Overview
At FUSION FLOW SDN. BHD., we take pride in delivering quality computer parts and accessories to our customers. Your satisfaction is our priority. To support your shopping experience, we provide a fair and transparent policy regarding returns, refunds, and order cancellations. We encourage all customers to read and understand the terms outlined below before making a purchase.
1. Return Policy
We offer a 30-day return period from the date of receipt for most products purchased from our store or website. If you’re not satisfied with your purchase, we’re here to help.
1.1. Return Eligibility
To qualify for a return:
- The item must be returned within 30 days of the date of delivery or collection.
- The product must be in unused, uninstalled, and undamaged condition.
- The product must be returned in its original packaging, including all accessories, instruction manuals, and documentation.
- A valid proof of purchase, such as an order number, receipt, or invoice, must be presented.
1.2. Condition of Returned Products
Returned items will be thoroughly inspected upon receipt. We reserve the right to reject a return if:
- The item has been used, modified, or installed.
- The item is damaged due to misuse or mishandling.
- Essential packaging, labels, or documentation is missing.
1.3. Procedure for Returns
To initiate a return:
- Contact our customer service at fusionflow1@outlook.com with the subject line: “Return Request – [Your Order Number]”.
- Include the following details in your email:
- Name and contact information
- Reason for return
- Photos (if applicable)
- Once approved, we will provide instructions for returning the item to our store.
After the returned item has been received and inspected, we will notify you via email regarding the approval or rejection of the return.
2. Refund Policy
2.1. Approval and Processing
If your return is approved, a refund will be issued to your original payment method. Please allow 7 to 14 business days for the refund to be processed, depending on your payment provider.
2.2. Scope of Refund
The refund will cover the purchase price of the item only. Any original delivery charges (if applicable) are not refundable.
If a product was purchased as part of a promotion or bundle, the refund amount will be adjusted accordingly if the remaining items are kept.
2.3. Rejected Refunds
If the returned item fails inspection, is incomplete, or does not meet the return conditions, the refund may be partially issued or rejected altogether. You will be notified with a detailed explanation.
3. Exchange Policy
We are happy to offer product exchanges within the same 30-day period if:
- You received the wrong item.
- The item is defective or damaged upon arrival.
- You would prefer a different item of equal or higher value.
To arrange an exchange, please contact fusionflow1@outlook.com with your request and order number. We will assess the request and guide you on the next steps.
4. Order Cancellation Policy
We understand that you may change your mind shortly after placing an order. To accommodate this, we offer a 12-hour cancellation window from the time of order placement.
4.1. How to Cancel an Order
To cancel your order:
- Email us at fusionflow1@outlook.com with the subject line: “Order Cancellation – [Your Order Number]”.
- Include your name, contact number, and reason for cancellation.
If your cancellation request is received within 12 hours and the order has not yet been processed or shipped, we will cancel the order and issue a full refund.
4.2. Orders Processed After 12 Hours
If more than 12 hours have passed since your order was placed, the order may already be in processing or transit. In such cases, cancellation may not be possible. You may still proceed with a return once the item is received, subject to the Return Policy above.
5. Damaged or Incorrect Items
If you receive an item that is:
- Damaged during transit
- Defective upon arrival
- Not the item you ordered
Please notify us within 48 hours of receiving your item. Contact us at fusionflow1@outlook.com with the following information:
- Order number
- Description of the issue
- Clear photographs of the product and packaging
Once we verify the issue, we will arrange for a replacement, exchange, or full refund, depending on your preference and stock availability.
6. Contact Information
If you have any questions, concerns, or requests related to this policy, please reach out to us using the contact details below:
FUSION FLOW SDN. BHD.
📍 NO. 9, LORONG IMPIAN RIA 5, TAMAN IMPIAN RIA, 14100 BUKIT MERTAJAM, PULAU PINANG.
📧 Email: fusionflow1@outlook.com