Thank you for shopping with UPDATE GREEN SDN BHD. We strive to ensure that all products purchased through our website are properly inspected, securely packed, and delivered to our customers in good condition.
This Return, Refund and Exchange Policy sets out the circumstances under which returns, refunds, or exchanges may be accepted for products purchased through https://updategreen.online/.
1. Definitions
For the purposes of this Policy:
- “Company”, “We”, “Us” or “Our” refers to UPDATE GREEN SDN BHD.
- “Website” refers to https://updategreen.online/.
- “Customer”, “You” or “Your” refers to any person who purchases Goods from the Company.
- “Goods”, “Product” or “Products” refers to the laptops, keyboards and mice, chargers and cables, flash drives, modern PCs, speakers, and other products offered for sale through the Website.
- “Order” refers to a purchase of Goods placed through the Website.
- “Delivery Date” refers to the date on which the Customer receives the purchased Goods.
2. General Return and Refund Policy
Unless otherwise stated in this Policy, all Goods sold by the Company are non-refundable and non-exchangeable.
Customers are therefore encouraged to carefully review the product description, specifications, features, compatibility, quantity, model, colour, size, and other relevant information before placing an Order.
A return, refund, or exchange may only be considered where the Goods received fall within one of the circumstances expressly stated in this Policy.
3. Circumstances Where Returns, Refunds or Exchanges May Be Accepted
The Company may accept a return, refund, or exchange request where:
3.1 Wrong Item Sent
The Company sent an item that is different from the item ordered by the Customer.
For example, where the Customer ordered one model, product, specification, or quantity but received a different product due to an error by the Company.
3.2 Product Does Not Match the Website Description
The Goods received do not materially correspond with the specifications, description, features, model, or other product information advertised on the Website at the time of purchase.
Customers should provide sufficient evidence showing the difference between the product ordered and the product received.
3.3 Product Is Damaged, Defective or Spoiled Upon Delivery
The Goods received are damaged, defective, faulty, or otherwise unusable upon delivery.
For electronic products, the Company may request additional information, photographs, videos, testing results, or other evidence to determine whether the issue existed upon delivery and whether it may have been caused by improper use, installation, handling, or other circumstances after delivery.
3.4 Delivery Exceeds the Stated Delivery Timeline
The Customer may submit a return or refund request where the Order has exceeded the applicable delivery timeline stated in the Company’s Shipping Policy.
The Company may review the delivery status, courier records, and other relevant information before determining whether the request qualifies.
4. Unboxing Video Requirement
For any return or refund request involving an incorrect, damaged, defective, or non-conforming Product, the Customer is required to provide a clear and continuous unboxing video whenever reasonably possible.
The unboxing video should clearly show:
- The parcel before it is opened;
- The condition of the unopened parcel;
- The shipping label and tracking information;
- The external packaging;
- The condition of the internal packaging;
- The Product as received;
- The Product packaging, labels, serial number, model number, or other identifying information where applicable; and
- Any visible damage, defect, missing item, or discrepancy.
The video should be recorded continuously from the unopened parcel until the Product and its contents have been fully revealed.
Edited, cut, incomplete, unclear, or otherwise insufficient videos may not be accepted as evidence.
5. First-Use Video Requirement
Where applicable, the Customer may also be required to provide a clear video showing the first use or initial testing of the Product.
This may apply particularly to electronic products such as:
- Laptops;
- Modern PCs;
- Keyboards and mice;
- Chargers and cables;
- Flash drives;
- Speakers; and
- Other electronic or computer-related Products.
The video should clearly demonstrate the issue being reported where reasonably possible.
The Customer should not intentionally damage, modify, disassemble, alter, repair, or otherwise tamper with the Product before the Company has reviewed the claim.
6. Supporting Evidence
In addition to the required unboxing video and, where applicable, first-use video, the Company may request additional supporting evidence.
Such evidence may include:
- Clear photographs of the Product;
- Photographs of the parcel and packaging;
- Photographs of the shipping label;
- Photographs or videos showing the alleged defect or damage;
- Order number;
- Purchase receipt or Order confirmation;
- Product model or serial number;
- Screenshots of relevant Order information;
- Courier or delivery information;
- Details describing the issue; or
- Any other reasonable supporting documentation requested by the Company.
The Customer must provide accurate and genuine evidence relating to the claim.
7. Time Limit for Return and Refund Requests
All return, refund, or exchange requests must be submitted to:
Email: up.green@outlook.com
The request must be submitted within 24 hours from the time the Customer receives the Product.
The Customer should provide the following information in the request:
- Full name;
- Order number;
- Date and time of delivery;
- Product name and/or model;
- Reason for the return, refund, or exchange request;
- Clear and continuous unboxing video;
- First-use video, where applicable;
- Relevant photographs; and
- Any other supporting evidence requested by the Company.
8. Requests Submitted After 24 Hours
Any return, refund, or exchange request submitted more than 24 hours after receipt of the Product may not be accepted.
The 24-hour period is intended to allow the Company to investigate issues promptly and determine whether damage, defects, missing items, or incorrect Products existed at the time of delivery.
Customers are therefore strongly advised to inspect their Orders immediately upon delivery.
9. Requests Without Required Evidence
The Company may reject a return, refund, or exchange request where the Customer fails to provide the evidence reasonably required under this Policy.
In particular, a claim may not be accepted where:
- No unboxing video is provided when required;
- The unboxing video does not clearly show the unopened parcel;
- The shipping label cannot be identified;
- The video has been edited or interrupted;
- The alleged defect or damage cannot be clearly demonstrated;
- Required photographs are not provided;
- The Customer fails to provide the requested Order information;
- The evidence is unclear, incomplete, or insufficient; or
- The request is submitted outside the applicable 24-hour period.
The Company reserves the right to request additional evidence where necessary to assess a claim.
10. Product Condition for Approved Returns
Where a return is approved, the Customer may be required to return the Product in its original condition and packaging, together with applicable accessories, manuals, cables, components, tags, and other items supplied with the Product.
The Product should not be intentionally damaged, modified, opened, repaired, or otherwise altered before being returned.
For electronic Products, tampering with internal components or attempting unauthorised repairs may affect the Company’s ability to accept the return or refund request.
11. Inspection of Returned Products
Once the returned Product is received, the Company may inspect the Product and the supporting evidence provided by the Customer.
The Company may assess:
- Whether the Product corresponds to the Order;
- Whether the reported damage or defect exists;
- Whether the issue was present upon delivery;
- Whether the Product has been used or handled improperly;
- Whether all required components and accessories have been returned; and
- Whether the claim meets the requirements of this Policy.
Submission of a return request does not automatically guarantee approval of a return, exchange, or refund.
12. Exchange Policy
Where an exchange is approved, the Company may provide a replacement Product of the same or equivalent type, subject to product availability.
If the same Product is unavailable, the Company may contact the Customer regarding an alternative solution, which may include a suitable replacement or refund where appropriate.
An exchange will only be processed after the Company has reviewed and approved the Customer’s claim.
13. Refund Policy
Where a refund is approved, the refund will be processed using the applicable refund method determined by the Company.
The timing for the Customer to receive the refunded amount may depend on the payment method, financial institution, payment processor, or other third-party service involved.
The Company is not responsible for delays caused by banks, payment gateways, financial institutions, or other third-party payment providers after the refund has been initiated by the Company.
14. Refund Amount
Where a refund is approved due to an eligible circumstance under this Policy, the Company will determine the appropriate refund amount based on the circumstances of the case and the applicable Order information.
The Company may require the Product to be returned and inspected before a refund is processed.
15. Items That Are Not Eligible for Return or Refund
Except where the circumstances described in this Policy apply, Products are generally not eligible for return, refund, or exchange due to:
- Change of mind;
- Incorrect selection by the Customer;
- Ordering the wrong model or specification;
- Ordering an incompatible Product;
- No longer wanting the Product;
- Failure to check product specifications before purchase;
- Minor differences that do not materially affect the Product;
- Damage caused after delivery;
- Improper use or installation;
- Accidental damage;
- Unauthorised modification or repair;
- Normal wear and tear; or
- Failure to follow the manufacturer’s instructions.
16. Customer Responsibility
Customers are responsible for carefully checking the product information before placing an Order.
This includes checking the Product’s:
- Model;
- Specifications;
- Compatibility;
- Features;
- Dimensions, where applicable;
- Quantity;
- Colour, where applicable; and
- Other relevant information.
Customers should also inspect the parcel immediately upon delivery and record the required evidence before opening or using the Product.
17. Fraudulent or Misleading Claims
The Company reserves the right to reject any claim where there is reasonable evidence that the Customer has:
- Provided false or misleading information;
- Altered or manipulated photographs or videos;
- Damaged the Product intentionally;
- Attempted to claim a refund for an item that was not damaged or defective upon delivery;
- Returned a different Product from the one supplied; or
- Otherwise attempted to misuse the return or refund process.
The Company may request additional evidence where necessary to verify the authenticity of a claim.
18. Delivery and Return Costs
Where a return is approved because the Company sent the wrong Product or the Product was confirmed to be defective, damaged, or materially different from the advertised Product, the Company will determine the appropriate arrangement for the return and replacement or refund.
Customers should not send Products back to the Company without receiving return instructions from the Company.
Any unauthorised return may not be accepted or processed.
19. No Unauthorised Returns
Customers must contact the Company at up.green@outlook.com and obtain confirmation before returning any Product.
The Company may provide specific return instructions depending on the nature of the claim.
Products returned without prior approval may be rejected, and the Company may not be responsible for Products sent without following the Company’s return instructions.
20. Policy Exceptions
The Company may, at its discretion, consider exceptional circumstances on a case-by-case basis.
Any exception granted by the Company does not create a continuing obligation to approve similar requests in the future.
21. Consumer Rights
Nothing in this Policy is intended to exclude, restrict, or limit any rights or remedies that cannot lawfully be excluded or limited under applicable laws and regulations.
Where applicable law provides the Customer with rights that are greater than those stated in this Policy, those legal rights will continue to apply.
22. Changes to This Policy
The Company reserves the right to update, amend, or modify this Return, Refund and Exchange Policy from time to time.
Any updated version will be published on the Website with the revised effective or updated date.
Customers are encouraged to review this Policy before making a purchase and when submitting a return, refund, or exchange request.
23. Contact Us
If you have any questions regarding this Return, Refund and Exchange Policy, or if you wish to submit a return, refund, or exchange request, please contact us:
UPDATE GREEN SDN BHD
Website: https://updategreen.online/
Email: up.green@outlook.com
All return, refund, and exchange requests must be submitted within 24 hours of receiving the Product and must include the required supporting evidence described in this Policy.