Return, Refund and Exchange Policy

Definitions

For the purposes of this Disclaimer:

  • “Company” (referred to as either “the Company”, “We”, “Us” or “Our” in this Disclaimer) refers to SPARK FORGE SDN. BHD.
  • “Goods” refers to the items offered for sale on the Service.
  • “Orders” means a request by You to purchase Goods from Us.
  • “Service” refers to the platform or website operated by the Company.
  • “You” means the individual accessing the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable. [1, 2]

1. General Policy Condition

  • Strict Non-Exchangeable and Non-Refundable Policy: Due to the technical nature of computer systems and electronic components, all Goods sold through our Service are strictly not exchangeable and not refundable under normal circumstances.
  • Exceptions to the Policy: A request for a return, refund, or exchange will ONLY be considered and evaluated if one or more of the following specific conditions are fully met:
    • The merchant or Company inadvertently sent the wrong item to You.
    • The purchased item received does not match the technical specifications, description, key features, or information advertised on the Service.
    • The purchased item received is physically spoiled, damaged, or inherently defective upon delivery (Dead on Arrival).
    • The delivery timeframe has exceeded the final delivery timeline specified in the Company’s official Shipping Policy.

2. Mandatory Evidence Required for Claims

To protect against fraudulent claims and to verify the condition of the electronic hardware, You are strictly required to provide the following evidence when submitting a refund or exchange request. Failure to provide any of these items will result in immediate rejection:

  • Continuous Unboxing Video: A clear, unedited, and continuous video recording showing the unopened parcel, the courier shipping label, the original outer packaging, and the process of opening and retrieving the item received. Any video that is cut, paused, edited, or filmed after the parcel has already been opened will be void.
  • First-Use Verification Video: Where applicable, a clear video showing the first configuration or initial power-on attempt of the item, demonstrating the alleged technical defect or failure.
  • Supporting Documentation: Relevant photographs highlighting the defect, complete order details, original invoices, and any other supporting documents explicitly requested by the Company. [1, 2, 3]

3. Strict Submission Timeframe

  • 24-Hour Strict Deadline: All official return, refund, and exchange requests, along with all mandatory videos and evidence, must be sent via email to the Company at spark_forge@outlook.com strictly within 24 hours of receiving the item (based on the courier’s official delivery timestamp).
  • Absolute Forfeiture: Any requests submitted after the 24-hour period, or any requests submitted without the complete required evidence mentioned above, will not be accepted under any circumstances. You automatically waive your right to a claim once this window expires.

4. Evaluation and Inspection Process

  • Once your email request and videos are received within the 24-hour window, our technical team will review the evidence.
  • If the initial evidence is approved, the Company will instruct You on how to ship the Goods back to our facility for physical quality inspection and serial number verification. [1]
  • The final approval for an exchange or refund is at the sole discretion of the Company, subject to the item being returned in its original condition with all manufacturer boxes, anti-static bags, manuals, and bundled accessories intact.

5. Governing Law

Any legal disputes, controversies, or claims arising out of this policy shall be resolved exclusively within the courts of MALAYSIA.

This Return, Refund and Exchange Policy shall be governed by and construed in accordance with the laws of MALAYSIA.