Effective as of 25 May 2018
This Refund and Returns Policy governs the conditions under which refunds, returns, exchanges, or replacements may be requested for Sciener products and services.
By purchasing or using Sciener’s products, hardware devices (including but not limited to smart locks), software, or related services (collectively, the “Products”), you acknowledge that you have read, understood, and agreed to this Refund and Returns Policy.
This Policy applies to:
- Products purchased through our website (www.sciener.my) or authorized sales channels.
- Hardware devices, including smart locks and related accessories.
- Associated software and services bundled with the Products.
Please review this Policy carefully before making a purchase. If you do not agree with the terms outlined herein, please refrain from completing your purchase or using the Products.
1. Eligibility for Returns & Refunds
- Unopened/Unused Products: May be returned within 7 days of delivery for a full refund.
- Defective/Damaged Products: Must be reported within 7 days of delivery.
- Non-Returnable Items:
- Opened or used products (unless defective).
- Custom-made or personalized items.
- Software licenses or digital downloads.
2. Return Process
- Request Authorization: Contact support@sciener.my with:
- Order number.
- Photos/video of the issue (if defective).
- Approval: Sciener will provide a Return Authorization (RA) number and instructions.
- Shipping:
- Customer pays return shipping unless the return is due to Sciener’s error (e.g., wrong item shipped).
- Use a trackable courier (returns lost in transit are not refundable).
3. Refund Terms
- Processing Time: 10–15 business days after receiving the returned item.
- Deductions: Refunds may exclude:
- Original shipping fees.
- Restocking fees (15% for non-defective returns).
- Method: Refunds issued to the original payment method.
4. Warranty vs. Returns
- After 7 Days: Defects covered under the Limited Warranty (1 year for manufacturing issues).
- Warranty Claims: Require proof of purchase and defect documentation.
5. Exchanges
- Exchanges for the same product are subject to stock availability.
- Customers must cover shipping costs for exchanges unless the error was Sciener’s.
6. Contact
For questions:
📞 +601155053380
📧 support@sciener.my
