We are well-versed with ISO 9001 principles and embed them in our processes. We write our policies from scratch, based on what we do, and continually improve them for clarity and effectiveness. They are tailored specifically to us, ensuring they work in practice, not just on paper.
The policies below are applicable for purchases made through aunco.com.my.
Sales Policy
- We practice single pricing on our website, in strict accordance with Section 10B of the Price Control and Anti-Profiteering Act (Amendment) 2017.
- We ensure that all product photos in our catalog represent the item well. However, the manufacturer may occasionally make changes to the product’s appearance without prior notice.
- To maintain fairness, we do not provide additional photos, custom videos, or individual video calls for retail purchases.
- When requesting a quotation, if there is any target price intended to be disclosed, we’d appreciate receiving it before the quotation is issued to reduce turnaround time for the customer’s approval process. We will do our best to match it.
- We quote prices based on the pricing available to us. We do not classify our prices according to external or third-party pricing definitions and are therefore unable to confirm whether our prices qualify as any specific type of price. However, we do offer price matching.
- We operate on a CBD (Cash Before Delivery) basis. We accept neither credit terms nor LOU/LOI.
- The customer must provide information for delivery prior to making payment. Payment cannot proceed without sufficient information for fulfillment.
- Full payment is required before delivery to ensure a smooth process and efficient service.
- Orders are processed exactly as placed, ensuring customers receive only the items and quantities they have intentionally selected. We do not include any gift with retail purchases.
- Payment is safe with us. In the rare event of failure in order fulfillment, the payment shall be refunded in full within 7 working days after receiving the customer’s bank account details.
- To cancel a paid order for ready stock before delivery, do discuss with us. A successful cancellation shall be refunded in full within 7 working days after receiving the customer’s bank account details.
- Pre-payment invoice or post-payment receipt can be provided upon request.
- We guarantee that the item at the time of delivery completion is new and functional. All items are visually inspected before shipment, without opening the factory packaging if any.
- Certain products, especially those from brands in European Union, come without retail packaging.
- Some products that are also sold in California market carries a California Proposition 65 warning about cancer or reproductive harm. Such warning is applied broadly by the manufacturer as a precautionary measure to ensure compliance with California law and does not indicate a health hazard under normal use.
- Products we carry do come with manufacturer warranties, but claiming them often requires shipping the item overseas for inspection. To better support our customers, we offer local assistance on a case-by-case basis for genuine issues. We don’t believe in using copy-and-paste warranty pitches just to close a sale — promises are easy to make but not always easy to keep. Instead, we aim to be thoughtful with every case. Warranties come with hidden costs that can drive up product prices. We choose to keep prices reasonable while still standing behind the products we sell — so customers can buy with peace of mind.
Shipping Policy (Malaysia)
- Our product availability is indicated by 3 statuses: in stock, backorder and sold out. If the order contains both in stock and backorder items, the entire order will be shipped together once the backordered items are ready. If the customer prefers to receive in-stock items sooner, we recommend placing two separate orders, facilitated by our smooth and fast checkout.
- For Semenanjung (Peninsular/West Malaysia), the shipping is free by our delivery partner. No catch.
- We ship to East Malaysia too. The shipping fee is calculated during checkout.
- Cash on delivery by courier is not supported. Cash and carry at our SOHO in Puchong can be arranged.
- Orders for ready stock placed before 12:00 PM are shipped the same day. Orders after 12:00 PM will be processed the next day. We ship daily, including weekends, except on public holidays or when couriers are closed.
- In the event of our private vacation, orders can still be placed, but shipping will resume at the end of the vacation. The customer will be notified.
- The accuracy of the delivery address provided by the customer is important to ensure timely and successful delivery.
- For orders shipped through our standard courier, we pack each order with inner protection (e.g. bubble wrap, paper filler, foam sheet or foam beads) and an outer layer. Our packing aims to minimize product movement within the packaging during long delivery.
- A tracking number will be provided once the order has been shipped. The customer is to monitor the tracking progress and make necessary arrangements to receive the parcel. Please note that we do not have access to information regarding the specific delivery personnel assigned by the courier for last-mile delivery.
- We take all reasonable measures to ensure that the parcel reaches the customer.
Return Policy (Malaysia)
- We comply with Consumer Protection Act 1999.
- We want our valued customer to shop with confidence. We are here to help if there is anything for the purchases on this website within 30 days from delivery completion.
- An RMA (Return Material Authorization) will be issued by us before the return of products is arranged by the customer. Any return without an RMA will not be accepted. The return must be shipped back within 7 days from RMA issuance.
- The customer is responsible for arranging with and paying to their preferred courier for trackable shipping.
- We are not responsible for item lost or damaged in return transit.
- The customer may also arrange a face-to-face return at our SOHO by appointment.
- We do not offer exchanges.
Return of defective products
- If the product appears faulty, we will work with the customer through online or offline troubleshooting to verify the issue, which requires the customer’s cooperation. Sometimes the issue can be resolved while troubleshooting. A service request may be created to document the process for clarity.
- Once the returned item has reached us, we will inform the customer of the estimated replacement time.
- We will cover the shipping fee for sending the replacement.
Return of non-defective products
- For non-defective products, we reserve the right to approve or decline the return request before any shipping takes place.
- The return process will only proceed once the customer agrees to the 10% restocking fee.
- Products must be unopened (if with retail packaging) or unused. Photos and/or videos of the products will be requested.
- The returned item must be packed securely to avoid damage during return transit.
- If the returned item is found to be opened (if with retail packaging), used or damaged, it will be returned to the customer.
- For accepted returns, a 10% restocking fee will be deducted from the product price.
- Following our confirmation for return acceptance, refund will be processed within 7 working days after receiving the customer’s bank account details.
Privacy Policy
- We are knowledgeable in ISO 27701 principles and align them in our due diligence in upholding our privacy policy.
- We comply with Personal Data Protection Act 2010.
- We do not sell the list of our users.
- We do not request visitors to hand in their personal info in order to browse this website.
- We have access to a list of our users who register or order on our website.
- We do not have access to user sensitive information such as passwords.
- The extend of user information collected is only sufficient for the purpose of delivery and payment processing.
- We do not request information of identification card, passport, gender, race, marital status, religion and vaccination.
- We share the information of one user only per order to one delivery partner and one payment gateway provider only.
- We implement security measures and keep them up-to-date to prevent theft of the list of our users.
- We do not monitor user search activity, ensuring a private and unrestricted browsing experience.
- We do not spam our users in the name of marketing.
- We do not create any unsolicited pop-up.
- We do not employ any external party to maintain our website so another risk of information leakage is eliminated.
- All links on our website or in our messages are unmasked. If a domain name ever looks unfamiliar, customers are encouraged to run a quick search to verify its legitimacy.
- In product reviews, the customer’s username is masked partially.
- Customers can always contact us to arrange for cash-and-carry at our SOHO in Puchong without leaving information on our website.
Environmental Policy
- We are familiar with ISO 14001 principles and reflect them in our environmental practices. We believe that small, consistent actions on every aspect can make a difference to reduce our environmental impact.
- Paperless documents – We go paperless wherever possible for both incoming and outgoing documents.
- Responsible sourcing – We work with suppliers who share our values of sustainability and keeping the environment clean.
- Secure packaging – We pack products carefully to prevent damage during transit, avoiding the waste that comes from damaged goods and replacements.
- Right-size packaging – We use packaging that fits the product to reduce material waste. For example, we will not pack a 5-inch product in a 15-inch bag.
- Energy awareness – We minimize energy consumption by choosing the shortest or combined routes for parcel drop-offs and errands, or opting for digital alternatives instead of traveling.
- Repair over replacement – We extend the lifecycle of our operational equipment by prioritizing repair over disposal. From printers to lighting, we ensure they remain functional as long as possible to minimize waste.
- No scheduled waste – Our operations do not generate scheduled waste onsite.
- Reduce, reuse, recycle – We actively reduce waste, reuse clean packaging materials where possible, and recycle.