Refund and Returns Policy

1. General Policy

At Domozone Sdn. Bhd., we are committed to providing high-quality smart home accessories and automation devices that meet the standards and expectations of homeowners, businesses, and technology enthusiasts.
Because our products include electronic devices, smart locks, sensors, cameras, and automation systems, returns and refunds are only accepted under specific conditions, such as items that are defective, incorrect, or damaged upon delivery.

2. Eligibility for Returns

Returns will only be considered if the following conditions are met:

  • The product is unused, uninstalled, and in its original packaging, with all accessories, manuals, cables, screws, and mounting parts intact.
  • The item is found to be defective, damaged, or faulty upon delivery.
  • The wrong model, specification, or product was delivered due to our error.
  • Issues are reported to us within 48 hours of delivery.

3. Non-Returnable Items

The following items are non-returnable and non-refundable:

  • Products that have been installed, paired, or configured with apps or other smart devices.
  • Custom-integrated or pre-programmed solutions (unless defective upon delivery).
  • Items showing signs of use, tampering, mishandling, or improper storage after delivery.
  • Products returned without valid proof of purchase or invoice.
  • Items damaged due to power surges, incorrect installation, or third-party modifications.

4. Return Process

To request a return, customers must contact us within 48 hours of receiving the order and provide:

  • Full name and invoice/order number.
  • Clear photos or videos of the product and packaging condition.
  • A detailed description of the defect, damage, or discrepancy.

Once approved, items must be returned within 3 business days using a trackable shipping method.
Unless otherwise agreed, return shipping costs are the buyer’s responsibility.

5. Inspection and Approval

When the returned item reaches us, our technical team will conduct an inspection within 3–5 business days. Based on the findings, we may:

  • Approve a full or partial refund.
  • Issue store credit for future purchases.
  • Send a replacement product or accessory.

Refunds (if approved) will be processed via bank transfer or the original payment method.

6. Defective or Damaged Items

If your order arrives damaged, incorrect, or incomplete:

  • Contact us within 48 hours of delivery.
  • Provide your order number, photos/videos, and a description of the issue.

After verification, we may:

  • Replace the damaged or incorrect item.
  • Issue a refund or store credit.
  • Arrange a redelivery at no extra cost.

Note: Domozone Sdn. Bhd. is not responsible for damages caused by improper installation, unauthorized modifications, negligence, or mishandling after delivery.

7. Warranty Claims

Many of our smart home devices include a manufacturer’s or supplier’s warranty. For such items:

  • Contact us with valid proof of purchase.
  • We will assist in facilitating the warranty claim with the manufacturer or supplier.
  • Warranty coverage, terms, and timelines vary by product type, brand, and supplier policy.

8. Exchanges

We do not offer direct product exchanges.
If your product is defective, damaged, or incorrect, please follow the return process. Once completed, you may place a new order for the desired item.

9. Contact Us

For assistance with returns, refunds, or warranty claims, please contact us:
📧 Email: domozone.sb@outlook.com
📞 Phone: 017-801 4145
🏢 Address: 2-02 & 2-03 (LEVEL 2), MENARA MANULIFE 6, JALAN GELENGGANG, DAMANSARA HEIGHTS, 50490 KUALA LUMPUR W.P. KUALA LUMPUR