This Policy applies to power banks, phone cases, chargers and other mobile accessories purchased from WIRELESS CITY SDN. BHD. [202501031820 (1633232-V)].
Eligible Requests
- A request may be considered if the wrong product was delivered.
- A request may be considered if the model, colour, quantity or specification differs from the confirmed Order.
- A request may be considered if the product does not match the description or features advertised on our Website.
- A request may be considered if the product arrived damaged, defective or incomplete.
- A request may be considered if essential cables, connectors or accessories were missing.
- A request may be considered if delivery exceeded the period stated in our Shipping Policy.
- All requests must be submitted within 30 days from the date of delivery.
Required Evidence
- Customers must provide a valid Order number or proof of purchase.
- Clear photographs of the complete product and packaging must be provided.
- Close-up photographs showing the defect, damage or incorrect item must be provided.
- A continuous unboxing video showing the unopened parcel, shipping label, packaging and product received is required.
- A video demonstrating the product’s first use and reported fault may be required.
- Photographs showing the product model, label or serial number may be required.
- Requests without sufficient evidence may be rejected.
Returnable Condition
- Products must remain unused, except for reasonable testing required to identify a defect.
- Products must be returned in their original condition and packaging.
- All labels, seals and serial numbers must remain intact.
- All cables, connectors, manuals, accessories and complimentary items must be included.
- Products must be free from scratches, dents, liquid damage and signs of misuse.
- Products must not have been dismantled, modified or repaired.
- Customers must stop using a product immediately after discovering a possible defect.
Compatibility Requirements
- Customers must check the device model and product compatibility before ordering.
- Customers must review the connector type, charging standard, power output and voltage requirements.
- Customers are responsible for selecting phone cases suitable for their exact device model.
- Compatibility claims may be rejected where the relevant specifications were clearly displayed.
- Damage caused by incompatible devices, cables or power sources is not eligible.
Non-Eligible Requests
- Change-of-mind purchases are not accepted.
- Products ordered in the wrong model, colour, size or specification are not eligible.
- Products damaged through incorrect installation or misuse are not eligible.
- Damage caused by unsuitable voltage, cables or power sources is not eligible.
- Products affected by liquid, impact, overheating or improper storage are not eligible.
- Phone cases showing signs of fitting, scratches or use may not be returned.
- Products dismantled or repaired without authorisation are not eligible.
- Normal wear and tear is not covered.
- Minor colour differences caused by lighting or screen settings are not considered defects.
- Products with missing packaging, accessories or serial-number labels are not eligible.
- Clearance or promotional products are not eligible unless incorrect or defective upon delivery.
Refunds and Exchanges
- Customers must email wireless_city@outlook.com before returning a product.
- Products returned without prior approval may not be accepted.
- All returned products are subject to inspection and testing.
- Submission of a request does not automatically guarantee approval.
- Approved refunds will be processed through the original payment method whenever possible.
- Refund processing times depend on the relevant bank or payment provider.
- Approved exchanges are subject to product availability.
- If the same product is unavailable, we may offer an alternative product, store credit or an approved refund.
- Customers selecting a higher-priced replacement must pay the difference.
Cancellation Policy
- Orders may only be cancelled within 12 hours of purchase.
- Cancellation is only available if processing, packing or shipment has not begun.
- Processed or dispatched Orders cannot be cancelled.
- We may cancel an Order due to unavailable stock, incorrect pricing, payment issues, suspected fraud or other reasonable circumstances.
Contact Information
- Company: WIRELESS CITY SDN. BHD.
- Registration No.: 202501031820 (1633232-V)
- Email: wireless_city@outlook.com