Policy Overview
FUSION FLOW SDN. BHD. [202501017303 (1618717-A)] carefully checks and packs its computer components, monitors, hard drives, storage devices, cables, adapters and related accessories before dispatch; however, if a product arrives damaged, defective, incomplete, incorrect or materially different from the specifications shown on our website, customers may submit a return, refund or exchange request subject to the conditions and evidence requirements stated below.
Eligible Reasons
A request may be considered if:
- The Company delivered the wrong product.
- The model, specification or quantity received differs from the confirmed Order.
- The product does not match the description or features advertised on our website.
- The product arrived physically damaged.
- The product was defective or unable to function upon its first use.
- Essential cables, adapters, manuals or components were missing.
- Delivery exceeded the period stated in our Shipping Policy.
All requests must be submitted within 30 days from the date of delivery.
Supporting Evidence
Customers must provide:
- A valid Order number or proof of purchase.
- Clear photographs of the complete product.
- Photographs showing the packaging and shipping label.
- Close-up photographs of the reported damage or defect.
- A continuous unboxing video showing the unopened parcel, shipping label, packaging and product received.
- A video demonstrating the product’s first use and reported fault, where applicable.
- Photographs showing the model number, serial number or product label.
- Any additional diagnostic information reasonably requested by the Company.
Requests submitted without sufficient supporting evidence may be rejected.
Returnable Condition
To remain eligible, the product must:
- Be unused, except for reasonable testing needed to identify a defect.
- Remain in its original physical condition.
- Be returned in its original packaging.
- Include all cables, adapters, manuals, accessories and complimentary items.
- Retain all serial-number labels, seals and product markings.
- Be free from scratches, dents, liquid damage or signs of misuse.
- Not have been dismantled, modified or repaired.
- Not have had its serial number removed, covered or altered.
Customers should stop using the product immediately after discovering a possible defect.
Compatibility Requirements
Customers are responsible for checking compatibility before placing an Order, including:
- Connection type.
- Port requirements.
- Device and motherboard support.
- Operating-system requirements.
- Power and voltage requirements.
- Storage format and capacity.
- Monitor resolution and input compatibility.
- Product dimensions and specifications.
Compatibility-related returns may be rejected where the relevant information was clearly stated before purchase or where the wrong product was selected by the customer.
Non-Eligible Requests
Returns, refunds and exchanges will generally not be accepted for:
- Change-of-mind purchases.
- Products ordered in the wrong model, capacity, size or specification.
- Compatibility issues caused by failure to review the product information.
- Products damaged through incorrect installation.
- Damage caused by unsuitable voltage or power sources.
- Products affected by liquid, impact, overheating or improper storage.
- Products dismantled, modified or repaired without authorisation.
- Damage caused by malware, unsupported software or system configuration.
- Products with missing packaging, accessories or manuals.
- Products with removed or altered serial numbers.
- Normal wear and tear.
- Minor colour differences caused by lighting or screen settings.
- Clearance or promotional products, unless incorrect or defective upon delivery.
- Requests containing false, altered or inadequate evidence.
How to Submit a Request
Before returning a product, customers must email fusionflow1@outlook.com with the Order details, explanation of the issue and all required evidence.
Customers must wait for approval and return instructions before sending the product. Products returned without prior authorisation may not be accepted.
Inspection and Testing
Returned products may be inspected and tested to determine whether the reported issue was caused by:
- A product defect.
- Delivery damage.
- Compatibility limitations.
- Incorrect installation.
- Improper use.
- Unauthorised modification.
- External hardware or software.
Submission of a request does not automatically guarantee approval.
Refunds
Approved refunds will be processed through the original payment method whenever possible.
The time required for a refund to appear may vary depending on the bank, payment gateway or financial institution. Administrative fees and other non-refundable charges will not be included unless the issue resulted from an error by the Company.
Exchanges
Approved exchanges are subject to product availability.
If the same product is unavailable, the Company may offer:
- A suitable replacement.
- An alternative product of similar value.
- Store credit.
- A refund of the approved amount.
Customers selecting a higher-priced replacement must pay the difference.
Cancellation Policy
Orders may only be cancelled within 12 hours from the time of purchase, provided processing, packing or shipment has not begun.
Processed or dispatched Orders cannot be cancelled. The Company may cancel an Order due to unavailable stock, incorrect pricing, unsuccessful payment verification, suspected fraud or other reasonable operational circumstances.
Right to Reject a Request
The Company may reject a request if:
- It is submitted after the permitted period.
- Required evidence has not been provided.
- The returned product does not meet the required conditions.
- The serial number does not match the Order records.
- The reported issue cannot be verified.
- Damage resulted from misuse, incompatibility or incorrect installation.
- The return was sent without approval.
- The claim is fraudulent, misleading or abusive.
Contact Information
For return, refund, exchange or cancellation enquiries, please contact:
FUSION FLOW SDN. BHD.
Registration No.: 202501017303 (1618717-A)
Email: fusionflow1@outlook.com
Address: No. 9, Lorong Impian Ria 5, Taman Impian Ria, 14100 Bukit Mertajam, Pulau Pinang, Malaysia.