RETURN & REFUND POLICY
Effective date: 25 August 2026 Last updated: 25 August 2026
1. Customised Printed Products
Our products are customised and printed according to the artwork, specifications and options submitted or approved by the customer.
For this reason, we generally do not accept returns, refunds or complimentary reprints where the issue is caused by:
Incorrect artwork, spelling, wording or information submitted or approved by the customer
Incorrect size, quantity, material, colour or finishing selected by the customer
A change of mind or personal preference
A misunderstanding of the product description or confirmed specifications
Minor colour or production variations within reasonable commercial printing tolerances
This does not affect any rights or remedies that cannot legally be excluded under applicable Malaysian law.
2. Cancellation of Orders
An order may be cancelled before its status reaches “Ready”.
Once an order has progressed from “Design Checking” to “Waiting for Approval”, it cannot be cancelled because production preparation or design work may already have started.
Any approved cancellation refund will be processed using the original payment method, unless another arrangement is agreed with the customer.
3. Production Errors, Defective or Incorrect Products
If a product is materially different from the confirmed order specifications due to an error by UNLOCKED ADVERTISING SOLUTIONS, or if the product is clearly damaged during delivery, please contact us as soon as possible, preferably within 3 calendar days after receiving the order.
After reviewing the matter, we may offer one of the following remedies, where appropriate:
A refund for the affected product or affected quantity
A replacement
A reprint at no additional charge, if requested by the customer
Another remedy required or permitted under applicable law
The available remedy may depend on the nature and seriousness of the issue, the evidence provided and the number of affected items.
4. How to Submit a Claim
Please email support@unlocked.com and include:
Your order number
A description of the issue
Clear photographs or videos of the affected products
Photographs of the external packaging, where the parcel arrived damaged
The quantity affected
Please keep the affected products and original packaging until the review is completed. We may request additional evidence or arrange a return for inspection where reasonably necessary.
5. Refund Processing
Where a refund is approved, it will normally be issued to the original payment method within 5-7 business days. Processing times may vary depending on the payment provider or financial institution.
This policy does not exclude, restrict or modify any consumer rights or remedies available under applicable Malaysian law.
