Refund and Returns Policy

Overview

At SOURCE DIRECT SDN. BHD., we stand behind the quality of our electrical and electronics goods. This policy outlines your rights and our procedures regarding order cancellations, returns, and refunds. We’ve designed this policy to be fair, transparent, and customer-friendly.

1. ORDER CANCELLATION PROCEDURE

1.1 Cancellation Timeframe

You may cancel your order without any penalty within 12 hours of order placement, provided your order has not yet entered the processing stage.

1.2 How to Cancel

To request cancellation:

  • Send an email to source-direct@outlook.com
  • Use subject line: “URGENT CANCELLATION: [Your Order Number]”
  • Include in the email body:
    • Your full name
    • Order number
    • Contact number
    • Reason for cancellation

1.3 Cancellation Processing

  • Successful cancellations will receive confirmation within 24 hours
  • Refunds will be processed within 3 business days
  • Refund method will match original payment
  • Processing fees (if any) will not be refunded

2. RETURN & REFUND POLICY

2.1 Eligibility Criteria

We accept returns within 30 days of purchase for:

  • Unused products in original condition
  • Items with original packaging and all accessories
  • Products with proof of purchase (invoice/order confirmation)

2.2 Non-Returnable Items

The following cannot be returned:

  • Products showing signs of use or wear
  • Items with removed or damaged serial numbers
  • Software or digital products with broken seals
  • Products without original packaging

2.3 Return Process

Step 1: Return Authorization

  • Contact us at source-direct@outlook.com within 30 days
  • Provide: Order number, product details, reason for return
  • Our team will respond within 2 business days

Step 2: Product Inspection

  • All returns undergo quality inspection
  • We verify:
    • Product condition
    • Completeness of accessories
    • Matching of serial numbers

Step 3: Refund Processing

  • Approved refunds processed within 5 business days
  • Refund method matches original payment
  • Allow 3-5 additional days for bank processing

3. SPECIAL CONDITIONS FOR ELECTRONICS

3.1 Testing Period

We recommend testing electronic items immediately upon receipt. Report any issues within 7 days for fastest resolution.

3.2 Factory-Sealed Products

  • Opened software/media cannot be returned
  • Unopened items may be returned within policy terms

3.3 Component Returns

For products with multiple components:

  • All parts must be returned together
  • Missing components may result in partial refund

4. DAMAGED OR INCORRECT ITEMS

4.1 Reporting Timeline

Report damaged/incorrect items within 48 hours of delivery for priority handling.

4.2 Required Documentation

Include with your claim:

  • Photos of damaged packaging
  • Photos of product defects
  • Copy of delivery note
  • Order confirmation

4.3 Resolution Options

We will offer at our discretion:

  • Replacement with identical product
  • Replacement with equivalent product
  • Full refund including original shipping

5. GENERAL PROVISIONS

5.1 Policy Changes

We reserve the right to modify this policy. Changes become effective upon posting on our website.

5.2 Dispute Resolution

Any disputes will be resolved through negotiation. If unresolved, matters will be submitted to the Malaysian Consumer Tribunal.

5.3 Contact Information

SOURCE DIRECT SDN. BHD.
📧 Email: source-direct@outlook.com
📍 Address: 112, LORONG KOTA PERMAI 11, TAMAN KOTA PERMAI, 14000 BUKIT MERTAJAM, PULAU PINANG, MALAYSIA