1. When a request can be reviewed
ELECTRA NEXUS SDN. BHD. will review a return, refund, or exchange request only when the wrong product was sent, the item differs from the listing, the item is defective on arrival, or delivery exceeds the stated Shipping Policy timeline.
2. Compatibility and installation responsibility
Telephone accessories and spare parts must match the customer’s device model, connector type, size, and intended use. Items damaged by wrong installation, modification, liquid exposure, misuse, or incompatible device use are not treated as delivery defects.
3. Condition of electronic accessories
Where applicable, products must remain in original condition with packaging, labels, manuals, cables, and included parts. Installed, altered, scratched, burnt, water-damaged, or incomplete items may be rejected.
4. Evidence required
Requests must include a continuous unboxing video showing the unopened parcel, courier label, outer packaging, inner packaging, and item received. Photos or a first-test video may also be requested for defect checks.
5. Request deadline
Contact electra-nexus@outlook.com within 24 hours after receiving the parcel. Late submissions or cases without clear evidence may not be accepted.
6. Resolution
Approved cases may be resolved by replacement, exchange, refund, or another suitable solution depending on item condition, stock availability, and the evidence submitted.
Refund Method
Approved refunds will be refunded to the original payment method or the customer’s bank account, as applicable.