Refund policy

Refund & Return Policy

1. Scope

This policy applies to orders placed directly with us at [lifnex.my] ("the Store").
If you bought from Shopee, Lazada, TikTok Shop, or an authorised dealer, your return must be processed through that platform or dealer under their return rules, because that is where the sales contract was formed.

2. Change of mind policy

We do not accept returns or exchanges for change of mind, including where you have ordered the wrong model, colour or quantity, or simply no longer want the item. Please check your order carefully before confirming it.

3. When we accept a return

We accept returns and exchanges only where the item you received is:
Damaged — physically damaged when it reached you;
Defective — faulty on arrival due to a manufacturing defect; or
Incorrect — a different item or variant from the one you ordered.
Where a return is accepted, the item will be exchanged for a new replacement unit. Where a replacement is unavailable, Section 5 applies.
All return and exchange requests must be submitted within seven (7) days from the date of delivery. Requests received after this window will be assessed under the product warranty instead (Section 6).
While you have up to seven (7) working days to report an issue, we strongly recommend reporting any transit damage as soon as it is noticed. Courier damage claims are much easier to verify when reported within the first one to two days, and photographs or videos of the parcel and outer packaging before disposal can significantly assist with the claim.

4. Conditions for return or exchange

To be accepted, a returned item must meet all the following:
The item must be returned in its original condition, with no material reduction in value caused by use, damage or consumption.
The original purchase receipt or gift receipt must be presented, together with the original packaging.
All original accessories must be included — cords, adapters, charging cases, ear tips, manuals, documentation, warranty cards, and any other items supplied with the product.
The product's serial number must be intact and legible and must match our record of your order.
Please do not tape, write on, or otherwise mark the product's retail box. Use an outer carton for shipping.

5. Exchanges and availability

All exchanges are subject to product availability. If the replacement item is unavailable, we will offer an alternative resolution where applicable — which may include a comparable model, store credit, or a refund.
Where there is a difference in price between the original and the replacement item, the balance will either be collected as a top-up or refunded to you, as applicable.
If we cannot supply a replacement or an alternative acceptable to you, you may request a full refund of the item, including the original shipping charge.

6. Warranty

Faults that appear after the seven working day return window are handled under warranty, not under Section 3.
All products sold by the store carry a [12]-month warranty from the date of purchase against manufacturing defects, unless the product page states otherwise.
Warranty applies to units purchased from us or from an authorised LIFNEX dealer or marketplace store.
Warranty does not cover:
Physical damage, drops, crushing, or cosmetic wear from normal use
Liquid or moisture damage beyond the product's stated IP rating
Damage from unauthorised repair, disassembly, or modification
Damage from use of non-approved chargers or accessories
Normal battery capacity decline over time
Products with removed, altered, or unreadable serial numbers
Parallel-import or grey-market units not distributed by LIFNEX
Warranty claims are assessed within [5] working days of the unit reaching us. The outcome is repair, replacement with the same or an equivalent model, or refund, at our reasonable discretion.

7. Items we cannot accept back

Any item returned for change of mind (Section 2)
Items reported more than seven working days after delivery, other than valid warranty claims
Items returned without the original receipt, packaging or accessories (Section 4)
Gift cards and store credit
Items marked "Final Sale", "Clearance", or "As-Is" at the point of purchase
Free gifts and promotional items, unless returned together with the qualifying purchase
Items damaged by misuse, neglect, accident, or unauthorised repair
Products with removed, altered or unreadable serial numbers

8. How to request a return or exchange

Email [admin@lifnex.my] within seven working days of delivery, with your order number and the reason for the request.
Attach photographs of the outer parcel, the shipping label, the retail box and the item itself. An unboxing video is HIGHLY ENCOURAGED, as it resolves damage claims considerably faster.
We reply within [1-3] working day with a Return Authorisation (RA) number and instructions.
Pack the item securely in an outer carton with all original packaging and accessories inside and write the RA number clearly on the outside.
Return the parcel to:J-7-G, Block J, Setia Walk, Persiaran Wawasan, 47160 Puchong, Selangor, Malaysia in person or ship it back to us at your own cost. Once the return is approved, we will cover the cost of shipping the replacement item back to you. Returns sent without an RA number may be refused or delayed.

9. Refunds

Where a refund is agreed under Sections 3 or 5, we process it once the returned item reaches us and passes inspection — usually within [3] working days of receipt.
Refunds are issued to the original payment method and include the original shipping charge.
Timing after we release the refund depends on your bank or provider and is outside our control. Refunds cannot be redirected to a different card or account.
You may choose store credit instead of a cash refund. Store credit is issued immediately on approval, is valid for [12] months, and is not exchangeable for cash.

10. Bundles and promotions

If you return part of a bundle or a promotion that unlocked a discount, free gift, or free shipping, your refund is adjusted to the price you would have paid without that promotion — or you may return the free gift together with the item.

11. Order cancellation

You may cancel any order at no cost before you receive the dispatch notification. Email us immediately.
Once the parcel has been handed to the courier we cannot recall it. As we do not accept change-of-mind returns, please cancel before dispatch if you have changed your mind.

12. If you are not satisfied

13. Contact

LIFNEX INTERNATIONAL SDN BHDJ-7-G, Block J, Setia Walk, Persiaran Wawasan, 47160 Puchong, Selangor, MalaysiaEmail: [admin@lifnex.my ] Business hours: [Monday–Friday, 9.00am–6.00pm MYT, excluding public holidays]
We may update this policy from time to time. The version published on our website at the time you place your order governs that order.