Refund, Return & Warranty Policy

1. Refund and Return Policy

IKAWA strictly does not offer refunds or accept product returns once a sale has been completed. All purchases are final.

We do not entertain any requests for refunds due to change of mind, incorrectly ordered products, compatibility issues, or unsuitability of the product after delivery. Additionally, returned products will not be accepted under any circumstances, whether they are used, unused, opened, or still in original packaging.

Customers are advised to review product specifications, warranties, and usage guidelines carefully prior to making a purchase. Should you require clarification, our customer service team is available to assist prior to checkout.

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2. Product Replacement Policy (ILT Machines and UV Tubes Only)

In very specific circumstances, and strictly subject to approval by IKAWA, we may offer a one-time product replacement. This applies only to ILT machines and UV tubes found to be defective due to manufacturer-related faults within the warranty period.

If a manufacturing defect is identified and verified by our technical support team, IKAWA will replace the product with the same item or a product of equivalent value. This replacement will be at our discretion and will not result in any cash refunds, store credits, or product upgrades.

No product replacement will be provided if the damage or fault is due to improper use, mishandling, power surges, incorrect installation, or any form of user negligence. Replacement requests must be supported with valid proof of purchase and clear evidence of the defect.

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3. Warranty Policy

3.1 Insect Light Trap (ILT) Machines

All IKAWA Insect Light Trap machines come with a three (3) year limited warranty from the date of purchase. This warranty covers manufacturing defects that affect the performance or functionality of the machine under normal usage conditions.

The warranty does not cover:

• Damage caused by physical impact, electrical short circuits, water ingress, misuse, or unauthorized modifications

• Wear and tear from extended use

• Faults caused by incorrect installation or failure to follow user instructions

Any repairs or services performed by unauthorized personnel will void the warranty immediately.

3.2 UV Tubes

UV tubes supplied by IKAWA come with a six (6) month limited warranty from the date of purchase. This warranty applies only to manufacturer-related defects where the tube fails to operate under correct and normal conditions.

The warranty excludes:

• Tubes that are used, installed, or physically damaged

• Burnt or blown tubes due to short circuits, power fluctuations, or faulty electrical wiring

• Tubes damaged due to improper voltage or installation

• Any damage resulting from external electrical issues or customer negligence

Customers are advised to ensure proper electrical conditions and install surge protectors where necessary to prevent damage to UV tubes.

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4. Hygiene Detergents and Cleaning Products – Strictly No Exchanges or Replacements

All hygiene-related products sold by IKAWA – including but not limited to disinfectants, sanitizers, degreasers, multipurpose cleaners, and floor cleaning solutions – are non-returnable, non-refundable, and non-exchangeable. Due to strict hygiene regulations and safety considerations, we do not accept returns, offer exchanges, or issue replacements for any detergent or cleaning product regardless of whether the container is unopened, sealed, or unused.Customers must carefully review product information, specifications, usage instructions, and safety data before purchasing. Our team is available to provide consultation before an order is placed to ensure the suitability of the selected product.Once the hygiene product has been delivered or collected, the sale is considered final and non-negotiable.

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5. Warranty Claim Procedure

To file a warranty claim, the Customer must submit a written request to info@ikawagroup.com within the product’s active warranty period.

The request must include the following:

• Proof of purchase (e.g., official invoice or receipt)

• Product serial number and model (if applicable)

• A clear description of the issue, including photos or videos as evidence

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IKAWA reserves the right to conduct technical inspection and diagnostics before approving any warranty claim. Replacement approval is subject to verification that the issue is a manufacturing defect and not caused by external or user-related factors.

All shipping or transportation costs related to warranty inspections may be borne by the Customer unless otherwise agreed in writing.

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6. Limitation of Liability

Under no circumstances shall IKAWA Group Sdn Bhd be liable for any indirect, incidental, special, or consequential losses or damages that arise from the use or inability to use our products. This includes, but is not limited to, business interruption, loss of profit, data, or operational downtime.

The total liability of IKAWA in any circumstance shall not exceed the value of the product purchased.

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7. Governing Law

This policy shall be governed by and interpreted in accordance with the laws of Malaysia. In the event of any disputes, both parties agree to submit to the exclusive jurisdiction of the courts of Malaysia.

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Contact Information

If you have questions or require further clarification regarding this policy, you may reach out to us at:

IKAWA Group Sdn Bhd
📧 Email: info@ikawagroup.com
📞 Phone: +60 19-2823988 (Customer Support) 
🌐 Website: www.ikawagroup.com

Available from 9am-5pm Monday to Friday only.