Return & Refund Policy

  • Special Note:- Warranty period for local original set (smartphone/smartwatch/tablet) is set by the authorized distributor/manufacturer. Please refer to their respective terms and condition. Any negotiation regarding the warranty is between the owner of the device and the service center itself.

    How do I claim for warranty?


    STEP 1: Email iSmartec at hello@ismartec.my and provide the following details:

    • Name
    • Contact number
    • Delivery address
    • Tax invoice
    • Attached photo / video of faulty product



    STEP 2:
     Upon confirmation, a mailing address will be provided.

     

    STEP 3: Faulty products must be delivered in its original packaging (including accessories, manuals and documentation) to iSmartec.

    • Delivery costs to be covered by the customer.
    • iSmartec will cover delivery costs of replacement or repaired product to the customer.
    • Printed tax invoice will be required as proof of purchase.
    • Warranty claims which do not fulfill the steps above will not be processed due to missing information.

     

    What is the iSmartec Returns policy?

    Special Note:- All Smartphone/Smartwatch/Tablet or gadgets sold are not returnable. If in any situation that customer insists on returning the product within 7 days from the date of purchase, we will charge restocking fee of 20% or more, subject to the item and package condition verify by our technician and sales representatives.

     

    All items (except: smartphone/smartwatch/tablet) sold on www.ismartec.my are covered under the iSmartec Buyer Protection Guarantee and 100% Satisfaction Guarantee

    You can return your item to us within 3 or 14 calendar days depending on the policy. The countdown starts from the date you receive the item and we will track the date via the courier company. Any late response will not be entertained.


    Requirements for a valid return:

    • Proof of purchase (order number, tax invoice, etc)

    • Bank details in Manual Return Form for original payment is made from

    • Include printed Manual Return Form and iSmartec Tax Invoice in each return package box

    • Reason for return has to be valid and return acceptance conditions met (check out below)

    • Products must be delivered in its original packaging (including accessories, manuals, and documentation) to iSmartec. Delivery costs covered by the customer. iSmartec will cover delivery costs of replacement or working product to the customer. 

    • Warranty claims which do not fulfill the steps above will not be processed due to missing information.

    • You may want to return your item for any of the following reasons:

     

    Replacement Policy (1-To-1 Warranty)

    Special Note:- We strongly recommend that, upon receipt, you inspect the phone. If the package appears damage, it is advisable that you do not accept it. In the unlikely event that we deliver the wrong phone to you or that it is damaged; please notify us within 24 hours. We will not be liable for any claims after the given 24 hours.

     

    Scenario: Faulty and Broken during shipping or upon received the product (except: smartphone/smartwatch/tablet)

     

    Conditions:

    • Within three (3) days from the date you received the item

    • Fulfill all above valid return requirements

    • Customers to send in 3 photos of the defective product (front packaging, back packaging & product picture)

    • Additional 1 photo of the Poslaju parcel with the bubble wrap attached and 1 photo of the consignment note

     

    Solutions:

    • Exchange with a same model of the product.

     

    Return Policy

     

    Scenario: Change of mind (except: smartphone/smartwatch/tablet)

     

    Conditions: 

    • Within fourteen (14) days from the date you received the item

    • Fulfill all above valid return requirements

    • Seven (7) working day process

     

    Solutions:

    • Exchange with another product with same value 

    OR

    • Accepting full amount credit refund (credit valid for six (6) months) of purchase, excluding shipping fees and after deduction of the non-refundable payment gateway service charges* as indicated below:

    * 4% (GST NOT included) Non-Refundable Surcharge Apply, What is it?

     

    The 4% surcharge is paid to 3rd party payment gateway service providers when buyer using their service. We do not earn the surcharge, but the service providers. How does 4% surcharge calculate? Calculation Formula:

     

    (Total or Sub-Total * Surcharge) / (1 - Surcharge) = 4% Non-Refundable Surcharge

     

    Total product amount: RM200 + RM12 (6% GST)
    4% Surcharge = (RM212*0.04) / (1- 0.04) = RM8.83 + 6% GST

     

    How do I return an item?


    Before returning an item, check our iSmartec Return Policy to make sure your item is eligible for return.

    If your return meets all requirements, the return can be initiated via the Manual Return Form[Download]

    After the form is completely filled up, follow the steps below:

     

    1) Carefully pack the product(s) with the necessary document(s)

    2) Send to iSmartec. Delivery costs to be covered by customer. iSmartec will cover delivery costs of replacement product to customer.

     

    International Return Policy

     

    We are sorry that NO return is allowed for international sales.

     

    Can I return an item after the return policy coverage days?


    Your item cannot be returned after 14 calendar days.

     

    How long is the quality evaluation process?


    Replacement/ Refund process only begins after we have completed evaluating your returned item. 
    This quality evaluation process may take up to 2 business days.

    You will receive the credited amount for valid return within seven (7) working days. However, for credit card purchase, the refund will take approximately (10 - 14) working days to complete.

     

    International Orders


    All International sales are considered final by iSmartec and we apologize that there are no exceptions to our International Return Policy.

     

    A few points to remember:

     

    • iSmartec will NOT accept returns of items with obvious signs of use. If you return items in used condition, you will be responsible for the cost to have them shipped back to you.

    • If the goods/products have been used or damaged by the customer, there will not be any refund. Please pack the item properly as iSmartec will also not be responsible if your shipment is lost or damaged during the return transit.

    • Returns must be sent back to us only via reliable and traceable shipping methods (POSLAJU / GDEX preferably). iSmartec will not be responsible for refunding an untraceable packaged item.

    • We will credit refund the value of the item in 14-days if the replacement item is out-of-stock. This is the time frame required for us, payment gateway provider (MOLPay) or bank to process the refund request. However, if you paid by PalPay, the processing time for a refund will take up to 30 days.

    • Refunds are for the cost of merchandise only. iSmartec does not refund shipping and payment gateway charges*. 

    • For incorrect item(s), we will deliver to you the correct item(s) after we received the incorrect item(s). Exchanges are subject to availability. If the product is out of stock, you may wait until we are able to source additional items or request a refund.

     

    We will notify you via email as soon as your return has been received and checked by us. In the unlikely event that you have not received an email within 5 working days of returning your items, contact our Customer Service and we shall get back to you within 24 hours during business days.

     

    Please purchase if you agree to the above terms & conditions. Thank you.

     

     

    Where to return?


    If your item meets all the requirements, the return can be initiated via the Manual Return Form.

     

    Our address for returns is:

     

    iSmartec
    No.36G, Jalan OP 1/3, Pusat Perdagangan One Puchong, 47160 Puchong, Selangor Darul Ehsan, Malaysia.

    Please contact us at hello@ismartec.my or +6.03.5888.6150 if you have any questions or doubts.