Refund & Return Policy

At PAGO COLLECTION SDN. BHD., customer satisfaction is important to us. We strive to ensure all products delivered meet quality standards and customer expectations. This Refund & Return Policy outlines the conditions and procedures for returns, exchanges, and refunds.

By placing an order through our website, you agree to the terms stated below.

1. Return Eligibility

Customers may request a return or exchange under the following conditions:

  • Product received is defective or damaged
  • Incorrect product was delivered
  • Product has missing parts or accessories
  • Product significantly differs from description

To qualify for returns:

  • Products must be unused and in original condition
  • Original packaging, manuals, accessories, and labels must be included
  • Proof of purchase or order confirmation must be provided

2. Non-Returnable & Non-Refundable Items

The following items are generally not eligible for return or refund:

  • Software licenses or digital products
  • Downloadable products
  • Customized or special-order items
  • Clearance or promotional items
  • Products damaged due to misuse, negligence, or unauthorized modification
  • Products without original packaging

3. Return Request Period

Customers must submit return requests within:

  • 7 days from delivery date for damaged or defective items
  • 3 days for incorrect or missing items

Requests submitted beyond the eligible period may not be accepted.

4. Return Process

To initiate a return request:

  1. Contact our customer support team
  2. Provide order number and product details
  3. Submit photos or videos if required
  4. Await return approval and instructions

Unauthorized returns may be rejected.

5. Product Inspection

Returned products will undergo inspection upon receipt. Refunds or exchanges will only be approved after verification that the product meets return conditions.

PAGO COLLECTION SDN. BHD. reserves the right to reject returns that:

  • Show signs of usage
  • Are incomplete
  • Are damaged by customer misuse
  • Do not meet return requirements

6. Refund Process

Approved refunds will be processed using the original payment method whenever possible.

Refund processing times may vary depending on:

  • Payment provider
  • Bank processing times
  • Credit card issuer policies

Refunds may require several business days to appear in customer accounts.

7. Exchange Policy

Eligible products may be exchanged for:

  • Identical replacement items
  • Alternative products of equal value
  • Store credit where applicable

Availability of replacement products is subject to stock availability.

8. Shipping Costs for Returns

Customers may be responsible for return shipping costs unless:

  • Incorrect items were shipped
  • Products arrived damaged or defective
  • Return is caused by our error

Original shipping fees are generally non-refundable unless otherwise stated.

9. Cancellation Policy

Orders may only be canceled before shipment processing begins.

Once orders are shipped, cancellation requests may no longer be accepted.

10. Limitation of Liability

PAGO COLLECTION SDN. BHD. shall not be liable for:

  • Indirect or consequential losses
  • Installation costs
  • Data loss
  • Business interruption caused by product issues

Customers are encouraged to back up important data before using electronic products.