Return, Refund and Exchange policy

1. Items solThis Return, Refund and Exchange Policy applies to all purchases made from ON TIME TECH SDN. BHD. [202301039380 (1533300-P)] (“the Company”, “We”, “Us” or “Our”).

We take reasonable care to ensure that all computers, electronic devices and accessories are checked and properly packed before delivery. If there is an issue with your order, you may submit a request according to the terms below.

Eligibility

Products sold are generally not returnable, refundable or exchangeable unless:

  • The wrong product was delivered.
  • The product does not match the specifications, description, features or information advertised on our website.
  • The product arrived damaged, defective or faulty.
  • Essential components, cables, accessories or parts were missing upon delivery.
  • The delivery exceeded the timeline stated in our Shipping Policy.

All requests must be submitted within 30 days from the date of delivery. Requests submitted after this period may not be accepted.

Required Evidence

Customers must provide:

  • A valid order number or proof of purchase.
  • Clear photographs showing the product and reported issue.
  • A clear and continuous unboxing video showing the unopened parcel, shipping label, packaging and product received.
  • A video showing the product’s first use and reported defect, where applicable.
  • Photographs showing any missing components or accessories.
  • Any additional information reasonably requested by the Company.

Requests submitted without sufficient evidence may be rejected.

Condition of Returned Products

Returned products must:

  • Remain unused and in their original condition, unless testing was necessary to discover the defect.
  • Be returned in their original packaging.
  • Include all manuals, cables, adapters, accessories and complimentary items.
  • Retain all original labels, tags and serial numbers.
  • Be free from physical damage caused after delivery.
  • Not have been altered, dismantled or repaired without authorisation.

Customers should not attempt to repair, modify or dismantle a defective electronic product before contacting us.

Non-Eligible Requests

Returns, refunds and exchanges will not be accepted for:

  • Change-of-mind purchases.
  • Products ordered in the wrong model, colour, size, connection type or specification by the customer.
  • Compatibility issues where the product specifications were clearly stated.
  • Damage caused by misuse, negligence, accidents or improper installation.
  • Damage caused by unsuitable voltage, power sources or electrical connections.
  • Damage caused by liquids, impact, overheating or improper storage.
  • Products altered, dismantled or repaired without authorisation.
  • Normal wear and tear.
  • Minor colour differences caused by photography, lighting or screen settings.
  • Products with missing packaging, manuals, cables, accessories or complimentary items.
  • Clearance, promotional or specially ordered products, unless they arrived damaged, defective or incorrect.
  • Software-related issues caused by unsupported applications, malware or changes made by the customer.

Return Procedure

Customers must contact ontime-t@outlook.com before returning any product. Please provide your order details, a description of the issue and all required evidence.

Customers must wait for approval and return instructions. Products returned without prior approval may not be accepted.

After receiving the product, we will inspect and test it to verify the reported issue. Submission of a request does not automatically guarantee approval.

Refunds

If a refund is approved, it will be processed through the original payment method whenever possible.

The processing period may vary depending on the bank, payment gateway or financial institution. Administrative fees and other non-refundable charges will not be included unless the issue resulted from an error by the Company.

Exchanges

Approved exchanges are subject to availability. If the same product is unavailable, we may offer:

  • A suitable replacement.
  • An alternative product of similar value.
  • Store credit.
  • A refund of the approved amount.

If a more expensive replacement is selected, the customer must pay the difference.

Cancellation Policy

Orders may only be cancelled within 12 hours of purchase, provided they have not been processed, packed or shipped.

Once an order has been processed or dispatched, it cannot be cancelled. The Company may cancel an order due to product unavailability, incorrect pricing, payment issues, suspected fraud or other reasonable operational circumstances.

Right to Reject a Request

We reserve the right to reject a request if:

  • It is submitted after the applicable period.
  • Sufficient evidence is not provided.
  • The returned product does not meet the required conditions.
  • The product was damaged through misuse or improper handling.
  • The reported issue cannot be verified.
  • The request is fraudulent, misleading or abusive.

Contact Us

ON TIME TECH SDN. BHD.
Registration No.: 202301039380 (1533300-P)
Email: ontime-t@outlook.com