Return & Exchange Policy

Return / Exchange

1. All returns /exchange have to be informed through email or call within 24hours of receiving the product(s). 3 working days are required for approval of return / exchange requests, once approved, the items have to reach us within 14 days, thereafter will not be entertained.
2. Products must be in their original condition and packaging box. Original product is required.
3. Items which are priced at discount or promotion upon checkout are not eligible for an exchange, return or refund.
4. Only product(s) that is incorrect, damaged or defective is entitled for return / exchange.
5. Zitra Plus Sdn Bhd reserves the right to deny a return or exchange if the item(s) does not meet the return policy requirements below.

Definition of incorrect, damaged and defective products

• Damaged - Product that was damaged upon arrival.
• Defective - Product that does not function as described by the manufacturer. 
• Incorrect - Incorrect as to customer order summary, including colour, specification, model and missing accessories/parts. 

Requirement of Return and Exchange 

• Proof of purchase (invoice number)
• Customers must request for return /exchange within 24hours upon receipt.
• Goods must be new in condition, unused and in original packaging, along with all accessories, free gift(s), documentation includes (warranty card, user manual, identification card) that come with the box.

Product(s) is/ are not returnable under the condition of:  

1. Once used and/ or installed 
2. Change of mind in colour, size, specification, and model. 
3. Product didn't meet your expectations. 
4. Good has been received by customers for more than 1 day. 
5. Display set/ Clearance unit is strictly non-returnable or exchangeable. Please conduct a thorough inspection to evaluate goods before purchasing. 
6. Defaulted on payment for goods. 

REFUNDS

1. Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.
2. We shall issue a refund equivalent to the amount you paid for the returning product(s). Refund shall be made in the same mode of payment as the payment method used during the transaction. Duration takes to complete a card payment refund may vary, depending on the financial institution/ card issuer, usually take about 7 days.
3. Note that the cost of the return parcel will be borne by you. We recommend shipping the parcel with the most cost-effective shipping method that is available, which includes tracking.
4. Refund value is based on the product(s) purchased only. Shipping fee will not be refunded.

Return Shipping

1. You are required to send back the affected product(s) to us via a reliable courier service company at the following address.

Zitra Plus Sdn Bhd

No.2, Jalan Perniagaan Setia 3, 

Taman PerniagaanSetia, 81100 Johor Bahru, 

Johor, Malaysia.

2. You will be responsible for the shipping costs of the returning parcel.
3. You shall be responsible for the risks and condition of the product to be returned until it reaches us. We will not be liable for any loss or damage to the product prior to the product is received by us. You are advised to pack safely the product to prevent any loss or damage to the product or its box or its original packaging.  

Please email us at help@zitraplus.com or call/whatsapp 017-7981911 if you have any questions or doubts.