Return Policy
1. Overview
We aim to ensure your satisfaction. Please review the terms below for returns, refunds, and cancellations.
2. Scope
Applies to all physical and digital goods, and services purchased through our website.
3. Eligibility
- Physical items: Returns accepted within 30 days of delivery, if the item is unused, in original packaging, and accompanied by proof of purchase.
- Digital products/services: Non-refundable once access is granted or services have commenced, except in cases of technical fault on our part.
4. Faulty or Non‑Conforming Goods
Under Malaysia’s Consumer Protection Act 1999, you’re entitled to repair, replacement, or a full refund if goods are defective, unsafe, or do not meet the description or fitness promised .
- Notify us promptly upon discovering the issue.
- We’ll arrange inspection and offer remedy within a reasonable time.
5. Simple Change of Mind
- Eligible physical items may be returned within 14 days for a full refund or exchange, provided they’re in original, re-sellable condition.
- Return shipping costs are the customer’s responsibility unless the product is faulty.
6. Future Services & Cancellations
If you cancel before service starts, a cancellation fee of up to 15% of the total contract price may apply, or half the pro‑rata value used .
Refunds of any excess payment will be issued within 14 days of cancellation ().
7. Refund Process
- Refunds processed within 7–14 business days after receipt and inspection.
- Refunds issued via original payment method or store credit, based on your preference.
- In case of partial refunds or restocking fees, you’ll be notified beforehand.
8. Returns Procedure
- Contact our Customer Service at enquiry@iosolutions.com.my with your order number and reason for the return.
- Receive Return Authorisation and detailed instructions.
- Ship back the item securely (customers bear shipping costs for non-faulty returns).
- Once inspected, we’ll proceed with refund, replacement, or repair.
9. Exceptions & Non‑Returnable Items
- Customised, personalised, opened digital products, and software licenses after activation—unless faulty.
- Services already performed are non-refundable once started.
10. Policy Updates
We reserve the right to revise this policy. All changes will take effect on the Effective Date shown at the top of this page.
11. Disputes & Legal Rights
This policy complements your rights under the Consumer Protection Act 1999. You may file complaints with Malaysia’s Ministry of Domestic Trade if unresolved .
👍 How to Get Started
To initiate a return, replacement, or request a refund—email enquiry@iosolutions.com.my with your order details and reason for return.