Return & Refund Policy

Last Updated: September 23, 2026

Thank you for shopping with CAIGLOBAL.

We want you to be satisfied with your purchase. If you are not completely satisfied with your order, you may be eligible to return it within 30 days of receiving your order, subject to the conditions below.

 

1. 30-Day Return Policy

CAIGLOBAL offers a 30-day return period.

You may request a return within 30 days from the date you receive your order.

To start a return, please contact us at:

[email protected]

Please include:

  • Order number
  • Customer name
  • Product name
  • Reason for the return
  • Photos or videos, where applicable

Please do not send products back before receiving return instructions from our customer service team.

 

2. Return Conditions

To be eligible for a return, the product should generally:

  • Be returned within 30 days of delivery;
  • Be in its original condition;
  • Be unused or only reasonably inspected;
  • Include the original packaging where reasonably possible;
  • Include accessories, manuals, cables, and other items supplied with the product;
  • Include proof of purchase or order information.

Products that have been significantly used, damaged, modified, or returned without required accessories may not qualify for a full refund.

 

3. Change-of-Mind Returns

If you change your mind after receiving your order, you may request a return within the 30-day return period.

For change-of-mind returns:

  • The product should be in resalable condition;
  • The product should not have been damaged through use;
  • Original accessories and packaging should be included where reasonably possible;
  • Return shipping costs may be the responsibility of the customer.

Any refund will be processed after the returned product has been received and inspected.

 

4. Damaged or Defective Products

If your product arrives damaged, defective, or does not function as reasonably expected, please contact us as soon as possible at:

[email protected]

Please provide:

  • Order number
  • Description of the issue
  • Photos and/or video showing the problem
  • Photos of the product packaging where relevant

Depending on the circumstances, CAIGLOBAL may offer an appropriate remedy, which may include:

  • Replacement
  • Repair
  • Refund
  • Other appropriate solution

Defective products may also be covered by our Warranty Policy.

 

5. Incorrect or Missing Items

If you receive:

  • The wrong product;
  • An incorrect quantity;
  • A missing item; or
  • A product different from what you ordered,

please contact us at [email protected].

We will review the order and provide an appropriate solution.

 

6. Non-Returnable Items

Certain products or situations may not qualify for return, including products that:

  • Have been intentionally damaged;
  • Have been modified or repaired without authorization;
  • Are missing essential components;
  • Have been damaged due to improper use;
  • Have been damaged through unauthorized installation or modification;
  • Cannot be reasonably resold due to customer-caused damage.

Where applicable, these exclusions do not limit any mandatory consumer rights provided by applicable law.

 

7. Return Shipping

For change-of-mind returns, the customer may be responsible for the cost of returning the product to us.

For products that are confirmed to have been:

  • Defective;
  • Damaged before delivery;
  • Incorrectly shipped; or
  • Missing items due to our fulfillment error,

CAIGLOBAL may provide an appropriate return solution, including reimbursement of reasonable return shipping costs where applicable.

Return shipping arrangements must be confirmed with our customer service team before sending the product.

 

8. Return Inspection

Once we receive your returned product, we may inspect it to verify:

  • Product condition;
  • The reported issue;
  • Included accessories;
  • Order information;
  • Eligibility for a refund or replacement.

Inspection normally takes a reasonable amount of time after the returned package is received.

 

9. Refunds

If your return is approved, we will process the applicable refund.

Refunds generally cover the eligible amount paid for the returned product.

Original shipping charges may not be refundable for change-of-mind returns unless otherwise required by applicable law or stated by CAIGLOBAL.

Any applicable deductions will be communicated to the customer where required.

 

10. Refund Processing Time

After a return has been approved, the refund will be initiated within a reasonable period.

The time required for the refund to appear in your account may depend on the transaction service provider and financial institution involved.

CAIGLOBAL cannot control the processing time of third-party financial institutions.

 

11. Exchanges

If you would like to exchange a product, please contact us at:

[email protected]

Depending on product availability and the reason for the exchange, we may offer a replacement or another appropriate solution.

 

12. Products Purchased During Promotions

Products purchased during promotional periods, special offers, or discount campaigns may be subject to the same 30-day return period unless specific terms were clearly stated at the time of purchase.

Promotional terms will not remove any mandatory consumer rights applicable to your purchase.

 

13. Return Address

Do not send a return package to the company address listed on this page unless our customer service team specifically instructs you to do so.

A return address and return instructions will be provided when your return request is approved.

This helps us properly identify and process your returned order.

 

14. International Returns

For international orders, customers are responsible for following applicable shipping and customs requirements when returning products.

Depending on the destination and reason for return, additional customs procedures or charges may apply.

CAIGLOBAL will provide reasonable return instructions after reviewing your request.

 

15. Consumer Rights

This Return & Refund Policy is intended to provide a clear and convenient return process.

Nothing in this policy is intended to exclude, restrict, or replace any mandatory rights or remedies that cannot legally be excluded under applicable consumer protection laws.

Where applicable law provides additional rights, those rights will continue to apply.

 

16. How to Request a Return

To request a return, please email:

[email protected]

Please use the subject:

Return Request – [Order Number]

Please provide:

  1. Order number
  2. Customer name
  3. Product name
  4. Reason for return
  5. Photos or videos, if applicable

Our customer service team will review your request and provide the next steps.

 

17. Contact Us

CAI GLOBAL SDN BHD
Brand: CAIGLOBAL
Email: [email protected]
Address: 119-1, JALAN KOMERSIAL SKYWIZ, PUSAT KOMERSIAL SKYWIZ, 75450 Ayer Keroh, Malaysia
Tel: +60147678628
Company Registration Number: 202601039766 (1701861-H)

Customer Support:
[email protected]