Return & Refund Policy
Returns and refunds for products purchased from our online store are not applicable except for the specific reasons set out in this policy.
When a return is accepted
A return will be considered only if, on delivery:
- the product arrives damaged or defective; or
- the wrong product — different from what you ordered — is delivered.
If any of the above happens, please contact us immediately upon receiving your order at 06-2828340 or support@sttcomputer.com. A return request is no longer applicable after 24 hours from the time the product is received.
Please do not send any product back before your return request has been reviewed and approved by us — we cannot accept items returned without a valid, agreed request.
Condition of returned items
The product must be returned complete and exactly as received — the product itself, all bundled accessories, free gifts, manuals, and the original box and packaging, unused and with the receipt or order confirmation. Any missing item will affect the validity of the return and the refund amount. Please pack the product carefully to prevent loss or damage in transit.
Return shipping & risk in transit
Until the returned product reaches us at our store (53A, Jalan Ong Kim Wee, 75300 Melaka, Malaysia), it remains your responsibility — we are not liable for any loss or damage before we receive it. For valid claims (a confirmed defect or our error) we will reimburse your return courier charges, provided you furnish the courier payment receipt when requesting your refund.
Dead on arrival (DOA)
Report any dead-on-arrival unit within the same 24-hour window. Units confirmed dead on arrival are eligible for a 1-to-1 exchangein accordance with the respective brand's DOA policy, subject to inspection and verification by us and/or the brand's service centre.
Return inspection & anti-fraud
A return does not automatically qualify for a refund. Every returned item is inspected on receipt before a refund or exchange is approved. We record the serial numbers of each unit and its key components (such as RAM, storage, and graphics card) at the time of dispatch and verify them against the item you return. A refund or exchange will be declined if the item shows signs of tampering or use, has missing or substituted components, has broken or removed security/warranty seals, or its serial numbers do not match our dispatch records. This protects both our customers and our store against fraud.
When a refund is made
A refund will be made when:
- your return request is valid and has been accepted; or
- a product that was ordered and invoiced was not included in your delivery.
Approved refunds are made via the original payment method (bank transfer or card/FPX reversal) within 2 months, subject to your bank or card issuer's refund processing. Where an invoiced product was not delivered, we may instead arrange to send you the missing item.
Warranty claims
All products we sell are brand new, 100% original, and covered by official Malaysian manufacturer warranty. After the initial 24-hour return window, warranty claims are handled through the brand's official service centres. We are happy to assist with the claim process — bring your unit and proof of purchase to our store, or contact us for the nearest service centre.
Non-returnable items
For hygiene and licensing reasons, we cannot accept change-of-mind returns on opened software, licence keys, antivirus subscriptions, ink and toner consumables, or any product with a broken seal. Please confirm compatibility before purchasing — our team is glad to advise.
How to start a return
Contact us within 24 hours of receiving your order at 06-2828340 or support@sttcomputer.com with your order number, photos of the issue, and a short description. Our team will guide you through the next steps and confirm whether your return is approved before you send anything back.