This Return, Refund and Exchange Policy applies to all purchases made from POWER PURE TRADING SDN. BHD. [1514715-P / 202301020793] (“the Company”, “We”, “Us” or “Our”).
We take reasonable care to ensure that all products are checked and properly packed before delivery. If you experience an issue with your order, you may submit a return, refund or exchange request according to the terms stated below.
Eligibility for Returns, Refunds and Exchanges
Products sold are generally not returnable, refundable or exchangeable unless:
- The Company delivered the wrong product.
- The product does not match the specifications, features, description or information displayed on our website.
- The product arrived damaged, defective or faulty.
- Essential components, accessories or parts were missing when the parcel was delivered.
- The product was significantly damaged during delivery.
- The delivery exceeded the period stated in our Shipping Policy.
All requests must be submitted within 30 days from the date of delivery. Requests submitted after this period may not be accepted.
Required Evidence
Customers must provide sufficient evidence to support a return, refund or exchange request, including:
- A valid order number or proof of purchase.
- Clear photographs showing the product and reported issue.
- A clear and continuous unboxing video showing the unopened parcel, shipping label, packaging and product received.
- A clear video showing the product’s first use and the reported defect, where applicable.
- Photographs or videos showing missing parts or accessories.
- Any additional documents or information reasonably requested by the Company.
Requests submitted without sufficient evidence may be rejected.
Condition of Returned Products
To qualify for a return, refund or exchange, the product must:
- Remain unused and in its original condition, unless testing was required to identify the defect.
- Be returned in its original packaging.
- Include all manuals, accessories, cables, attachments, complimentary items and parts.
- Retain all original labels, tags and serial numbers.
- Not show signs of misuse, alteration, unauthorised repair or improper handling.
Customers must not attempt to dismantle or repair a defective electrical product before contacting us. Unauthorised repairs or modifications may result in the request being rejected.
Non-Eligible Products and Requests
Returns, refunds and exchanges will not be accepted for:
- Change-of-mind purchases.
- Products ordered in the wrong model, size, capacity, colour or specification by the customer.
- Products damaged through misuse, negligence, accidents or improper installation.
- Damage caused by using an unsuitable power supply or electrical connection.
- Damage resulting from failure to follow the product instructions.
- Products that have been altered, dismantled or repaired without authorisation.
- Normal wear and tear caused by regular use.
- Minor differences in colour caused by lighting, photography or screen settings.
- Products with missing packaging, accessories, manuals, labels or complimentary items.
- Products damaged after delivery due to improper storage or handling.
- Clearance, promotional, display or specially ordered products, unless they arrived damaged, defective or incorrect.
- Filters, replaceable components or hygiene-sensitive products that have been opened or used, unless they were defective upon delivery.
Return Application Process
Before returning any product, customers must contact us at p.puretrading@gmail.com and provide the required order information and supporting evidence.
Customers must wait for our approval and return instructions before sending the product. Products returned without prior approval may not be accepted or processed.
After receiving the returned product, we will inspect its condition and verify the reported issue. Submission of a request does not automatically guarantee approval.
Inspection and Assessment
The returned product may be tested to determine whether the issue is caused by a manufacturing defect, delivery damage, misuse, improper installation or normal wear and tear.
If no defect is found or the issue is caused by circumstances excluded under this Policy, the request may be rejected. We will notify the customer of the outcome after completing the assessment.
Refunds
If a refund is approved, it will be processed through the original payment method whenever possible.
The time required for the refunded amount to appear in the customer’s account may vary depending on the bank, payment gateway or financial institution. Any processing time imposed by a third-party payment provider is beyond the Company’s control.
Original delivery charges, administrative fees and other non-refundable charges will not be included unless the issue resulted from an error by the Company.
Exchanges
Approved exchanges are subject to product availability. Where the same model or product is unavailable, we may offer:
- A suitable replacement product.
- An alternative product of similar value.
- Store credit.
- A refund of the approved amount.
If the customer chooses a replacement product with a higher price, the customer must pay the price difference. If the replacement product has a lower price, the handling of the remaining balance will be determined by the Company.
Damaged or Incorrect Products
Customers should inspect their parcels immediately after delivery. If a product arrives damaged, defective, incomplete or incorrect, please stop using it and contact us as soon as possible.
Please keep the product, original packaging, shipping label and all included accessories until the request has been fully reviewed.
Cancellation Policy
Orders may only be cancelled within 12 hours from the time of purchase, provided the order has not been processed, packed or shipped.
Once an order has been processed or dispatched, it cannot be cancelled. Customers may submit a return request after receiving the product only if it meets the eligibility requirements stated in this Policy.
The Company reserves the right to cancel an order due to:
- Product unavailability.
- Incorrect product or pricing information.
- Payment verification issues.
- Suspected fraud or unauthorised transactions.
- Delivery restrictions.
- Other reasonable operational circumstances.
If an order is cancelled by the Company after payment has been received, any eligible amount will be refunded through the original payment method.
Refusal of Requests
The Company reserves the right to reject a return, refund or exchange request if:
- The request is submitted after the applicable period.
- The customer fails to provide sufficient evidence.
- The returned product does not meet the required conditions.
- The product has been misused, altered or damaged after delivery.
- The reported issue cannot be verified.
- The request is fraudulent, misleading or abusive.
- The request does not comply with this Policy.
Policy Updates
We reserve the right to amend this Return, Refund and Exchange Policy when necessary. Any updated version will be published on our website and will apply from its stated effective date.
Contact Us
For return, refund, exchange or cancellation enquiries, please contact:
POWER PURE TRADING SDN. BHD.
Registration No.: 1514715-P / 202301020793
Email: p.puretrading@gmail.com