Return, Refund, and Exchange Policy

IKAWA Group Sdn. Bhd. ("we," "us," or "the Company") operates the website www.ikawagroup.com. This Return, Refund, and Exchange Policy outlines the conditions under which exchanges and warranties are permitted for purchases made through the Website. In line with our commitment to quality, we do not offer returns or refunds after payment, except as required by Malaysian law. Exchanges for products of equal value may be allowed within a strict 7-day period, and no requests will be entertained after 7 days, whether the item is opened or unopened. Customers are responsible for all shipping fees for exchanges, including those for defective or incorrect items. Specific warranty terms apply to insect light traps and UV light tubes as outlined below. This policy complies with Malaysia’s Consumer Protection Act 1999 and other applicable regulations while protecting the Company’s interests. By making a purchase, you agree to the terms of this policy.

1. No Returns or Refunds Policy

a. General Policy

IKAWA2 Group Sdn. Bhd. does not accept returns or issue refunds for any purchases made through www.ikawagroup.com after payment is completed, except where required by Malaysian law (e.g., for defective or incorrect items under the Consumer Protection Act 1999). All sales are final unless an exchange for a product of equal value is approved under the conditions outlined in Section 2 or a warranty claim is approved under Section 4.

b. Exceptions Required by Law

In cases where Malaysian law mandates a return or refund (e.g., for defective, damaged, or incorrect products), we will comply with such requirements. Customers must contact us within 7 days of delivery to report issues related to defective or incorrect items, as stipulated under applicable Malaysian consumer protection regulations. No reports will be entertained after this 7-day period, whether the item is opened or unopened.

2. Exchange Policy

a. Eligibility for Exchanges

We may permit exchanges for products of equal value, subject to the following conditions:

• Timeframe: Exchange requests must be made within 7 days from the date of delivery. No requests will be entertained after this period, whether the item is opened or unopened.

• Condition: Products must be unused, in their original packaging, and in the same condition as received, with all tags, labels, and accessories intact.

• Proof of Purchase: A valid receipt, order confirmation, or invoice number must accompany the request.

• Equal Value: Exchanges are only permitted for products of equal or equivalent value to the original purchase price, as determined by the Company.

• Availability: Exchanges are subject to stock availability. If a replacement product is unavailable, we reserve the right to deny the exchange or offer an alternative solution at our discretion.

• Shipping Fees: Customers are responsible for all shipping fees, including the cost of returning the original item and shipping the replacement product, even for exchanges due to defective or incorrect items.

b. Non-Exchangeable Items

The following items are not eligible for exchanges unless defective or incorrect due to our error:

• Custom-made or personalized products.

• Perishable goods or consumables.

• Digital products or services (e.g., downloadable content or subscriptions).

• Items marked as “final sale” or “non-returnable” at the time of purchase.

• Products damaged due to misuse, improper handling, or failure to follow instructions.

3. Exchange Process

To request an exchange, please follow these steps:

1. Contact Us: Email info@ikawagroup.com within 7 days of delivery, providing your order number, reason for the exchange, and details of the requested replacement product of equal value. No requests will be accepted after this 7-day period, whether the item is opened or unopened.

2. Approval: We will review your request and provide an Exchange Authorization Number (EAN) if approved. Requests without an EAN will not be processed.

3. Return Shipping: Package the item securely and ship it to the address provided in the EAN, including the EAN on the package. Customers are responsible for all return shipping costs, including for defective or incorrect items.

4. Inspection: Upon receipt, we will inspect the item to ensure it meets eligibility criteria. We reserve the right to refuse exchanges that do not comply with this policy.

5. Processing: If approved, we will ship the replacement product of equal value to you. Customers are responsible for the shipping costs of the replacement product, unless otherwise required by Malaysian law.

4. Warranty Policy

a. Insect Light Traps

IKAWA Group Sdn. Bhd. offers a 3-year warranty on insect light traps purchased through www.ikawagroup.com, covering manufacturing defects. The warranty period begins from the date of delivery. This warranty is subject to the following conditions:

• Coverage: The warranty covers defects in materials or workmanship under normal use, as determined by the Company after inspection.

• Exclusions: The warranty does not cover damage due to misuse, improper installation, negligence, unauthorized repairs, or external factors (e.g., power surges, environmental conditions).

• Claim Process: Contact info@ikawagroup.com within the 3-year warranty period with your order number, proof of purchase, and details of the defect. Claims reported after the warranty period will not be entertained.

• Remedy: If a defect is verified, we will, at our discretion, repair or replace the insect light trap with a product of equal value. Customers are responsible for all shipping costs related to warranty claims, including return of the defective item and delivery of the repaired or replacement product.

• Shipping Fees: Customers are responsible for all shipping fees associated with warranty claims, unless otherwise required by Malaysian law.

b. UV Light Tubes

IKAWA Group Sdn. Bhd. offers a 6-month warranty on UV light tubes purchased through www.ikawagroup.com, covering manufacturing defects. The warranty period begins from the date of delivery. This warranty is subject to the following conditions:

• Coverage: The warranty covers manufacturing defects in the UV light tube, as determined by the Company after inspection.

• Exclusions: The warranty does not cover short circuits or other failures resulting from negligence, misuse, faulty installation, improper handling, or external factors (e.g., power surges, environmental conditions). Damage due to improper installation or operation outside manufacturer guidelines is explicitly excluded.

• Claim Process: Contact info@ikawagroup.com within the 6-month warranty period with your order number, proof of purchase, and details of the defect. Claims reported after the warranty period will not be entertained, whether the item is opened or unopened.

• Remedy: If a defect is verified, we will, at our discretion, replace the UV light tube with a product of equal value. Customers are responsible for all shipping costs related to warranty claims, including return of the defective item and delivery of the replacement product.

• Shipping Fees: Customers are responsible for all shipping fees associated with warranty claims, unless otherwise required by Malaysian law.

c. Warranty Claim Process

To initiate a warranty claim for insect light traps or UV light tubes:

1. Email info@ikawagroup.com within the applicable warranty period (3 years for insect light traps, 6 months for UV light tubes) with your order number, proof of purchase, and a detailed description of the defect.

2. We will provide a Warranty Claim Authorization Number (WCAN) if the claim is eligible. Claims without a WCAN will not be processed.

3. Ship the defective item to the address provided, including the WCAN. Customers are responsible for all shipping costs, including return of the defective item and delivery of the repaired or replacement product, unless otherwise required by Malaysian law.

4. Upon receipt, we will inspect the item to confirm the defect. If approved, we will repair or replace the item at our discretion. If the issue is not covered by the warranty (e.g., due to misuse or faulty installation), the claim will be denied, and the item may be returned to you at your expense.

5. Defective or Incorrect Items (Non-Warranty)

For defective or incorrect items reported within 7 days of delivery, we will comply with Malaysian law to address the issue. Contact us at info@ikawagroup.com within this period to report the issue. No reports will be entertained after 7 days, whether the item is opened or unopened. We may offer an exchange for a product of equal value or, if required by law, a refund. Customers are responsible for all shipping costs, including return of the defective or incorrect item and delivery of the replacement product, unless otherwise required by Malaysian law. We reserve the right to inspect the item to confirm the defect or error before processing.

6. Limitation of Liability

To the fullest extent permitted by Malaysian law, IKAWA Group Sdn. Bhd. is not liable for any loss, damage, or inconvenience arising from your purchase, the application of this policy, or the use of our products, except where such loss results from our gross negligence or willful misconduct. All products are sold “as is,” and we make no warranties beyond those required by the Consumer Protection Act 1999 or other applicable laws. The Company reserves the right to refuse any exchange or warranty claim that does not comply with this policy or applicable regulations.

7. Changes to This Policy

We may update this Return, Refund, and Exchange Policy at our discretion to reflect changes in our practices or legal requirements. Updates will be posted on the Website with a revised "Last Updated" date. Continued purchases from the Website after changes constitute acceptance of the updated policy.

8. Contact Us

For questions, concerns, or to initiate an exchange or warranty claim, please contact:

IKAWA Group Sdn. Bhd.
Email: info@ikawagroup.com
Website: www.ikawagroup.com

For concerns related to consumer rights in Malaysia, you may contact the Ministry of Domestic Trade and Consumer Affairs or other relevant authorities.

9. Governing Law

This policy is governed by the laws of Malaysia, without regard to conflict of law principles. Any disputes arising under this policy shall be resolved in the courts of Malaysia, subject to mandatory local laws.