Return, Refund and Exchange Policy

This policy applies to purchases and enquiries made through okt-trading.com and relates to OKT TRADING HUB SDN. BHD. (202601034621 (1696716-K)), operating from 488B-6-23, MIDLANDS PARK, ONESTOP, JALAN BURMA, 10350 GEORGE TOWN, PULAU PINANG. For policy questions, customers may contact us at okt-trading@outlook.com.

OKT TRADING HUB SDN. BHD. aims to supply office supplies and equipment in good condition and as described on okt-trading.com. This policy explains how returns, refunds, and exchanges are handled for stationery, writing tools, organizers, office technology, computer accessories, furniture, ergonomic items, and related goods.

Request Period

Customers must contact us within 24 hours after receiving the item if there is a wrong item, missing item, damaged item, defective item, or major issue with the delivered order. Requests submitted after this period may be rejected if the condition of the item or delivery issue can no longer be reasonably verified.

Eligible Return or Exchange Reasons

  • The item received is different from the item ordered.
  • The item arrives damaged due to delivery handling or packaging failure.
  • The item has a manufacturing defect that prevents normal use.
  • A required accessory or component shown as included is missing.
  • The product description, variant, or quantity supplied is materially incorrect.

Non-Returnable Situations

  • Change of mind after the item has been delivered.
  • Items used, installed, assembled, written on, marked, altered, damaged by the customer, or returned without original packaging where packaging is needed to verify condition.
  • Consumable office supplies that have been opened or partially used, including paper, ink, toner, labels, notebooks, pens, refills, adhesives, cleaning supplies, and similar goods, unless defective on arrival.
  • Minor colour, measurement, packaging, or display differences that do not affect normal product use.
  • Damage caused by misuse, improper installation, unauthorised repair, poor maintenance, liquid exposure, accidental impact, or normal wear and tear.

Evidence Required

To review a return, refund, or exchange request, customers should provide the order number, product name, clear photos or video of the item, packaging, shipping label, and a description of the issue. For damaged delivery, please keep all packaging until the case is resolved.

Inspection and Approval

All requests are subject to checking and approval. We may request further information before approving a replacement, exchange, repair assessment, store credit, or refund. Returned items must be received and inspected before a final refund or exchange decision is made, unless we confirm otherwise in writing.

Refund Method and Timing

Approved refunds will normally be returned through the original payment method or another mutually agreed method. Processing times may vary depending on payment provider, bank, and internal verification. Shipping fees, payment gateway fees, or handling charges may be non-refundable unless the return is due to our error or a confirmed product fault.

Exchange Availability

Exchanges are subject to stock availability. If the same item or variant is unavailable, we may offer an alternative item, store credit, repair assessment, or refund according to the issue and product condition.

Warranty and Manufacturer Support

Some office technology, electronic accessories, furniture, or branded products may be covered by manufacturer warranty terms. Warranty handling may require the original packaging, receipt, serial number, photos, videos, or supplier assessment. Warranty does not cover misuse, accidental damage, unauthorised modification, normal wear, or consumables unless stated by the manufacturer.

Contact

For return, refund, or exchange requests, contact okt-trading@outlook.com with your order details and evidence within the required period.