Return & Refund Policy
At shop.insize.com.my, we want you to be completely satisfied with your Insize measuring tools. We stand behind the quality of our products and handle returns/refunds in line with Malaysian law, including the Consumer Protection Act 1999 and Consumer Protection (Electronic Trade Transactions) Regulations 2024.
Returns
If the product you receive is defective, arrives damaged during delivery, is the wrong item or specification, or does not match the description and images shown on our website, you have the right to a repair, replacement, or full refund. Malaysian law requires us to take responsibility in these situations, so we make the process simple and cost-free for you where the issue is on our end.
Contact our support team promptly—within seven calendar days of receiving your order—by emailing [email protected] or messaging via WhatsApp. Details available in Contact page. Include your order number, clear photos of the problem (and packaging if relevant), and a short explanation. We review requests quickly, usually within one to two working days, and upon approval provide a return address with instructions. We cover all return shipping costs for these cases and, if you prefer a replacement, handle redelivery at our expense. After we receive and inspect the item, we issue your refund to the original payment method (including original shipping fees if the full order is affected) or send a replacement, all within seven to fourteen working days.
Change of Mind or Voluntary Returns
For returns requested simply because you changed your mind, our policy is more restricted. Precision measuring tools like calipers, micrometers, and gauges can lose resale value or accuracy once opened, used, or exposed to potential contamination, so we do not accept change-of-mind returns as standard practice.
In limited cases, and entirely at our discretion, we may approve a return if the item is completely unopened, unused, in its original sealed packaging with all tags and labels intact, and the request is submitted within seven calendar days of delivery. If approved, you cover the return shipping cost, and we may apply a fifteen percent restocking fee to account for inspection and repackaging. The original shipping fee is non-refundable in these situations. Promotional or clearance items marked as final sale are not eligible for change-of-mind consideration.
Non-Returnable Items
Some categories of products cannot be returned or refunded except when proven defective, damaged, incorrect, or not as described upon receipt. This includes any opened or used calibration tools, gauges, or other precision instruments due to concerns over hygiene, calibration integrity, and resaleability. Personalized or custom-ordered items, consumables such as batteries or probes once unsealed, and products damaged through customer misuse, improper handling, or neglect are also non-returnable. Clearance or sale items explicitly labeled as non-returnable fall into this group as well.
Refund Processing and Timeline
Approved refunds are always issued back to the original payment method used for the purchase. We aim to process them within seven to fourteen working days after receiving and approving the return, though additional time may be needed for bank or payment gateway clearance. You will receive an email confirmation as soon as the refund is completed. We do not provide cash refunds or store credit unless mutually agreed in advance.
How to Initiate a Return
Starting a return is straightforward. Reach out to [email protected] or our WhatsApp line with your order number, supporting photos, and the reason for the request. Our team responds within twenty-four hours during business hours (Monday to Friday, 9 AM to 6 PM MYT) and is committed to resolving issues quickly so you can get the right measuring solution without hassle.
We design this policy to balance strong consumer protections under Malaysian law with the practical realities of selling high-quality precision tools, allowing us to keep prices competitive for our customers. Thank you for shopping at shop.insize.com.my—we truly appreciate your business and are here to assist at every step.