Terms & Conditions

Refund Policy, Warranty, and Legal Disclaimer

Last Updated: April 2026

Welcome to Multi Home. By purchasing our products (iBracket series and related accessories), you agree to be bound by the following Terms and Conditions. Please read them carefully before proceeding with your purchase.

⚠️ CRITICAL: Return & Claim Requirements (Global Policy)

To ensure the integrity of our warranty process and protect against fraud, strict adherence to the following is required for ALL customers (Malaysia & International):

  • 1. Complete Set Return Mandatory: Any product returned for warranty, exchange, or refund MUST be returned as a complete set. This includes the Original Packaging Box (with Serial Number), the main device, all accessories (cables, manuals), and any free gifts received.
    * Note: Claims received without the original packaging box or missing parts will be rejected immediately and returned to the sender at their own cost.
  • 2. Identity Verification: Multi Home reserves the right to request Proof of Identity (e.g., a copy of NRIC or Passport with sensitive data masked) and valid Proof of Purchase to verify the claimant's identity before processing any high-value claims. This is to prevent unauthorized or fraudulent claims.
  • 3. Return-to-Base: All returns must be shipped back to our Headquarters in Malaysia for physical inspection before any decision (Refund/Replace) is made. We do not issue instant refunds.

1. Refund, Return & Inspection Policy

Per our banking requirements and internal quality control policy, all claims regarding defects are handled via a strict "Return-to-Base" process:

A. Reporting Period
  • Visible Defects (7 Days): Claims must be submitted within 7 days of receipt for defects visible without operating the product (e.g., cracks on casings, missing parts, physical damage).
  • Hidden Defects (30 Days): Claims must be submitted within 30 days of receipt for functional defects that can only be discovered upon operating the product.
B. The Return Process (Step-by-Step)
  1. Submission: Contact our support team with your Order ID, photos/videos of the defect, and description.
  2. Shipment: Upon preliminary approval, you must ship the product back to our Malaysia HQ.
    • The customer is responsible for proper packing to prevent transit damage.
    • We recommend using a courier with tracking. Multi Home is not liable for lost return packages.
  3. Physical Inspection: Once received, our technical team will conduct a thorough physical inspection (typically 3-5 working days). We check for:
    • Manufacturing defects vs. User-induced damage (water, drops, misuse).
    • Completeness of the set (Box, Accessories).
  4. Final Decision:
    • Approved: We will proceed with a Replacement or Refund.
    • Rejected: If the unit is found to be functional, damaged by user, or incomplete, the claim is rejected. The item will be returned to the customer (shipping fees borne by customer).
C. Refund Timeline

Multi Home envisages to complete the internal verification process for each claim on a best-effort basis within two (2) weeks from the date the affected Product(s) arrive at our facility.

  • If a monetary refund is approved, additional time beyond two weeks may be required by banking systems to process the fund transfer to your account.
  • International shipping fees, customs duties, and taxes are NON-REFUNDABLE under any circumstances.

2. Warranty Policy

Warranty Coverage: 1-Year Limited Warranty against manufacturing defects.
  • Turnaround Time: For valid Warranty claims, our turnaround time to replace the Product(s) is approximately one (1) month from the date complete documentation and the affected Product are received by Multi Home.
  • Exclusions: The warranty does not cover:
    • Damage caused by accidental drops, spills, or water damage.
    • Damage caused by using non-compliant power adapters (e.g., non-5V/12V sources).
    • Unauthorized repairs or modifications to the device casing or internal components.
    • Normal wear and tear.

3. Shipping & Delivery Info

  • Courier Services: We utilize reputable third-party courier partners for both local and international shipments. All parcels are tracked.
  • Delivery Responsibility:
    • Once the tracking status shows "Delivered" (with or without signature), the package is deemed successfully delivered.
    • Multi Home is not responsible for lost or stolen packages after delivery has been confirmed by the courier. We highly recommend ensuring someone is available to receive the parcel.
  • Customs & Duties (International): Customers are responsible for any import duties, VAT, or custom taxes charged by their country. Refusal to pay these taxes resulting in a returned parcel will lead to a deduction of shipping costs from any potential refund.

4. Privacy Policy (PDPA) & Liability

Personal Data Protection

We respect your privacy. Your personal data (Name, Address, Contact) is collected strictly for the purpose of order processing and delivery. We do not sell your data. We share necessary data only with:

  • Payment Gateways (for secure transaction processing).
  • Logistics Partners (for delivery purposes).
Limitation of Liability

To the fullest extent permitted by law, Multi Home shall not be liable for any indirect, incidental, special, or consequential damages arising from the use or inability to use our products. Our maximum liability shall not exceed the actual price paid for the product.

Governing Law

These Terms and Conditions shall be governed by and construed in accordance with the laws of Malaysia. Any disputes arising out of or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of Malaysia.

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