Return, Exchanges & Warranty Claim Policies

Return, Exchanges & Warranty Claim Policies

We accept returns exclusively for valid warranty claims and verified out-of-the-box manufacturing defects. All other sales are final.

Exchanges & Resolution Methods

During your active warranty period, we provide comprehensive support to resolve product issues. Depending on market availability, we offer the following resolutions:

  • Direct Replacement: A standard 1-to-1 replacement of the defective item.
  • Pro-Rated Store Credit: If the replacement item is no longer available in the Malaysian market, we will issue store credit. This is calculated based on the remaining warranty lifecycle (Remaining months ÷ 120 standard months × original discounted purchase price). If the calculated credit falls below 30% of your original purchase price, we guarantee a minimum reimbursement of 30% via digital store credit.

Warranty Fulfillment Tiers

The warranty replacement product itself is always provided completely free of charge. For the logistical processing and physical delivery of your claim, we offer two distinct fulfillment tiers to suit your needs:

  • 1. Standard Fulfillment (Free): Your claim is processed through our standard operational queue. Please allow 4 to 6 weeks for administrative paperwork, brand principal verification, and standard physical dispatch.
  • 2. Expedited Priority Fulfillment: Guarantees a rapid 2 to 3 business day turnaround. To facilitate this speed, a dedicated logistics fee (5% of the item's SRP, capped at RM50, minimum RM25) is applied. This strictly covers the costs of priority administrative processing, direct warehouse handling, local rider insurance, and express courier dispatch.

Platform Purchases & Logistics

Purchases made through third-party marketplaces (e.g., Shopee, Lazada, Tiktok) are governed by the respective platform's return policies. Please contact their direct support channels for assistance. Note that all return shipping logistics and freight charges back to our facility are the sole responsibility of the customer.

Note: By utilizing our website and services, you explicitly agree to these terms. If you do not agree with the outlined policies, we kindly ask that you discontinue use of our platform.

Warranty Coverage by Product

Over 95% of our brand portfolio carries a full warranty. For specific coverage details, duration, and conditions, always refer to the specific product page prior to purchase.

Warranty Coverage Details Warranty Information Example

Clearance & Major Sales Events

Items purchased during major clearance events at a discount exceeding 30% off the original price are strictly sold as-is, with no warranty coverage. For clearance items discounted at 30% or less, any applicable warranty is strictly limited to a maximum of 7 days from the date of delivery.

Clearance Event Example

Example: The UAG Monarch Pro featured above is discounted from RM299.00 to RM149.00 (a 50% reduction). Because the discount exceeds 30%, this item qualifies as a final-sale clearance item and carries no warranty. Note: If the item is sold at full retail price, standard warranty policies apply.

Strict Defect & Claim Timeframes

1. Manufacturing Defects (Non-Warranty Items)
For products without a standard warranty, we guarantee protection against out-of-the-box manufacturing defects. You must report any defect to Forexengineer within 1 business day of delivery. To qualify for a replacement, the item must be returned in pristine, unused condition with absolutely no marks of wear. Failure to report within this timeframe will result in claim rejection.

2. Standard Warranty Claims
Items covered under an active warranty that show normal signs of use remain eligible for claims provided the defect falls strictly within our Warranty Guidelines.

3. International Shipments
International warranty claims require the defective item to be physically returned to our facility. The customer assumes full financial responsibility for all two-way international freight costs. Due to exorbitant international logistics costs, we strongly advise against initiating this process for individual retail orders.

4. Cosmetic Manufacturing Tolerances
Microscopic cosmetic variations—such as minor injection molding marks, dust particles beneath coatings, or pinpoint color variances under 1mm—are a standard byproduct of the global mass-manufacturing process. Because these do not compromise the structural integrity, fit, or functionality of the item, they are classified as acceptable manufacturing tolerances and do not qualify as manufacturing defects. Claims based on microscopic visual variances will not be authorized.

Note: This guideline operates as an extension of our primary Terms & Conditions.