Refund Policy

This Refund Policy explains the return and refund conditions for products and services purchased from MYITG DIGITAL SDN. BHD. (Registration No. 202601013092 / 1675190-V). It should be read together with our Terms and Conditions and the applicable quotation or Service Order.

1. Seven-day return period for physical products

Eligible physical products purchased from MYITG may be returned within seven (7) calendar days from the invoice date. You must notify us in writing within that period and provide the order or invoice number, product details and reason for return.

To qualify, the product must be unused, complete and in its original condition and packaging, with all accessories, manuals, serial labels and proof of purchase. MYITG may inspect and test the product before approving a refund or replacement.

2. Return authorisation and shipping

Do not send a product back until MYITG confirms the return arrangement in writing. Once authorised, the product must be shipped or delivered to the address we provide within ten (10) business days from the date of our written approval.

Unless the product is defective, damaged on delivery or supplied incorrectly by MYITG, the Customer is responsible for return shipping, insurance and risk of loss or damage during transit. Products should be securely packed and sent using a traceable method.

3. Restocking fee

Unless a product is defective or the return directly results from an error by MYITG, a restocking fee of up to ten per cent (10%) of the product price may be deducted from the approved refund. We may also deduct reasonable amounts for missing accessories, damaged packaging or loss in value caused by handling beyond what is necessary to inspect the product.

4. Defective, damaged or incorrect products

If a product is defective, damaged on delivery or different from what was ordered, contact us promptly with photographs or other reasonable evidence. After assessment, MYITG may repair, replace or refund the affected product and reimburse reasonable return shipping where appropriate. This does not limit rights that cannot be excluded under Malaysian law.

5. Non-returnable physical products

Unless defective or required by law, returns are not accepted for:

• products that have been used, damaged, altered or incompletely returned;
• products without original packaging, serial labels, accessories or proof of purchase;
• software, licences, consumables or sealed items after activation or opening;
• customised, specially ordered, configured or pre-provisioned equipment; or
• clearance products expressly sold as non-returnable.

6. Subscription services

Subscription fees are billed in advance for the selected period. Cancellation normally takes effect at the end of the current billing cycle, and refunds are not provided for a partial month, unused allocation or a billing period that has already begun. Any minimum term, early-termination charge or different cancellation arrangement stated in a Service Order continues to apply.

7. Annual subscriptions and service failures

An annual subscription may be considered for a pro-rated refund of unused full months where MYITG confirms a material and continuing service failure that it could not resolve within a reasonable time. Eligibility and the amount are assessed case by case after deducting usage, equipment, discounts, outstanding charges and work already performed.

8. Prepaid credits and digital products

Purchased SMS, Voice, WhatsApp and other prepaid usage credits are non-refundable once issued to an account, except where required by law or where MYITG is unable to provide the purchased service. Activated software, licences, numbers, digital products and downloadable items are also non-refundable once provisioned or supplied.

9. Setup, onboarding and professional work

Charges for installation, configuration, integration, IVR design, number porting, training, onboarding, consulting or other work already performed are non-refundable. If a project is cancelled before completion, MYITG may refund any unearned balance after deducting completed work, committed third-party costs and applicable cancellation charges.

10. Refund processing

To request a return, credit or refund, email us with your name, company, order or invoice number, affected item or Service, reason and supporting evidence. Approved refunds are normally issued to the original payment method within fourteen (14) business days after approval or receipt and inspection of a returned product, whichever is later. Bank and payment-provider processing times may vary.

Delivery, installation, transaction and third-party charges are not refundable unless the return is caused by a MYITG error, a confirmed defect or applicable law. MYITG may offset an approved refund against overdue amounts owed by the Customer.

11. Contact us

Return and refund requests may be sent to sales@myitg.com.my or MYITG DIGITAL SDN. BHD., Level 7, Tower 7, Avenue 7, Menara Pernas, The Horizon, 59200 Bangsar South, Kuala Lumpur, Malaysia.