At TEKNO MURAH SDN. BHD., we are committed to providing our customers with quality products and accurate product information. We understand that there may be situations where an order received does not meet the expected condition or specifications. This Return, Refund and Exchange Policy explains the circumstances under which returns, refunds, or exchanges may be accepted.
By placing an order through our website, customers acknowledge and agree to the terms and conditions stated in this policy.
1. General Return, Refund and Exchange Policy
All items purchased from TEKNO MURAH SDN. BHD. are not exchangeable, returnable, or refundable once the order has been successfully processed and delivered, except under the circumstances specifically stated in this policy.
A return, refund, or exchange may only be considered where:
- The wrong item was sent by the merchant.
- The item received does not match the specifications, product description, features, or other information advertised on our website.
- The item received is spoiled, damaged, defective, or otherwise faulty upon delivery.
- The delivery has exceeded the delivery timeline stated in our Shipping Policy.
Requests that do not fall within the circumstances listed above will generally not be accepted.
2. Wrong Item Received
If you receive an item that is different from the product you ordered, please contact us within 24 hours of receiving the parcel.
Customers are required to provide sufficient evidence showing the item received and the condition of the parcel. Upon verification, TEKNO MURAH SDN. BHD. may offer an appropriate resolution, which may include an exchange for the correct item or a refund, subject to our verification process.
The wrong item must be kept in its original condition and packaging until further instructions are provided by our team.
3. Item Does Not Match the Product Description
If the item received does not match the specifications, description, features, measurements, model, or other relevant information stated on our website, customers may submit a return or refund request within the required timeframe.
The company will review the order details, product listing, photographs, videos, and other relevant information provided by the customer before determining whether the request is valid.
Minor differences that do not affect the functionality or essential characteristics of the product may not qualify for a return or refund.
4. Damaged or Defective Items
If an item arrives damaged, defective, or faulty, customers must notify TEKNO MURAH SDN. BHD. within 24 hours of receiving the item.
Customers are required to provide clear evidence of the condition of the parcel and product. This may include photographs and videos showing the external packaging, shipping label, internal packaging, and the damaged or defective item.
Where applicable, the customer may also be required to provide a video showing the first use or initial testing of the product to demonstrate the reported defect.
Damage or defects caused by misuse, improper installation, accidents, modifications, normal wear and tear, or failure to follow the manufacturer’s instructions may not qualify for a refund or exchange.
5. Delivery Delay
A refund or other appropriate resolution may be considered if an order exceeds the delivery timeline stated in our Shipping Policy, subject to verification by TEKNO MURAH SDN. BHD.
Delivery times may be affected by circumstances beyond the company’s control, including courier delays, public holidays, severe weather, operational disruptions, incorrect delivery information, or other unforeseen circumstances.
The company will review the order and delivery status before determining whether the request qualifies under this policy.
6. Required Evidence for Return or Refund Requests
To protect both customers and the company and to ensure that return or refund requests can be properly investigated, customers are required to provide sufficient evidence.
For a refund, return, or exchange request, the customer may be required to provide:
- A clear and continuous unboxing video showing the unopened parcel from the beginning of the unboxing process.
- The shipping label or tracking label clearly visible in the unboxing video.
- The original packaging and condition of the parcel.
- A clear view of the item received.
- A clear video showing the first use or initial testing of the item, where applicable.
- Clear photographs showing any damage, defect, incorrect item, or discrepancy.
- The relevant order number and order details.
- Proof of purchase or other transaction information, where required.
- Any additional photographs, videos, documents, or supporting evidence requested by TEKNO MURAH SDN. BHD.
The unboxing video should be continuous and clearly show the parcel before it is opened, the opening process, the contents inside, and the condition of the item received.
Edited, incomplete, unclear, or otherwise insufficient evidence may not be accepted.
7. Reporting Period
All return, refund, and exchange requests must be submitted to TEKNO MURAH SDN. BHD. within 24 hours from the date and time the customer receives the item.
Requests must be sent to:
Email: tekno_murah@outlook.com
Customers should include their order number, contact details, a description of the issue, and all relevant supporting evidence when submitting a request.
Any request submitted after the 24-hour period may not be accepted.
Requests submitted without the required evidence may also be rejected or delayed until sufficient evidence is provided.
8. Review and Verification Process
All return, refund, and exchange requests are subject to review and verification by TEKNO MURAH SDN. BHD.
Upon receiving a request, our team may review:
- The customer’s order details.
- The product purchased.
- The product description and specifications listed on our website.
- Delivery and tracking information.
- Photographs and videos provided by the customer.
- The condition of the parcel and product.
- Any other relevant information required to determine the validity of the claim.
Submission of a request does not automatically guarantee approval.
TEKNO MURAH SDN. BHD. reserves the right to approve or reject a request based on the evidence provided and the circumstances of the case.
9. Return of Items
Where a return is approved, customers must follow the return instructions provided by TEKNO MURAH SDN. BHD.
The company may require the item to be returned in its original condition, together with the original packaging, accessories, manuals, warranty cards, and other items supplied with the purchase, where applicable.
Customers must not dispose of, modify, repair, dismantle, or otherwise alter the item before the return request has been reviewed.
Failure to follow the company’s return instructions may result in the return, refund, or exchange request being rejected.
10. Refund Process
If a refund is approved, the refund will be processed according to the payment method and procedures available through TEKNO MURAH SDN. BHD.
The processing time for a refund may vary depending on the payment provider, bank, financial institution, or other third-party payment service involved.
Customers should note that the time taken for the refunded amount to appear in their account may be different from the date on which TEKNO MURAH SDN. BHD. processes the refund.
11. Exchange Process
Where an exchange is approved, TEKNO MURAH SDN. BHD. may provide a replacement item depending on product availability.
If the same product is unavailable, the company may, at its discretion, provide an alternative resolution such as a refund or another suitable arrangement.
An exchange will only be processed after the original claim has been reviewed and approved.
12. Items Not Eligible for Return or Refund
Items will generally not be eligible for return, refund, or exchange where:
- The customer has simply changed their mind.
- The customer ordered the wrong product, model, size, specification, or quantity.
- The customer no longer requires the product.
- The customer does not like the product after purchase.
- The product has been used, modified, damaged, or mishandled by the customer.
- The product was damaged due to improper installation or use.
- The product was damaged due to failure to follow the manufacturer’s instructions.
- The request was submitted after the required 24-hour reporting period.
- The customer fails to provide the required evidence.
- The evidence provided is unclear, incomplete, edited, or insufficient to verify the claim.
- The issue is caused by normal wear and tear.
- The item does not have a confirmed manufacturing defect or discrepancy covered under this policy.
13. Customer Responsibility
Customers are responsible for checking their order and the condition of the parcel as soon as it is received.
Customers should verify that:
- The product received is the correct item.
- The product corresponds with the order placed.
- The packaging and item are in acceptable condition.
- The product functions as expected, where applicable.
Customers are strongly advised to record a continuous unboxing video immediately when opening the parcel. This will help provide evidence in the event that an item is missing, damaged, defective, or incorrect.
14. Company’s Rights
TEKNO MURAH SDN. BHD. reserves the right to request additional information or evidence before approving any return, refund, or exchange request.
The company also reserves the right to reject any request that does not meet the requirements of this policy or where the evidence provided is insufficient to establish that the issue occurred before or during delivery.
All decisions regarding the eligibility of a return, refund, or exchange will be made after reviewing the relevant circumstances and supporting evidence.
15. Policy Updates
TEKNO MURAH SDN. BHD. reserves the right to update, modify, or amend this Return, Refund and Exchange Policy from time to time without prior notice.
Any changes will be published on this page and will take effect once posted on our website.
Customers are encouraged to review this policy before making a purchase.
16. Contact Us
If you have any questions regarding our Return, Refund and Exchange Policy or wish to submit a return, refund, or exchange request, please contact us within 24 hours of receiving your order.
TEKNO MURAH SDN. BHD.
Website: https://teknomurah.store/
Email: tekno_murah@outlook.com
Address: NO.12, 1ST FLOOR, JALAN TASIK INDAH 1/4,
TAMAN TASIK INDAH, 86000 KLUANG, JOHOR, Malaysia
By purchasing products from TEKNO MURAH SDN. BHD., customers acknowledge that they have read, understood, and agreed to the terms stated in this Return, Refund and Exchange Policy.
