Refund and Returns Policy

1. Overview

At INFINITY OPTIMUM SDN. BHD., we are committed to delivering quality electrical and electronic components to meet the diverse needs of our clients. While we uphold high standards in quality assurance and order accuracy, we understand that issues can occasionally arise. This Return, Refund, and Cancellation Policy outlines our procedures to ensure a transparent and efficient resolution process for all eligible return and cancellation requests.

2. Return & Refund Policy

We accept return and refund requests within 30 calendar days from the date of delivery. Our priority is to make sure that our customers are satisfied with their purchases, and we aim to resolve any product-related issues quickly and professionally.

2.1 Eligibility Criteria for Returns

To be eligible for a return and refund:

  • The request must be initiated within 30 days of receiving your order.
  • The items must be unused, undamaged, and in original packaging, including all accessories, tags, labels, and documentation.
  • The items must be in resalable condition, with no alterations, signs of wear, or tampering.
  • A valid proof of purchase (e.g., order number, invoice, or receipt) must be provided.
  • All components or accessories must be returned as part of the original order set.

2.2 Items Not Eligible for Return

We are unable to accept returns under the following conditions:

  • Items returned after the 30-day window.
  • Products that have been installed, assembled, or modified in any way.
  • Items that show signs of misuse, mishandling, or exposure to damaging environments (e.g., moisture, extreme temperatures).
  • Items not returned in their complete and original form (missing parts, manuals, labels, or packaging).

2.3 Return Request Process

To initiate a return:

  1. Email us at infinity_optimum@outlook.com with the subject line “Return Request – [Order Number]”.
  2. Include a brief explanation of the issue, photographs if applicable, and your contact details.
  3. Our team will review your request and respond with approval and further return instructions.

All returned items will be inspected upon receipt to verify condition and eligibility before a refund is processed.

2.4 Refund Process

If your return is approved:

  • A full refund will be issued via the original payment method.
  • Refund processing may take 7–14 business days after the returned items are received and evaluated.
  • You will receive confirmation by email once your refund is processed.

3. Order Cancellation Policy

We understand that you may wish to cancel your order after placing it. To accommodate this, we offer a 12-hour cancellation window from the time your order is placed.

3.1 Cancellation Window

  • Orders can be cancelled without penalty if a request is made within 12 hours of order placement and if the order has not yet entered the packing or shipping stage.
  • After 12 hours, cancellations may not be possible due to order processing.

3.2 How to Cancel

To cancel your order:

  • Email infinity_optimum@outlook.com with the subject line “Order Cancellation – [Order Number]”.
  • Include your full name, contact information, and reason for cancellation.
  • We will confirm whether the cancellation request has been successfully processed or if the order has already moved to fulfillment.

If your order is no longer eligible for cancellation, you may still return the item(s) under the terms of our 30-day return policy.

4. Incorrect or Damaged Items

If you receive the wrong item(s) or if your order arrives damaged:

  • Contact us at infinity_optimum@outlook.com within 3 days of delivery.
  • Provide your order number, clear photos of the product(s), and a description of the issue.
  • We will assess the claim and arrange a resolution which may include a replacement, store credit, or refund, depending on the nature of the issue.

5. Contact Us

We are here to help. If you have any questions regarding this policy or require assistance with a return, refund, or cancellation, please reach out to us:

INFINITY OPTIMUM SDN. BHD.
Email: infinity_optimum@outlook.com
Address: 1-G-12, Jalan Veterinary, Taman Sri Pinang, 10150 George Town, Pulau Pinang, Malaysia

6. Policy Changes

We reserve the right to revise this Return, Refund & Cancellation Policy at any time. Any changes will be posted on our website and will take effect immediately upon publication.