Return Policy

How A Purchase Reaches You

• Purchase settlement via CHIP, by invoice or by online checkout.
• The buyer selects the delivery or handover method.
• Method 1, online shipping via EasyParcel integration: the AWB is generated automatically through the API; the consignment is assigned to a domestic courier or cargo operator; the tracking ID is emailed to the buyer; a 48-hour damage reporting window applies; delivery is door-to-door across Malaysia.
• Method 2, offline self-collection by mandatory appointment: the operations team assesses depot readiness; a formal Collection Schedule Notice is issued; buyer attendance at the yard or hub is mandatory; a 14-day grace applies, with demurrage fees thereafter; goods are inspected physically and released against a signed delivery order.

3.1 Order Processing and Dispatch Lead Times

• Ex-Stock Standard Items: Orders for standard in-stock hardware, ICT components, and off-the-shelf engineering tools are typically processed, packed, and assigned an EasyParcel courier pickup within two (2) to four (4) business days following payment clearance via CHIP.
• Pre-Order and Assembled Items: Assemblies requiring electrical pre-configuration, firmware staging, or quality testing prior to shipment will follow the specific lead time stipulated on the invoice or quotation (typically between seven (7) to twenty-one (21) business days).
• Orders are not processed, dispatched, or handed over to couriers on Saturdays, Sundays, or Malaysian national and Selangor state public holidays.

3.2 Integrated Courier Networks and Shipping Methods

• Dispatches are coordinated via our EasyParcel automated interface. The selection of the underlying transport provider (e.g., Pos Laju, J&T Cargo, DHL eCommerce, Line Clear Express, Ninja Van) is determined based on volumetric size, gross deadweight, geographic destination, and courier route optimization.
• For bulk shipments, oversized equipment, or heavy crated components exceeding forty (40) kilograms, fulfillment may be routed through EasyParcel’s freight and dedicated pallet cargo partners.

3.3 Calculation of Shipping Fees

• Shipping, freight handling, and fuel surcharges calculated at checkout represent live dynamic rates derived directly from EasyParcel's carrier matrix.
• Shipping calculations take into account both actual gross weight and volumetric dimensional weight (calculated as [Length (cm) × Width (cm) × Height (cm)] ÷ 5,000 pursuant to standard international courier conventions). The higher of the two values is applied as the billable shipping weight.
• Any specialized site delivery requirements (such as tail-lift truck requests, crane un-crating, or hand-carry requirements to upper building floors) are not covered by standard EasyParcel shipping fees and must be quoted separately.

3.4 Tracking, Manifest Scans, and Delivery Status

• Once EasyParcel books the consignment, an automated electronic Airway Bill (AWB) is created, and a notification containing the unique tracking reference number and direct tracking URL is sent to the Buyer's registered email address.
• The Buyer is responsible for monitoring tracking updates through the EasyParcel tracking portal. Status reflection may take up to twenty-four (24) hours following physical collection by the courier to update on carrier tracking databases.

3.5 Delivery Geographic Coverage and Excluded Zones

• We facilitate deliveries via EasyParcel throughout Peninsular Malaysia, Sabah, and Sarawak.
• Special and Restricted Access Zones: Shipments destined for free trade zones, military facilities, island outposts (e.g., Pulau Tioman, Pulau Pangkor), offshore platforms, deep rural areas in East Malaysia, or project work sites with restricted commercial vehicle access may incur supplementary carrier surcharges or extended delivery transit times.
• Ansar Technologies does not ship to P.O. Box addresses. Consignments must have a verifiable physical office, factory, residential, or site address where a natural person can inspect and sign for receipt.

3.6 Standard Transit Timelines

• Peninsular Malaysia: Standard transit times range between three (3) to seven (7) business days from the physical pickup scan by the courier.
• East Malaysia (Sabah & Sarawak): Standard transit times range between five (5) to twelve (12) business days via air freight, or up to twenty-one (21) business days where sea cargo is utilized for heavy industrial items.
• These durations represent estimated delivery goals. Ansar Technologies does not accept liability for courier delays occasioned by extreme weather events, peak holiday parcel backlogs, airport customs clearances, or logistical carrier disruptions.

3.7 Failed Deliveries and Re-Delivery Administration

1. The courier will leave an attempted delivery notice or update the tracking portal requesting collection at the local courier distribution hub within a specified timeframe (typically 5 to 7 calendar days).

2. If the parcel remains uncollected, the consignment will be returned to sender ("RTS") at our central facility in Seri Kembangan.

3. The Buyer shall bear the full cost of return shipping charged by the courier, alongside the supplementary outbound shipping fee required to re-dispatch the consignment. Original shipping fees are strictly non-refundable.

• EasyParcel courier partners typically attempt up to two (2) delivery attempts to the specified address.
• If a delivery attempt fails due to recipient absence, incorrect address input, premises closure, or refusal to accept:

The Self-Collection Route

• Step 1, payment clearance via CHIP. The order is verified by the Ansar Technologies inventory team.
• Step 2, collection schedule notice. The company determines and communicates the date, the time and the depot location.
• Step 3, buyer attendance. The buyer attends personally, or issues a formal agent letter of authorisation.
• Step 4, on-site inspection and delivery order sign-off. Visual inspection, serial number cross-match, loading, and transfer of risk.
• Contingency, no-show and storage fees. A 14-day grace period applies, after which RM50 per day or 0.5% demurrage is charged.

4.1 Post-Purchase Notification and Facility Allocation

• Offline Self-Collection is not an open, on-demand, or walk-in service. Because engineering yards manage hazardous machinery, crane staging, and high-security access, pick-ups must be pre-arranged.
• Following payment confirmation via CHIP, our inventory and logistics operations division assesses warehouse staging capacity and issues an official Collection Schedule Notice to the Buyer via registered email or direct business messaging.
• The Collection Schedule Notice explicitly sets out:
• The designated Ansar Technologies Depot, Regional Warehouse, or Project Staging Yard (e.g., our Central Yard in Seri Kembangan, Selangor, or an active regional project yard).
• The firm Collection Date and mandatory Time Window (e.g., 10:00 AM to 12:30 PM, or 02:00 PM to 04:30 PM, Mondays through Fridays, excluding public holidays).
• Unique Collection Reference ID and Gate Access Permit details.

4.2 Mandatory Attendance of Buyer / Authorized Agent

1. The representative must furnish a formal Letter of Authorization issued on the Buyer’s official corporate letterhead, signed by an authorized company director or procurement officer, and stamped with the company seal.

2. The Letter of Authorization must clearly cite the representative's full legal name, NRIC/Passport number, vehicle registration number, and the corresponding invoice and collection reference numbers.

3. The representative must present their original identity document for verification. Goods will be withheld if identity or authorization cannot be confirmed.

• The Buyer is under a strict legal and contractual obligation to appear at the designated location at the date and time officially scheduled.
• Personal Attendance (Individual Buyers): The Buyer must present the original national identity card (NRIC) or passport alongside the printed or digital Collection Schedule Notice and official CHIP payment receipt.
• Corporate Representative / Third-Party Logistics Pickup: If the Buyer deploys an in-house transport driver, logistics employee, or third-party freight contractor (e.g., private lorry transport):

4.3 Vehicle Specifications, Safety Protocols, and On-Site Loading

• The Buyer or its logistics carrier is entirely responsible for deploying an appropriately sized, road-worthy commercial vehicle suited for the cargo dimensions and tonnage (e.g., open-bed 3-ton lorry, flatbed trailer, enclosed box truck).
• Occupational Safety and Health Act (OSHA) Compliance: While on Ansar Technologies' operational depot or yard premises, all driver personnel and assistants must strictly comply with national industrial safety standards:
• Mandatory Personal Protective Equipment (PPE): High-visibility safety vests, covered safety boots, and hard hats must be worn at all times.
• Personnel must obey posted site speed limits (maximum 15 km/h) and heed instructions issued by our yard marshals and forklift operators.
• Loading Boundaries: Ansar Technologies warehouse staff will assist with mechanical forklift staging up to the vehicle tailgate or open flatbed. The safe lashing, strapping, securing, weight distribution, and tarpaulin covering of the cargo remain the exclusive responsibility of the Buyer and its carrier.

4.4 Rescheduling Protocol

• If the Buyer is unavoidably prevented from attending the designated collection appointment, the Buyer must notify Ansar Technologies in writing at support@ansartechnologies.my at least forty-eight (48) hours prior to the allocated time window.
• Upon receipt of a timely rescheduling notice, our logistics division will assign an alternative collection date within seven (7) business days without assessing penalties. Each order is entitled to a maximum of one (1) free rescheduling request.

4.5 Failure to Collect, Demurrage Charges, and Abandonment

• In the event of an unexcused "No-Show" where the Buyer fails to attend the designated collection appointment without 48 hours prior notice:
• A Grace Period of fourteen (14) calendar days starting from the originally scheduled appointment date will apply.
• Following the expiration of the 14-day grace period, Ansar Technologies reserves the legal right to levy a daily Demurrage and Warehousing Fee of RM50.00 (Ringgit Malaysia Fifty) or 0.5% of the total gross invoice value per day (whichever is greater) to cover space reservation, security maintenance, and insurance costs.
• Deemed Abandonment after Thirty (30) Days: If the goods remain uncollected after thirty (30) calendar days from the original scheduled collection date:
• The order shall be deemed legally and irrevocably abandoned by the Buyer pursuant to the Contracts Act 1950.
• Ansar Technologies reserves the right to cancel the order, restock or liquidate the equipment, and deduct all accrued demurrage fees, handling costs, and a twenty-five percent (25%) restocking charge from any monies paid.
• Any remaining residual funds will be held in a non-interest-bearing escrow ledger awaiting formal legal claim. Under no circumstances will uncollected, abandoned consignments receive an automatic or full refund.

4.6 On-Site Inspection and Title Transfer

• Prior to departure from the collection yard, the Buyer or its representative must inspect the items, cross-check equipment serial numbers against the invoice, and sign the official Delivery Order (DO).
• Signature on the DO constitutes definitive confirmation that the goods were received in full quantity, sound exterior condition, and satisfactory physical order. Upon execution of the DO, all risk of loss, damage, theft, or deterioration transfers immediately to the Buyer.

Inspection And Reporting Timelines

• Method 1, EasyParcel courier: external damage must be reported immediately on receipt; internal damage or a defect within 48 hours.
• Method 2, offline self-collection: inspection on site before the delivery order is executed; a latent factory defect within 7 days.

6.1 Inspection of EasyParcel Courier Consignments

1. The recipient must insist that the courier record the damage, or endorse the electronic/physical delivery sheet with the clear notation: "Package Damaged - Subject to Verification".

2. The recipient must capture comprehensive, high-resolution photographs and videos of the outer box, shipping label (showing the AWB barcode), internal packing cushions, and damaged merchandise.

3. The recipient must notify Ansar Technologies in writing at support@ansartechnologies.my within forty-eight (48) hours of receipt.

• Upon delivery by the courier, the recipient must inspect the external packaging for signs of severe damage, tearing, puncture, crushing, or water immersion.
• If external damage is visible:
• Deemed Acceptance: If no formal written report of external transit damage or missing items is submitted within forty-eight (48) hours of courier delivery confirmation, the consignment shall be deemed to have been received in full and flawless physical condition pursuant to Section 42 of the Malaysian Sale of Goods Act 1957.

6.2 Inspection During Offline Self-Collection

• Because the Buyer or its representative is physically present during collection, all visual, aesthetic, and quantity checks must be performed on-site before signing the Delivery Order.
• Once the Delivery Order is signed and the transport vehicle exits our facility gates, claims regarding missing parts, exterior dents, scratches, glass fractures, or physical transit damage will not be entertained.

7.1 Eligible Grounds for Return

A return request will only be evaluated under the following verified circumstances:

• Manufacturer Defect: The hardware exhibits an internal functional or mechanical failure under normal operating parameters, within the manufacturer warranty period.
• Incorrect Consignment: The items physically delivered differ substantively from the product models, specifications, or part numbers enumerated on the confirmed purchase order or invoice.
• Verified Transit Rupture (Method 1 Only): The merchandise sustained irreparable internal damage during transport via EasyParcel, properly documented within the mandatory 48-hour notification window.

7.2 Non-Returnable and Non-Refundable Categories

The following items are strictly excluded from returns, exchanges, or refunds:

1. Customized / Indented Items: Cut-to-length optical fiber or copper cables, tailored structural steel fabrications, custom-wired switchboards, programmed PLC control panels, or specialized equipment procured exclusively for a specific project.

2. Digital and Intellectual Property Deliverables: Tender document packs, Requests for Proposals (RFP), design drawings, software licenses, or digital engineering reports.

3. Consumable and Wear Items: Fuses, surge arrestor cartridges, terminal lugs, cable glands, splicing sleeves, and disposable testing probes once unsealed.

4. Mishandled or Misused Equipment: Goods subjected to incorrect input voltage, improper electrical grounding, reverse polarity wiring, water immersion, lightning strikes, dropped impact, unauthorized repairs, or altered serial numbers.

7.3 Step-by-Step Return Merchandise Authorization (RMA) Workflow

The RMA Route:

1. RMA Submission: The Buyer must submit an application to support@ansartechnologies.my containing:

2. Technical Screening: Our engineering support desk reviews the submission within three (3) business days. If the claim appears valid, a formal RMA Authorization Form bearing a unique RMA Number is issued. No parcel sent without an authorized RMA Number clearly displayed on the outer box will be accepted at our facilities.

3. Physical Dispatch of Return: The Buyer must return the item to our Seri Kembangan headquarters within seven (7) business days of RMA issuance. The equipment must be safely packed in its original manufacturer packaging, inclusive of all original accessories, power adapters, brackets, and documentation.

4. Engineering Testing and Triage: Upon receipt, our technical division will conduct bench-testing and diagnostic triage within five (5) to seven (7) business days.

• Step 1, RMA request. Submit the claim to support@ansartechnologies.my with the invoice, photographs, a video of the defect, and the serial number.
• Step 2, technical screening and RMA issuance. Engineers verify eligibility and issue an official RMA reference code.
• Step 3, physical return of hardware. The buyer dispatches the hardware to the Seri Kembangan facility within 7 days.
• Step 4, laboratory testing and triage. Engineers benchmark and test the hardware against the defect claimed, within 5 to 7 days.
• Step 5, remedy execution. Replacement, repair, credit note, or a payment gateway reversal through CHIP.
• Company Name, Contact Person, and Invoice Number.
• CHIP Payment Reference ID.
• Detailed diagnostic report detailing the operational failure, accompanied by photographic and video demonstration of the malfunction.
• Product Model Number, Serial Number, and firmware release (if applicable).

7.4 Return Logistics Costs Allocation

• Verified Fault: If diagnostic testing confirms a genuine manufacturer defect or delivery error attributable to Ansar Technologies, the Company will reimburse reasonable domestic ground shipping expenses incurred by the Buyer (supported by a valid receipt) and dispatch the repaired or replacement unit at our expense.
• Unsubstantiated or Disqualified Claims ("No Fault Found"): If testing reveals that the product functions normally in accordance with specifications, or that the defect arose from improper installation, external electrical surges, or user error:
• The return claim will be rejected.
• The Buyer shall bear a standard Technical Diagnostic Bench Fee of RM150.00.
• The Buyer shall bear all costs of returning the equipment back to their premises.

7.5 Available Remedies

Where a returned product is verified as legitimately defective:

• Primary Remedy: Ansar Technologies will repair the unit under warranty or issue an identical, brand-new replacement unit.
• Secondary Remedy (Discontinued Goods): If an identical product is obsolete or unavailable within fourteen (14) business days, we will provide an upgraded model of equal or superior technical capability.
• Tertiary Remedy (Credit Note / Financial Refund): If no suitable replacement can be provisioned, a commercial Credit Note or a financial refund of the net product price will be credited back via our payment gateway partner CHIP within seven (7) to fourteen (14) business days.