This policy explains when a refund, return, exchange or warranty remedy is available for orders placed with HomeWorld2U Sdn. Bhd. Because smart devices involve electronics, firmware and compatibility requirements, this policy sets out what is and isn't covered, and should be read together with our Terms & Conditions.
HomeWorld2U supplies smart home devices, priced and sold per set for both retail and wholesale orders. Because each set is packed against real stock on hand, and because electronic devices carry manufacturer warranty terms of their own, this policy sets out clearly what qualifies for a refund, return, exchange or warranty remedy so there are no surprises once an order is confirmed.
Unopened items in their original packaging, with all accessories, manuals and seals intact, may be returned for a refund or exchange within 7 calendar days of delivery, accompanied by proof of purchase. The Client is responsible for return shipping costs unless the return is due to our error or a defect covered under Clause 4. Opened packaging, activated devices, or items that are no longer in resaleable condition, are not eligible for a change-of-mind return under this clause.
Every product listing states manufacturer specifications such as wattage, dimensions and colour temperature, which may vary slightly between units within the same production batch, consistent with standard manufacturing tolerances. The actual colour and finish of an item may also differ slightly from photographs shown on the website due to monitor brightness, display settings and photo-taking environment. Variance within these stated tolerances is not considered a defect and is not eligible for return, refund or exchange under this policy.
If an item arrives damaged, dead-on-arrival, or with a fault beyond the tolerance described in Clause 3, notify us within 7 calendar days of delivery at hworldtou@outlook.com, including your order reference, a description of the fault, and clear photographs or a short video of the issue. Claims submitted after this window are handled under the manufacturer warranty described in Clause 5. Once verified, we will offer, at our discretion, a replacement unit, a repair, or a refund where a suitable replacement is not available.
Smart devices sold through HomeWorld2U carry the warranty period stated on the product listing, typically provided by the original manufacturer and honoured through HomeWorld2U or the manufacturer's regional service centre. Warranty coverage applies to manufacturing defects arising under normal household use and does not cover damage from misuse, unauthorized modification, power surges, liquid exposure, or firmware tampering. To make a warranty claim, contact us with your order reference and a description of the fault; we will advise whether the item should be sent to us or directly to the manufacturer's service centre.
If we ship a SKU, variant or quantity that does not match your confirmed order, this is treated as our error and Clause 4 applies in full, at no cost to you, including return shipping of the incorrect items where applicable.
To start a return, warranty claim or exchange, email hworldtou@outlook.com with your order reference and the reason for the request. We will confirm eligibility, and where a physical return is required, provide instructions for how and where to send the goods, including any manufacturer-specific service centre process. Please do not send items back before receiving this confirmation, as unsolicited returns may not be processed promptly.
Approved refunds are issued by bank transfer to the account used for the original payment, or another account you nominate in writing, within 14 business days of approval. Refunds are issued in Malaysian Ringgit (MYR); where the original payment was made in another currency, the refunded amount reflects the MYR value received, less any transaction charges already incurred by HomeWorld2U that are not recoverable.
The following are non-refundable except where the entire order is cancelled due to our error: outbound freight and courier charges once goods have been dispatched, installation service fees already rendered, and customs duties or import taxes paid on international shipments. These represent real, non-recoverable costs paid to third parties on the Client's instruction.
For bulk orders requiring a deposit, cancellation before the order has been packed and before the deposit has been committed to stock allocation is refundable in full. Cancellation after packing has commenced forfeits the portion of the deposit already committed to stock and handling costs incurred up to that point, with any remaining balance refunded. We will provide a breakdown of costs incurred on request.
Exchanges for a different SKU, colour or variant follow the same eligibility conditions as Clause 2 and are subject to stock availability. Exchanges are not available where the item falls within the specification or finish tolerance described in Clause 3.
For any refund, return, exchange or warranty request, contact hworldtou@outlook.com or call +6011-4959 8406, quoting your order reference. Our registered address is 13A-15, Menara Mutiara Central, 2, Jalan Desa Aman 1, Cheras Business Centre, 56100 Cheras, W.P. Kuala Lumpur, Malaysia.