Return, Refund & Replacement Policy

At Ultimate KL Sdn Bhd, (collectively referred to as “we, us, our or Ultimate KL”) we are committed to delivering high-quality ERP solutions to you. However, we understand that there may be situations where a refund is requested. This Refund, Return & Replacement Policy outlines the conditions under which we offer refunds or return & replacement for our products and services. This policy applies to all transactions made with us.

1. General Refund, Return & Replacement Policy

We understand that sometimes things may not go as expected, and you may need to request a refund, or return & replacement. We offer refunds, return & replacement subject to terms outlines in this policy. Refunds are generally issues such as billing errors, overcharges or if our services are not rendered as agreed upon, while returns & replacements are generally for defective hardware issue.

Our refund policy covers:

• • Software Products

Our return & replacement policy covers:

• • Hardware

Refunds, return & replacement are considered on a case-by-case basis and will be subject to the terms below.

2. Cloud Subscription Services (Non-Refundable)

• • No Refunds: All payments made for our cloud subscription services are non-refundable, including for any unused portion of the subscription.
  • Subscription Terms: By paying for a cloud subscription, you are expected to acknowledge and agree that no refunds will be provided for any part of the subscription, even if you choose to cancel the service before the end of the subscription period.
  • Subscription Renewal: Cloud subscriptions will automatically renew at the end of the subscription period unless canceled prior to renewal. If the payment is yet to bemade, you are unable to access your data. Please note that cancellation will not result in a refund for any unused portion of the current billing cycle.

3. Refund for Software Products

Our software products are sold with a one-time payment, thus, refunds are only applicable under the following conditions:

• • Refund Eligibility: Partial refunds for software products are available within 15 days after going live. After 15 days, we are unable to offer a refund subject to the general policy.
  • Product Returns: If the software has not been activated, refunds will be offered, excluding deposits.
  • Non-Refundable Charges: Licensing, setup, customization & adjustments, consulting or travelling fees associated with the software products are non-refundable once these services has been done. Please note that any additional charges incurred from using credit card payment, buy-now-pay-later merchant (such as processing fees or transaction fees) and others, will not be refunded by us.

4. Refund Process

To request a refund, please follow these steps:

• • Contact Us: Email us at info@ultimate-kl.com or call us at 03-8940 6975.
  • Provide Details: Include your reference numbers, purchase details and the reasons for the refund request.
  • Refund Processing: Once the refund request is received, it will be reviewed and you will be notified about the outcome within 7 working days. If the refund is approved, we will process it and refund will be made to the payment details given by you.
  • Refund Processing Time: Refunds will typically be processed within 14 working days after approval.

5. Return & Replacement for Hardware Products

We supply hardware to you along with the software. The return & replacement process for hardware are as follows:

• • Return Eligibility: No refund can be offered for the hardware products. If there is an issue with the hardware purchased through us, we will review the issues before facilitating a return & replacement. Return is only applicable for products that still has warranty. The warranty for the hardware is 1 year.
  • Replacement Eligibility: If the hardware is found to be defective upon inspection, a replacement will be facilitated.
  • Condition of The Hardware: The hardware must be in its original condition, with all components, accessories and packaging intact. Any hardware that has been modified, cannot be returned and replaced.

6. Return Process

To request a return for defective hardware, please follow these steps.

• • Contact Us: Email us at info@ultimate-kl.com or call us at 03-8940 6975.
  • Provide Details: Include your reference numbers, purchase details and the reasons for the return request, including the description of the issue and any photos of the defective hardware.
  • Hardware Inspection: For the clients in Klang Valley area, our technical team will pay a visit and do the inspection before authorizing the return. For the clients outside of Klang Valley area, you are requested to pack the hardware securely, using the original packaging (if possible), and ship it back to us. You are responsible for the shipping costs. Upon receiving the returned hardware, we will inspect it to verify the issue. If the hardware is confirmed to be defective, replacement process will be proceeded.
  • Return Processing: You will be informed or notified about the outcome instantly after the inspection (for Klang Valley area) or within 7 working days after receiving the hardware (for outside of Klang Valley area).

7. Replacement Process

• • Replacement Eligibility: If your hardware is found to be defective, we will facilitate a replacement at no additional cost to you (excluding travel fees or shipping fees).
  • Replacement Timeline: We will ship the replacement hardware within 7 working days after the inspection is completed. The replacement hardware will be of the same model or an equivalent model if the original is unavailable.
  • Shipping: We will not cover the shipping costs for the replacement hardware