additional information.
Approval of a return, refund or exchange request is subject to Our assessment of the circumstances and the evidence provided.
If the request is approved, We will provide You with further instructions regarding the return, replacement or refund process.
You should not return any Goods unless We have provided return instructions.
6. Return of Goods
Where a return is approved, the Goods should generally be returned in their original condition and, where reasonably possible, with the original packaging, accessories, manuals and other items supplied with the Goods.
Goods that have been damaged, modified or misused after delivery may not qualify for a return, except where otherwise required by applicable law.
7. Refunds
Where a refund is approved, the refund will generally be processed using the original payment method, subject to the applicable payment provider and processing requirements.
The time required for the refund to appear in Your account may vary depending on the payment method or financial institution.
8. Exchanges and Replacements
Where an exchange or replacement is approved, We may provide a replacement for the affected Goods, subject to product availability.
If the same Goods are unavailable, We may offer an alternative resolution, including a refund, subject to the circumstances and applicable law.
9. Important Notice
Providing the required evidence does not automatically guarantee approval of a return, refund or exchange.
All requests will be reviewed based on the circumstances of the case, the evidence provided, the condition of the Goods and applicable laws and regulations.
Nothing in this Policy is intended to exclude or limit any rights or remedies that cannot legally be excluded or limited under applicable Malaysian law.
10. Contact Us
If You have any questions regarding shipping, delivery or Your Order, please contact Us:
Company Name:
SMARTGREIT TRADING SDN. BHD. 202601009047 (1671145-M)
Email:
smartgreit@outlook.com
Phone:
(+60) 1120924136
Address:
LOT 45-2, VANTAGE POINT, JALAN LENGGONG, SYMPHONY PARK, 11600 JELUTONG, PULAU PINANG