Return, Refund and Exchange policy

Company Name: SOURCE DIRECT SDN. BHD.
Registration No.: 202501005109 (1606523-M)
Email: source-direct@outlook.com

At SOURCE DIRECT SDN. BHD., we are committed to supplying quality connectors, batteries, cables, electronic components and related products. This Return, Refund and Exchange Policy explains the conditions and procedures applicable when customers wish to return or exchange a product or request a refund.

By purchasing from our website, you acknowledge and agree to this Policy.

1. Return Period

Customers may submit a return request within 30 days from the date the order is received.

To qualify for a return, the product must:

  • Be unused, uninstalled and in its original condition.
  • Be returned with its original packaging, labels, manuals, parts and accessories.
  • Show no signs of alteration, soldering, wiring, assembly or attempted installation.
  • Be suitable for resale.
  • Be accompanied by valid proof of purchase.
  • Comply with all other requirements stated in this Policy.

Returns submitted after the applicable period may not be accepted unless otherwise required by Malaysian law.

2. Eligible Reasons for Return, Refund or Exchange

A product may qualify for a return, refund or exchange if:

  • The wrong product was delivered.
  • The quantity received is different from the quantity ordered.
  • The product is damaged or defective upon delivery.
  • Essential parts or accessories are missing.
  • The product materially differs from the description or specifications displayed on our website.
  • The product is incompatible due to incorrect information provided by the Company.
  • The delivery exceeds the timeline stated in our Shipping Policy, subject to circumstances reasonably within our control.

Customers must check product specifications, dimensions, voltage, current rating, polarity, connector type, compatibility and intended application before placing an order.

3. Non-Returnable and Non-Refundable Products

Returns, refunds or exchanges will generally not be accepted for:

  • Products that have been installed, connected, soldered, wired or assembled.
  • Connectors, terminals or cables that have been cut, crimped or modified.
  • Products damaged by incorrect voltage, polarity, wiring or installation.
  • Batteries that have been opened, activated, installed or used.
  • Products damaged due to misuse, negligence, overloading or improper handling.
  • Items damaged by water, heat, impact, corrosion, chemicals or unsuitable storage.
  • Products showing normal wear and tear.
  • Items without their original packaging, labels, parts or accessories.
  • Clearance, discounted, promotional or final-sale products, unless defective or incorrectly supplied.
  • Personalised, customised, specially ordered or made-to-order products.
  • Products purchased based on incorrect specifications or compatibility assumptions made by the customer.
  • Items purchased from third-party platforms or unauthorised sellers.
  • Products expressly marked as non-returnable or non-refundable.

This section does not exclude any mandatory consumer rights provided under applicable Malaysian law.

4. Change-of-Mind Returns

Change-of-mind returns may be considered within 30 days of delivery, subject to prior approval.

The product must remain unopened, unused, uninstalled and in resalable condition. The original packaging must not be torn, marked or materially damaged.

The Company reserves the right to reject a change-of-mind return if the packaging has been opened or if the condition of the product prevents it from being sold as new.

Original delivery charges, transaction fees, administrative fees and other non-product charges are generally non-refundable for change-of-mind returns.

5. Compatibility and Technical Specifications

Customers are responsible for confirming that a product is suitable for their equipment or intended application before completing an order.

This includes checking:

  • Connector type and configuration;
  • Product measurements and dimensions;
  • Voltage and current ratings;
  • Polarity and pin arrangement;
  • Cable or wire requirements;
  • Battery type and size;
  • Equipment model and compatibility; and
  • Installation and operating requirements.

A product will not be considered defective merely because it is incompatible with the customer’s equipment when the specifications displayed on our website are accurate.

If you are uncertain about compatibility, please contact us before placing your order.

6. Damaged, Defective or Incorrect Products

Customers should inspect all products immediately after delivery and before installation or use.

If a product is damaged, defective, incomplete or incorrect, please email source-direct@outlook.com as soon as reasonably possible and include:

  • Your full name and contact details;
  • Your order or invoice number;
  • The affected product’s name and quantity;
  • A description of the issue;
  • Clear photographs of the product;
  • Photographs of the parcel, packaging and delivery label;
  • A clear and continuous unboxing video, where available;
  • A video demonstrating the defect, where appropriate; and
  • Any other information reasonably requested by the Company.

Please retain the product and all packaging until the investigation has been completed. Do not attempt to repair, modify, solder or install a product after discovering a possible defect.

7. Exchange Policy

Approved exchanges are subject to stock availability.

If the requested replacement is unavailable, we may offer:

  • A suitable alternative product;
  • Store credit, where applicable; or
  • A refund through the original payment method.

If the replacement product has a higher price, the customer must pay the difference. If it has a lower price, the balance may be refunded or issued as store credit, subject to our approval.

Only the product approved in the exchange request may be returned. Additional products included without approval may not be accepted.

8. Return Procedure

To request a return, refund or exchange:

  1. Contact us at source-direct@outlook.com within the applicable return period.
  2. Provide the order number, product details, reason for the request and supporting evidence.
  3. Wait for our review and return instructions.
  4. Securely pack the approved product with all original packaging and accessories.
  5. Return the product according to the instructions provided.
  6. Retain the return tracking number and delivery receipt.

Products returned without prior approval may be rejected or experience processing delays.

9. Inspection and Testing

All returned products are subject to inspection and, where appropriate, technical testing.

The inspection may determine whether:

  • The product has a manufacturing defect;
  • The product was damaged before delivery;
  • The product was incorrectly installed or connected;
  • The product has been altered, soldered, cut or modified;
  • The reported issue results from incompatible equipment;
  • The product has been exposed to unsuitable voltage, current or environmental conditions; or
  • The return otherwise complies with this Policy.

If no defect is found or the damage resulted from improper use, installation or handling, the return may be rejected.

10. Refund Processing

Once the returned product has been received, inspected and approved, the refund will be processed through the original payment method whenever reasonably possible.

Please allow approximately 7–14 business days for an approved refund to be processed. Additional time may be required for your bank, card issuer or payment provider to credit the amount to your account.

Refunds will generally be limited to the approved value of the returned product. Original delivery charges and other non-product fees may not be refunded unless:

  • The wrong product was supplied;
  • The product was defective or damaged upon delivery;
  • The refund is required by applicable law; or
  • The Company agrees otherwise in writing.

11. Promotional and Bundle Purchases

For products purchased using a voucher, discount or promotional code, the refund will be based on the amount actually paid.

For bundle deals or multi-item promotions, all products included in the promotion may need to be returned to qualify for a full refund.

Complimentary items supplied with an order must also be returned unused and in their original condition. If a complimentary item is not returned, its stated or reasonable value may be deducted from the refund.

Used promotional codes and vouchers are generally not exchangeable for cash or reissued.

12. Battery Products

Customers must ensure that batteries are compatible with their equipment before purchase and must follow all applicable usage, installation, storage and disposal instructions.

Returns may not be accepted for batteries that:

  • Have been opened, installed, activated or used;
  • Have been exposed to heat, moisture or improper storage conditions;
  • Have leaked due to incorrect installation or prolonged storage in equipment;
  • Have been mixed with incompatible battery types;
  • Have been inserted using incorrect polarity; or
  • Show signs of physical damage or misuse.

If a battery arrives damaged, leaking or defective, do not use it. Keep it away from children, heat and flammable materials, and contact us immediately for further instructions.

13. Order Cancellation Policy

Customers may request to cancel an order within 12 hours after placing it, provided that the order has not been processed, packed, dispatched or handed over to the delivery provider.

To request cancellation, email source-direct@outlook.com immediately and provide your order number and reason for cancellation.

Cancellation requests are not automatically approved. Once an order has entered processing or delivery, it can no longer be cancelled and will be handled under the applicable return conditions after delivery.

Customised, made-to-order, specially sourced or bulk-order products cannot be cancelled after procurement or preparation has started.

If cancellation is approved, the refund will be issued through the original payment method. Transaction charges, administrative fees or other costs already incurred may be deducted where permitted by law.

The Company reserves the right to cancel an order due to:

  • Product unavailability;
  • Incorrect pricing or product information;
  • Payment failure;
  • Suspected fraudulent activity;
  • Delivery restrictions;
  • Incomplete or inaccurate order information; or
  • Other circumstances that prevent the order from being fulfilled.

If the Company cancels a paid order, the amount paid for the cancelled product will be refunded.

14. Delivery Damage and Missing Orders

If a parcel appears damaged upon delivery, customers should photograph the parcel before opening it and record a continuous unboxing video whenever possible.

For missing parcels or orders marked as delivered but not received, customers should first check with household members, reception staff, neighbours and the delivery provider.

The Company may assist with a delivery investigation. Any refund or replacement will depend on the investigation outcome and the supporting evidence available.

15. Product Information and Images

We take reasonable care to provide accurate product descriptions, specifications, images and measurements. However, minor differences may occur due to manufacturing variations, photography, lighting or display settings.

Customers should rely on the written specifications and measurements when determining compatibility. Product images may not always reflect the exact size of an item.

Minor differences that do not materially affect the product’s intended function will not normally be considered defects.

16. Abuse of This Policy

We reserve the right to reject or restrict returns, refunds, exchanges or future transactions where we reasonably suspect:

  • Fraudulent claims;
  • Deliberate product damage;
  • Excessive or repeated returns;
  • Substitution of products or components;
  • False or misleading evidence;
  • Abuse of promotional offers; or
  • Any other misuse of this Policy.

Any decision will be made reasonably and in accordance with applicable law.

17. Changes to This Policy

SOURCE DIRECT SDN. BHD. may amend this Policy from time to time. Any changes will take effect when the revised Policy is published on our website.

The version in effect when an order is placed will generally apply to that order unless an amendment is required by law.

18. Governing Law

This Return, Refund and Exchange Policy shall be governed by and interpreted in accordance with the laws of Malaysia.

Any dispute arising from or relating to this Policy shall be subject to the jurisdiction of the courts of Malaysia, without limiting any mandatory rights or remedies available under applicable Malaysian consumer protection laws.

19. Contact Us

For return, refund, exchange or cancellation enquiries, please contact:

SOURCE DIRECT SDN. BHD.
Registration No.: 202501005109 (1606523-M)
Email: source-direct@outlook.com