Refund policy

Refund, Return & Exchange Policy

At Bixdo Malaysia, we are committed to providing quality products and fair customer service while protecting both customers and our business from misuse, abuse, and fraudulent claims.

This policy is governed by the laws of Malaysia, including the Consumer Protection Act 1999.

By placing an order on Bixdo.com.my, customers acknowledge and agree to the terms below.

1. General Policy

All sales are considered final unless:

  • The item received is defective;

  • The wrong item was delivered;

  • The item was damaged prior to delivery; or

  • The product materially differs from the description provided.

Bixdo Malaysia does not provide refunds or returns for change-of-mind purchases unless expressly approved at our sole discretion.

2. Change-of-Mind Purchases

We do not accept refunds, returns, or exchanges for:

  • Change of preference

  • Accidental orders

  • Ordering the wrong model, size, or variant

  • Failure to read product descriptions or compatibility information

  • Better pricing found elsewhere

  • Minor packaging imperfections that do not affect product functionality

Any approved exception is strictly discretionary and may be subject to:

  • Restocking fees;

  • Administrative charges;

  • Deduction of shipping and payment processing costs;

  • Store credit instead of cash refund.

3. Return Eligibility Conditions

Any approved return request must meet ALL the following conditions:

  • Request submitted within seven (7) calendar days from delivery date;

  • Product remains unused, unopened, and unactivated;

  • Original product seal, packaging, labels, accessories, manuals, warranty cards, and free gifts are intact;

  • Product is not damaged due to customer handling, misuse, negligence, or improper storage;

  • Valid proof of purchase is provided.

Bixdo Malaysia reserves the right to reject any return that does not meet these conditions.

4. Defective, Damaged, or Incorrect Items

Customers must inspect their order immediately upon receipt.

Claims for defective, damaged, missing, or incorrect items must be reported within forty-eight (48) hours of delivery together with:

  • Order number;

  • Clear photos/videos of:

    • Product condition;

    • Shipping label;

    • Outer packaging;

    • Internal packaging;

    • Defect or issue identified.

Failure to provide sufficient evidence within the required timeframe may result in rejection of the claim.

Bixdo Malaysia reserves the right to investigate all claims before approving any refund, replacement, exchange, or compensation.

5. Inspection & Verification Rights

All returned items are subject to inspection and verification upon receipt.

Bixdo Malaysia reserves the right to reject claims where:

  • The defect is caused by misuse, mishandling, or unauthorized modification;

  • The product shows signs of usage, installation, activation, or tampering;

  • Serial numbers, seals, or labels are removed or altered;

  • The returned item is incomplete;

  • Evidence provided is misleading, false, or inconsistent.

In cases of suspected abuse, refund fraud, or excessive return behavior, Bixdo Malaysia reserves the right to refuse future transactions and/or suspend customer accounts.

6. Refund Method & Processing

Approved refunds shall be processed using one of the following methods at Bixdo Malaysia’s discretion:

  • Original payment method;

  • Store credit;

  • Product replacement;

  • Partial refund.

Refund processing timelines may vary depending on banks, payment gateways, and financial institutions.

Shipping charges, platform fees, transaction fees, import duties, taxes, and handling fees are non-refundable unless the error was caused solely by Bixdo Malaysia.

7. Return Shipping Responsibility

Customers are responsible for all return shipping costs unless:

  • Incorrect item was sent by Bixdo Malaysia; or

  • Product is verified to be defective upon arrival.

Customers are advised to use trackable shipping services.

Bixdo Malaysia shall not be responsible for lost, delayed, or damaged return parcels.

8. Order Cancellation

Orders cannot be cancelled once they have entered processing, packing, shipment preparation, or courier handover stages.

Approved cancellations may be subject to payment gateway charges, administrative fees, and non-recoverable transaction costs.

9. Warranty Claims

Products carrying manufacturer warranty are subject to the respective manufacturer’s warranty terms and claim procedures.

Warranty coverage does not include:

  • Accidental damage;

  • Water damage;

  • Misuse or abuse;

  • Unauthorized repairs or modifications;

  • Improper installation;

  • Normal wear and tear.

10. Limitation of Liability

To the maximum extent permitted under Malaysian law, Bixdo Malaysia shall not be liable for indirect, incidental, special, or consequential damages arising from the use or inability to use products purchased.

Our total liability shall not exceed the purchase price paid for the affected product.

11. Rights Reserved

Bixdo Malaysia reserves the right to:

  • Refuse unreasonable returns or refund requests;

  • Amend this policy at any time without prior notice;

  • Make the final decision on all refund, return, exchange, and warranty matters.

12. Contact Information

For assistance regarding returns or refunds, please contact:

Email: support@bixdo.com.my
Website: https://bixdo.com.my