1. Scope
This policy applies to hardware products and professional services supplied directly by Valtro Services Sdn Bhd, subject to the signed quotation, purchase order, contract and applicable Malaysian law.
2. Order Cancellation
Cancellation requests must be submitted in writing. Approval depends on whether procurement, customisation, software configuration, delivery or installation has begun. Any deductions are subject to the agreement and applicable law.
3. Damaged, Defective or Incorrect Items
Notify Valtro promptly with order details, photographs and a description. Verified issues will be assessed for repair, replacement or refund as appropriate.
4. Customised Equipment and Services
Custom-fabricated panels, configured hardware, installed systems, software integration and completed services may not be eligible for change-of-mind returns, subject to statutory rights and contract terms.
5. Refund Processing
Approved refunds will be processed to the original payment method where feasible. Timelines and permitted charges will be communicated following approval.
6. Warranty and Support
Warranty periods, exclusions, preventive maintenance and on-site support are governed by the relevant quotation, certificate or agreement. Statutory rights are not excluded.
7. Claims Contact
Contact Valtro via ask@valtro.com.my with the invoice or purchase order number, product details and supporting evidence. Confirm the official claims address before publication.