Thank you for shopping at PHONE XPRESS SUPPLY SDN BHD. We are committed to ensuring you are completely satisfied with your purchase. If for any reason you are not satisfied, you may be eligible to return the product under the conditions outlined below. Please read this policy carefully before making a purchase.
1. General Return Policy
Returns are accepted only under the following conditions:
The item must be returned within 7 calendar days from the date you received it
The item must be in unused condition, with original packaging, including all accessories, manuals, warranty cards, and promotional materials
The item must be returned with a valid proof of purchase, such as your order number or receipt
Returned items must be shipped in appropriate protective packaging to prevent damage in transit
If any of the above conditions are not met, PHONE XPRESS SUPPLY SDN BHD reserves the right to refuse the return
2. Products Not Eligible for Return
The following items are non-returnable unless found to be defective on arrival:
Products marked as “Clearance” or “Final Sale”
Opened SIM cards, memory cards, or licensed software
Personal hygiene items, such as earphones or Bluetooth headsets, that have been unsealed
Items damaged by misuse, accidental drops, water damage, or tampering
3. Steps to Request a Return
Step 1: Send an email to [email protected] with your order number, reason for return, and clear photos of the item and packaging
Step 2: Our customer service team will review your request and issue a Return Authorization (RA) number if your case qualifies
Step 3: Send the item to the return address provided by our team, with the RA number clearly marked inside the package
Step 4: Once received, we will inspect the returned item and notify you of the approval or rejection of your refund or exchange
Please allow up to 3 business days for our team to inspect the item after receipt
4. Refund Timeline and Method
If your return is approved, a refund will be issued using your original method of payment
Please allow 7 to 10 business days for the refund to be reflected in your account, depending on your payment provider
If your return is rejected due to failing the return conditions, the product will be returned to you at your cost
Refunds are not issued for any shipping charges unless the return is due to our error (defective or incorrect item sent)
5. Exchanges
You may request an exchange for a different size, color, or model if available
Exchanges are only permitted for items of equal or higher value (with price difference paid)
To process an exchange, follow the same return steps and specify your desired replacement item
We do not process exchanges for international orders unless the item is defective
6. Return Shipping Responsibilities
Customers are responsible for return shipping charges unless:
The item received is incorrect, defective, or damaged during shipping
In such cases, we will provide a pre-paid return shipping label upon request
For all other return cases, we recommend using a reputable courier with tracking and insurance
We are not responsible for returns lost or damaged during shipping without proof of delivery
7. Damaged, Incorrect, or Missing Items
If your order arrives damaged, with missing items, or contains the wrong product:
Notify us within 48 hours of delivery via [email protected]
Include your order number, photos of the damaged product and packaging, and a detailed description of the issue
We will investigate and resolve the issue through a refund, replacement, or store credit
8. Cancellations
Orders may be canceled before they are shipped by contacting customer service
Once shipped, orders cannot be canceled and must be processed through the return procedure
If a cancellation is requested due to a pricing error or inventory issue, a full refund will be issued immediately
9. Legal, Export & Import Responsibility
We comply with all Malaysian Trade, Export, and Import Laws
We do not ship to countries sanctioned by Malaysian or international law
Customers outside Malaysia are responsible for understanding and complying with their local import restrictions
All applicable import duties, VAT, taxes, or customs fees are the responsibility of the buyer
Returns caused by customs rejection or non-payment of duties will have shipping and return costs deducted from the refund
10. Availability of Policy
This policy is clearly displayed during the following stages:
On the checkout page, before the customer confirms the order
In the order confirmation email
In the footer and “Returns” section of our website
By completing a purchase, customers acknowledge they have reviewed and accepted this policy