Refund and Returns Policy

Overview

Thank you for shopping with UPDATE GREEN SDN BHD. We are committed to delivering quality computer equipment and accessories to our customers. This policy outlines your rights and our procedures for handling returns, refunds, and cancellations of purchases made through our online store.

1. Definitions

For clarity throughout this document:

“Company”, “We”, “Us”, or “Our” refers to UPDATE GREEN SDN BHD, located at 49, Jalan SS 5C/11, 47301 Kelana Jaya, Selangor, Malaysia.
“Customer”, “You”, or “Your” refers to any individual or business that places an order through our online platform.
“Goods”, “Products”, or “Items” refer to all computers, computer equipment, accessories, and related supplies offered for sale by the Company.
“Website” refers to any official e-commerce platform or online sales channel operated by the Company.

2. Return Policy (30 Days)

We aim for your complete satisfaction. If you are not satisfied with your purchase, you may request a return within thirty (30) calendar days from the date the order was delivered.

Eligibility Criteria:

To be eligible for a return:

Items must be in their original, unused condition, unmodified, and without signs of wear or damage.
Products must be returned in their original packaging, with all included accessories, documentation, and manuals.
A valid proof of purchase (such as a receipt, order confirmation, or invoice) must be provided.
The return request must be made within the 30-day window.

Returned items that do not meet these criteria may be refused and returned to the customer.

3. Refund Policy

Once the returned item is received and inspected:

We will notify you by email whether your return has been approved or rejected.
If approved, a full refund will be issued to your original method of payment.
The processing time for refunds may take 7 to 14 business days, depending on your bank or payment provider.

Refunds are granted only for items that pass inspection. In cases where the product is found to be used, altered, or damaged, the refund may be denied.

4. Return Procedure

To initiate a return:

Email us at up.green@outlook.com within 30 days of receiving your order.
Include the following:
- Full Name
- Order Number
- Contact Number
- Description of the reason for return
- Supporting images (if applicable)
Wait for instructions and approval from our support team before sending back the item.

Please ensure that items are securely packaged to prevent damage during transit.

5. Cancellation Policy (Within 12 Hours)

If you wish to cancel an order, you must do so within twelve (12) hours of placing the order.

Cancellation Conditions:

Cancellations can be requested by sending an email to up.green@outlook.com with your order number and contact details.
Orders may only be cancelled if they have not been processed, packed, or shipped.
If the cancellation request is made within 12 hours and the order is still unprocessed, we will issue a full refund to your original payment method.

Orders that have already been processed or dispatched cannot be cancelled, but the items may be returned upon receipt in accordance with our return policy.

6. Damaged, Incorrect or Defective Items

If you receive a product that is damaged, incorrect, or defective upon arrival, please notify us within 3 calendar days of delivery.

Send an email to up.green@outlook.com with:

Your full name
Order number
Description of the issue
Clear photographs of the product and packaging

We will assess the issue and provide you with options including a refund or a replacement depending on availability.

7. Exchange Policy

We currently do not support direct exchanges. If you wish to replace an item with a different product, please proceed with the return process for the original item and place a new order separately.