SHIPPING & DELIVERY POLICY

This Shipping & Delivery Policy governs collection, dispatch, courier delivery, packaging, shipment tracking, delivery discrepancies, transit damage, insurance and aftersales reverse-pickup arrangements involving products supplied by Ralik Enterprise.

This Policy should be read together with the:

• Terms of Service;

• Payment, Billing & Order Policy;

• Return & Refund Policy;

• Warranty & Aftersales Policy;

• applicable quotation or invoice; and

• applicable Master Policy Pack.

Nothing in this Policy excludes or limits any right or remedy which cannot lawfully be excluded under Malaysian law.

PART A — DELIVERY OPTIONS

1. Available Delivery Methods

Depending on the product, location and operational circumstances, Ralik may offer:

A. Self Pickup

Collection from an available Ralik branch or collection point.

B. Courier Delivery

Delivery through City-Link or another courier/logistics provider selected by Ralik based on:

• serviceability;

• destination;

• parcel size;

• product type;

• insurance availability;

• courier capacity; and

• operational requirements.

C. Special Delivery Arrangement

For certain Business Customers, bulk orders, fragile equipment or project deliveries, Ralik may arrange another delivery method agreed with the Customer.

PART B — SELF PICKUP

2. Collection Locations

Available collection locations may include:

• Ralik HQ — Kota Bharu, Kelantan;

• Mini Branch — Tanah Merah, Kelantan;

• Mini Branch — Pasir Tumboh, Kelantan; or

• another location communicated by Ralik.

Current branch availability and operating hours should be confirmed before collection.

3. Confirm Before Collection

Customers are strongly encouraged to contact Ralik before travelling to collect an Order.

This allows Ralik to confirm that:

• payment has been verified;

• assembly is complete;

• testing is complete;

• packaging is complete; and

• the Order is ready for collection.

Sales / WhatsApp: 011-2575 5989

4. Verification Before Release

Ralik may request reasonable verification before releasing an Order.

Verification may include:

• invoice/order number;

• Customer name;

• company name;

• contact number;

• payment confirmation; or

• identification of the authorised collector.

This is intended to prevent goods from being released to an unauthorised person.

5. Authorised Representative

Where another person collects an Order on behalf of the Customer, Ralik may request reasonable confirmation that the person is authorised.

For Business Customers, this may include confirmation from:

• the purchaser;

• accounts department;

• management;

• authorised employee; or

• another recorded company representative.

6. Inspection During Collection

Customers are encouraged to inspect the external condition of products or packaging when collecting them.

Where reasonably practicable, any obvious discrepancy should be raised before leaving the collection location.

This does not remove continuing warranty or statutory rights relating to defects which were not reasonably discoverable at collection.

PART C — COURIER DELIVERY

7. Courier Providers

Ralik may use:

• City-Link; or

• another suitable courier/logistics provider

depending on destination, product, courier coverage and operational conditions.

The use of a particular courier shown on the website does not guarantee that the same courier will be used for every Order.

8. Estimated Delivery Time

For Peninsular Malaysia, courier delivery will ordinarily be estimated at approximately:

2–3 business days after dispatch

unless otherwise communicated.

This is an estimate rather than a guaranteed delivery deadline.

Actual delivery time may be affected by:

• courier capacity;

• destination;

• remote-area coverage;

• public holidays;

• weekends;

• weather;

• peak-season volume;

• road or transport disruption;

• force majeure;

• security restrictions; or

• other circumstances outside Ralik's reasonable control.

9. Order Preparation Time Is Separate

Courier delivery time begins after the parcel has been dispatched.

It does not include time required for:

• payment verification;

• component procurement;

• PC assembly;

• burn-in or stability testing;

• software/configuration work;

• quality control;

• packaging; or

• other agreed pre-delivery work.

A custom-built PC may therefore require additional preparation time before courier dispatch.

10. Dispatch Cut-Off

Orders which are fully ready before the relevant daily operational cut-off may be scheduled for dispatch accordingly.

Ralik may delay dispatch where additional time is reasonably necessary for:

• testing;

• secure packaging;

• payment verification;

• correction of order details;

• stock verification;

• fraud/security checks; or

• safe handling of fragile/high-value products.

Ralik will not intentionally compromise testing or packaging merely to meet a courier cut-off.

PART D — TRACKING

11. Tracking Number

Where tracking is available, Ralik will provide the Customer with a tracking number after the parcel has been handed to the courier and the relevant tracking record becomes available.

Tracking information may be communicated through:

• WhatsApp;

• email;

• order system; or

• another appropriate channel.

12. Courier Tracking

Once dispatched, Customers are encouraged to monitor the shipment using the courier's official tracking system.

Real-time delivery information such as:

• courier route;

• delivery attempt;

• branch location;

• estimated arrival; or

• driver status

is controlled primarily by the courier.

Ralik may assist with escalation where appropriate but does not directly control courier routing.

PART E — CUSTOMER DELIVERY INFORMATION

13. Accurate Address Required

Customers are responsible for providing complete and accurate:

• recipient name;

• company name where applicable;

• delivery address;

• postcode;

• state;

• telephone number; and

• other information reasonably required for delivery.

Customers should verify this information before dispatch.

14. Incorrect or Incomplete Address

If delivery fails because the Customer supplied materially incorrect or incomplete delivery information, additional charges may apply for:

• address correction;

• re-routing;

• redelivery;

• return-to-sender; or

• another courier service.

Any charge will depend on the courier's actual or applicable service charge.

15. Address Change After Dispatch

Once a parcel has been dispatched, an address change may not be possible.

Where the courier allows an amendment, the Customer may be responsible for additional courier charges arising from a Customer-requested change.

Ralik cannot guarantee that a courier will accept an address amendment once the parcel is in transit.

PART F — PACKAGING

16. Ralik Packaging

Ralik will take reasonable care to package products appropriately for the selected delivery method.

Depending on the product, protective measures may include:

• suitable outer carton;

• foam;

• bubble protection;

• internal stabilisation;

• component protection;

• fragile marking; or

• another reasonable packaging method.

Packaging requirements may differ depending on product size, weight and fragility.

17. Custom-Built PCs

Custom-built PCs may require additional packaging or internal stabilisation due to:

• graphics-card weight;

• heatsink weight;

• glass panels;

• case dimensions; or

• other fragile components.

Ralik may choose an appropriate method based on the specific build.

Customers should follow any unpacking or setup instructions provided.

PART G — RECEIVING A DELIVERY

18. Inspect the Parcel

Customers are strongly encouraged to inspect the external parcel condition immediately upon receipt.

Check for:

• crushed packaging;

• punctures;

• torn cartons;

• water damage;

• major dents;

• broken seals; or

• another obvious sign of rough handling.

Where possible, Customer should record photographs or video before opening a visibly damaged parcel.

19. Evidence of Transit Damage

If transit damage is suspected, Customers should retain:

• outer packaging;

• internal packaging;

• courier label;

• photographs/video of the unopened parcel;

• photographs/video during unpacking where available;

• photographs of the damaged product; and

• invoice/order information.

This evidence can materially assist courier, insurance and warranty investigations.

20. Reporting Visible Damage

Visible courier/transit damage should preferably be reported to Ralik within:

24 hours of delivery

where reasonably possible.

Prompt reporting assists with preservation of evidence and courier claim procedures.

The 24-hour reporting request is not intended to automatically extinguish a Customer's statutory or warranty rights merely because notification occurs later.

Claims reported later may, however, become more difficult to verify where evidence is no longer available.

21. DOA or Other Defect

A product that appears defective, Dead on Arrival or incorrectly supplied should be reported according to the Return & Refund Policy and Warranty & Aftersales Policy.

The standard initial reporting period for DOA/delivery-related matters is 7 calendar days from delivery.

The 7-day reporting period is not the entire warranty period.

PART H — DELIVERY DISCREPANCIES

22. Missing Item

If an Order appears incomplete, Customer should:

• check all internal packaging;

• check accessories compartments;

• confirm the invoice/order contents; and

• notify Ralik promptly.

Ralik may review:

• packing records;

• stock records;

• parcel weight;

• photographs/video;

• courier records; and

• other relevant evidence.

23. Incorrect Product

Where Ralik has supplied a materially incorrect product, Customer should contact Ralik before using or modifying the product.

Ralik may arrange an appropriate:

• exchange;

• collection;

• correction; or

• other remedy.

Applicable treatment will be determined under the Return & Refund Policy and Malaysian law.

PART I — DELIVERY FAILURE

24. Unsuccessful Delivery Attempt

If delivery cannot be completed because:

• nobody is available to receive the parcel;

• the recipient cannot be contacted;

• access is unavailable;

• delivery information is incorrect; or

• another Customer-side issue prevents delivery,

the courier may:

• attempt redelivery;

• hold the parcel;

• redirect it to a collection point; or

• return it to Ralik.

Additional courier charges caused by Customer-side delivery failure may be chargeable where reasonable.

25. Returned-to-Sender Shipment

Where a shipment is returned to Ralik because delivery could not be completed, Ralik may contact the Customer to arrange:

• corrected delivery details;

• redelivery;

• self pickup; or

• another appropriate arrangement.

Any additional shipping charge arising from incorrect Customer-provided information or repeated unsuccessful delivery may need to be paid before re-dispatch.

PART J — LOSS OR DAMAGE IN TRANSIT

26. Ralik-Arranged Courier

Where Ralik arranges the outbound courier to deliver goods to the Customer, Ralik will provide reasonable assistance where a parcel is:

• lost;

• materially damaged;

• misrouted; or

• otherwise affected during courier transit.

Depending on the circumstances, Ralik may coordinate with:

• the courier;

• insurer;

• distributor;

• Customer; or

• another relevant party.

Any applicable Customer remedy remains subject to the transaction, evidence, insurance coverage and Malaysian law.

27. No Blanket Transfer of Responsibility

The fact that goods have been handed to a third-party courier does not automatically remove every responsibility of Ralik in circumstances where applicable Malaysian law places responsibility on the supplier.

Likewise, Ralik is not automatically responsible for every courier event regardless of the circumstances.

Responsibility will be determined based on:

• who arranged the courier;

• nature of the transaction;

• cause of the loss/damage;

• evidence;

• insurance;

• applicable contractual terms; and

• Malaysian law.

28. Customer-Arranged Courier

Where the Customer independently appoints and controls their own courier or freight provider, responsibility for the courier arrangement may differ.

Ralik's responsibility will ordinarily be to take reasonable care when:

• preparing the goods;

• packaging the goods as agreed; and

• releasing the goods to the Customer's authorised carrier.

Any subsequent claim against a Customer-appointed carrier may need to be pursued by the Customer, subject to applicable law and the specific arrangement.

PART K — SHIPPING INSURANCE

29. Insurance Availability

For eligible shipments, Ralik may offer or arrange optional shipping insurance.

The current standard insurance option, where available, may be calculated at:

1% of the declared shipment value

unless another amount or insurer/courier rate is stated before shipment.

Insurance availability and terms remain subject to the relevant courier or insurer.

30. Declared Value

Where insurance is selected, Ralik will communicate or record the applicable declared value before arranging the insured shipment.

The declared value should reasonably reflect the value of the goods being shipped.

Insurance coverage, exclusions and maximum compensation remain subject to the insurer/courier's terms.

31. Customer Declines Optional Insurance

Where optional insurance is offered and Customer declines it, any courier compensation for loss or damage may be limited to the courier's standard/basic liability coverage.

Where relevant, Ralik may communicate the indicative basic coverage before shipment.

Any example amount such as approximately RM250 is illustrative only and remains subject to the courier's actual terms applicable at the time of shipment.

Declining optional insurance does not automatically remove any liability which Ralik cannot lawfully exclude.

32. High-Value Products

For high-value products, particularly shipments exceeding approximately RM3,000, Ralik strongly recommends appropriate shipment insurance.

For certain exceptionally high-value or fragile shipments, Ralik may reasonably require an insured or specialised delivery arrangement as a condition of using a particular delivery method.

PART L — COURIER CLAIMS

33. Courier / Insurance Claim Assistance

Where appropriate, Ralik may assist in submitting or coordinating a courier/insurance claim.

The Customer may be required to provide:

• photographs/video;

• packaging;

• invoice;

• shipment label;

• description of loss/damage;

• proof of receipt;

• declaration;

• identification; or

• other information required by the courier/insurer.

34. Courier or Insurer Decision

Where compensation depends on an independent courier or insurer, claim approval and compensation may be determined by that third party.

Ralik cannot guarantee:

• claim approval;

• processing time;

• compensation amount; or

• specific claim outcome

where the decision is controlled independently by the courier or insurer.

This does not remove a separate legal obligation of Ralik where one exists independently of the courier/insurance claim.

PART M — AFTERSALES REVERSE PICKUP

35. Meaning of Reverse Pickup

Reverse Pickup is a courier arrangement used where a Customer outside the relevant local service area needs to send a Ralik product back for:

• diagnosis;

• technical inspection;

• repair;

• warranty processing;

• RMA; or

• another approved aftersales purpose.

Reverse Pickup is separate from the original outbound delivery.

36. Remote-First Requirement

For aftersales cases, Ralik generally operates on a remote-first basis.

Where reasonably possible, technical diagnosis will begin remotely before physical collection is arranged.

Reverse Pickup will generally be used only where physical inspection or handling is reasonably necessary.

37. Reverse Pickup Arrangement Fee

Where applicable, the current standard Reverse Pickup Arrangement Fee for Customers outside Kelantan is:

RM39 (round-trip arrangement fee)

unless a different amount is disclosed and agreed for the particular case.

The arrangement fee relates to Ralik arranging and administering the reverse-pickup logistics.

38. Reverse Pickup Insurance

Optional courier insurance may be available at:

1% of the declared value

unless a different rate is quoted.

The declared value and applicable insurance option will be communicated before the shipment is arranged.

39. Who Bears Reverse-Pickup Cost

Responsibility for reverse-pickup charges depends on the circumstances.

Relevant factors may include:

• whether the issue is verified as a qualifying defect;

• whether the claim is within applicable warranty coverage;

• whether the Customer caused or contributed to the issue;

• Customer location;

• applicable service plan;

• whether the return is voluntary; and

• Malaysian law.

Accordingly, the RM39 arrangement fee is not intended to override any statutory obligation regarding the cost of remedying defective goods.

PART N — PACKAGING FOR REVERSE PICKUP

40. Customer Packaging Responsibility

For a product being sent back to Ralik, Customer must take reasonable care to package the product safely.

Ralik may provide packing guidance but the Customer remains responsible for carrying out the packaging unless Ralik expressly performs the packing.

Recommended protection may include:

• strong carton;

• foam;

• bubble wrap;

• internal stabilisation;

• protection of glass panels;

• removal/support of heavy internal components where instructed; and

• other suitable protection.

41. Pre-Shipment Evidence

Before handing a returned product to a courier, Customers are strongly encouraged to record:

• product condition;

• serial number where relevant;

• internal packaging;

• external packaging;

• sealed parcel; and

• courier label.

These records help distinguish:

• pre-existing damage;

• packing damage;

• courier damage; and

• damage occurring after Ralik receives the product.

42. Ralik Receiving / Unboxing Records

Ralik may photograph or record the condition of:

• returned parcel;

• external packaging;

• internal packaging; and

• product

during receiving and unboxing.

These records may be retained for:

• technical assessment;

• courier claims;

• warranty assessment;

• fraud prevention; or

• dispute resolution.

PART O — SABAH & SARAWAK

43. Outbound Delivery

Shipping to Sabah and Sarawak may involve:

• different courier rates;

• longer delivery times;

• different insurance arrangements;

• volumetric charges; or

• additional operational restrictions.

Applicable shipping charges and arrangements will be communicated before dispatch where necessary.

44. Aftersales Shipping

Aftersales support for Sabah and Sarawak remains primarily remote-first.

Where physical return is necessary, Ralik may assist with arranging courier transport.

Under the standard Ralik service arrangement, shipping and insurance costs for Sabah/Sarawak reverse pickup may ordinarily be borne by the Customer unless:

• Ralik expressly agrees otherwise;

• an applicable service plan provides otherwise; or

• Malaysian law requires different treatment.

The applicable arrangement will be communicated before collection.

PART P — BUSINESS & BULK ORDERS

45. Business Customers

For Business Customers, Ralik may agree to separate shipping arrangements including:

• bulk delivery;

• palletised freight;

• scheduled delivery;

• project delivery;

• delivery to multiple locations;

• dedicated logistics provider;

• specialised insurance; or

• site-specific delivery requirements.

Any specific written commercial arrangement may supplement this Policy.

46. Delivery Appointment Is Not an SLA

Unless expressly agreed in writing, a requested delivery date or estimated arrival time does not constitute a guaranteed Service Level Agreement.

Where a Business Customer requires:

• guaranteed delivery;

• dedicated transport;

• after-hours delivery;

• timed delivery; or

• other special handling,

Ralik may quote such service separately.

PART Q — EVENTS OUTSIDE REASONABLE CONTROL

47. Delivery Disruption

Ralik will not be responsible for delay to the extent caused by an event reasonably outside its control, including:

• flood;

• severe weather;

• natural disaster;

• road closure;

• major courier disruption;

• fire;

• strike;

• government action;

• widespread network/system outage;

• major transport disruption; or

• other comparable event.

Ralik will take reasonable steps to communicate material delays and resume fulfilment where practicable.

This section does not remove any right to a refund or other remedy where such right arises under applicable Malaysian law.

PART R — RELATIONSHIP WITH OTHER POLICIES

48. Return & Refund Policy

Returns arising from:

• Change of Mind;

• DOA;

• defective goods;

• incorrect products; or

• approved product refunds

are governed primarily by the Return & Refund Policy.

49. Warranty & Aftersales Policy

Technical diagnosis, warranty eligibility, 120-Day 1-to-1 Replacement, Ralik Service Warranty and manufacturer/RMA matters are governed primarily by the Warranty & Aftersales Policy.

50. Payment, Billing & Order Policy

Payment verification, duplicate payments, overpayments and billing matters are governed by the Payment, Billing & Order Policy.

PART S — POLICY ADMINISTRATION

51. Records

Ralik may maintain reasonable records including:

• tracking records;

• shipment labels;

• delivery confirmation;

• photographs/video;

• courier correspondence;

• insurance records;

• claims documents; and

• Customer communications

for operational, warranty, accounting, fraud-prevention and dispute-resolution purposes, subject to the Privacy & Cookie Policy and applicable law.

52. 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 an accrued contractual or statutory right unless:

• required by law;

• expressly agreed by the parties; or

• the amendment is administrative/procedural and does not materially reduce an existing right.

53. Malaysian Law

This Policy is governed by Malaysian law.

Nothing in this Policy excludes, restricts or modifies any statutory right, guarantee or remedy which cannot lawfully be excluded.

54. Contact

For shipping and delivery enquiries:

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