We want you to be completely satisfied with your purchase. This policy explains your rights under Malaysian law, including the Consumer Protection Act 1999, and how returns, exchanges, and refunds are handled. Please read this together with our Shipping Policy and Cancellation Policy.
1. Eligibility for Returns
To be eligible for a return:
- You must submit a return request within 7 calendar days from the date you receive the item.
- The item must be in the same condition as when you received it: unused, with original manuals, and packaging intact.
- Proof of purchase (such as a receipt or order number) is required.
Only the following hardware devices are eligible for returns: Essential, Pro, Ultimate, Cash Drawer, and Thermal Receipt Printer.
2. Damaged, Faulty, or Incorrect Items
Please inspect your item upon delivery. If you notice any defect, damage, or if the item differs from what you ordered, contact us immediately. We may request photographic or video evidence to assess the issue.
If your claim is approved, we will cover the cost of return shipping for defective, damaged, or incorrect item(s).
3. Non-Returnable Items
The following items are not eligible for return or refund (unless defective or incorrect):
- Software, whether purchased as a monthly, 6-month, or 12-month prepaid plan.
- Thermal receipt paper rolls.
4. Exchanges
We operate a no-exchange policy.
5. Refunds
Once we have received and inspected your returned item, we will notify you of the outcome of your refund request.
If approved, the refund will be processed to your original payment method within 14 business days. Please note that processing times may vary depending on your bank or payment provider.
6. Return Shipping Costs
If the return is due to our error (for example, you received the wrong, damaged, or defective item), we will cover both outbound and return shipping costs.
7. Your Rights Under Malaysian Law
Under the Consumer Protection Act 1999, goods sold in Malaysia are expected to be of acceptable quality, meaning they should be safe, durable, and free from defects. You are entitled to a replacement, repair, or refund if goods fail to meet these standards.
Any disclaimers or policies (such as "no returns") must be clearly stated before purchase; otherwise, they may not be enforceable.
8. How to Request a Return or Refund
To request a return or refund:
- Contact us via email at contact@shiokpos.com, stating your order number and reason for return.
- If your request is approved, we will provide further instructions and a return address.
9. Changes to This Policy
We may update this policy from time to time to reflect changes in legislation or business practices. Any updates will be published on this page, and the "Last updated" date above will be revised accordingly.
10. Contact Us
For questions about this Refund Policy, please contact us at contact@shiokpos.com or via our Contact Us page.