Return, Refund and Exchange Policy

This policy applies to purchases made through https://he1ptek.com, operated by HELPTECH SDN. BHD., Registration No. 202601012126 (1674224-M).

1. Requesting Assistance

If an item arrives damaged, is incorrect, appears defective or does not match its description, please contact us through our Contact Us page as soon as reasonably possible.

For prompt handling, please submit your request within [insert your standard reporting period] of delivery. This administrative reporting period does not remove any rights or remedies available under applicable law.

Please include:

  • Your order number and contact details.

  • The product name and, where relevant, serial number.

  • A description of the issue.

  • Clear photographs of the item, packaging and shipping label, where relevant.

  • Any useful troubleshooting details or video evidence available.

An unboxing video may help us assess shipping damage, but its absence alone will not automatically invalidate an otherwise valid claim.

2. Return Assessment

We may request further information or arrange an inspection to establish the cause of the issue and the appropriate remedy.

Please contact us before sending an item back so we can provide return instructions and the correct return address. Obtaining return instructions helps us track your item and does not limit your statutory rights.

3. Condition of Returned Items

Please return the item with its supplied accessories, manuals and packaging where reasonably available. Package it securely to prevent further damage during transport.

Reasonable opening, inspection or testing of a product will not by itself invalidate a valid claim for a defective or incorrectly supplied item.

Please do not remove or alter serial numbers. Any damage caused by improper return packaging may affect our assessment of that additional damage.

4. Computer Hardware and Compatibility

Before ordering, please check relevant specifications, including:

  • CPU socket and cooler mounting support.

  • Motherboard form factor and case clearance.

  • Memory generation and motherboard compatibility.

  • Radiator dimensions and mounting positions.

  • Power, cable, header and connector requirements.

A compatibility issue resulting solely from an incorrectly selected product is handled under our change-of-mind policy. This does not apply where our product description or advice was incorrect, or where applicable law provides a remedy.

5. Change-of-Mind Requests

Change-of-mind returns or exchanges are not automatically available unless stated in the product listing, a promotion or a written agreement with us.

Please contact us before purchasing if you require a change-of-mind return option. Any approved conditions, time limits and shipping costs will be communicated clearly.

6. Damage Caused After Delivery

Faults caused by misuse, accidental damage, incorrect installation, unsupported modification, liquid exposure or operation outside the manufacturer’s instructions may not qualify for a free remedy.

We will assess the cause of the problem rather than treating every opened or installed product as ineligible.

7. Available Remedies

Depending on the circumstances and applicable law, an appropriate remedy may include repair, replacement, refund or another agreed solution.

Replacement items are subject to availability. Store credit will only be offered as an alternative with your agreement where a refund is otherwise due.

8. Return Shipping Costs

For a confirmed defective, damaged or incorrectly supplied item for which we are responsible, we will arrange or reimburse reasonable return shipping costs.

For an approved change-of-mind return, the customer will normally bear the return shipping cost unless otherwise agreed.

Please retain your shipping receipt and tracking information.

9. Refund Processing

We will notify you of the assessment outcome and explain any decision that affects your request.

Approved refunds will normally be initiated within [insert processing period] business days after approval. Refunds will be made to the original payment method where possible. Banks and payment providers may require additional time to credit your account.

Where a full refund is required by law, it will include any associated charges that must legally be refunded.

10. Manufacturer Warranties

Any manufacturer’s warranty is subject to its stated coverage and claim procedure. Warranty periods may vary by product.

Manufacturer warranty arrangements are additional to, and do not replace, any rights you may have against us under applicable law.

11. Contact

Please submit return, refund, exchange or warranty enquiries through the Contact Us page at https://he1ptek.com.

Nothing in this policy excludes or restricts rights that cannot lawfully be excluded under Malaysian law.