Refund and Exchange Policy
This Returns Policy only applies where you make a purchase online from our website. Before returning a product, please read carefully the requirements.
WHAT IS THE RETURNS PROCESS?
You may return your product for any of the following reasons:
And the general requirements for returns are as follows:
- Returns must be done within fourteen (14) working days starting from the day the product are delivered to you.
- You have proof of purchase (order invoice number, delivery note and receipt).
- The product must be in new condition and returned in the original packaging along with all original accessories (including manuals, warranty cards, certificate of authenticity) and any free gifts received with it.
- The product must not fall under the non-returnable product list.
- The product must not have been used or installed or had any data inputted.
- All seal Products must not be open.
WHICH PRODUCTS ARE NOT ELIGIBLE FOR RETURN?
We will not accept returns for any of the following products :
If your return meets all the requirements above and you wish to proceed with the return, please have your order invoice number ready and email to Online Support Team at [email protected] or contact to our hotline at 604-628 8888.
Our Online Support Team will verify the return reason. We will conduct an evaluation within seven (7) days starting from the day we received your returned Products.
If your return is valid, we will process your refund or replacement. If it’s valid, we will refund in term of voucher (2% transaction fee excluded).
If your return is not valid, we will notify you and arrange the Products to be returned. For the Products to be returned, courier charges will not be reimburse. We reserve the right to reject any return, exchange, refund deemed unfit or unreasonable.
DO I HAVE TO PAY FOR SHIPPING WHEN I RETURN MY PURCHASE?
After we have received the PRODUCT, we will conduct an evaluation process and refund the shipment amount in term of voucher if your return is valid.
HOW LONG IS THE QUALITY EVALUATION PROCESS?
Replacement/Refund process only begins after we have completed evaluating your returned product. This quality evaluation process may last up to 3 business days.
CAN I RETURN MY PRODUCT AFTER 14 DAYS UPON RECEIPT?
Your PRODUCT cannot be returned after 14 days upon receipt; it can only be serviced.We suggest you contact and send the PRODUCT directly to its warranty center for prompt assistance. You can find all the contact information of your product's warranty center on the warranty card inside your package. Kindly read more about Warranty here.
WHAT IF MY PRODUCT IS DAMAGED IN TRANSIT?
If any PRODUCT delivered to you are damaged, contact our Online Support Team at shoponline[email protected] within seven (7) working days of receiving the delivery.We will arrange to have the damaged product returned and either arrange for a replacement of the product or refund the price to you. Damaged product must be returned in the condition received by you with all original packaging, accessories and/or manuals. We reserve the right to reject any return, exchange, refund deemed unfit or unreasonable.
WHAT IF MY PURCHASE PRODUCT IS FAULTY OR DEFECTIVE?
If you found the product to be faulty or defective, contact our Online Support Team at [email protected] within seven (7) working days of delivery and we will determine if the product is faulty or defective and offer you one of the following options:
Replacement: The same product that you ordered will be shipped to you at SEC’s expense.
Our Online Support Team will contact you within 24 hours with the replacement product delivery time, and the process to return the Dead on Arrival product.
Service: You may have the product repaired; however, once serviced the product is no longer eligible for replacement.Product must be deemed faulty or defective by our Customer Service within seven (7)
working days of delivery in order to receive a replacement unit.This may include inspection of the goods, arranging for the goods to be sent for repair, or providing you with a replacement. We reserve the right to reject any return, exchange, refund deemed unfit or unreasonable.
HOW SOON WILL I RECEIVE MY REFUND?
Refund process begins after we have completed evaluating your returned product. We will send you an email or WhatsApp notification once completed.
a. Refund in voucher - 1 to 2 working days
b. Refund in credit card / debit card / online banking - 3 to 7 working days
HOW LONG DOES IT TAKE TO REPLACE MY PRODUCT?
Replacement process begins after we have completed evaluating your returned product. This quality evaluation process may take up to 3 business days. We will send you an email notification once completed.
Please expect to receive your replacement within the following time frame:
In Metro areas: 1 - 6 working days
In Non-Metro areas: 3 - 10 working days
HOW DO I KNOW IF REPLACEMENT HAVE BEEN PROCESSED?
You can email to [email protected] or contact us via live chat channel to check on the replacement status.
I HAVE FURTHER QUESTIONS, WHOM SHOULD I CONTACT?
Should you have further questions or concerns, please contact [email protected]