Returns, refunds and warranty
How returns, refunds, warranty and claims work for hardware, software and services we supply. Each quote or invoice sets the exact terms for that order.
How we sell
We quote by email. This website has no online checkout, takes no payment and has no upload form. Claims are made by email.
The quote is the agreement
Each quote or invoice states the items, the price, the warranty and the return terms for that order. If it differs from this page, the quote or invoice applies.
Making a claim
Email contact@netriktechworks.com with your order or invoice reference and a short description. We reply with a claim reference number.
That reply only confirms that we have received and logged your claim. It is not an approval, an acceptance of liability or a promise of a refund. Quote the reference number in every message about the claim. It is not transferable and is valid only for the customer named in it.
Claim stages
Opened. We have logged the claim and are waiting for supporting documents. No refund action is taken at this stage.
Proof received. You have sent a PDF or image (JPG or PNG) as evidence. It must be legible, unaltered and directly relevant to the claim. We review it. Sending a file does not guarantee approval.
Confirmed. You tell us in writing that the claim is complete and final. Once we record that, the claim is locked: you can no longer change it, replace documents or cancel it. We then assess the refund and pay it, subject to verification.
Please check that your documents are correct and complete before you confirm. We are not liable for claims confirmed with incomplete or incorrect documents.
Hardware and software
If an item is faulty on arrival or is not what we quoted, tell us as soon as you can with photos. We will repair, replace or refund as fits the problem, the quote and the law.
Many products carry a manufacturer warranty. We help you make a claim.
Custom-configured items, special orders and software licences are not returnable for a change of mind unless the quote says so. They are covered if they are faulty or not as described.
Please do not send anything back until we have confirmed the return.
Services
If our work does not meet the agreed scope, tell us and we will put it right at no extra charge within a reasonable time.
If we cannot put it right, we refund the part of the fee for work not delivered. If a job is cancelled part way, work already done is charged as the quote says.
Accuracy of what you send
You confirm that the information and documents you give us are true, accurate and complete when you send them. If anything is misrepresented, left out or falsified, we may cancel the claim, you may lose any settlement, and we may take legal action. Tell us if the information changes.
How long it takes
Any timelines we give are estimates. They depend on the claim, the documents we have and how many claims are open. We may extend them and will tell you by the contact details you gave us. If we ask for more information and you do not reply within 14 calendar days, we may suspend or close the claim.
Settlement and payment
We decide the settlement from the evidence you send and from the quote, contract or agreement that applied to your order. Our acknowledgement does not state or imply an amount. Refunds go back by the payment method on record for the order. We are not liable for delays by banks or other third parties, or for wrong payment details you gave us.
Checking your claim
We may check a claim before, during or after we process it. That can include asking for more documents, inspecting equipment on site, using a third-party assessor, or looking at past orders and records. Please cooperate. If information is withheld or a check is obstructed, we may reject the claim.
Disagreements and appeals
If we reject a claim or you dispute the settlement we offer, you can appeal in writing within 30 calendar days of our decision. Include new evidence or evidence that was not available before. We do not consider repeat appeals on the same evidence. Unresolved disputes may go to mediation or the relevant authority where the law provides for it.
Your personal data
We use the personal data and documents in a claim to assess it, to prevent fraud and to meet legal duties. We share them only with people who need them for that, such as a manufacturer for a warranty claim, a courier or an assessor. We do not sell them or use them for marketing. See the privacy policy for your rights.
Limits on our liability
To the extent the law allows, our liability for a claim is limited to the scope of the quote or agreement for that order. We are not liable for indirect or consequential loss caused by processing delays, outages or events outside our reasonable control.
Your legal rights
Nothing here removes rights that cannot be excluded by law. If you buy as a consumer in Malaysia, the guarantees in Part V of the Consumer Protection Act 1999 apply and cannot be excluded by contract. You may take a consumer claim to the Tribunal for Consumer Claims Malaysia.
Governing law
This policy is governed by the laws of Malaysia and the courts of Malaysia.
Changes
We may change this policy by updating this page. The version in force on the day you open a claim applies to that claim.