Cancellations, Refund & Warranty

Cancellations & Refund Policy

1. If you cancel your order(s) before it ships from our warehouse, a refund minus 5.0% from total transaction fee as our refund processing fee will be charged to the customer. We require a cancellation request to be submitted within 1 hour upon your order submission in order for a cancellation prior to goods shipment by emailing us at [email protected] or Phone/Whatsapp +6012 858 4438.

2. If you cancel your order after the product has been shipped, we will refund the full amount of the purchased price of the product minus 5.0% from total transaction fee as processing and logistic fee that we incurred to process the order.

3. Refund can be processed in case of return or cancellation. We will update you via email once your refund has been approved by our finance department and submitted to the bank for processing within 7 working days.

4. You will receive your refund amount according to individual bank’s processing time.

Return Policy

1. If you find that the items you have ordered are damaged (broken packaging) upon delivery, please report to [email protected] or Phone/Whatsapp +6012 858 4438 within 24 hours from the date you receive the product with supporting evidence and order number.

2. If your product package has been opened (broken seal), kindly do not receive it as all products come in sealed, closed package. Please report to [email protected] or Phone/Whatsapp +6012 858 4438 within 24 hours from the date you receive the product with supporting evidence and order number.

3. If any product is missing from your order, please report to our Customer Service team at [email protected] or Phone/Whatsapp +6012 858 4438 within 24 hours from the date you receive the product with supporting evidence and order number and we will attend to your report.

4. For Dead on Arrival (DOA) items, the appliance will need to be sent to Nino Digital System (M) Sdn Bhd for further checking and validation on the DOA. Futuristic Online Store will advise accordingly once we have received diagnosis report from technician on the root cause of failure.

5. In the unlikely event of product failure after usage during the warranty period, please inform Nino Digital System (M) Sdn Bhd to attend for troubleshooting and for the needful repairs to be performed. When claiming repairs under warranty, customers are required to provide the Philips Warranty card and tax invoice. Philips Warranty only covers manufacturer defect and not user induced defect. For further clarification on the Philips Warranty coverage, please refer to Philips Warranty Policy and Philips Warranty Card.

6. Futuristic Online Store offers return and refund policy for the following reason:

a. Wrong product received

b. Change of mind

Please note that all incorrect merchandise must be reported with email [email protected] or Phone/Whatsapp +6012 858 4438 within 2 days of upon receiving the merchandise. If we are notified of an incorrect item(s) after this timeframe, we will be unable to process your request.

Requirements for returns are as follows:

1. You have proof of purchase (order number and tax invoice).

2. The goods must be in new condition and returned in their original and unopened packaging along with all original accessories (including manuals, warranty cards, certificate of authenticity) and any free gifts received with it. Packaging must not be defaced or damaged in any way.

3. The product must not have been used or installed or had any data inputted. Futuristic Online Store reserves the right to reject the product if the product returned is in unsatisfactory condition, or the above terms are not met.

7. Goods are ineligible for a return applied:

1. Goods are physically damaged or broken caused by abuse or misuse of the product or by environmental conditions that are not in conformance with the recommended operations of the product.

2. Goods have been tampered or refurbished or modified in terms of software/ hardware.

3. Once Open and Installed: All Futuristic Online Store products

8. All return products will go through an evaluation process which takes up to 14 working days. The evaluation will be done by Nino Digital System (M) Sdn Bhd. For repairable defect will be proceed with repair, not replacement. However, this can be under discretion of Nino Digital System (M) Sdn Bhd. Please refer to the support page on Nino Digital System (M) Sdn Bhd website for more information.

9. You will be responsible for all return shipping costs and we recommend that you send your return with a tracking number because Futuristic Online Store will not be responsible for lost returns.

10. If you have any questions on our return policy, please contact our Customer Service team at [email protected] or Phone/ Whatsapp +6012 858 4438.

Warranty Period

Warranty period for Philips Digital Lock Easy Key series is 3 years. For purchaser who cannot provide proof of purchase, warranty period will be counted starting from manufacture date of the specific product.

During warranty period, services include installation of product, customer service follow up.

During warranty period, under any circumstances of normal usage (as per user manual), shall the product malfunction (to be determined by the official serviceman of Nino Digital System (M) Sdn Bhd) will be entitled to free repairs.

If there is any problems with the product within Four (4) weeks of the warranty period (to be determined by the official serviceman of Nino Digital System (M) Sdn Bhd), purchasers are entitle to a one to one replacement of the same product or a refund.

If the Product has passed the warranty period, door to door service fee and replacement parts charges will be charged to purchaser.

Contact details of Philips Digital Lock distributor in Malaysia:

Nino Digital System (M) Sdn Bhd

Customer Care Line: 1800-22-8383

Email: [email protected]

Link: https://ndsystem.com.my/

Operating hours: Monday to Friday 9:00 am to 6:00 pm