Cancellation, Return, and Refund Policy

Effective Date: 15th August 2024

1.  Introduction

Syntrino Solutions Sdn. Bhd. (“Syntrino Solutions,” “we,” “us,” or “our”) is committed to ensuring the satisfaction of our clients. This Cancellation, Return, and Refund Policy outlines the conditions under which cancellations, returns, and refunds will be processed. By engaging our services, you agree to adhere to the terms of this policy

2.  Cancellation Policy

2.1  Service Cancellation by Client

• • Clients may request the cancellation of services at any time. However, cancellations must be submitted in writing via email to [email protected] at least 30 days prior to the intended date of termination.
  • For cancellations made within the first 14 days of service commencement, clients will be eligible for a full refund of any service fees paid, excluding any non refundable charges or expenses incurred by Syntrino Solutions
  • Cancellations made after the first 14 days and within the contract period will be subject to a pro-rated refund, deducting any non-refundable charges and costs for services rendered up to the cancellation date.

2.2  Service Cancellation by Syntrino Solutions

• • Syntrino Solutions reserves the right to cancel services at its discretion, including but not limited to, in cases of non-compliance with the terms of service or any unlawful use of our services. In such cases, a pro-rated refund will be provided for any unused portion of the service, excluding non-refundable fees.

3.  Return Policy

3.1  Digital Products and Services

• • Due to the nature of digital products and services, Syntrino Solutions does not accept returns or offer refunds for digital goods once they have been delivered or accessed by the client.
  • In the event of a defect or non-performance of a digital product or service, Syntrino Solutions will work to resolve the issue to the client’s satisfaction, which may include providing a replacement or remedying the issue at no additional cost.

3.2  Physical Products (if applicable)

• • If Syntrino Solutions provides any physical products, clients may return these items within 14 days of receipt, provided that they are in their original condition and packaging.
  • The client is responsible for any shipping costs associated with the return. Once the returned item is received and inspected, a refund will be issued minus any applicable restocking fees.

4.  Refund Policy

4.1  Eligibility for Refunds

• • Refunds are only available under the circumstances outlined in this policy, including cancellations made within the stipulated timeframe and defects in digital or physical products/services provided by Syntrino Solutions

4.2  Physical Products (if applicable)

• • All refunds will be processed within 14 business days of receiving the cancellation request or returned item, as applicable.
  • Refunds will be issued to the original payment method used at the time of purchase. Syntrino Solutions is not responsible for any delays caused by the payment provider or banking institution.

4.3  Non-Refundable Charges

• • Any non-refundable fees, including but not limited to administrative charges, third-party service fees, or expenses already incurred by Syntrino Solutions, will be deducted from the refund amount.
  • Syntrino Solutions reserve the right to reject any cancellation or refund requests that are deemed unfit or unreasonable.

5.  Shipping Policy

5.1  Shipping Address

• • We will only ship to addresses provided in the billing or shipping address fields during your purchase. Please ensure that accurate and reachable phone numbers and addresses are provided at the time of order completion.
  • We do not ship to P.O. Boxes and will only ship to valid, legitimate shipping addresses.
  • Syntrino Solutions is not liable for any incorrect shipping addresses provided. If goods are returned to us due to an incorrect address, any re-delivery of goods will incur additional shipping charges, which will be disclosed upon request for a second delivery attempt.

5.2  Change in Shipping Address

• • If you need to change your shipping address, please email us at [email protected] within 12 hours of submitting your order.
  • If a request to change the shipping address is made after 24 hours of order confirmation, you will be responsible for any associated shipping charges.

5.3  Shipping Time

• • It typically takes between 2-5 working days (Monday to Friday) for goods to arrive at your destination. Deliveries will occur during office hours between 9:00 am to 5:00 pm on weekdays only.

5.4  Tracking Number

• • Once your goods are picked up by our shipping partner, a tracking ID for the package will be provided. Any communication regarding tracking will be via email, text messaging app, or SMS.
  • For non-tangible products or services, order confirmation and receipt will be communicated via email, text messaging app, or SMS. Proof of purchase, including invoices or delivery orders, will be made available.

6.  Contact Information

For any inquiries regarding this Cancellation, Return, and Refund Policy, please contact us at:

Syntrino Solutions Sdn. Bhd.
Address: The Vertical Business Suites,
Tower B, Level 17 Unit 06, Jalan Kerinchi,
Bangsar South, 59200 Kuala Lumpur, Malaysia.
Email: [email protected]
Phone: +60322421297

This policy is subject to change without prior notice. Clients are advised to review this policy periodically to stay informed of any updates.