Returns, Refunds & Order Cancellation

1. When a Return, Replacement or Refund May Be Considered

Contact us if an order contains one or more of the following issues:

2. Report the Issue Within 7 Days

An eligible issue should be reported to our customer-support team within 7 days of receiving the goods.

Include the following information so that we can assess the request:

• Order number
• Customer name and contact details
• Product name and quantity affected
• A clear description of the issue
• Photographs or video showing the product, packaging and issue
• Expiry date, lot number or serial number where relevant
• Proof of purchase

Contact: info@isawmedical.com or WhatsApp +6017-3777793 .

3. Obtain Return Approval Before Sending the Product

Do not send a product back before receiving return instructions or approval from ISAW Medical. An unauthorized return may delay the assessment or make it difficult to match the parcel to the correct order.

4. Return Condition and Packaging

Unless the nature of the defect prevents it, a returned product should be sent with:

• The original product and affected quantity
• Original box, label, accessories and packaging
• Proof of purchase
• Any return reference or information requested by ISAW Support

You are responsible for protecting the returned product from further damage until it is received by us. Pack it securely and retain the courier tracking record.

Return-shipping arrangements and responsibility for shipping charges will be confirmed during the approval process, taking into account the reason for the return and applicable law.

5. Approved Return Address

Send a return only after receiving approval and instructions from ISAW Medical.

6. Inspection and Available Remedies

After receiving the returned product, we will inspect it and notify you within a reasonable period whether the claim has been approved.

Depending on the verified issue, product availability, applicable warranty and consumer-law requirements, the available remedy may include:

If an unordered product was sent to you, we will arrange its collection or provide appropriate return instructions.

A refund is based on the price actually paid for the affected item. Approved refunds may take up to 30 days from the approved return date, subject to the processing time of the payment provider or financial institution.

7. Sale Items, Promotions and Discount Coupons

Sale items, promotional purchases and orders made using discount coupons are not eligible for a change-of-mind refund or exchange.

This does not prevent a remedy where an item is defective, damaged, expired, near expiry, wrongly supplied or otherwise covered by applicable Malaysian consumer law.

8. Order Cancellation

Cancellation by ISAW Medical

We may cancel an order if a product is unavailable, a payment cannot be verified, an order appears fraudulent, a pricing or listing error has occurred, or fulfilment is not reasonably possible.

If we cancel a paid order, we will notify you and arrange a refund through the original payment method. The time for the funds to appear depends on the payment provider or financial institution.

Cancellation requested by the customer

Contact us immediately if you wish to request cancellation. Cancellation is not guaranteed once an order confirmation has been issued, fulfilment has begun or the parcel has been collected by the courier.

Once the parcel has been dispatched, the order is generally handled under this Returns & Refunds Policy and the Shipping & Delivery Policy.

9. Warranty Claims

A defect affecting an ISAW All-in-One Meter may also be assessed under the applicable 5-Year Limited Warranty, subject to warranty registration, product inspection and the warranty terms.

Accessories, consumables, wear-and-tear parts and damage caused by misuse may be excluded from warranty coverage.

Visit the ISAW Support Hub for warranty activation, manuals and troubleshooting.

10. Your Statutory Consumer Rights

Nothing in this policy is intended to exclude, restrict or modify a consumer right or remedy that cannot lawfully be excluded, restricted or modified under the Consumer Protection Act 1999 or other applicable Malaysian law.

Where this policy provides less protection than a mandatory legal right, the mandatory legal right will apply.