Effective Date: 1/8/2026

 

At SAXCO Marketing Sdn. Bhd. (“SAXCO”, “we”, “us”, or “our”), we are committed to providing quality products and ensuring customer satisfaction. This Refund & Returns Policy explains the terms and conditions regarding product returns, exchanges, and refunds for purchases made at our physical retail stores. 

By making a purchase from SAXCO, customers acknowledge and agree to the terms stated in this policy. 

 

1. Return Eligibility 

Customers may request a return or exchange subject to the following conditions:

• The request must be made within 7 days from the date of purchase. 
• The customer must provide the original purchase receipt, invoice, or proof of purchase.
• The product must be returned in its original condition, unused, and undamaged. 
• The product must be returned together with its original packaging, accessories, manuals, labels, and any promotional items provided. 
• The product must not show signs of misuse, alteration, installation, wear and tear, or damage caused by the customer. 

 

All returned products are subject to inspection and approval by SAXCO before any return, exchange, or Credit Note is issued. 

 

2. Non-Returnable Products 

The following products are not eligible for return, exchange, or refund unless the product is defective or incorrectly supplied by SAXCO:

• Products that have been used, installed, assembled, or altered. 
• Products without original packaging or accessories. 
• Clearance, discounted, promotional, or final-sale items. 
• Special-order, customised, or made-to-order products. 
• Consumable items or products with a limited shelf life. 
• Products damaged due to improper handling, misuse, or negligence by the customer. 

 

3. Defective, Damaged, or Incorrect Products

If a customer receives a defective, damaged, or incorrect product, the customer must notify SAXCO within 48 hours from the date of purchase or collection. 

Customers may be required to provide: 

• Original receipt or invoice.
• Photos or videos showing the defect or damage. 
• Details of the issue. 

 

After verification, SAXCO may provide a replacement, repair service, or issue a Credit Note depending on the circumstances and product availability.

 

4. Refund Policy – Credit Note Only 

SAXCO does not provide cash refunds or direct monetary refunds. 

For all approved refund requests, the refund amount will be issued strictly in the form of a Credit Note only. 

The Credit Note will be issued based on the approved return value determined by SAXCO. 

Customers acknowledge and agree that: 

• Cash refunds will not be provided. 
• Refunds cannot be transferred to bank accounts, credit cards, or other payment methods. 
• Credit Notes can only be used for future purchases at SAXCO retail stores. 
• The issuance of a Credit Note represents the full settlement of the approved refund amount. 

 

5. Credit Note Terms & Conditions

All Credit Notes issued by SAXCO are subject to the following terms:

• Credit Notes are valid for 12 months from the date of issuance. 
• Credit Notes are non-refundable and cannot be exchanged for cash. 
• Credit Notes are non-transferable and may only be used by the customer to whom they were issued. 
• Credit Notes must be presented during future purchases. 
• Lost, damaged, or expired Credit Notes may not be replaced. 
• Credit Notes cannot be used to purchase another Credit Note. 
• If the purchase amount exceeds the Credit Note value, the customer must pay the difference. 
• If the purchase amount is lower than the Credit Note value, the remaining balance will remain available until the Credit Note expiry date. 

 

6. Exchange Policy 

Subject to approval, customers may request an exchange for eligible products.

Exchange conditions: 

• The replacement product must be available in stock. 
• Any price difference must be paid by the customer if they wish to upgrade to a higher-value product. 
• Products of lower value will not result in a cash refund. Any remaining balance will be issued as a Credit Note. 
• All exchanged products must meet the return eligibility requirements.

 

7. Return Process 

To request a return or exchange, customers must: 

1. Visit the SAXCO retail store where the purchase was made, or arrange delivery of the item by transport together with the required documents.
2. Present the original receipt or invoice. 
3. Return the product together with its original packaging and accessories. 
4. Allow SAXCO staff to inspect the product. 
5. Upon approval, SAXCO will process the applicable exchange or issue a Credit Note. 

 

8. Delivery and Collection Items 

For products delivered or collected from SAXCO:

• Customers are responsible for checking the product condition upon delivery or collection. 
• Any visible damage or missing items must be reported immediately. 
• SAXCO will not be responsible for claims made after the inspection period. 
• Delivery charges, installation charges, or additional service fees may not be refundable unless otherwise approved by SAXCO. 

 

9. Cancellation of Orders 

For cancelled orders: 

• Cancellation requests are subject to SAXCO’s approval. 
• Special orders, customised items, or items that have already been processed may not be cancelled. 
• Approved cancellations may be subject to administrative charges or deductions. 
• Any approved refund will be issued as a Credit Note only.

 

10. Right to Reject Returns 

SAXCO reserves the right to refuse any return, exchange, or Credit Note request if:

• The product does not meet the return conditions. 
• The product has been used, damaged, or altered. 
• The customer cannot provide valid proof of purchase. 
• The request is made outside the permitted return period. 
• The request does not comply with this Refund & Returns Policy. 

 

11. Consumer Rights 

This Refund & Returns Policy does not affect any rights provided to customers under applicable consumer protection laws and regulations. 

Where applicable, customers may still be entitled to remedies for defective goods or services as required by law. 

 

12. Policy Amendments 

SAXCO reserves the right to amend, update, or revise this Refund & Returns Policy at any time without prior notice. 

The latest version of this policy will be available at SAXCO retail stores and on our official website.