Returns & Refunds

Last updated: 15 July 2026

This Returns & Refunds Policy explains how Sunpal Enterprise (“Sunpal”, “we”, “us” or “our”) handles returns, replacements and refunds for purchases from sunpal.my and related sales channels. It works together with our Terms of Sale and Warranty Terms.

Nothing in this Policy reduces rights you may have under the Consumer Protection Act 1999 or other mandatory Malaysian law.

1. Contact us before returning

Please do not ship a product back until we confirm return instructions or issue a return merchandise authorisation (RMA). Unauthorised returns may be refused where the law allows. Start a request through the Sunpal customer application or our Contact page with:

• order or invoice number;
• product name and serial number (if available);
• reason for return;
• clear photographs of the product and packaging.

2. Change-of-mind returns

Unless required by law, Sunpal does not offer an automatic cooling-off or change-of-mind return right for energy products. In limited cases we may accept a change-of-mind return at our discretion if:

• you request it promptly after delivery;
• the product is unused, uninstalled, complete and in resalable condition;
• original packaging, accessories and documentation are included;
• the product is not custom, clearance, opened consumable, or specially procured.

Approved change-of-mind returns are typically returned at your cost. We may deduct reasonable restocking, inspection, payment and return logistics fees disclosed when we approve the RMA.

3. Damaged, incorrect or defective on arrival

Inspect deliveries as soon as reasonably possible. If packaging is damaged, note it with the courier and contact us promptly with photos. Do not install or energise a product that appears damaged or unsafe.

If we supplied the wrong item, or the product is defective or materially different from what was ordered, we will arrange a remedy — typically repair, replacement or refund — and cover reasonable return shipping where the law requires or we agree in writing.

4. Installed or used products

Products that have been installed, configured, registered, modified or put into service are generally not eligible for change-of-mind return. Issues after installation are assessed under warranty or statutory guarantees, which may require diagnosis, serial verification and evidence of correct installation.

5. Batteries and regulated goods

Lithium batteries and certain electrical products are regulated for transport. Returns must follow our packing instructions and carrier rules. Damaged, swollen, leaking or unsafe batteries must not be shipped without our explicit guidance.

6. How refunds work

Approved refunds are issued to the original payment method where reasonably possible. Timing depends on your bank or payment provider. Partial refunds may apply where only part of an order is returned or deductions were disclosed and agreed.

7. Statutory remedies

If goods or services fail a statutory guarantee, remedies may include repair, replacement, price reduction, refund or other relief available under Malaysian law. We will explain the options that apply to your situation after assessment.

8. Contact

For returns and refunds support, contact us via sunpal.my/contact or the customer portal with your order number.