Cancellation & Refund Policy

1. Order Cancellation

The ability to cancel an order depends on the time elapsed since the purchase and the status of the item.

Order Status	Timeframe	Cancellation Policy
Processing	After order AND before items are shipped	Cancellation is subject to a 5% administrative fee (based on the total order value) to cover applicable payment processing fees (see Section 2).
Shipped/In Transit	After item has left our facility	Not Permitted. Once the item has been picked up by the freight carrier, the order cannot be canceled. You must follow the Return Policy (Section 3).
Self-Collection (After 5 Days)	After the 5-day holding period for self-collection	Not Permitted. Orders held for self-collection past the 5-day limit are considered final.

2. General Refund Terms and Fees

• Refund Method: All approved refunds will be processed using bank transfer.
• Bank Details Requirement: Customers initiating a refund must email their bank details to support@isofu.com.my to facilitate the transfer.
• Processing Time: The processing time for all refunds is typically 7–14 business days from the date the refund is approved and bank details are received.
• Non-Refundable: Shipping fees, re-delivery charges, and storage fees previously incurred are non-refundable.
• We reserve the right to deny any refund or return if the policy terms are not met.

3. Returns and Exchanges (Post-Delivery)

Due to the high cost of freight and handling for large items, we maintain a strict return policy.

• Eligibility: Returns are only accepted for items that are defective, damaged upon arrival (with proof on the delivery receipt), or if the wrong product was delivered. We do not accept returns based on change of mind, colour preference, or mismeasurement by the customer.
• Timeframe: You must notify us of a defective or damaged item within 3 days of the delivery date.
• Condition: Returned items must be in unused condition, disassembled (if applicable), and in their original packaging. Failure to return the item in its original packaging may result in a repacking fee deduction from the refund amount.
• Documentation: Clear photographic evidence of the defect or damage, along with a copy of the delivery receipt noting the damage, must be provided.

4. Items Not Eligible for Refund or Exchange

The following item categories are considered final sale and cannot be returned, exchanged, or refunded:

• Items that have been assembled, used, altered, or modified by the customer.
• Display unit items or clearance/sale items explicitly marked as “Final Sale.”
• Item(s) that have been stored at our facility for more than 3 months (as per Section 3 of the Shipping Policy).
• Items missing original packaging, parts, or manuals.

5. Refund Procedure for Approved Returns

1. Notification: Contact our Customer Service team at support@isofu.com.my with your Order Number, contact details, and reason for return.
2. Assessment: We will review the claim and photographic evidence.
3. Collection: If the return is approved, we will arrange for the specialized freight carrier to pick up the item. Do not attempt to ship the item back yourself.
4. Inspection: Once the item is received and inspected at our warehouse, and it is verified to be defective/damaged as claimed, the refund amount (minus any applicable fees from Section 2) will be processed.