TrueCores ICT Solutions Sdn. Bhd. (“we”, “us”, or “our”) is committed to ensuring your satisfaction. Our policy is designed to comply with the Consumer Protection Act 1999 of Malaysia.
1. Right to Redress
Under Malaysian law, you are entitled to a remedy (repair, replacement, or refund) if the goods you purchased:
- Are of unacceptable quality (defective or damaged).
- Are unfit for the purpose for which they were intended.
- Do not match the description or sample provided at the time of purchase.
2. Return Conditions
To be eligible for a return, please ensure that:
- The request is made within 7 days of receiving the item.
- The item is in its original packaging, including all accessories, manuals, and free gifts.
- You provide a valid Proof of Purchase (invoice or receipt).
3. Non-Returnable Items
In accordance with standard industry practice and hygiene regulations, the following items cannot be returned unless they are faulty:
- Software, licenses, or digital products once the seal is broken or the code is revealed.
- Consumables (e.g., ink cartridges, toners) if opened.
- Custom-configured hardware or “Build-to-Order” systems.
4. Refund Process
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
- Approved Refunds: Will be processed within 14 business days.
- Method: Refunds will be issued via the original payment method or bank transfer to the customer’s registered name.
- Shipping Costs: Customers are responsible for return shipping costs unless the item is confirmed to be defective or incorrectly sent by us.
5. Future Services & Deposits
For service contracts (e.g., maintenance packages), cancellations are subject to Section 17 of the CPA 1999, where we may retain a maximum of 5% of the contract price or the value of services already rendered.