CANCELLATION AND REFUND POLICY
The MSLI RESOURCES SDN BHD (1303218-V) (hereafter referred to as “MSLI”) is committed to adhere to fair practice for cancellation and refund purchase.
In the event that you are eligible for the exchange and warranty:
Either MSLI is responsible for the arrangement of the courier or shipment to return the defective product or you are responsible for the arrangement of the courier or shipment to return the exchange product.
Any return postage will be borne by MSLI or customer (based on the return reason).
Upon receipt of defected product, a replacement product will be sent to the same shipping address when you checkout unless stated otherwise.
In order for us to send a replacement, the customer MUST send the defective item to MSLI for our verification and warranty claims if any. Once received, it may take up to 2 weeks for us to ship out the new replacement. This is because MSLI will need to check, verify, and confirm the status of the defective product(s). Alternatively we may ship out the replacement unit immediately upon confirmation by our product manager.
All refunds will be made via online banking within 2 weeks and depending on the appointed bank refund policy in which your receipt of the refund will depend on the period of time your financial institution takes to finalise the refund. MSLI shall not be liable with respect to any loss, damage, cost or expense that you or any person may incur as a result of any delay in your financial institution processing the said refund.
The Customer shall be responsible for the risks and condition of the Product to be returned until it reaches us at MSLI logistic office. The Customers are advised to pack safely the Product to prevent any loss or damage to the Product or its box or its original packaging.
RETURN DEFECTIVE ITEM
Defective product MUST be returned in a complete set together with the box and a copy of the invoice. All replacements or exchange of Products shall be effected subject to stocks availability.
Item returned MUST be valid order from MSLI Trading or other MSLI online marketplace and not more than 1 year from date of purchase.
Item returned MUST not have any damage such as broken or missing parts.
Replacement only will proceed once MSLI Quality and Assurance Checker (QAC) checks and verifies the root cause of the defect. This process is time-consuming. It could take up to 2 weeks depends on the issue and complexities of the defect.
The Customer is required to send back the affected Product(s) to us via a reliable courier service company to our main office at the following address:-
MSLI Logistic Department,
54B, 2nd Floor, Block 4,
Worldwide Business Centre
Jalan Karate 13/47 Seksyen 13,
Shah Alam, 40100 Selangor.
Alternatively, the customer may bring the affected Product(s) to MSLI head office located in the abovementioned address. Please be noted that the customer WILL NOT receive a replacement on the spot due to the unknown condition of the returned item(s). MSLI can only proceed if the QAC has checked and verified the root cause of the defect as mentioned above on, Return Defective Item.
- In the case of some defective product(s), we shall not refund or replace them with new goods. However, our Quality and Assurance Team will check the returned goods and verify for defects. If a defect were found, we will attempt any possible solutions to fix the issue and shall send to you only the repaired goods.
- In the case of beyond repair, we will issue a replacement for the product(s) and we will bear the cost for returning the goods to you.
- However, prior to replacement, it is obligatory for you to return the defective items to us for testing and quality checks to confirm that the defect originates from us. With the confirmation of defects, replacements will be made within 2 weeks.
- Please be advised that the cost of shipping will not be refunded. The total amount you will receive will be the amount of the item only. We reserve the right to charge a 10% restocking fee for non-defective returns.
IF YOU NEED HELP WITH YOUR ORDER OR WANT TO UTILIZE THIS RETURN, PLEASE FEEL FREE TO EMAIL US
Send an email to firstname.lastname@example.org and describe your problem and the reason of your return together with the photos of the defective item. Our customer support will reply to you as soon as possible (within 24 hours during business days only).
Please include the mandatory information in your email.
Order ID : (from the platform that you purchase with us, e.g EasyStore, Lazada, Shopee, etc.)
Contact number :
Reason of Return :
CHANGES & CANCELLATIONS
- Changes and cancellations pertain to your orders including goods ordered, your personal details (including delivery address), and payment details (including billing address).
- You may make changes and cancellations on goods ordered at no cost to you at least 7 business days before the courier dispatch date or estimated delivery or shipment date.
- Changes on your personal details (including delivery address) and payment details (including billing address) cannot be made once your online order has been placed. If the delivery address needs to be changed, your order will have to be cancelled and then replaced. We apologize for any inconvenience caused.
- Any additional costs incurred for changes and cancellations made by you within the 7 business days from the courier dispatch date or estimated shipment date will be charged to you. An exception might occur only if an agreement is reached with us.