Return Policy

Effective date: 2024-01-21

1. Return Policy Overview

Concepts 2 Solution (M) Sdn. Bhd. (1562132-D) ("we", "us", or "our") is committed to providing excellent customer service and ensuring your satisfaction with our products and services. This Return Policy outlines the terms and conditions for returns, exchanges, and refunds for products and services purchased through our website, mobile applications, or other channels.

2. Return Eligibility

2.1 Products Eligible for Return

We accept returns for both defective and non-defective products under the following conditions:

  • Defective Products: Products that are damaged, malfunctioning, or not working as intended upon delivery
  • Non-Defective Products: Products that are in original condition, unused, and within the return period
  • Digital Products: Software licenses, digital downloads, and online services may have different return terms

2.2 Return Timeframe

Returns must be initiated within 30 days from the date of purchase or delivery, whichever is later. For defective products, this timeframe may be extended at our discretion.

3. Exchange Policy

Yes, we accept exchanges for the following reasons:

  • Product defects or malfunctions
  • Wrong product received
  • Size or specification changes (where applicable)
  • Customer preference changes (subject to product availability)

4. Return Process

4.1 How to Initiate a Return

To initiate a return, please follow these steps:

  1. Contact our customer service team at support@patrolxpert.com.my OR support@concepts2solution.com.my or through our website contact form
  2. Provide your order number, product details, and reason for return
  3. Our team will review your request and provide return instructions
  4. Package the product securely in its original packaging (if available)
  5. Ship the product back to us using the provided return label or shipping method

4.2 Return Shipping

Return shipping costs are handled as follows:

  • Defective Products: We cover all return shipping costs
  • Non-Defective Products: Customer is responsible for return shipping costs, unless otherwise specified
  • Wrong Product Sent: We cover all return shipping costs

5. Refund Policy

5.1 Refund Processing

Refunds will be processed as follows:

  • Refunds will be issued to the original payment method used for purchase
  • Processing time: 5-10 business days after we receive the returned product
  • Bank processing time may add additional 3-5 business days
  • Refund amount will exclude any shipping costs paid by the customer (unless the return is due to our error)

5.2 Partial Refunds

Partial refunds may be issued in the following circumstances:

  • Product returned in less than original condition
  • Missing accessories or components
  • Custom or personalized products that cannot be resold

6. Non-Returnable Items

The following items are generally not eligible for return:

  • Digital products that have been downloaded or activated
  • Custom or personalized products
  • Products damaged by misuse or normal wear and tear
  • Products returned after the 30-day return period
  • Products without original packaging or documentation
  • Services that have been fully rendered

7. Product Condition Requirements

For returns to be accepted, products must be:

  • In original, unopened packaging (where applicable)
  • In original condition with all tags, labels, and accessories
  • Accompanied by original receipt or proof of purchase
  • Free from damage caused by misuse or negligence

8. Warranty Information

Our products come with the following warranty coverage:

  • Hardware Products: 1 year manufacturer warranty from date of purchase
  • Software Products: 90 days technical support and updates
  • Services: 30 days satisfaction guarantee

Warranty claims should be directed to our customer service team with proof of purchase and detailed description of the issue.

9. International Returns

For international customers:

  • Return shipping costs are the responsibility of the customer
  • Customs duties and taxes are non-refundable
  • Return process may take longer due to international shipping
  • Local return policies may apply based on your country of residence

10. Dispute Resolution

If you are not satisfied with our return resolution:

  • Contact our customer service manager at support@patrolxpert.com.my OR support@concepts2solution.com.my
  • Provide detailed information about your concern
  • We will review your case and provide a resolution within 5 business days
  • For Malaysian customers, you may also contact the relevant consumer protection authorities

11. Policy Updates

We reserve the right to update this Return Policy at any time. Changes will be posted on this page with an updated effective date. Continued use of our services after changes constitutes acceptance of the updated policy.

12. Contact Information

For questions about returns, exchanges, or refunds, please contact us:

  • Email: support@patrolxpert.com.my OR support@concepts2solution.com.my
  • Phone: +6 011 5419 5896
  • Address: Concepts 2 Solution (M) Sdn. Bhd. (1562132-D)
  • Business Hours: Monday to Friday, 9:00 AM - 6:00 PM (Malaysia Time)

13. Legal Compliance

This Return Policy complies with Malaysian consumer protection laws and regulations. Your statutory rights as a consumer are not affected by this policy.

Last Updated: January 21, 2024