Return, Refund & Dispute Resolution Policy
By completing a purchase on NTCMall.com.my (the "Platform"), you (the "Buyer") explicitly acknowledge, understand, and agree to be bound by the terms and conditions set forth below. These terms constitute a legally binding agreement between the Buyer and NTCMall ("Seller").
1. Strict No-Change-Of-Mind Policy
Final Sale: All successful transactions on the Platform are final. The Seller explicitly does not accept returns, refunds, or exchanges due to a "change of mind," buyer’s remorse, or mistaken purchases (e.g., ordering an incorrect variant, size, color, or specification).
Responsibility of Selection: It is the sole responsibility of the Buyer to ensure that the item ordered is compatible with their requirements prior to checkout.
2. Limited Exceptions for Product Disputes
A request for a return or refund will only be evaluated under the following three strict conditions:
The item received is fundamentally different from the item ordered (Wrong Item).
The item received is physically broken or visibly damaged upon immediate unboxing (Transit Damage).
The item suffers from a manufacturing defect preventing basic operation (Defective Item).
3. Mandatory Unboxing Video Evidentiary Standard
To completely eliminate fraudulent claims, part-swapping, or user-inflicted damage, the Seller enforces a strict protocol for evidence:
Video Requirement: The Buyer must record a continuous, unedited unboxing video from the moment they begin cutting the courier package's outer tamper-evident seal, clearly showing the shipping label, up to the extraction and testing of the physical product.
Submission Deadline: Any claim for a wrong, damaged, or defective item must be submitted within 48 hours of the recorded delivery timestamp.
Consequence of Failure: Failure to provide a clean, unedited unboxing video within the 48-hour window provides the Seller with immediate contractual grounds to summarily reject the claim without further review.
4. Absolute Exclusions
Under no circumstances will a return, refund, or exchange be reviewed, processed, or granted for:
Opened Personal Hygiene Products: Any product intended for oral, dental, or personal skin contact (including but not limited to flossers, toothbrushes, nozzle heads, or sterile clinical consumables) if the manufacturer's original box, plastic wrap, or safety seal has been broken, torn, or disturbed.
Minor Transit Aesthetics: Minor dents, scratches, or cosmetic creases on the outer retail packaging/box caused by third-party courier handling that do not compromise the structural integrity, safety, or primary functional performance of the internal product.
User-Induced Failures: Damage caused by improper handling, physical drops, water exposure to non-waterproof components, unauthorized modifications, or failure to follow manufacturer voltage and operational guidelines.
5. Technical Diagnostic Rights & Processing Fees
Right of Assessment: For all technical, electronic, or mechanical products, the Seller reserves the absolute right to require the item to be shipped back to our authorized facility for a full technical diagnostic assessment before any refund or exchange is sanctioned.
Disbursement: Authorized refunds will only be credited back via the original payment channel (FPX/Credit Card/E-wallet) within 14 business days.
6. Allocation of Shipping Costs and Risk
Return Logistics: The Buyer bears 100% of the cost, logistics, and legal risk of shipping the disputed item back to the Seller's designated warehouse. The Seller strongly recommends using a tracked and insured premium courier service.
Lost Returns: If the returned item is lost, intercepted, or further damaged in transit back to the Seller, the return claim is instantly voided, and no refund will be issued.