1. Overview
At Syrix Global Sdn. Bhd., we are committed to providing high-quality customised products that meet your expectations. As all our products are made-to-order based on customer specifications, we can only accept returns or replacements in cases of manufacturing defects or printing defects directly attributable to Syrix Global.
We do not accept returns or exchanges for change of mind, customer input errors, or variations that fall within normal production tolerances.
2. Eligibility for Return or Replacement
A product will be considered eligible for return or replacement if it meets one of the following conditions:
- The product has a manufacturing defect, such as structural faults, damage, or assembly errors occurring during production.
- The product has a printing defect, such as misalignment, incorrect colours, smudges, or other production-related print errors. (Printing colour tolerance is about 5% – 10%)
The following conditions do not qualify for return or replacement:
- Minor colour, texture, or material variations due to differences in display or production tolerance.
- Errors in design, spelling, layout, or artwork provided or approved by the customer.
- Changes of mind after order confirmation or proof approval.
- Damage resulting from misuse, mishandling, or normal wear and tear.
3. Return Request Procedure
To submit a return or replacement request:
- Notify Syrix Global within seven (7) days of receiving your order.
- Provide the following information to kimi@sales.syrixglobal.com:
- Order number
- Description of the issue
- Clear photos or videos showing the defect
Our team will review your claim within three (3) to five (5) working days and advise on the next steps.
4. Resolution
- Once a claim is approved, a replacement product will be produced and shipped at no additional cost.
- Refunds are not provided, except under exceptional circumstances as determined by Syrix Global.
- In some cases, the defective product may need to be returned for inspection before a replacement is issued.
5. Shipping Costs
- For approved claims due to manufacturing or printing defects, Syrix Global Sdn. Bhd. will cover all shipping costs related to the return and replacement process.
- For non-qualifying claims, shipping costs will not be covered, and the product will be returned to the customer.
6. Contact Information
For all return or replacement enquiries, please contact:
Syrix Global Sdn. Bhd.
Email: kimi@sales.syrixglobal.com
Phone: +60 18-248 7642
Address: Medan Connaught, No: A-4-5, Block A, No. 1, Jalan 3/144A, 56000 Cheras, Kuala Lumpur, Malaysia
7. Amendments
Syrix Global reserves the right to amend this Return & Replacement Policy from time to time. Any updates will be published on our website and will take effect immediately upon posting. Customers are encouraged to review this policy periodically.