RETURN & REFUND POLICY
This Return & Refund Policy governs product returns, exchanges, defective or damaged goods, change-of-mind requests and refunds arising from approved product returns.
This Policy should be read together with the:
Terms of Service;
Payment, Billing & Order Policy;
Warranty & Aftersales Policy;
Shipping & Delivery Policy;
applicable invoice or quotation; and
applicable Master Policy Pack.
For clarity, duplicate payments, accidental overpayments, mistaken transfers and other payment reconciliation matters are not Product Returns under this Policy. Those matters are governed separately by the Payment, Billing & Order Policy.
Nothing in this Policy excludes any right or remedy which cannot lawfully be excluded under Malaysian law.
1. Definitions
For this Policy:
“Ralik”, “we”, “us” or “our” means Ralik Enterprise.
“Customer”, “you” or “your” means the purchaser or authorised recipient of the relevant product.
“Change of Mind” means a return requested where the product is not alleged to be defective, damaged, incorrectly supplied or otherwise non-compliant.
“DOA” or “Dead on Arrival” means a product which has a qualifying hardware fault that is present upon or immediately following delivery.
“Product Return” means the physical return of goods to Ralik for assessment, exchange or refund.
PART A — CHANGE-OF-MIND RETURNS
2. 14-Day Return Window
For eligible products, Ralik provides a 14-calendar-day Change-of-Mind return period beginning from the date the Customer receives the product.
A Change-of-Mind request must be submitted within this period.
After the 14-day period has expired, Ralik is generally not required under this voluntary Change-of-Mind policy to accept the product solely because the Customer:
no longer wants it;
changes preference;
finds another product or price elsewhere;
ordered an unsuitable specification; or
otherwise changes their purchasing decision.
This section does not affect rights relating to defective, damaged or incorrectly supplied goods.
3. Conditions for Change-of-Mind Returns
To qualify for a Change-of-Mind return, the product must generally:
be unused;
be in substantially the same condition as supplied;
include original packaging;
include accessories, manuals and documentation;
include bundled items and freebies supplied as part of the purchase;
contain no physical damage, modification or misuse;
contain no missing components; and
be accompanied by proof of purchase.
Ralik may inspect the product before approving the return.
Approval is not automatic merely because the request was made within 14 days.
4. Products Not Eligible for Change-of-Mind Return
Unless otherwise agreed by Ralik or required by applicable law, the following are not eligible for return solely due to Change of Mind:
A. Custom-Built / Made-to-Order PCs
PCs or systems assembled, configured, procured or customised specifically according to Customer requirements.
Warranty and defect rights remain unaffected.
B. Special-Order Products
Components or products specifically procured for a Customer which Ralik does not ordinarily maintain as ready stock.
C. Digital Products
Including:
software licences;
activation keys;
downloadable products; and
digital entitlement codes
once supplied, revealed, activated or redeemed.
D. Consumable / Wear Items
Where applicable, products which have been used and whose useful condition is materially affected by use, including certain:
consumables;
thermal materials;
low-life accessories; or
similar items.
E. Free Items / Promotional Gifts
Items supplied without separate charge are generally not independently refundable.
Where a bundled purchase itself qualifies for return, Ralik may require the associated free item to be returned.
F. Services Already Performed
Including, where applicable:
labour;
diagnostics;
configuration work;
completed technical services;
delivery;
courier services; and
reverse-pickup arrangement services.
A service will not become refundable merely because the related physical product is subsequently returned, except where required by law or otherwise agreed.
PART B — DEFECTIVE, DAMAGED OR INCORRECT PRODUCTS
5. DOA / Defect / Transit Damage Reporting
Customers should notify Ralik within 7 calendar days from delivery if a product:
arrives defective;
appears Dead on Arrival;
is visibly damaged in transit;
is materially different from the item ordered; or
has missing components which should have been supplied.
The Customer should provide:
order or invoice number;
description of the issue;
photographs or video showing the issue;
photographs of the external and internal packaging where transit damage is involved; and
any other evidence reasonably required for initial assessment.
Prompt reporting helps preserve evidence and facilitate courier, supplier or warranty investigation.
Failure to report within 7 days does not automatically extinguish any statutory or continuing warranty right which may otherwise apply.
Issues reported after the initial reporting period may instead be processed under the applicable Warranty & Aftersales Policy.
6. Visible Transit Damage
Where outer packaging appears damaged upon delivery, Customers are strongly encouraged to:
photograph or record the parcel before opening;
photograph the shipping label;
record the condition of internal packaging;
record the condition of the product; and
contact Ralik promptly.
Where reasonably possible, evidence should be provided within 24 hours of delivery to assist courier investigation.
The 24-hour reporting request is an evidence-preservation requirement and does not automatically waive a Customer's legal rights merely because the report is made later.
7. Technical Assessment
Ralik may conduct reasonable troubleshooting before requiring a physical return.
Assessment may include:
remote diagnosis;
photographs or video;
error screenshots;
component testing;
system logs;
troubleshooting steps; or
physical inspection.
Where physical verification is reasonably required, the Customer may be asked to return the product before Ralik determines the appropriate remedy.
An allegation of defect does not by itself establish that the product is defective.
8. Inspection Outcome
After assessment, Ralik may determine that the issue is:
a verified product defect;
transit damage;
incorrect item supplied;
configuration/software-related;
caused by misuse;
caused by third-party modification;
physical/liquid/electrical damage;
normal wear and tear;
outside the applicable warranty or return scope; or
unable to be reproduced or verified based on available evidence.
Ralik will advise the Customer of the appropriate next step based on the assessment and applicable legal/warranty rights.
PART C — AVAILABLE REMEDIES
9. Repair, Replacement or Refund
Depending on the nature and severity of the issue, applicable warranty terms and Malaysian law, an appropriate remedy may include:
troubleshooting or correction;
repair;
replacement of an affected component;
replacement of the product;
an equivalent replacement with Customer agreement;
store credit with Customer agreement; or
refund where applicable.
The appropriate remedy depends on the circumstances and is not automatically chosen solely by either party where applicable law provides otherwise.
10. 1-to-1 Replacement
A 1-to-1 replacement offered under a specific Ralik aftersales benefit or warranty programme is governed by the Warranty & Aftersales Policy and applicable invoice.
For clarity:
The 7-day DOA reporting period and any separate 120-day qualifying 1-to-1 replacement benefit are different programmes.
The 7-day period relates primarily to initial delivery, DOA and transit-related reporting.
Any qualifying replacement benefit extending beyond that period remains subject to:
technical verification;
applicable exclusions;
relevant warranty conditions; and
the Warranty & Aftersales Policy.
11. Replacement Availability
Where replacement is approved, Ralik will ordinarily attempt to provide the same model or specification.
If the exact model is unavailable, Ralik may propose:
an equivalent product;
an equivalent or better specification;
another mutually agreed product;
store credit with Customer agreement; or
another remedy including refund where applicable.
A material substitution will not be imposed without Customer agreement where such agreement is reasonably required.
PART D — RETURN APPROVAL PROCESS
12. Prior Approval Required
Customers should not send a product back to Ralik without first obtaining return instructions.
Do not send a product directly to the manufacturer unless specifically instructed by Ralik.
To request a return, contact:
Email: ralikdotmy@gmail.com
Official WhatsApp / Support: 011-2575 5989
Please provide:
Customer name;
order/invoice number;
product involved;
reason for return;
photographs/video where relevant; and
requested resolution.
13. Return Authorisation
If a physical return is required, Ralik will provide applicable return instructions.
Ralik may issue:
a case/reference number;
return address;
packaging instructions;
courier instructions; and
any applicable charges or insurance options.
Sending an item to Ralik does not itself guarantee that a refund or replacement has been approved.
14. Return Packaging
Customers must take reasonable care to package returned goods securely.
For PCs and fragile equipment, suitable protection may include:
strong outer box;
bubble wrap;
foam;
internal movement protection; and
appropriate protection for components.
Customers are strongly encouraged to retain photographs/video showing:
product condition before packing;
internal packaging;
external packaging; and
the sealed parcel.
PART E — SHIPPING & RETURN COSTS
15. Change-of-Mind Return Shipping
For an approved Change-of-Mind return, the Customer will ordinarily bear the cost of returning the product unless Ralik agrees otherwise.
Original delivery charges are generally not refundable for a voluntary Change-of-Mind return where the delivery service was properly performed.
16. Defective / Incorrect Goods Return Costs
Where a return is required because of a verified matter attributable to Ralik or a qualifying product defect, applicable return-shipping responsibility will be determined according to:
applicable Malaysian law;
warranty terms;
location;
the nature of the defect; and
the Shipping & Delivery / Warranty & Aftersales Policies.
Ralik will not impose a return-shipping cost on a Consumer Customer where doing so would be contrary to applicable law.
17. Reverse Pickup Outside Kelantan
Where Ralik arranges a reverse pickup for an applicable aftersales matter outside Kelantan, the applicable service terms may provide for:
Reverse Pickup Arrangement Fee: RM39
Optional Shipping Insurance: 1% of declared value
The applicable charges will be disclosed before the shipment is arranged.
Whether the Customer or Ralik ultimately bears a shipping or arrangement cost may depend on:
reason for return;
warranty status;
fault determination;
location; and
applicable law.
18. Sabah and Sarawak
Where reverse pickup from Sabah or Sarawak is required, shipping and insurance arrangements will be communicated before collection.
The applicable allocation of cost will depend on:
the nature of the claim;
warranty terms;
the reason for return; and
applicable Malaysian law.
Ralik may assist with arranging courier services.
19. Courier Risk and Insurance
Where a Customer independently sends an item to Ralik, the Customer should use:
a trackable courier service; and
suitable insurance for high-value products.
For products valued above RM3,000, Ralik strongly recommends shipping insurance.
Where insurance is declined, compensation for transit loss or damage may be limited by the courier's own liability terms.
This does not affect responsibility where loss or damage is legally attributable to Ralik.
PART F — PRODUCT-RETURN REFUNDS
20. Refunds Arising from Approved Product Returns
This section applies specifically to refunds arising from an approved Product Return.
It does not govern:
duplicate payments;
accidental overpayments;
mistaken bank transfers;
excess payments;
payment made against the wrong invoice; or
other payment reconciliation matters.
Those matters are governed by the Payment, Billing & Order Policy.
21. Refund Approval
Once a returned product has been received and, where necessary, inspected, Ralik will notify the Customer whether the Product Return has been:
approved;
partially approved where legally permissible and appropriate;
referred for further assessment; or
rejected with the reason for rejection.
Refund processing begins only after the relevant refund has been approved.
22. Product Refund Processing Time
Where a Product Return refund has been approved, Ralik will ordinarily initiate the refund within 14 calendar days after approval.
Actual posting of funds may take additional time depending on:
bank;
card issuer;
payment gateway;
payment provider; or
other financial processing systems.
Ralik may provide available payment confirmation upon reasonable request.
23. Refund Method
Where reasonably practicable, refunds will be made to:
the original payment method; or
the original Customer/payer's verified bank account.
A refund to another account may require additional identity or authority verification.
Store credit may be offered as an alternative where the Customer agrees or where otherwise lawfully applicable.
Ralik will not force permanent store credit instead of a cash repayment where Malaysian law requires a monetary refund.
24. Partial Refunds / Deductions
For voluntary Change-of-Mind returns, a reasonable reduction may be made where legally permissible if the returned product:
has materially diminished in condition;
is missing accessories;
is missing packaging;
has been used beyond what is reasonably necessary to inspect it;
has been damaged after delivery;
has been modified; or
cannot reasonably be resold in its returned condition.
Any deduction should reasonably reflect the actual reduction in value or applicable cost and will not be imposed arbitrarily.
This section does not permit Ralik to reduce a statutory refund merely because a product was defective or because the Customer exercised a non-excludable legal remedy.
25. Shipping and Service Charges
For an approved voluntary Change-of-Mind return, the following are generally non-refundable where the relevant service was properly performed:
original delivery charges;
courier charges;
diagnostics already completed;
labour already performed;
installation/configuration services already completed; and
reverse pickup arrangement fees already incurred.
Different treatment may apply where:
Ralik supplied incorrect goods;
goods were defective;
the service itself was not properly performed; or
applicable law requires otherwise.
PART G — SALE AND PROMOTIONAL PRODUCTS
26. Sale / Promotional Items
A discounted, clearance, promotional or sale price does not by itself eliminate applicable rights relating to defective or incorrectly supplied goods.
However, Ralik may exclude sale/promotional products from its voluntary Change-of-Mind return programme where this is clearly disclosed before purchase.
Where a product is discounted specifically because of a disclosed cosmetic defect, clearance condition, open-box status or similar disclosed characteristic, a Customer cannot ordinarily rely on that specifically disclosed condition alone as the basis of a defect claim.
Other undisclosed qualifying faults remain subject to applicable rights.
PART H — GIFTS AND BUNDLES
27. Gifts
Where a product was specifically recorded as a gift and sent directly to the recipient, Ralik may provide an approved return value through:
gift/store credit; or
another agreed method
depending on the original transaction.
Where appropriate, monetary refunds will ordinarily be returned to the original purchaser or original payment method.
28. Bundles and Freebies
Where a purchased product was supplied as part of a bundle, an approved full return may require the complete bundle to be returned.
If a promotional free item cannot be returned or has been materially used, Ralik may make a reasonable adjustment where legally permissible and where the promotion clearly made the free item conditional upon the retained purchase.
PART I — EXCLUSIONS
29. Conditions Generally Not Covered as Product Defects
Subject to applicable warranty and statutory rights, the following are generally not treated as manufacturing/product defects caused by Ralik:
accidental physical damage;
liquid damage;
burns or corrosion;
lightning or electrical surge damage;
misuse;
improper installation by a third party;
unauthorised modification;
incompatible third-party hardware;
damage caused by improper packing;
malware;
unauthorised software;
expected wear and tear; or
cosmetic deterioration occurring after delivery.
Where there is disagreement about the cause, reasonable technical assessment may be required.
30. Data
Customers must maintain appropriate backups of important data.
A product return, repair, replacement or diagnostic procedure may involve:
storage replacement;
formatting;
operating-system reinstallation; or
loss of locally stored data.
Unless a separate data-handling service has been expressly agreed, Ralik does not guarantee preservation or recovery of Customer data during a return, repair or replacement process.
PART J — LATE OR MISSING REFUNDS
31. If an Approved Refund Has Not Arrived
If Ralik confirms that a refund has been issued but the Customer has not received it:
check the receiving bank/payment account;
allow applicable bank/payment-provider posting time;
contact the bank/card issuer where appropriate; and
contact Ralik if the matter remains unresolved.
Ralik may check the refund transaction and provide available payment reference information.
PART K — BUSINESS CUSTOMERS
32. Business / Corporate Transactions
Where goods are purchased primarily for business or commercial purposes or in the name of a company/entity, additional commercial terms in the:
quotation;
purchase order acceptance;
invoice;
Payment, Billing & Order Policy; or
specific written agreement
may apply.
Custom corporate procurement, bulk orders, project purchases and special-order equipment may have return/cancellation conditions specifically agreed for that transaction.
Nothing in this section removes obligations that apply under Malaysian law.
PART L — POLICY ADMINISTRATION
33. Evidence and Record Keeping
Ralik may retain reasonable records relating to:
returns;
photographs/video;
diagnostic results;
courier records;
refund approvals;
transaction references; and
communications
for operational, accounting, warranty, fraud-prevention and dispute-resolution purposes, subject to the Privacy & Cookie Policy and applicable law.
34. Policy Version
The version of this Policy in force when an Order is accepted will generally apply to that Order.
A later amendment will not retrospectively remove rights which have already accrued unless:
required by law;
expressly agreed by the parties; or
the change is administrative/procedural and does not materially reduce an existing right.
35. Malaysian Law
This Policy is governed by Malaysian law.
Nothing in this Policy excludes any statutory right, guarantee or remedy which cannot lawfully be excluded.
For eligible consumer transactions, applicable rights under Malaysian consumer protection law remain available notwithstanding this Policy.
36. Contact
For return, refund or exchange requests:
Ralik Enterprise
PT820 Tingkat 2, Jalan Long Yunus
Pengkalan Chepa
15400 Kota Bharu
Kelantan, Malaysia
Telephone / WhatsApp: 011-2575 5989
Email: ralikdotmy@gmail.com
Website: www.ralik.my
