Before returning any product, please read these terms and conditions (“Return and Refund Policy”). This Return and Refund Policy specify the rights and responsibilities of both Trio Sales & Services Sdn. Bhd. (“Trio”) and any person who purchases any product offered for sale on Trio (“the Products”) via Trio (“Customer”) through all Trio’s business platforms namely on television, internet and mobile application (hereinafter collectively known as the “Platforms”). By registering an account, placing orders or making purchases through Trio on the Platforms you are deemed to have read, accept and agreed to abide this Return and Refund Policy.
In this Return and Refund Policy, WOWSHOP is referred to as “we”, “us” or “our” and the Customer is referred to as “you” or “yours”.
We reserve the right to revise, change, modify, amend, delete or remove, partly or wholly this Return and Refund Policy at any time without prior written notice. By continuing placing orders and making purchases of the Products, it will be deemed as an irrevocable acceptance by you of such revisions, changes, modifications, amendments, deletion or removal.
Overview
This Return and Refund Policy outlines the terms and conditions for returns, refunds, replacements, and warranty repair services applicable to Trio products purchased through authorized channels in Malaysia. It is established in accordance with the Sale of Goods Act 1957 and aims to ensure a consistent, fair, and high-quality support experience for our customers.
Scope of Coverage
You can return a product which was received by you in a damaged or defective condition from us not due to your own negligence. We retain the right to examine whether the returned product is indeed defective and/or damaged. In case the returned product is not defective or damaged, you will be informed about the same and the product received will be returned to the mailing address provided by you.
This policy applies to products distributing by Trio via:
– Trio’s Malaysia’s official website
– Trio’s official stores on Lazada, Shopee, TikTok
– Trio’s authorized dealers and distributors in Malaysia
Return & Refund Policy
Eligibility
Customers may request a return and refund within 14 calendar days of the purchase date or delivery date (whichever is later) if the product is found to have a manufacturing defect.
Application Process
– Contact our after-sales service team via WhatsApp
– Provide valid proof of purchase (receipt/invoice)
– Refunds will be processed within 14 calendar days of receiving the returned product
Platform-Specific Guidelines
– For purchases from Lazada, Shopee, TikTok, please refer to the platform’s return policy and contact the respective seller
– For purchases from other authorized resellers, contact the seller directly for return instructions
Return Requirements
To be eligible, returned items must:
– Be in original, sealed, and unused condition
– Include all original packaging, accessories, gifts, and manuals
– Not show any signs of tampering, use, or damage
– Be returned as a complete set
Exclusions
Return and refund requests may be rejected in the following cases:
– Missing or tampered proof of purchase
– Requests made after 14 calendar days
– Used, damaged, or incomplete products
– Unapproved returns or unauthorized cash-on-delivery shipments
– Partial return of bundled items
Replacement Policy
Eligibility
A replacement can be requested within 14 calendar days from the purchase or delivery date if the product has a verified manufacturing defect.
Application Process
– Contact the after-sales team with proof of purchase
– Return the full set of the product in good condition
– Upon verification, a replacement unit of the same model and specifications will be provided
Exclusions
Replacement requests may be denied if:
– The request is submitted after 14 days
– The returned product is used, damaged, incomplete, or shows no defect
– No valid proof of purchase is provided
– Return shipment is not sent within 14 days after confirmation
Warranty Repair Service
Coverage
Products with verified manufacturing defects within the warranty period are eligible for free repair. The warranty only applies to domestic, personal use.
Start of Warranty
– Warranty begins from the purchase date or delivery date (whichever is later)
– If proof of purchase is lost, warranty starts three months after the product’s manufacture date
– Replacement units will follow the original warranty period based on the date of purchase or delivery
What’s Not Covered
Free warranty repair does not apply to:
– Products purchased from unauthorized sellers
– Damage from misuse, liquid ingress, drops, voltage issues, or accidents
– Wear and tear or cosmetic damage
– Unauthorized repairs or alterations
– Products with expired warranty
– Failure to return item within 14 days after service approval
Service Charges
– Free of Charge if the issue is covered under warranty
– Charged Repairs apply if:
– Product is out of warranty
– Damage is user-caused or accidental
– Shipping: One-way shipping is chargeable for out-of-warranty service
– Inspection Fee: Waived for warranty cases
– Cleaning Fee: RM50 applies if the product is returned in extremely dirty condition
Legal and Liability Notice
– Claims must be submitted within one year of the issue arising
– Trio’s total liability is limited to the product’s purchase price
– In the event of legal conflict, the Sale of Goods Act 1957 shall prevail
Additional Notes
– Do not send back damaged or swollen batteries or related items
– After-sales service is only available for Trio products purchased through official channels
– This policy does not apply internationally
– Incorrect delivery addresses or rejected parcels are the customer’s responsibility
– We will hold unclaimed returned items for 30 days before disposal
– Check your parcel upon delivery; report any transit damage within 24 hours
Contact Us
For any after-sales inquiries or warranty support:
Phone Number: 03-8062 3030
Operating Hours: Monday to Sunday, 9:00 AM – 5:00 PM