Returns, Refunds & Exchange Policy

1. Definitions

For the purposes of this Return & Refund Policy:

  • “Company” (referred to as either “the Company”, “We”, “Us” or “Our” in this Return & Refund Policy) refers to INKSPIRE TRADING SDN BHD.
  • “Goods” refers to the items offered for sale on the Service.
  • “Orders” means a request by You to purchase Goods from Us.
  • “Service” refers to INKSPIRE TRADING SDN BHD, accessible from https://inkspire-trd.com/
  • “You” means the individual accessing the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
  • “Request” means a request by You for a return, exchange or refund of Goods under this policy.
  • “Delivery” means the date and time the Courier records Your Order as delivered to Your shipping address. For Orders shipped in more than one parcel, Delivery is counted separately for each parcel.

2. Overview

All Goods sold by INKSPIRE TRADING SDN BHD are not exchangeable nor refundable, except in the specific cases set out in Section 3. Every Request must be made within 24 hours of Delivery and must include the evidence listed in Section 5.

Please read this policy carefully before placing an Order. By placing an Order, You agree to this Return & Refund Policy, which forms part of Our Terms and Conditions.

3. When You Are Eligible for an Exchange or Refund

Items sold are not exchangeable nor refundable unless:

  1. Wrong item sent. The Company sent You an item different from the one You ordered, such as a different model, size, height, colour, paper weight (gsm) or quantity.
  2. Item does not match the listing. The item received does not match the specifications, description, features or information advertised on the website, such as stated dimensions, display size, material, finish or gsm.
  3. Spoiled, damaged or defective on delivery. The item is damaged, faulty or defective when delivered. For Our Goods, this includes bent or broken poles and frames, faulty retractable or telescopic mechanisms, cracked or scratched acrylic, broken bases or clips, missing parts or carry bags, and crushed, torn, wet or stained paper and card stock.
  4. Delivery timeline exceeded. Your Order was delivered after the delivery timeline stated in Our Shipping Policy (within 7 Working Days of payment confirmation, or the lead time stated on Your quotation).

If Your Request meets one of these conditions and includes the required evidence, We will offer a replacement, exchange or refund as described in Section 7.

4. What Is Not Covered

We do not accept returns, exchanges or refunds for:

  • Change of mind, including no longer needing the item after an event or finding it cheaper elsewhere.
  • Wrong size, model, colour, gsm or quantity selected by You at checkout.
  • Stands or holders that do not fit Your poster, banner, menu or card, where sizes were correctly stated on the product page.
  • Custom, printed or cut-to-size Goods made to Your specifications or approved proof, unless they are defective or do not match the approved proof.
  • Items that have been used at an event, assembled and displayed, or written or printed on, unless they were defective on delivery.
  • Minor variations in colour due to screen settings, or minor shade differences between paper batches.
  • Damage caused after Delivery, including incorrect assembly, overloading, wind, outdoor use of indoor products, or storing paper in humid conditions.
  • Normal wear and tear from use.
  • Items purchased on clearance or marked as final sale, unless they fall under Section 3.
  • Requests made after the 24-hour period or without the required evidence.

5. Required Evidence

For a refund, the customer is required to provide:

  1. A clear and continuous unboxing video showing the unopened parcel, the shipping label, the packaging and the item received. The video must:
    • Start before the parcel is opened, with the shipping label clearly readable.
    • Run continuously without cuts, pauses or edits.
    • Show the item, all parts and any issue clearly. For Orders in several parcels, record a separate video for each parcel.
  2. A clear video showing the first use of the item, where applicable. For example, assembling a backdrop or flag stand, extending a telescopic pole, pulling out a roll-up banner mechanism, or inserting a menu or card into a holder.
  3. Relevant photographs, order details or other supporting documents requested by the Company, such as close-up photos of the defect, the order number, proof of payment and, for Custom Orders, the approved proof.

We strongly recommend recording an unboxing video for every Order. Without it, We cannot verify the condition of the parcel and item on arrival.

6. Time Limit and How to Submit a Request

All return and refund requests must be sent to the Company at inkspire_trading@outlook.com within 24 hours of receiving the item. The 24-hour period starts from the Delivery time recorded by the Courier.

Your email should include:

  • Your full name, company name (if applicable) and order number.
  • The reason for Your Request, referring to one of the conditions in Section 3.
  • All evidence listed in Section 5, attached or shared as a download link.
  • Whether You prefer a replacement, exchange or refund.

Any Requests submitted after the 24-hour period, or without the required evidence mentioned above, will not be accepted.

Please do not send any item back to Us before receiving Our written approval and return instructions. Items sent without approval may be refused or returned to You at Your cost.

7. Review, Returns, Refunds and Replacements

Review: We will review Your Request and reply within [3] Working Days. We may ask for more information or evidence. Our decision will be based on the evidence provided.

Returning the item: If Your Request is approved and a return is needed, We will send You return instructions. Return shipping is free for approved Requests. Please disassemble stands, pack the item securely in its original carry bag or packaging, and include all parts, bases, clips and accessories.

Inspection: Once We receive the returned item, We will inspect it to confirm the issue. If the inspection does not support the Request, for example because the damage happened after Delivery, We will send the item back to You and no refund will be issued.

Remedy: For approved Requests, We will, at Your choice where stock allows:

  • Send a replacement of the same item, or a missing part where only a part is affected;
  • Exchange it for another item of equal value; or
  • Issue a refund.

For a late delivery under Section 3(4), You may keep the item unused and request a refund. We will then arrange collection of the item.

Refund method and timing: Approved refunds are made to the original payment method, or by bank transfer for corporate Orders, within [14] Working Days after We approve the refund or receive the returned item, whichever is later. Your bank or payment provider may take extra time to show the refund in Your account.

Partial refunds: Where only part of an Order is affected, such as some sheets in a paper pack or one stand in a bulk Order, the refund or replacement will cover only the affected items.

8. Governing Law

This Return & Refund Policy is governed by the laws of Malaysia. Nothing in this policy excludes or limits any right You have under the Consumer Protection Act 1999 or other laws that cannot lawfully be excluded.

9. Changes to This Policy

We may update this Return & Refund Policy from time to time. Changes take effect when posted on this page with a revised “Last updated” date. Orders placed before a change are handled under the policy in force when they were placed.

10. Contact Us

If You have any questions about this Return & Refund Policy, You can contact Us:

  • By email: inkspire_trading@outlook.com
  • By phone: 011-2075 5774
  • By visiting Our website: https://inkspire-trd.com/