退货政策

Return and Cancellation Policy

Last Updated: 5 October 2026

IOOI CONSULTATION supplies industrial products based on customer requirements, quotations, specifications, quantities and purchase-order confirmations.

Please review all product details carefully before confirming an order.

1. No Cancellation After Order Confirmation

Once IOOI accepts an order in writing, the order is final and cannot be cancelled or changed.

This applies especially to:

• Specially sourced products
• Imported products
• Custom-made products
• Configured products
• Non-stock products
• Bulk orders
• Products ordered specifically for the customer
• Products for which supplier commitments have been made

Customer purchase-order cancellation does not cancel an order already accepted by IOOI.

2. No Returns or Exchanges

IOOI does not accept returns or exchanges because of:

• Change of mind
• Incorrect selection by the customer
• Incorrect measurements or specifications
• Incorrect compatibility assumptions
• Excess quantity ordered
• Duplicate orders
• Project cancellation
• Budget changes
• Internal approval issues
• Product no longer being required
• Packaging being opened
• Goods being used, installed or modified

Customers must verify the brand, model, item code, specifications, quantity, dimensions, voltage, compatibility and intended application before confirming an order.

3. Exceptions

The no-return and no-cancellation rule does not exclude rights or remedies that cannot lawfully be excluded.

IOOI will review a claim where:

• The wrong product was supplied by IOOI
• The delivered quantity differs from the accepted order
• Goods were materially damaged before delivery
• Goods have a material manufacturing defect
• Goods materially fail to match the accepted written specification
• Applicable law requires a remedy

A claim is not automatically approved. IOOI may inspect the product and request supporting evidence.

4. Reporting a Problem

For visible damage, shortages or incorrect items, contact IOOI as soon as reasonably possible after delivery.

Provide:

• Customer or company name
• Invoice or quotation number
• Product name
• Brand and model
• Item code
• Quantity affected
• Description of the issue
• Clear photographs or videos
• Photograph of the packaging and delivery label
• Delivery documentation
• Any relevant test or inspection information

For a suspected latent defect, notify IOOI promptly after discovering the issue and within any applicable written warranty period.

5. Product Condition

Unless the product is unsafe to retain, customers must:

• Stop using the affected product
• Keep the product and packaging
• Preserve labels and serial numbers
• Avoid unauthorised repair or modification
• Follow IOOI’s inspection or return instructions

Products returned without prior written authorisation may be rejected.

6. Claim Assessment

IOOI may:

• Request additional evidence
• Inspect or test the product
• Refer the matter to the manufacturer or supplier
• Require the product to be returned to a specified location
• Confirm whether the issue falls under a manufacturer warranty
• Reject claims caused by misuse, installation, storage or customer error

7. Available Remedies

Where a claim is accepted, the remedy will depend on the circumstances, applicable warranty and applicable law.

The remedy may include:

• Supplying the missing item
• Correcting the supplied quantity
• Repairing the product
• Replacing the affected product
• Providing manufacturer warranty assistance
• Issuing credit
• Providing a refund where legally required or expressly approved

IOOI will determine the appropriate remedy subject to applicable law.

8. Non-Returnable Products

Except where required by law, the following are non-returnable:

• Custom-made or configured products
• Special-order products
• Imported-on-request products
• Products cut, mixed, programmed or modified for the customer
• Chemicals, consumables or hygiene products that have been opened
• Installed or used products
• Products without original packaging or labels
• Clearance items
• Products damaged after delivery
• Products affected by incorrect storage or handling

9. Warranty Claims

Warranty claims are subject to the applicable written warranty and manufacturer requirements.

Warranty may not apply to damage caused by:

• Misuse
• Improper installation
• Unauthorised modification
• Normal wear and tear
• Incorrect voltage
• Incompatible equipment
• Poor storage
• Corrosion or contamination
• Accidents
• Failure to follow manufacturer instructions

10. Return Shipping and Inspection Costs

If a claim is accepted as an IOOI supply error or covered defect, responsibility for reasonable return arrangements will be confirmed in writing.

If inspection shows that the product is not defective or the issue resulted from customer error, the customer may be responsible for inspection, collection, shipping, re-delivery and related costs.

11. Contact

To report an order issue, contact:

IOOI CONSULTATION

Email: iooiconsultation@gmail.com
Phone/WhatsApp: +60 11-6262 6399
Business Address: E-26-2, Bay Avenue, Lorong Bayan Indah 2, 11900 Bayan Lepas, Penang, Malaysia.
Business Hours: Monday–Friday, 9:00 AM–5:00 PM