Return, Refund and Exchange Policy

This Return, Refund and Exchange Policy applies to all purchases made through the website operated by SMARTSOFT SOLUTIONS SDN. BHD. (“Company”, “We”, “Us”, or “Our”).

We aim to ensure that all Goods are properly inspected, packed, and delivered to customers in accordance with their Orders. However, if You experience an issue with an item received, please review this Policy carefully before submitting a return, refund, or exchange request.

By placing an Order through Our Website, You acknowledge and agree to the terms and conditions of this Return, Refund and Exchange Policy.

1. General Return, Refund and Exchange Policy

Unless otherwise stated in this Policy or required by applicable law, all Goods sold by the Company are not exchangeable and are not refundable.

We do not accept returns, refunds, or exchanges simply because You:

• Changed Your mind;
• No longer want the item;
• Ordered the wrong product;
• Ordered the wrong size, specification, model, or variant;
• Purchased the item by mistake;
• Found the item unsuitable for Your intended use;
• Decided that You no longer need the item; or
• Purchased the item from another source and no longer require it.

However, the Company may consider a return, refund, or exchange where one of the eligible circumstances described below applies.

2. Eligible Reasons for Return, Refund or Exchange

A return, refund, or exchange request may be considered only where:

2.1 Wrong Item Sent

The Company may accept a return, refund, or exchange if We sent You an item that is different from the item You ordered.

Examples may include:

• Incorrect product;
• Incorrect model;
• Incorrect variant;
• Incorrect quantity; or
• Other material differences between the Order and the Goods received.

The Company will review the Order details and supporting evidence before determining the appropriate resolution.

2.2 Product Does Not Match the Website Description

A return, refund, or exchange may be considered if the Goods received do not materially match the specifications, description, features, or other material information advertised on Our Website at the time of purchase.

This may include circumstances where the item received materially differs from the product information provided on the Website.

Minor differences in product appearance, packaging, colour, labeling, or manufacturer packaging may not necessarily qualify where such differences do not materially affect the product’s specifications, functionality, or features.

2.3 Damaged or Defective Item

A return, refund, or exchange may be considered where the Goods are received:

• Damaged;
• Defective;
• Broken;
• Non-functional; or
• Otherwise materially damaged upon delivery.

Customers are strongly encouraged to inspect the parcel and Goods immediately after receiving the delivery.

Damage that occurs after delivery due to misuse, accidental damage, improper installation, unauthorized modification, negligence, or normal wear and tear may not qualify for a refund or exchange.

2.4 Delivery Exceeds the Stated Delivery Timeline

A refund request may be considered where the Order exceeds the delivery timeline stated in the Company’s applicable Shipping Policy.

Our standard delivery timeframe is within 7 days for deliveries within Malaysia.

Delivery delays caused by circumstances outside the Company’s reasonable control may be reviewed separately.

Such circumstances may include:

• Severe weather;
• Flooding;
• Natural disasters;
• Courier disruptions;
• Public holidays;
• Transportation disruptions;
• High-volume periods;
• Incorrect delivery information provided by the customer;
• Recipient unavailability; or
• Other circumstances beyond the Company’s reasonable control.

3. Evidence Required for Refund, Return or Exchange Requests

To protect both customers and the Company and to allow Us to properly investigate a claim, customers are required to provide sufficient evidence when submitting a return, refund, or exchange request.

The following evidence may be required:

3.1 Unboxing Video

Customers must provide a clear and continuous unboxing video showing the complete process from the unopened parcel until the Goods have been fully removed and inspected.

The unboxing video should clearly show:

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

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

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

3.2 First-Use Video

Where applicable, customers may also be required to provide a clear video showing the first use or initial testing of the item.

This may be particularly relevant for computer accessories and computer peripherals where the issue cannot be identified from photographs alone.

The video should clearly demonstrate the issue being reported.

Customers should avoid attempting repairs, modifications, disassembly, or alterations before contacting the Company, as doing so may affect the assessment of the claim.

3.3 Photographs and Supporting Documents

The Company may request additional evidence, including:

• Clear photographs of the Goods;
• Photographs of the packaging;
• Photographs of the shipping label;
• Photographs of visible damage;
• Photographs showing product specifications or model numbers;
• Order confirmation;
• Order number;
• Proof of purchase;
• Delivery information;
• Videos demonstrating the reported issue;
• Screenshots;
• Serial numbers; or
• Other supporting documents reasonably required to investigate the claim.

Customers must provide the requested information within the timeframe specified by the Company.

4. 24-Hour Claim Period

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

Customers must contact Us as soon as possible if they believe that the Goods received are:

• Incorrect;
• Damaged;
• Defective;
• materially different from the advertised product; or
• subject to another eligible issue described in this Policy.

The request must be submitted within the 24-hour period.

Requests submitted after the 24-hour period may not be accepted.

Customers are therefore strongly advised to inspect their parcel and Goods immediately upon delivery.

5. How to Submit a Request

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

Email: smartsoft_solutions@outlook.com

The email should include:

• Full name;
• Order number;
• Date of purchase;
• Date the Goods were received;
• Product name;
• Reason for the request;
• Description of the problem;
• Clear unboxing video;
• First-use video, where applicable;
• Relevant photographs; and
• Any other supporting evidence requested by the Company.

Incomplete requests may delay the assessment process.

6. Requests Without Required Evidence

The Company requires sufficient evidence to verify and assess return, refund, and exchange claims.

Requests submitted without the required evidence may not be accepted.

In particular, where an unboxing video is required but the customer is unable to provide a clear and continuous video showing the unopened parcel, shipping label, packaging, and Goods received, the Company may be unable to verify whether the reported issue existed before or during delivery.

Similarly, where a first-use video is reasonably required to demonstrate a product issue, failure to provide such evidence may affect the Company’s ability to assess the claim.

7. Assessment of Claims

Once We receive a return, refund, or exchange request and the required supporting evidence, We will review the information provided.

The Company may assess:

• The Order details;
• Product specifications;
• Photographs;
• Unboxing video;
• First-use video, where applicable;
• Packaging condition;
• Delivery information;
• Product condition;
• The nature of the reported defect or discrepancy; and
• Other relevant information.

We may contact You if additional information or evidence is required.

Submission of a return, refund, or exchange request does not automatically guarantee approval.

The Company reserves the right to determine whether a request qualifies under this Policy, subject to applicable law.

8. Approved Returns

If a return is approved, the Company will provide instructions regarding how and where the Goods should be returned.

Customers should not return Goods before receiving instructions from the Company.

Goods returned without prior approval may not be accepted.

Returned Goods should, where reasonably possible, be:

• Properly packaged;
• Protected against damage during transportation;
• Returned with the relevant accessories;
• Returned with original packaging where applicable; and
• Accompanied by the relevant Order information.

9. Condition of Returned Goods

Where a return has been approved, the Goods may be inspected upon receipt.

The Company may reject a return where the Goods have been:

• Intentionally damaged;
• Modified;
• Altered;
• Repaired without authorization;
• Disassembled;
• Misused;
• Improperly installed;
• Used contrary to the manufacturer’s instructions; or
• Damaged after delivery due to circumstances attributable to the customer.

This does not affect any mandatory rights or protections available to customers under applicable law.

10. Exchange

Where an exchange is approved, the Company may, depending on product availability:

• Replace the Goods with the same product;
• Provide an equivalent replacement; or
• Offer another appropriate resolution.

An exchange is subject to product availability.

If the same product is no longer available, the Company may offer an alternative solution, including a refund where appropriate.

11. Refund

Where a refund is approved, the Company will process the refund according to the applicable payment method and the Company’s processing procedures.

The time required for the refund to appear in Your account may depend on:

• The payment method used;
• The relevant bank;
• The payment service provider; and
• Processing times outside the Company’s control.

The Company does not guarantee a specific timeframe for a third-party payment provider or bank to complete a refund.

12. Refund for Wrong or Defective Goods

Where the Company determines that the wrong, damaged, or defective Goods were supplied and the claim is approved, We may provide an appropriate remedy, which may include:

• Replacement;
• Exchange;
• Refund; or
• Another appropriate resolution.

The specific remedy will depend on the circumstances of the case, product availability, and applicable legal requirements.

13. Refund for Delivery Delays

Where a refund request is made because delivery has exceeded the applicable delivery timeframe, the Company will review the Order and delivery records before determining whether the request qualifies.

A delay caused by circumstances outside the Company’s reasonable control may not automatically qualify for a refund.

The Company may consider information provided by the relevant delivery provider when assessing a delivery-related claim.

14. Shipping Costs for Approved Returns

Where the Company determines that a return is required because We sent the wrong item or because the Goods were damaged or defective upon delivery, the Company may provide appropriate instructions regarding the return shipping arrangement.

Customers should not incur return shipping expenses without first receiving instructions from the Company where reimbursement is expected.

Return shipping arrangements may vary depending on the circumstances of the approved claim.

15. Non-Eligible Returns and Refunds

The following situations generally do not qualify for a return, refund, or exchange:

• Change of mind;
• Incorrect product selection by the customer;
• Customer ordered the wrong model;
• Customer ordered the wrong specification;
• Customer ordered the wrong variant;
• Customer no longer wants the product;
• Customer purchased the wrong item;
• Product is incompatible with equipment that the customer owns where the compatibility information was available or reasonably ascertainable;
• Damage caused by misuse;
• Damage caused by improper installation;
• Damage caused by unauthorized modification;
• Damage caused by accidents;
• Damage caused after delivery;
• Normal wear and tear;
• Missing evidence required under this Policy;
• Claims submitted after the 24-hour claim period; or
• Any other circumstances that do not fall within the eligible reasons stated in this Policy.

16. Computer Accessories and Peripherals

For computer accessories and computer peripherals, customers are responsible for checking product specifications and compatibility before placing an Order.

This may include checking:

• Connector type;
• Port compatibility;
• Operating system requirements;
• Device compatibility;
• Power requirements;
• Product dimensions;
• Technical specifications;
• Supported devices; and
• Other relevant product requirements.

The Company will not normally accept a return, refund, or exchange solely because a product is incompatible with a customer’s device where the product specifications were accurately provided on the Website.

17. Software, Drivers and Compatibility Issues

Certain computer peripherals may require software, drivers, applications, operating system support, or other technical requirements.

Customers are responsible for reviewing applicable product requirements before purchase.

Where a product does not function due to an incompatible operating system, unsupported hardware, incorrect configuration, or other compatibility issue unrelated to a product defect, the matter may not qualify for a return, refund, or exchange.

18. Manufacturer Packaging

Manufacturers may change product packaging, labeling, colours, designs, or other packaging elements without prior notice.

Minor packaging differences do not necessarily constitute grounds for a return, refund, or exchange where the Goods supplied are otherwise the correct product and meet the advertised specifications.

19. Promotional and Discounted Goods

Promotional Goods, discounted Goods, clearance Goods, or Goods purchased using special promotional offers may be subject to additional conditions.

Unless otherwise stated, the same eligibility requirements under this Policy apply to promotional purchases.

A discount or promotional price does not automatically create an additional return or refund right.

20. Fraudulent or Abusive Claims

The Company reserves the right to investigate suspicious, fraudulent, misleading, or abusive return, refund, or exchange requests.

We may reject a claim where We reasonably believe that:

• Evidence has been manipulated;
• The Goods have been intentionally damaged;
• The claim contains false or misleading information;
• The customer has misrepresented the condition of the Goods;
• The customer has repeatedly abused the return or refund process; or
• The request is otherwise fraudulent or unlawful.

The Company may take further action where necessary and permitted by law.

21. No Unauthorized Repairs

Customers should not attempt to repair, modify, disassemble, alter, or otherwise tamper with Goods that are believed to be defective before contacting the Company.

Unauthorized repairs or modifications may affect the Company’s ability to determine the original condition of the Goods and may affect eligibility for a return, refund, exchange, or warranty claim.

22. Refund Processing

Once a refund has been approved, the Company will initiate the refund through the appropriate payment method or process.

The actual time required for the funds to be credited to the customer may vary depending on the bank, payment provider, card issuer, or other financial institution involved.

The Company shall not be responsible for delays caused by third-party financial institutions after the refund has been properly initiated.

23. Policy Does Not Affect Statutory Rights

Nothing in this Return, Refund and Exchange Policy is intended to exclude, restrict, or limit any rights, guarantees, protections, or remedies that cannot lawfully be excluded, restricted, or limited under applicable Malaysian law.

Where applicable law provides a customer with rights that are inconsistent with this Policy, the applicable legal requirements shall prevail to the extent of the inconsistency.

24. Changes to This Policy

The Company reserves the right to update, amend, or modify this Return, Refund and Exchange Policy at any time.

Changes may be made to reflect:

• Changes in our products;
• Changes in our business operations;
• Changes in our return procedures;
• Changes in payment or delivery arrangements;
• Changes in applicable laws; or
• Other operational requirements.

The updated Policy will be published on the Website with the relevant “Last Updated” date.

25. Contact Us

For any return, refund, or exchange request, please contact Us using the information below:

SMARTSOFT SOLUTIONS SDN. BHD.

Email: smartsoft_solutions@outlook.com

Contact Number: +601172276779

Address:
35, JALAN DESIRAN MALAWATI 1/1,
TAMAN DESIRAN MALAWATI,
45000 KUALA SELANGOR,
SELANGOR, MALAYSIA.

Website: https://smartsoft-solutions.online/

Important Reminder

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

Customers must provide the required supporting evidence, including a clear and continuous unboxing video showing the unopened parcel, shipping label, packaging, and Goods received, together with a first-use video where applicable, as well as relevant photographs, Order details, and other supporting documents requested by the Company.

Requests submitted after the 24-hour period or without the required evidence may not be accepted.

By placing an Order through Our Website, You acknowledge that You have read, understood, and agreed to this Return, Refund and Exchange Policy.