This policy explains when a refund, return or exchange is available for orders placed with Starline Office Supplies Sdn. Bhd. Because our catalog is priced and sold per unit, and printers and furniture carry manufacturer warranty terms of their own, this policy sets out what is and isn't covered, and should be read together with our Terms & Conditions.
Starline supplies office supplies and stationery, priced and sold per unit for both retail and wholesale orders. Because each item is packed against real stock on hand, and because printers and furniture carry manufacturer warranty terms of their own, this policy sets out clearly what qualifies for a refund, return, exchange or warranty remedy so there are no surprises once an order is confirmed.
Unopened items in their original packaging may be returned for a refund or exchange within 7 calendar days of delivery, provided they remain in resaleable condition and are accompanied by proof of purchase. The Client is responsible for return shipping costs unless the return is due to our error or a defect covered under Clause 4. Opened packaging, assembled furniture, or items that are no longer in resaleable condition, are not eligible for return under this clause.
Every product listing states manufacturer specifications such as weight, dimensions and colour, which may vary slightly between units within the same production batch, consistent with standard manufacturing tolerances. The actual colour and finish of an item may also differ slightly from photographs shown on the website due to monitor brightness, display settings and photo-taking environment. Variance within these stated tolerances is not considered a defect and is not eligible for return, refund or exchange under this policy.
If an item arrives damaged, defective, or with a fault beyond the tolerance described in Clause 3, notify us within 7 calendar days of delivery at starline_supp@outlook.com, including your order reference, a description of the fault, and clear photographs or a short video of the affected items and packaging. Claims submitted after this window are handled under the manufacturer warranty described in Clause 5 where applicable. Once verified, we will offer, at our discretion, a replacement of the affected units, a repair, or a refund where a suitable replacement is not available.
Printers, imaging equipment and office furniture sold through Starline carry the warranty period stated on the product listing, typically provided by the original manufacturer and honoured through Starline or the manufacturer's regional service centre. Warranty coverage applies to manufacturing defects arising under normal office use and does not cover damage from misuse, unauthorized modification, or normal wear and tear. To make a warranty claim, contact us with your order reference and a description of the fault; we will advise whether the item should be sent to us or directly to the manufacturer's service centre.
If we ship a SKU or quantity that does not match your confirmed order, this is treated as our error and Clause 4 applies in full, at no cost to you, including return shipping of the incorrect items where applicable.
To start a return or claim, email starline_supp@outlook.com with your order reference and the reason for the request. We will confirm eligibility and, where a physical return is required, provide instructions for how and where to send the goods. Please do not send items back before receiving this confirmation, as unsolicited returns may not be processed promptly.
Approved refunds are issued by bank transfer to the account used for the original payment, or another account you nominate in writing, within 14 business days of approval. Refunds are issued in Malaysian Ringgit (MYR); where the original payment was made in another currency, the refunded amount reflects the MYR value received, less any transaction charges already incurred by Starline that are not recoverable.
The following are non-refundable except where the entire order is cancelled due to our error: outbound freight and courier charges once goods have been dispatched, and customs duties or import taxes paid on international shipments. These represent real, non-recoverable costs paid to third parties on the Client's instruction.
For bulk orders requiring a deposit, cancellation before the order has been packed and before the deposit has been committed to stock allocation is refundable in full. Cancellation after packing has commenced forfeits the portion of the deposit already committed to stock and handling costs incurred up to that point, with any remaining balance refunded. We will provide a breakdown of costs incurred on request.
Exchanges for a different SKU or variant follow the same eligibility conditions as Clause 2 and are subject to stock availability. Exchanges are not available where the item falls within the specification or finish tolerance described in Clause 3.
For any refund, return or cancellation request, contact starline_supp@outlook.com or call +6017-330 8873, quoting your order reference. Our registered address is D-68-2, Jalan C180/1, Dataran C180, 43200 Cheras, Selangor, Malaysia.