Warranty, Shipping & Return/Refund Policy

Effective Date: 01 March 2025

1. Warranty Policy

At Samu Giken, we stand behind the quality of our products and offer warranty for most items. Warranty periods and coverage may vary by product, and not all warranties cover the same parts or components. Please refer to the specific product warranty for detailed terms and conditions.

      • Coverage: This warranty covers manufacturing defects in materials and workmanship under normal use.

      • Exclusions: The warranty does not cover damages resulting from misuse, unauthorized modifications, or external factors.

      • Submit Warranty: Please register for E-Warranty to safeguard your rights. We reserve the right to refuse acceptance of products without a warranty record, those deemed suspicious, or those of unknown origin.

      • Claim Process: To initiate a warranty claim, please contact our customer service team at 012-336 6726 with your proof of purchase and a detailed description of the issue.

    2. Shipping Policy

    We strive to deliver your orders promptly and efficiently.

        • Order Processing: Orders are processed within 1 to 3 business days after payment confirmation. During peak season such as Festive Holidays etc, there might be a delay in delivery which we are unable to control due to courier service being understaffed, so we recommend placing an order before any holidays to ensure fast delivery.

        • Shipping Methods: We offer standard and express shipping options via reputable courier services.

        • Delivery Timeframes: Estimated delivery times are as follows:
              • West Malaysia: 1 to 7 business days

              • East Malaysia: 5 to 14 business days

          • Shipping Fees: Shipping charges are calculated at checkout based on your location, selected shipping method and product weight or volumetric.
          • Order Tracking: Once your order is shipped, a tracking number will be provided via email to monitor your shipment’s progress.
          • Free Shipping Policy: 
              • Free shipping is available for orders within Peninsular Malaysia only.
              • To qualify for free shipping, the total purchase amount must be RM150 or above, after applying any discounts or vouchers, and before shipping charges.
              • Orders below RM150 will be subject to a standard delivery fee, calculated at checkout.
              • This free shipping offer applies only to standard delivery services.
              • It is not applicable for express delivery, same-day delivery, or special delivery services, unless otherwise stated.
              • Free shipping does not apply to East Malaysia (Sabah & Sarawak), international orders, or remote/out-of-delivery areas.
              • Bulky items or items that require special handling may be excluded from free shipping and may incur additional delivery charges.
              • We reserve the right to amend, update, or terminate this Free Shipping Policy at any time without prior notice. Any changes will be reflected on this page.

        3. Return/Refund Policy

        Your satisfaction is our priority. If you’re not completely satisfied with your purchase, we offer the following return and refund options:

            • Eligibility: Returns are accepted within 5 days of receipt for items in their original condition and packaging.

            • Non-Returnable Items: Certain items, labeled as [Non-Returnable], are not eligible for return.

            • Return Process:
                  1. Contact our customer service at 012-336 6726 to request a return authorization.

                  1. Securely pack the item, including all accessories, manuals, and original packaging.

                  1. Ship the item to the address provided by our customer service team.

              • Refunds: Upon receiving and inspecting the returned item, we will process your refund within 5-7 business days. We may request bank account details for this process.

              • Return Shipping Costs: Return shipping fees are the responsibility of the customer, except in cases of defective or incorrect items received.

            4. Contact Information

            For any questions or concerns regarding our policies, please contact us at:

                • Email: hello@samugiken.com

                • Phone: [+60 12-3366726]