Refund Policy

How A Purchase Reaches You

• Purchase confirmation and payment are processed securely via CHIP.
• The fulfilment modality is selected at checkout or at contract stage.
• Method 1, online shipping via EasyParcel integration: AWB and tracking are generated; the courier delivers directly; inspect the package within 48 hours; cancellation is strictly prior to courier handover.
• Method 2, offline self-collection at a scheduled warehouse pickup: date, time and yard are determined after purchase and issued by notice; buyer attendance is mandatory; a 14-day collection grace applies; holding and demurrage fees apply thereafter.

2.1 METHOD 1: Online Delivery via EasyParcel Integration

Where the Buyer selects courier delivery during checkout or contract formation, fulfillment is executed through our integrated EasyParcel logistics system under the following terms:

2.1.1 Logistics Coordination and Tracking

• Upon payment confirmation via CHIP, our system compiles the dispatch order, schedules pickup with an appropriate courier partner through EasyParcel, and issues a system-generated Airway Bill (AWB) and unique tracking code.
• The tracking number will be transmitted to the Buyer's registered email address, enabling real-time monitoring of consignment transit.

2.1.2 Shipping Fees and Delivery Timelines

• Shipping and handling fees calculated at checkout represent prevailing EasyParcel courier rates determined by volumetric weight, actual mass, delivery location (Peninsular Malaysia vs. Sabah/Sarawak), and shipping tier (standard express vs. heavy cargo).
• Standard transit timeframes are between three (3) to seven (7) business days for Peninsular Malaysia, and five (5) to twelve (12) business days for East Malaysia, excluding statutory public holidays and circumstances amounting to Force Majeure.

2.1.3 Order Cancellation Prior to Courier Handover

• A Buyer may request cancellation of an online order dispatched via EasyParcel only if the request is submitted in writing to support@ansartechnologies.my and confirmed by our logistics division prior to the parcel being handed over to the courier partner or prior to the physical manifest scan by EasyParcel.
• If the cancellation is approved before consignment release:
• The purchase price will be refunded minus applicable payment gateway merchant processing charges (MDR: approximately 1.5% to 3.5% depending on whether FPX or credit card was utilized).
• Any non-refundable airway bill generation fees incurred with EasyParcel will be deducted from the gross refund.

2.1.4 Ineligibility for Cancellation Post-Handover

• Once a consignment has been scanned, picked up, or received into the EasyParcel / courier network, the order is deemed in transit and strictly irrevocable.
• The transaction cannot be cancelled, halted, or refunded mid-transit. The Buyer must await arrival of the goods and subsequently invoke the formal Defective Item Return Procedure if legitimate grounds exist.

2.1.5 In-Transit Loss, Damage, and Inspection Obligation

• The Buyer or authorized site agent must conduct a thorough physical exterior inspection of packages upon arrival before signing the courier's electronic or physical proof of delivery.
• If a package displays obvious external crushing, rupture, water immersion, or tampering:
• The Buyer must document the damage with clear, high-resolution photographs and videos before unboxing.
• The delivery slip must be endorsed with the remark: "Received Damaged / Subject to Internal Inspection".
• The Buyer must report the incident to Ansar Technologies within forty-eight (48) hours of delivery to enable us to initiate damage claims under EasyParcel carrier insurance.
• Failure to notify Ansar Technologies within 48 hours constitutes prima facie legal proof of good receipt, absolving the Company and courier of transit damage liability under the Malaysian Sale of Goods Act 1957.

2.2 METHOD 2: Offline Self-Collection (Mandatory Appointment Pick-Up)

Where the transaction specifies "Offline Collection" (or where equipment bulk/sensitivity precludes standard courier transit), the handover of purchased assets is governed by strict post-purchase scheduling:

2.2.1 Post-Purchase Notification and Appointment Scheduling

1. The exact collection depot, warehouse, or operational staging site (e.g., our Seri Kembangan main facility or designated regional project staging yard).

2. The specific designated collection date and allocated time window (e.g., Monday through Friday between 09:30 AM and 04:30 PM, excluding public holidays).

3. Security clearance protocols, vehicle entry specifications (e.g., requirements for open-bed 3-ton lorry vs. passenger vehicle), and necessary lifting gear.

• Offline collection is not an immediate "walk-in" counter purchase. Following successful payment clearing via CHIP, our operations department will review warehouse readiness and generate a formal Offline Collection Schedule Notice sent to the Buyer's designated email or WhatsApp contact.
• The Collection Notice specifies:

2.2.2 Mandatory Attendance of Buyer / Authorized Agent

• The Buyer is under a strict contractual obligation to attend and execute collection on the date, time, and location officially designated.
• If the Buyer appoints an authorized representative or third-party private transporter:
• The Buyer must notify Ansar Technologies in writing at least twenty-four (24) hours prior to collection.
• The representative must present a formal Letter of Authorization bearing the Buyer's company letterhead/stamp, the original payment receipt generated by CHIP, and a valid national identity card (NRIC or Passport).
• Release of goods will be summarily refused if identity credentials cannot be verified to our satisfaction.

2.2.3 Rescheduling Protocols

• If the Buyer cannot attend the designated collection appointment, the Buyer must formally request a rescheduling at least forty-eight (48) hours prior to the original appointment time by emailing support@ansartechnologies.my.
• Ansar Technologies will offer one (1) alternative appointment slot within seven (7) business days of the original date without penalty.

2.2.4 Failure to Collect, Demurrage, and Abandonment

• Where a Buyer fails to attend the designated collection appointment without prior written approval ("No-Show"):
• A Grace Period of fourteen (14) calendar days starting from the initial scheduled collection date will be observed.
• Following the lapse of the 14-day grace period, Ansar Technologies reserves the legal right to assess a daily Warehousing and Demurrage Holding Fee of RM50.00 (Ringgit Malaysia Fifty) or 0.5% of the total invoice value per day (whichever is higher) to compensate for space utilization, insurance maintenance, and inventory holding costs.
• If the equipment or items remain uncollected after thirty (30) calendar days from the original scheduled collection date:
• The order shall be deemed legally abandoned by the Buyer pursuant to the Contracts Act 1950.
• Ansar Technologies reserves the right to cancel the order, liquidate or restock the items, and deduct all accrued storage fees, handling surcharges, and a twenty-five percent (25%) restocking charge.
• Any residual balance remaining thereafter will be placed in a non-interest-bearing escrow ledger awaiting formal claim by the Buyer. Under no circumstances will uncollected, abandoned orders be granted an automatic or full refund.

2.2.5 Inspection and Title Handover at Collection Site

• At the physical collection counter or staging yard, the Buyer or authorized agent is required to inspect all hardware, verify serial numbers against the invoice, and sign the official physical Delivery Order (DO).
• Upon signature of the DO and departure from our premises, risk of loss, damage, and legal title transfer completely to the Buyer. Ansar Technologies will not entertain subsequent claims of exterior physical damage, cosmetic flaws, or missing items once the physical DO has been executed.

Refund Status By Transaction Category

• Physical stock equipment sent by EasyParcel: partial refund, and only before courier dispatch.
• Physical stock items taken by self-collection: conditional, subject to a restocking fee.
• Customised, indent or fabricated engineering goods: strictly non-refundable.
• Digital tender and procurement documents: strictly non-refundable.
• Mobilisation deposits on contracts: non-refundable once work has commenced.
• Milestone work, or work with a signed Certificate of Practical Completion: strictly non-refundable.
• Erroneous, duplicate or overpaid gateway payments: 100% refundable, subject to review.

3.1 Digital Tender Documents and Procurement Packs

• Strict Non-Refundable Status: All fees paid for downloading, purchasing, or acquiring electronic Tender Packages, Requests for Proposals (RFP), Requests for Quotation (RFQ), Bill of Quantities (BQ) schedules, or Vendor Pre-Qualification applications are strictly non-refundable under all circumstances.
• Rationale: The digital transfer of proprietary engineering specifications, tender designs, and pricing sheets represents the irreversible delivery of confidential intellectual property. Once digital access is established or files are dispatched via email or download links, the transaction is finalized.
• The subsequent non-participation, disqualification, technical rejection, or bid submission failure of a contractor in any tender exercise confers no right of refund or reimbursement against Ansar Technologies.

3.2 Professional Engineering Services and Project Milestones

• Advance Mobilization Deposits: When an engineering contract, subcontract, or letter of award is signed and an initial advance deposit is paid, such funds are immediately committed toward engineering man-hours, preliminary design submissions, regulatory authority applications (e.g., local councils, CIDB, Suruhanjaya Tenaga, SPAN), and material reservations. Consequently, advance mobilization deposits are non-refundable once work has commenced.
• Progressive Milestone Payments: Payments disbursed upon the attainment of defined engineering milestones (e.g., site preparation, structural foundation completion, cable pulling, M&E second-fix, switchgear installation) are strictly non-refundable once the milestone has been inspected, certified, or endorsed via an Interim Payment Certificate (IPC) or Certificate of Practical Completion (CPC).
• Statutory Compliance (CIPAA 2012): All payment disputes, progress claim valuations, and milestone reconciliations involving construction or engineering works are governed by the Construction Industry Payment and Adjudication Act 2012 (CIPAA). Contractual claims must follow the statutory payment response and adjudication routes established by law rather than administrative consumer refund channels.

3.3 Customized, Indented, and Fabricated Components

• Equipment, cables, switchboards, and structural members fabricated, cut, indented, or imported specifically to fulfill a Client's custom engineering drawings are strictly non-refundable.
• Once manufacturing or factory orders have been placed with partner mills or international suppliers, cancellations cannot be accepted, and the Client remains fully liable for the contractual sum.

3.4 Erroneous, Duplicate, or Overpaid Transactions

• Where a demonstrable administrative or technological error occurs—such as a duplicate charge resulting from a browser refresh during CHIP payment processing, or an accidental overpayment exceeding the invoice balance—Ansar Technologies will rectify the error.
• Refund Entitlement: The excess or duplicated sum will be refunded at 100% of the overpaid amount, subject to verification and deduction of third-party payment gateway merchant acquisition fees (MDR) where the error was not directly caused by our Platform's technological infrastructure.

The Refund Application Route

• Step 1, formal application. The client submits a written request to support@ansartechnologies.my enclosing the invoice, the CHIP transaction reference, the delivery order or AWB, and the justification.
• Step 2, verification and compliance review. The technical, logistics and accounts departments verify the claim, within 3 to 5 business days.
• Step 3, written determination. A notice of approval, adjustment, or justified rejection is issued.
• Step 4, financial disbursement. Credit is returned to the original payment method through the CHIP gateway, on a 7 to 14 business day cycle.

4.1 Submission of Formal Written Request

1. Buyer's full legal name, registered company name, and contact details.

2. Official Tax Invoice Number, Quotation Reference, or Order Identification Number.

3. Unique Payment Gateway (CHIP) Transaction Reference ID and date of transaction.

4. Selected fulfillment modality (EasyParcel Consignment Note Number or Offline Collection Schedule Notice details).

5. Detailed factual justification for the cancellation or refund claim.

6. Supporting photographic or documentary evidence (e.g., courier damage reports, written notices, bank verification slips).

7. Clear bank account statement header showing account name and account number (must strictly match the purchasing entity's name to comply with AMLA regulations).

• Verbal, telephone, or informal requests will not be processed. The Buyer must submit a formal, signed written application titled "APPLICATION FOR REFUND / ORDER CANCELLATION" via email to support@ansartechnologies.my.
• The application must contain:

4.2 Internal Audit and Verification Timeline

• Our Billing, Technical, and Logistics Divisions will evaluate the claim within three (3) to five (5) business days from receipt of complete documentation.
• The evaluation assesses:
• Whether physical goods have exited our depot or entered the EasyParcel custody network.
• Whether offline collection deadlines or grace periods were breached.
• Whether engineering design or site man-hours have already been expended.
• Verification of cleared funds with the CHIP gateway clearing logs.

4.3 Notice of Formal Determination

• Upon completion of the review, Ansar Technologies will transmit a formal written Notice of Determination via email, detailing whether the request is:
• Approved in Full: Authorizing complete financial reimbursement.
• Approved in Part: Authorizing partial reimbursement subject to deductions (e.g., EasyParcel shipping costs, restocking surcharges, gateway MDR fees).
• Rejected: Providing clear contractual or factual grounds for disqualification under this Policy.

5.1 Reversal to Original Payment Method

• In strict compliance with Bank Negara Malaysia (BNM) regulations, payment card brand rules, and the Anti-Money Laundering, Anti-Terrorism Financing and Proceeds of Unlawful Activities Act 2001 (AMLA):
• All approved refunds will be credited back strictly to the original payment channel from which the funds originated.
• Transactions settled via Credit Card or FPX Online Banking through the CHIP Payment Gateway will be credited directly back through CHIP's administrative gateway clearing facility.
• Under no circumstances will refunds be remitted via physical cash, bearer cheques, or transferred to third-party bank accounts belonging to unrelated entities.

5.2 Mandatory Deductions from Approved Refunds

Where an order cancellation is granted due to reasons not attributable to the direct fault or negligence of Ansar Technologies, the Company reserves the contractual right to offset the following non-recoverable operational costs against the gross refund sum:

1. Payment Gateway Merchant Charges (MDR): Non-recoverable card processing fees (approximately 1.5% to 3.5%) or FPX transaction charges levied by CHIP and financial networks.

2. Restocking and Inspection Surcharges: A fee of fifteen percent (15%) to twenty-five percent (25%) of the product price for physical hardware restocked at our warehouse.

3. Logistics Expenses: Incurred courier fees, EasyParcel booking charges, airway bill generation costs, or demurrage warehouse handling expenses.

5.3 Financial Disbursement Timelines

• Following issuance of the Notice of Approval, our accounts department will instruct the CHIP payment gateway or our corporate bank within three (3) business days.
• Due to inter-bank clearing cycles, card acquirer settlement windows, and banking operational days, the refunded funds typically reflect in the Client's bank or card statement within seven (7) to fourteen (14) business days.
• Ansar Technologies shall not be held liable for processing delays occasioned by the Client's recipient banking institution.

6.1 Return Merchandise Authorization (RMA)

• The Buyer must notify Ansar Technologies in writing within forty-eight (48) hours of physical receipt (for EasyParcel deliveries) or before signing the physical DO (for Offline Self-Collection).
• If our technical team determines that the hardware warrants return and testing, an official RMA Reference Number will be issued. No physical return will be accepted at our facilities without an authorized RMA Number.

6.2 Condition of Returned Goods

• Returned items must be shipped or delivered back to our Seri Kembangan facility within seven (7) business days of RMA issuance.
• Products must be returned in their original packaging, complete with all user manuals, accessories, power cords, brackets, and unmodified serial numbers.
• Products subjected to misuse, incorrect electrical voltage wiring, water ingress, lightning strikes, improper site storage, unauthorized firmware modifications, or physical damage caused by the Client's personnel are strictly excluded from warranty returns.

6.3 Resolution of Validated Defects

1. Ansar Technologies will first offer an identical, brand-new replacement unit, dispatched at our expense via EasyParcel or made available for prioritized collection.

2. If an identical unit is unavailable or discontinued, we will provide an equivalent or upgraded specification unit.

3. If no suitable replacement can be provisioned within fourteen (14) business days, a full refund of the product purchase price (including original delivery charges) will be issued via the CHIP payment gateway.

• Upon receipt of the returned item, our technical engineers will inspect and test the hardware within five (5) business days.
• If a genuine manufacturer defect or transit fault is verified: