Refunds & Exchange

We only accept return requests for goods purchased on our website. For returns of products purchased from another retailer, please contact the original store of purchase. No return or exchange is allowed in any outlets.

HOW DO I RETURN AN ITEM?

• Kindly email to order@innoteq-apex.com
• Please indicate your order number, your name, reason for return (1) Incorrect Item or (2) Defective Item and upload supporting photos of your incorrect or defective items received.
• Our Return Department will get in touch with you in 1 - 3 working days.
• Once you receive feedback with a Return Authorisation from our Return Department, pack the items back into its original packaging along with its original invoice and accessories, free gifts, vouchers (if any).
• Return without Return Authorisation from our Return Department will not be accepted.
• Ship your return parcel within 5 working days of receiving the Return Authorisation to the following address with a delivery method that allows tracking.

INNOTEQ APEX SDN BHD (ATTN : ORDER ID# xxxxx)
No. 46-2, Jalan Sulaiman 1
Taman Putra Sulaiman
68000 Ampang, Selangor, Malaysia.
Tel: 03-4820 7770

WHAT IS THE RETURN POLICY?

• For incorrect or defective items shipped, we provide a 7 working days return policy upon the customer received the purchased item, subject to the following terms and conditions:

1. Item must be in their original purchase condition, including the original product packaging, original invoice, warranty cards, manuals, and all accessories (including authentic labels, use instructions, guarantee leaflets and other hangtags) in order to obtain a replacement/refund.
2. Items purchased as part of a set or multi-item packs have to be returned as a whole set. If the order was received with: a gift with purchase, bonus items, bundles, sets, it must be returned together with the returned order.
3. Delivery fee to return the product to us shall be borne by the customer.
4. We do not accept the returns of used, washed, or incomplete merchandise with missing parts/items.
5. We reserves all rights to inspect the condition of the items before processing any returns or exchanges. Customer shall bear the shipping and handling charges of returning any rejected return or exchange request items.

• Once we received your return parcel, a quality check will be done in 1 - 3 working days.
• If your item passes the quality check, a “Replacement Issued” status will be reflected on the “My Orders” page in your account. An email notification will be sent to your registered email address as well.
• The table below shows the exchange processing time frame according to your delivery area:

• Once we received your return parcel, a quality check will be done in 1 - 3 working days.
• If your item passes the quality check, a “Refund Issued” status will be reflected on the “My Orders” page in your account. An email notification will be sent to your registered email address as well. This indicates that the refund processing timeframe has started.
• The table below shows the refund processing time frame according to the payment method used.