Return, Refund and Exchange Policy

1. General Policy

At ACE FUTURE SDN BHD, We strive to ensure that all Goods purchased through Our website are delivered in satisfactory condition and match the product descriptions and specifications provided.

Due to the nature of computer components and peripherals, all purchases are considered final and are generally not eligible for return, refund, or exchange, except in the circumstances outlined in this Policy or where otherwise required by applicable law.

This Policy applies to products purchased through Our website at https://aceftr-sb.com, including motherboards, RAM, SSDs, hard disk drives (HDDs), headphones, keyboards, mice, and other related products.

2. Definitions

For the purposes of this Policy:

  • “Company” (referred to as either the “Company”, “We”, “Us” or “Our”) refers to ACE FUTURE SDN BHD.
  • “Goods” refers to the computer components and peripherals offered for sale on the Service.
  • “Orders” means a request by You to purchase Goods from Us.
  • “Service” refers to the ACE FUTURE SDN BHD website, accessible from https://aceftr-sb.com.
  • “You” or “Customer” means the individual or legal entity purchasing or receiving Goods from Us.
  • “Return” refers to the process of sending purchased Goods back to the Company for assessment or an approved resolution.
  • “Refund” refers to the repayment of an amount paid for eligible Goods.
  • “Exchange” refers to the replacement of eligible Goods with another item or a replacement unit, subject to availability and the circumstances of the case.

3. Circumstances Eligible for Return, Refund, or Exchange

Items sold by the Company are not generally returnable, refundable, or exchangeable unless one or more of the following circumstances apply:

3.1 Incorrect Item Received

If We send You an item that differs from the item You ordered, You may contact Us to request an appropriate resolution.

Examples include receiving a different product model, an incorrect component, or an item that does not correspond to the confirmed Order.

3.2 Product Does Not Match Its Advertised Description

If the Goods received do not match the specifications, description, features, or information advertised on Our website at the time of purchase, You may submit a request for assessment.

Please provide evidence showing the difference between the advertised product and the item received, such as photographs of the product label, model number, packaging, or relevant specifications.

3.3 Goods Arrive Damaged or Defective

If an item arrives physically damaged, defective, or otherwise not functioning as reasonably expected upon delivery, You may contact Us for assistance.

For computer components and electronic peripherals, please avoid further use or installation if You suspect that the item is damaged or defective. Where safe and appropriate, retain the original packaging and accessories while Your request is being reviewed.

A product that has been damaged through improper installation, misuse, unauthorised modification, or handling after delivery may require further assessment to determine the cause of the issue.

3.4 Delivery Exceeds the Stated Shipping Timeline

If Your Order exceeds the applicable delivery timeline stated in Our Shipping Policy, You may contact Us to request an investigation and an appropriate resolution.

We will review the Order details, dispatch information, tracking status, and circumstances of the delay before determining the next steps.

A delivery delay does not automatically establish that a refund is due in every circumstance. Any cancellation or refund will be handled in accordance with Our applicable policies, the circumstances of the Order, and applicable law.

4. Non-Eligible Return, Refund, and Exchange Requests

Unless otherwise required by applicable law, We generally do not accept return, refund, or exchange requests for reasons including, but not limited to:

  • A change of mind after placing an Order.
  • Selecting the wrong product, model, colour, size, or specification when the item supplied matches the Order.
  • Purchasing a component that is incompatible with Your existing computer system where the product was accurately described.
  • Dissatisfaction with a product where the Goods match the advertised description and are not otherwise eligible under this Policy.
  • Damage caused by improper installation, misuse, negligence, unauthorised repairs, or modifications after delivery.
  • Damage resulting from failure to follow the manufacturer’s instructions.
  • Missing accessories or packaging where the issue was caused after delivery or by the Customer.

Each request will be assessed according to the facts of the case. Nothing in this section removes any rights or remedies that cannot lawfully be excluded under Malaysian law.

5. Mandatory Evidence for Claims

To help Us assess a return, refund, or exchange request, You are required to provide relevant evidence supporting Your claim.

5.1 Unboxing Video

Where available, You should provide a clear and continuous unboxing video that shows:

  • The unopened parcel before opening.
  • The shipping label and visible delivery details.
  • The external packaging and its condition.
  • The process of opening the parcel.
  • The product and its packaging as received.
  • Any visible damage, incorrect item, missing component, or other issue being reported.

The video should be sufficiently clear to allow Us to review the condition of the parcel and Goods. Please avoid editing or cutting the video in a way that obscures the relevant events.

5.2 First-Use Video

Where applicable, You should provide a clear video demonstrating the first use or initial testing of the item, particularly where the claim concerns a functional defect.

For example, this may include a keyboard that fails to register keystrokes, a mouse that does not respond, or a storage device that is not detected by a compatible system.

Please do not perform tests that could endanger You, damage other equipment, or violate the manufacturer’s instructions. For internal computer components, seek qualified assistance if You are unsure how to test the product safely.

5.3 Additional Supporting Evidence

We may also request relevant supporting materials, including:

  • Your Order number and proof of purchase.
  • Photographs of the product, packaging, shipping label, or visible damage.
  • The product model number, serial number, or other identifying details.
  • Screenshots or recordings showing the reported issue.
  • A description of the problem and the steps taken to identify it.
  • Other reasonable documents or information needed to assess the request.

Please ensure that the information supplied is accurate and relates to the relevant Order.

6. Submission Deadline

All return, refund, and exchange requests must be submitted within 24 hours of receiving the Goods.

You must send Your request to:

Email: acefuturesb@outlook.com

Please include Your Order number, the date You received the Goods, a description of the issue, and the supporting evidence available to You.

Requests submitted after the 24-hour period, or requests that do not include the required evidence, may be rejected under Our standard assessment procedure, subject to applicable law and any circumstances that reasonably prevent timely submission.

If You discover a problem after the deadline, You may still contact Us. We will consider the circumstances and any applicable legal obligations, including rights that cannot lawfully be excluded or restricted by a time limit in this Policy.

7. How to Submit a Request

To submit a return, refund, or exchange request, please follow these steps:

Step 1: Contact Us

Email acefuturesb@outlook.com within 24 hours of receiving Your Order.

Step 2: Provide Your Order Details

Include Your Order number, the date of receipt, the product name, and a clear explanation of the issue.

Step 3: Attach Supporting Evidence

Include the unboxing video, first-use video where applicable, relevant photographs, and any additional information requested under this Policy.

Step 4: Wait for Our Assessment

We will review the information submitted and may contact You if additional details are required. Please wait for Our instructions before sending any Goods back to Us.

Step 5: Follow the Agreed Resolution

If Your request is approved, We will inform You of the applicable next steps, which may include returning the Goods, arranging a replacement, or processing a refund.

Please do not send Goods to Us without prior instructions, as this may delay the assessment and processing of Your request.

8. Assessment and Approval

All requests will be reviewed based on the information and evidence provided, the condition of the Goods, the Order details, and the applicable provisions of this Policy.

We may need to inspect the Goods or request additional evidence before making a decision.

Approval will depend on the circumstances of the claim. Submitting a request does not automatically guarantee a refund, replacement, or exchange.

We aim to communicate Our decision within a reasonable period after receiving the necessary information. The time required may vary depending on the complexity of the issue, the availability of supporting evidence, and whether inspection or further investigation is necessary.

9. Return Shipping and Product Handling

If We approve a return, We will provide instructions on how the Goods should be sent back, where applicable.

Customers should package returned Goods carefully to reduce the risk of additional damage during transportation. Unless We instruct otherwise, please include the relevant accessories, components, and packaging supplied with the item.

Where a return is approved because We sent the wrong item, the Goods do not match their advertised description, or the item arrived damaged or defective, We will communicate the applicable return arrangements and responsibility for reasonable return shipping costs.

Goods should not be dismantled, modified, or subjected to unnecessary testing while a claim is being assessed. For electronic components, please follow appropriate handling precautions and the manufacturer’s instructions.

10. Refund Procedure

If a refund is approved, We will notify You of the approved refund amount and the applicable processing procedure.

Where practicable, refunds will be made through the original payment method. The time taken for the funds to appear in Your account may depend on the payment provider, bank, or financial institution.

The Company does not control the processing timelines of third-party banks or payment providers after a refund has been initiated.

If the original payment method cannot reasonably be used, We will contact You to discuss an appropriate alternative, subject to verification and applicable requirements.

Any refund will be handled in accordance with applicable law and the circumstances of the Order.

11. Replacement and Exchange Procedure

Where a request is approved and a replacement or exchange is appropriate, We will inform You of the available options.

A replacement may be subject to stock availability, product discontinuation, manufacturer arrangements, or other relevant circumstances.

If the same item is unavailable, We may discuss an alternative remedy with You, which may include another suitable arrangement or a refund where appropriate.

We will not substitute a different product without Your agreement.

12. Warranty Claims

Some Goods may be covered by a manufacturer’s or supplier’s warranty. Warranty coverage, duration, exclusions, and claim procedures depend on the relevant warranty terms.

A manufacturer’s warranty is separate from this Return, Refund and Exchange Policy.

If You experience a problem after the initial delivery period, please contact Us with Your Order details and a description of the issue. We will provide information about any applicable warranty or support process where available.

Nothing in this Policy limits any applicable rights You may have under Malaysian law.

13. Fraudulent or Misleading Claims

We reserve the right to investigate requests where the information or evidence provided appears incomplete, inconsistent, altered, or unrelated to the reported issue.

We may request further clarification or supporting evidence before deciding a claim.

Any suspected fraudulent activity will be handled appropriately and in accordance with applicable law. However, a request will not be rejected solely because further reasonable investigation is needed.

14. Limitation of This Policy

This Policy sets out Our standard procedures for handling return, refund, and exchange requests. It should be read together with Our Terms and Conditions, Shipping Policy, Warranty information, and other applicable policies published on Our website.

Nothing in this Policy is intended to exclude, restrict, or modify any consumer rights, statutory guarantees, or remedies that cannot lawfully be excluded, restricted, or modified under Malaysian law.

Where any provision of this Policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.

15. Changes to This Policy

We may update this Policy from time to time to reflect changes in Our business operations, products, procedures, or applicable legal requirements.

Any revised version will be published on Our website with an updated “Last Updated” date.

Customers are encouraged to review this page periodically. Changes will apply subject to applicable law and any rights or obligations arising from Orders already placed.

16. Contact Us

If You have any questions about this Return, Refund and Exchange Policy or wish to submit a request, please contact Us using the details below.

Company Name: ACE FUTURE SDN BHD
Website: https://aceftr-sb.com
Email: acefuturesb@outlook.com

Please include Your Order number and relevant supporting evidence when contacting Us about a specific issue.

Thank You for shopping with ACE FUTURE SDN BHD.