Warranty & Return Policy

1.0 WARRANTY POLICY

At Sumwu Concept, we value your trust in our products and are committed to providing you with reliable and high-quality items. Our warranty policy is designed to offer you peace of mind and ensure a positive shopping experience. Please read and understand the following warranty policy and statement, including the warranty registration process outlined below:

1.1 WARRANTY STATEMENT  

At Sumwu Concept, we stand behind the quality of the products we offer. Our commitment to providing you with reliable and durable items is reinforced by the warranties provided by our trusted suppliers. Please always refer to the specific warranty terms and conditions provided by the manufacturer or supplier of each product. [Refer 1.3 Appendix: Suppliers’ Warranty T&C]

We understand that the warranty coverage may vary from product to product and supplier to supplier. Therefore, we encourage you to carefully review the warranty information provided with each item you purchase from us. This information will outline the duration of the warranty, the scope of coverage, and any specific conditions or limitations. 

Please ensure you had completed the registration process on our website portal to activate your warranty. It is recommended to complete the registration upon receive our products. [Refer 1.2 warranty registration]

In the event that you encounter any issues with a product you’ve purchased from us, please follow the warranty instructions provided by the supplier. We are here to assist you in facilitating any warranty claims and ensuring a smooth process. 

It’s important to note that any claims or disputes related to warranty coverage are subject to the terms and conditions set forth by the manufacturer or supplier. Sumwu Concept is not responsible for any changes or modifications made to the warranty policies of our suppliers. 

Thank you for choosing Sumwu Concept. We are dedicated to providing you with high-quality products and excellent customer service. If you have any questions or need assistance with warranty-related matters, please don’t hesitate to contact our customer service team.

1.2 WARRANTY REGISTRATION 

We are committed to ensuring the quality and satisfaction of our products. As part of our warranty process, we offer customers the opportunity to register their purchased product on our website for warranty coverage. Please take note of the following important information regarding warranty registration: 

1. Warranty Registration Requirement: To initiate the warranty claim process, customers are required to register their purchased product on our official website within 30 days from the date of purchase. The registration process involves providing accurate product details, purchase information, and personal contact details. This step is essential to ensure a smooth and efficient warranty claim experience. 

2. Exclusive Warranty Benefits: Customers who successfully register their product on our website will be eligible for exclusive warranty benefits as outlined by the manufacturer or supplier. These benefits may include but not limit to extended coverage, faster processing times, and enhanced customer support. 

3. Verification Process: Upon receiving your warranty registration, we will verify the provided details against the purchase records. Please ensure that the information you provide is accurate to prevent any discrepancies during the claim process. 

4. Timely Registration: Registering your product in a timely manner ensures that your warranty coverage is valid and effective. Failure to register within the specified time frame may result in the loss of warranty benefits. 

5. Warranty Terms: The warranty terms and conditions provided by the manufacturer or supplier will apply to your registered product. It’s important to review these terms to understand the coverage, limitations, and claim procedures. [Refer 1.3 Appendix: Suppliers’ Warranty T&C]

6. Notification of Claim: In the event that you need to make a warranty claim, please contact our customer service team with your registered product details. This will help expedite the claim process and ensure that you receive the necessary support. 

7. Third-Party Claims: If the warranty is offered by a third-party supplier or manufacturer, we will facilitate the communication between you and the relevant party. Any warranty claims are subject to their terms and conditions. 

8. Exclusions from Warranty Coverage: Please note that certain products or conditions may be excluded from warranty coverage, such as damage resulting from misuse, neglect, unauthorized repairs, or natural wear and tear. Refer to the product documentation for specific details. 

Please note that the registration of your product for warranty coverage is a separate process from the initial purchase. It’s your responsibility to ensure that the provided information is accurate and up to date. Sumwu Concept reserves the right to amend or discontinue the warranty registration process at any time. 

By proceeding with the warranty registration, you acknowledge that you have read and understood the above terms. We appreciate your cooperation in helping us provide you with the best warranty experience possible. 

For assistance with warranty registration or any related inquiries, please feel free to contact our customer service team.

1.3 APPENDIX: SUPPLIERS’ WARRANTY TERM AND CONDITIONS

As an extension of our commitment to providing quality products and excellent customer service, we work closely with our suppliers to ensure that the products we offer are backed by reliable warranty terms. Below, you will find the warranty terms and conditions provided by our suppliers for the products available in our store. Please take the time to review this information, as it outlines the coverage and procedures for any warranty claims you may have.

1. Milwaukee Power Tools

2. Akaido Power Tools

2.0 RETURN POLICY

Please note that all product(s)/good(s) sold are NOT RETURN AND REFUNDABLE except for the below return reason:

• Damage Upon Arrival (online) or upon leaving our store (physical)
• Quality Issue/Defect (need to be return within 5 days from receipt date)
• Wrong Item/Quantity Delivered by us

There will be strictly no return under the reason:

• Change Of Mind because of wrong selection, colour, size, model or specification, product not meeting expectation; or simply found it cheaper elsewhere.

Any return request for Products purchased under this series will still be required to follow our normal return procedure and rules as stated below.

Kindly refer to the section as below for new product/good shipment. We are unable to accept any online returns for products purchased at our physical stores or through other e-commerce platforms. No immediate online refund via Our Outlet option will be available.

2.1 SECTION:

1. The returned product(s)/good(s) will be checked with the receipt together and the product(s)/good(s) should be in the good condition. Otherwise, the packaging should also be in original condition in original shipping container as received. Product that is purchased as part of a set or multi-item pack, has to be returned as a whole set. 
2. There will not be any refund once the product(s)/good(s) has been used or damaged by the customer.
3. We will also not be responsible if your shipment is lost during the return transit.
4. Once you accidentally received the parcel and only found the defect products after you open the parcel,

• Take a photo of the defect product(s)/good(s) and your consignment note. After that, send a mail to sumwucs@gmail.com.
• Under the return reason of quality issue (manufacturing defect), wrong item and incomplete part, the returned Product must not be in damage/scratch condition.
• We will do the compensation within 7 working days.
• If your faulty item is out of stock, we will reimburse you with store credit or refund back to you via bank transfer within 14 working days. No immediate online refund via Our Outlet option will be available.

5. Once you found that the product(s)/good(s) received isn’t same(wrong product/quantity) with what you ordered,

• • Take a photo of the defect product(s)/good(s) and your consignment note. After that, send a mail to our sumwucs@gmail.com.
  • If we sent the wrong product(s)/good(s) to you, you can returned back and we will resend out the valid product to you within 7 working days.

• If your faulty item is out of stock, we will reimburse you with store credit or refund back to you via bank transfer within 14 working days. No immediate online refund via Our Outlet option will be available.

6. To protect all our customers and make sure that we handle every return with reasonable fairness, we refuse to accept a return in certain situations, including:

• • Products damaged by misuse, abuse, improper care or negligence, or accidents (including pet damage)
  • Products showing excessive wear and tear or dented.
  • Products lost or damaged due to fire, flood, or natural disaster.
  • Products with a missing label or label that has been defaced/removed or the item has been installed and removed.
  • Products returned for personal reasons unrelated to product performance or satisfaction.
  • Products made to your specifications or clearly customized/personalized.
  • Products which are made-to-order goods.
  • Products which according to their nature are not suitable to be returned, deteriorate rapidly or where the date of expiry is over.
  • Products which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
  • Display unit, auction items and clearance goods are strictly non-refundable. You are required to make a complete inspection to assess the item before purchasing. These items are sold on “as is, where is” basis.
  • Products that have been soiled or contaminated.

7. We shall initiate a process of refund of the money paid by the Customer towards the purchase of the returned Product if upon conducting quality checks; it is satisfied that the Product being returned entitles the Customer to a refund. It is further clarified that we shall not be required to make any refund in respect of any Product that it deems ineligible for a refund based on such quality checks.
8. It is expressly clarified that the refund entitled to by Customer shall not include money paid towards shipping, handling charges, SST/GST charges or any other such charges applicable from time to time unless for reasons attributable to, and accepted by us after due verification at its sole discretion.
9. All cash/online vouchers are not refundable. Only the balance amount that the Customer has paid will be refunded. This applies to bundled Products, promotional Products, or Products that come in set.
10. If your return is not valid, we will notify you and arrange the items to be returned. For the items to be returned to you, a delivery fee will be chargeable.
11. Any return and exchange request with the option of self-collect should be collected within 7 calendar days after notification of the products are ready at the selected outlet had been sent out. Should no one be available to collect the parcel, the request may be forfeited after the stipulated time given. Therefore, we reserve the right not to refund the Customer any amount that the Customer has spent on his/her order.
12. For Power Tools (within warranty period), You are requested to bring a full set of Products to any of Our Outlet and leave the Products for repair. A call will be made to You for collection after repair, which may take up to 40 days. Kindly bring along the necessary documents (invoice, receipt, warranty card etc.) for reference. For further details, please refer to warranty policy.
13. We reserve the right to refuse returns of any merchandise that does not meet the above return conditions in our sole discretion.

2.2 How can I return my purchase(Product Defective)?

Kindly email your inquiry to sumwucs@gmail.com with the subject “Return “Name” Item” and Order ID. Under the return reason of quality issue (manufacturing defect), wrong item and incomplete part, the returned Product must not be in damage/scratch condition. We will assist you as soon as possible. Please allow within 7 working days for your inquiry to be processed. 
Please email us your inquiry with picture(s) of your product(s)/good(s) & its condition and your order details for record purpose.

You are responsible for the cost and risk of returning the Goods to Us. The shipping cost incurred for returning item(s) to us are not covered nor reimbursed by us. Please return your purchase product(s)/good(s) to the following address:

Sumwu Concept Sdn. Bhd.
3-18 G & H, Jalan Haji Jaib,
84000, Muar, Johor
Malaysia.

Disclaimer: We cannot be held responsible for Goods damaged or lost in return shipment. Therefore, we recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods or proof of received return delivery.