Kennedy Electrical & Electronics Return & Refund Policy

Effective Date: 27th April 2026

Business: Kennedy Electrical & Electronic Sdn. Bhd.

Contact: +6013 885 3811

Country: Malaysia

At Kennedy Electrical & Electronics, we want every customer to shop with confidence. We carefully check orders before fulfilment and work with trusted brands, suppliers, and delivery partners. This Return & Refund Policy explains when returns, exchanges, repairs, replacements, or refunds may be accepted. This policy does not limit any rights you may have under Malaysian consumer protection laws.

1. Order Issues, Damaged Items or Wrong Items

Please inspect your item as soon as you receive it. If your item is damaged during delivery, missing parts, visibly dented, cracked, incorrect, or not the model you ordered, please contact us within 48 hours of delivery. To help us resolve the issue quickly, please provide: 1. Order number or proof of purchase 2. Clear photos or videos of the item, packaging, carton label, serial number, and damage/issue 3. A short description of the problem 4. Delivery date and recipient name After checking the case, we may arrange one of the following depending on the situation: 1. Replacement of the item 2. Exchange for the correct item 3. Repair or manufacturer service support 4. Refund where replacement or repair is not suitable 5. Collection or return instructions Please keep the original packaging, accessories, manuals, warranty card, and all included items until the case is resolved.

2. Faulty or Defective Products

If the product appears faulty, please contact us as soon as possible. Some products may require inspection by the brand’s authorised service centre before a repair, replacement, or refund can be approved. Depending on the product condition, warranty coverage, brand policy, and inspection result, the remedy may include: • Troubleshooting support • Authorised service inspection • Repair • Replacement • Refund, where appropriate A product will generally not be treated as faulty if the issue is caused by: • Misuse, negligence, accident, impact damage, water damage, pest damage, power surge, incorrect voltage, or unauthorised modification • Incorrect installation by the customer or a third party not arranged/approved by us • Failure to follow the product manual, usage instructions, cleaning instructions, or maintenance requirements • Normal wear and tear • Cosmetic issues reported after the 48-hour inspection window, unless proven to be a manufacturing defect • Missing accessories reported late without supporting evidence Manufacturer warranty terms may vary by brand and product category.

3. Change-of-Mind Returns

We understand that customers may sometimes change their mind. For selected items, we may accept a change-of-mind return within 7 days of delivery, provided that the item is: • Unused • Uninstalled • In original packaging • In resaleable condition • Complete with all accessories, manuals, warranty cards, free gifts, labels, and protective materials • Accompanied by proof of purchase Change-of-mind returns are subject to approval. For change-of-mind returns, customers are responsible for return delivery, handling, and any additional delivery charges. Original delivery, installation, dismantling, or service fees are generally non-refundable once the service has been completed.

4. Items Not Eligible for Change-of-Mind Returns

For hygiene, safety, warranty, and resale reasons, we do not accept change-of-mind returns for: • Installed appliances • Used products • Opened personal care items • Opened water filters, cartridges, or consumable parts • Special order items • Clearance, display, as-is, or marked-down items clearly sold with stated condition • Items with missing packaging, missing accessories, removed labels, or damaged serial numbers • Products damaged after delivery due to customer handling, storage, transport, or installation • Gift cards, vouchers, delivery fees, installation fees, inspection fees, and service charges This does not affect your rights if the product is proven to be faulty, wrongly supplied, or not as described.

Once an item has been installed, mounted, plumbed, wired, used, or connected, it is usually no longer eligible for a change-of-mind return. Examples include: • Air conditioners after installation • Water heaters after installation • Ceiling fans after installation • Built-in kitchen appliances after fitting • Washing machines after water connection and use • TVs after wall mounting • Water purifiers after installation If an installed product is faulty, we will assist with warranty inspection, brand service support, repair, replacement, or other appropriate remedy depending on the case.

5. Returns After Installation

Once an item has been installed, mounted, plumbed, wired, used, or connected, it is usually no longer eligible for a change-of-mind return. Examples include: .• Air conditioners after installation • Water heaters after installation • Ceiling fans after installation • Built-in kitchen appliances after fitting • Washing machines after water connection and use • TVs after wall mounting • Water purifiers after installation If an installed product is faulty, we will assist with warranty inspection, brand service support, repair, replacement, or other appropriate remedy depending on the case.

6. Refund Method and Processing Time

Approved refunds will usually be made using the original payment method where possible. Refund processing time may depend on your bank, payment provider, or platform. Once we approve and process the refund, your bank or payment provider may require additional time before the amount appears in your account. Refunds may exclude: 1. Delivery fees already completed 2. Installation or service fees already completed 3. Return delivery charges for change-of-mind returns 4. Any missing accessories, damaged packaging, or reduced-value costs caused by customer handling We will inform you before making any deduction, where applicable.

7. Exchanges

Exchanges may be accepted for eligible items if: 1. The item is unused, uninstalled, complete, and in resaleable condition 2. The exchange request is made within the allowed period 3. The replacement item is available 4. Any price difference, delivery fee, or installation fee is paid before the exchange is arranged If the requested exchange item is unavailable, we may offer another suitable option or a refund where appropriate.

8. Special Orders and Pre-Orders

Special orders, pre-orders, bulk orders, and items ordered specifically for a customer may not be cancellable or refundable once confirmed with the supplier, unless the item is faulty, wrongly supplied, or unavailable. If a special order is delayed due to supplier, logistics, or manufacturer reasons, we will update the customer and provide available options.

9. Cancellations Before Delivery

Customers may request cancellation before the order is packed, dispatched, delivered, installed, or specially ordered from the supplier. A cancellation may not be accepted if: 1. The item has already been dispatched 2. Delivery is already in progress 3. Installation has already been arranged or completed 4. The item was specially ordered for the customer 5. The product has already been reserved, customised, or prepared Where cancellation is approved, refunds will be processed according to the original payment method.

10. Abuse, Fraud or Misuse of Return Policy

To keep our policy fair for all customers, we reserve the right to reject a return, refund, or exchange if we reasonably believe there is abuse, fraud, or misuse, including but not limited to: 1. False damage or defect claims 2. Altered, removed, or mismatched serial numbers 3. Returning a different item from the one purchased 4. Missing accessories, manuals, free gifts, or parts 5. Customer-caused damage 6. Repeated excessive returns 7. “Buy, use, and return” behaviour 8. Fake receipts, edited screenshots, or misleading evidence 9. Claims made after the item has been moved, installed, repaired, modified, or handled by unauthorised parties We may request additional photos, videos, inspection reports, or brand service centre verification before approving a claim.

11. How to Request a Return, Exchange or Refund

Please contact us through: WhatsApp / Phone: +6013 885 3811 Business Name: Kennedy Electrical & Electronics Please include: 1. Your name 2. Contact number 3. Order number or receipt 4. Product model 5. Delivery date 6. Reason for return/refund request 7. Photos or videos showing the issue Our team will review your request and guide you on the next steps.

12. Final Decision

All return, refund, exchange, and warranty requests are reviewed case by case. We aim to be fair, reasonable, and transparent with every customer. This policy is designed to protect genuine customers while preventing misuse, false claims, and unfair losses to the business.