This refund policy is an excerpt of our main Terms of Service
You have 7 days from the date you receive your Aihome product to request a return and a replacement Aihome product or refund of the purchase price from Aihome if the Aihome product:
is not the item you ordered;
is damaged; or
is defective or not functioning in accordance with the original equipment manufacturer’s specifications,
(subject to the conditions in this clause8) (the “Aihome 7-Day Return Policy”).
To return your Aihome product under the Aihome 7-Day Return Policy, you must, within 7 days of your receipt of the mobile device:
go to the Aihome Website and print or screen capture the result as proof of purchase of your Aihome product;
contact Aihome by e-mail at [[email protected]] to request a Return Authorisation (RA);
supply Aihome with the Serial of your Aihome product or the order number or invoice number from when you purchased the Aihome product. The Serial will be on the exterior of the clear plastic box in which your Aihome product was delivered. You can also retrieve the Serial of your Aihome product box on your Aihome product.
To qualify for a replacement or refund under the Aihome 7-Day Return Policy, all the following conditions must be met:
the Aihome product must be unopened, and in the original packaging provided by Aihome along with all accessories (including manuals, warranty cards, certificate of authenticity) and bundled free gifts received along. All packaging must be unused, unmarked and not defaced in any manner;
the Serial of the mobile device you return to Aihome must be the same as the Serial of the Aihome product sold to you – that is, it must be the same mobile device Aihome or its authorised partner supplied to you;
the returned Aihome product must be returned in good physical condition (not physically broken or damaged); and
if more than one (1) item is purchased in a single order, all items of the order must be returned together.
Once Aihome receives and verifies that the returned Aihome product qualifies for a refund, Aihome may, at its discretion, choose one of the following options:
a replacement product; or
a refund for the original purchase price plus applicable taxes.
If Aihome chooses to provide you with a replacement product, Aihome will arrange with you on the delivery of the replacement product. All costs and expenses for delivery of the replacement product will be borne by Buyer.
If Aihome chooses to provide you with a refund, please note that Aihome can only refund the original purchase price of the Aihome product to the payment method used by you to purchase the Aihome product.
Aihome Refunds will be processed and paid within fifteen (15) working days after Aihome receives and verifies the eligibility of the returned Aihome product.
If Aihome determines that the returned Aihome product is not eligible for a replacement or a refund and if you request for the Aihome product to be returned to you, you agree to bear all cost and expenses relating to the return of the Aihome product.
Deliveries, Returns, Support, and Refunds
Online Orders and Delivery
Delivery charges will be calculated based on the product packaging weight and dimension for all online orders through our online shop to locations within Malaysia. We are using FMX courier service and aim to deliver all items in stock within 5 working days.
Same-day Shipping and Deliveries
Same-day shipping is possible during office hours (shipping refers to the products being ready for collection or delivery). Our office hours will be from 11am – 6pm. Same-day shipping and deliveries will be done through lalamove.
Customer can arrange for their own collection and delivery with their appointed delivery or courier company, and bear all expenses.
This option must be communicated to the Aihome Malaysia team in advance to check the availability of stock and to make necessary arrangements for the items to be picked up by the delivery personnel.
Customers of our online shop may also choose to self-collect the items at no cost at all of our outlets.
This option also must be communicated to the Aihome Malaysia team in advance to check the availability of stock and to make necessary arrangements for the items to be picked up at our outlet to avoid any inconvenience caused.
Contact us in advance so we can get your order ready for you beforehand.
Returns and Exchanges
We aim to provide customers with a worry-free purchasing experience. Products sold can only be returned with the following conditions:
Returned products must be in its original, unopened packaging – including any protective packaging used in deliveries.
Returned products must be in packaging that is clean, free of dents and other imperfections and deformities, and fit for sale.
Products must be returned within seven (7) days of purchase or delivery, whichever is later.
Any free gifts or discounted products that were extended as part of a promotional package must be returned together if the returned product was a criteria in attaining the promotion. Gifts or discounted products to be returned are also only accepted based on the same conditions; if they cannot be accepted, the prevailing retail prices will be charged to the customer.
The following products will be rejected for returns:
If there are signs of tampering, resealing, or other forms of manipulation of the product and/or packaging
If the product is found to be missing parts, components, manuals, stickers, or labels
Shipping and Handling: the customer is responsible for all costs of returning the products to Aihome Malaysia at V05-03-02, 3rd Floor, Lingkaran SV Sunway Velocity 55100, Kuala Lumpur. Before shipping the products back, please contact us to make necessary arrangements.
Accepted returns: When a return is accepted by Aihome Malaysia, the customer will now have a form of credit note for the monetary value of the products returned, which will include any product discounts, shipping discounts, or any form of reduction in prices extended to the customer for any reason. The customer may place a new order and use the credit note as payment or part-payment.
Rejected returns: When a return is rejected by Aihome Malaysia, we will notify the customer of the decision and have the product shipped back to the customer free-of-charge.
Aihome Malaysia decision on returns is final and binding
Problems with your order?
The section above on Returns and Exchanges applies to customers who have a change of mind. They do not apply to customers with problems on their order.
We’ll be happy to assist you if you are having any of the following problems with your order:
Damaged items or packages
Missing items in packages
Received wrong items
Didn’t receive items