Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Please note, there is a up to 25% re-stock fee unless you have received a product with defective hardware that is confirmed by our team once we receive the computer back. Order which require PRE-ORDER/SPECIAL ORDER are non refundable.
Shipping costs are non-refundable.
To be eligible for a return, your purchase must be in the same condition that you received it and in its original packaging. With this said, we ask that you please keep the original box that you receive your PC, in which you may discard after the eligible return window of 30 days. You will also need the receipt or proof of purchase. In the event where you do not have the original packaging, you will be charged an additional fee for a return box. Any damages incurred in shipping due to non-original packaging may result in additional fees and/or refusal of refund.
To start a return, you can contact us at support@xonaz.com.my. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at support@xonaz.com.my.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Accessories that have been opened and show signs of wear and tear such as a keyboard, mouse, or headset cannot be returned. Please get in touch if you have questions or concerns about your specific item. Order which require PRE-ORDER/SPECIAL ORDER are non refundable.
Event and Promotion Product Return Policy:
We strive to ensure your satisfaction with every purchase made from XONAZ MALAYSIA. However, please note that products purchased for events or promotional purposes fall under a separate category due to their specific usage and nature. Therefore, we have established the following return policy:
- Definition of Event and Promotion Products: Products intended for use in events, promotional campaigns, marketing initiatives, or any other similar activities fall under this category. This includes but is not limited to branded merchandise, customized items, and products bought in bulk for specific occasions.
- Non-Eligibility for Returns: Any product designated for use in events or promotions is not eligible for return or refund under any circumstances once it has been deliver, used/unused, opened, or its packaging has been tampered with. This policy applies regardless of the condition of the item or any defects it may possess.
- Verification of Intended Use: XONAZ MALAYSIA reserves the right to verify the intended use of the product before processing a return request. This may include requesting information regarding the purpose of the purchase or evidence of its utilization in an event or promotional activity.
Multiple Refund Attempts: To maintain the integrity of our refund policy and prevent abuse, any attempts to exploit our refund process by submitting multiple refund requests for the same order or multiple order will be rejected. We encourage customers to reach out to our customer support team before initiating a refund request to address any concerns or issues.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.