Refund and Returns Policy

1. General Policy

At MOUSES TRADING SDN. BHD., we are committed to supplying reliable, high-quality industrial machinery and GPS devices. Every item is tested, inspected, and packed with care. Due to the technical nature of our products, returns and refunds are handled on a case-by-case basis, depending on the condition, usage status, and product type.

2. Eligibility for Returns

The following items are strictly non-returnable:

  • Used, installed, or modified machines and devices
  • Items labeled as “clearance”, “special order”, or “non-refundable”
  • Items damaged due to improper use, electrical issues, or installation errors
  • Products lacking original packaging, serial numbers, or certification labels
  • Custom-built machinery or equipment

3. Non-Returnable Items

Because our products are mostly one-of-a-kind, the following items are strictly non-returnable:

  • Antique or vintage items with age-related wear as described in the product listing
  • Products labeled “as-is”, “final sale”, or discounted clearance
  • Items that have been used, restored, cleaned, or altered by the buyer
  • Products missing original documents, packaging, or labels
  • Custom orders, reserved items, or special requests

We strongly encourage all buyers to read item descriptions carefully and contact us for more photos or clarifications before purchasing.

4. Return Process

To initiate a return, please contact us at mousestrading@gmail.com with the following:

  • Your full name and order number
  • Product model and serial number
  • Reason for return with clear photos or videos
  • Condition of the item and packaging

Our team will respond within 2 business days. If the return is accepted, you must ship the item back within 3 business days using a trackable courier. Return shipping fees are borne by the customer unless otherwise agreed.

Note: We are not liable for return shipments lost or damaged in transit.

5. Inspection and Approval

Once we receive the returned item, it will be inspected within 3–7 business days. If it meets all return criteria, we will issue:

  • A refund (full or partial depending on condition)
  • A store credit for future purchases
  • A replacement unit, if applicable

Refunds will be processed via your original payment method or by bank transfer.

6. Defective or Damaged Items

If your order arrives damaged or incorrect:

  • Notify us within 48 hours of delivery
  • Include your order number, clear photos/videos, and a description of the issue

If verified, we may offer one of the following:

  • A replacement unit
  • A refund or partial refund
  • A repair option, depending on warranty terms

7. Warranty Claims

Many of our products come with manufacturer warranties. If a product becomes faulty after use, we will assist in:

  • Facilitating warranty claims
  • Providing repair or replacement services as per the manufacturer’s terms

Warranty coverage, duration, and claim procedures vary by product. Kindly refer to the product documentation or contact us for guidance.

8. Exchanges

We do not offer direct exchanges. If you require a different model or variation, please initiate a return (if eligible) and place a new order.

9. Contact Us

If you need assistance with returns, warranty, or product issues, we’re ready to help:
📧 Email: mousestrading@gmail.com
📞 Phone: 012-984 6286
🏢 Address: No. 48, (Level 2 & 3), Jalan SS21/39, Damansara Utama, 47400 Petaling Jaya, Selangor