Returning or Exchange Your Order (FAQs)
1. What is not included in a standard delivery?
- Expedited delivery service
- Delivery on Sunday or public holidays
- Time-specific delivery
- Authority to pick up the order from the warehouse only if authorised by our Sales Coordinator
- Goods handling (available at extra charge and within our capabilities)
2. Can I change my order?
- Once your order has been submitted. It is immediately entered into our order processing system and cannot be changed.
- Goods sold and deposit are not returnable & refundable or a cancellation fee of 20% on purchase.
- Any inquiries or complaints regarding this order must be made within 7 days of the invoice date or any discrepancies will not be entertained.
- If you need to place an additional order, please contact our Sales Representative at +603 – 6094 1122 or visit us at www.powercool.cm.my.
3. Can I cancel my order?
- Before Production/Packaging: It is only possible to cancel your order before the production and packaging process starts.
- Check your Online Order Status for the current status of your order.
- After Production/Shipped Orders: Orders that have already started the production process or that have shipped cannot be cancelled. If the order is no longer needed you will need to request a Return.
- Goods sold and deposit are not returnable & refundable or a cancellation fee of 20% on purchase.
- Any inquiries or complaints regarding this order must be made within 7 days of the invoice date or any discrepancies will not be entertained.
4. Can I return my order?
- Easy Online Returns – You can return products that you bought directly from Hi-Ten within the timeframe set by Hi-Ten’s Return Policy.
- Accept Delivery of your order
- Request a Return Online
- Print Return Label sent to you by email
- Ship your order back to Hi-Ten
- Follow the status of your Return on your Online Order Status page by searching with your Invoice No.
5. Who do I contact if I have not received my credit or refund?
- If you have not yet received your credit or refund, please contact our Hi-Ten Customer Service experts.
- Please have your Hi-Ten invoice number.
- Your Order Number and Customer are sent to you in the Order Confirmation document via email after your order is processed or you can find your Customer and Order Number online 24/7.
7. Return / Replace / Cancellation of Goods
7.1. Return of Defective Goods
7.1.1.We shall be deemed prima facie to have properly performed all obligations under the Contract, and the Goods delivered shall be deemed to be correct and of satisfactory quality, unless notice of fault and the particulars of such fault are given in writing by email or calling our customer service accompanied with the return of the Goods to us at [insert address] within fourteen (14) days from the date of its delivery at the Delivery Address. Any claim not made as aforesaid shall be deemed to be waived and absolutely barred except where you can show to our satisfaction that it was impossible for you to comply with such time limit and that you have made the claim as soon as it becomes possible to do so.
7.1.2. In the event that a request is lodged in accordance with Clause 7.1.1 and subject to satisfactory proof of fault thereof, we shall, at our sole and absolute discretion, either:
(a)replace the Goods free of charge subject to the terms herein, in particular Clauses 7.1.3 and 7.1.5; or
(b)refund to you the amount paid for the Goods subject to the terms herein, in particular Clauses 7.1.4 and 7.1.5, after your return of the Goods.
7.1.3. Without prejudice to anything contained in the Contract, except the cost of delivery to return the Goods, all costs and expenses arising from the return of the Goods under Clause 7.1.1 and delivery of the replacement thereof under Clause 7.1.2(a) shall be borne by you entirely.
7.1.4. Refund of payment under Clause 7.1.2(b) shall be made in such manner as we shall determine at our sole and absolute discretion.
7.1.5. The Goods returned under Clause 7.1.1 shall be returned in its original unaltered condition and in its original packaging. Gift(s) or any enclosed item(s) shall be returned simultaneously.
7.2. No Reason Return of Goods
7.2.1. We would accept no reason returns within fourteen (14) days from the purchase date (including the day of purchase). Any request not made as aforesaid shall be deemed to be waived and absolutely barred except where you can show to our satisfaction that it was impossible for you to comply with such time limit and that you have made the request as soon as it becomes possible to do so.
7.2.2. In the event that a request is lodged in accordance with Clause 7.2.1, we shall charge you either:
(a) 30% of the purchase price paid for any opened box machine and accessories; return is not allowed for any used machine.
(b) 15% of the purchase price paid for any closed/unopened box returned.
7.2.3. The Goods returned under Clause 7.2 shall be returned in its original unaltered condition and in its original packaging. Gift(s) or any enclosed item(s) shall be returned simultaneously.
7.3. Cancellation of Goods
7.3.1. We would accept order cancellation before order is shipped. For any order has been shipped, the case will be handled subject to Clause 7.2.
7.4. Notice of Return / Replace / Cancellation request under this Clause 7 shall be made to us through our customer service hotline or email.
7.5. We reserve our sole and absolute right and discretion to decline any request under this Clause 7. In the event of any dispute hereunder, our determination shall be final and conclusive.
