1. General Policy
All items purchased from our website are strictly non-exchangeable and non-refundable, except under the following circumstances:
- The product received does not match the specifications, descriptions, features, or information advertised on our website.
- The product received is spoiled, damaged, faulty, or defective upon delivery.
- The customer receives an incorrect item that differs from the confirmed order.
All return and refund requests are subject to verification and approval by the company, without affecting customers’ rights under applicable Malaysian consumer protection laws.
2. Required Supporting Evidence
Customers requesting a return or refund must provide the following evidence:
- Unboxing Video: A clear, continuous, and unedited video showing the unopened parcel, shipping label, packaging condition, and the entire unboxing process.
- First-Use Video: A clear video demonstrating the product’s first use and any defects or malfunctions, where applicable and safe to record.
- Additional Evidence: Clear photographs, order confirmation, receipt, and any other relevant supporting documents requested by the company.
Customers are advised to retain all original packaging, accessories, and supporting documents until the request has been resolved.
3. Return and Refund Request Period
All return, exchange, or refund requests must be submitted within 24 hours of receiving the item via email to:
Customers must provide their order number, a description of the issue, and all relevant supporting evidence.
Requests submitted after the 24-hour period or without sufficient evidence may be rejected under our standard return procedure, subject to applicable consumer protection laws.
4. Non-Refundable Circumstances
Returns and refunds will generally not be accepted for the following reasons:
- Change of mind or personal preference.
- Incorrect product selection by the customer.
- Damage caused by misuse, negligence, improper handling, or unauthorised modifications.
- Normal wear and tear or damage occurring after delivery.
- Claims that cannot be reasonably verified due to insufficient supporting evidence.
These exclusions do not affect any statutory rights or remedies available to customers.
5. Verification and Return Procedure
Upon receiving a request, the company will review the submitted evidence and determine whether the claim is eligible.
Additional information or photographs may be requested during the verification process.
Customers must obtain approval and return instructions before sending any product back. Unauthorised returns may not be accepted.
Where a claim is approved, the company will arrange an appropriate resolution, including a replacement, exchange, or refund, subject to product availability and applicable law.
6. Refund Processing Timeline
Once a refund has been approved, it will normally be processed within 7–14 business days, depending on the original payment method and the processing time of the relevant bank or payment service provider.
Refunds will generally be credited through the original payment method unless otherwise agreed.
Saturdays, Sundays, and public holidays are excluded from the processing timeline. Any applicable statutory refund deadlines will take precedence.
7. Contact Information
For all return, exchange, and refund enquiries, please contact:
Email: maxflow.solitions@outlook.com
By purchasing from our website, customers acknowledge that they have reviewed our Return, Exchange & Refund Policy, subject to their rights under applicable Malaysian laws.