Return & Refund Policy
· All items sold are non-refundable non-returnable nor exchangeble , unless the item is defective, and/or wrongly shipped, the followings are not eligible for change-of-mind returns:
o Opened in-ear / on-ear hygiene parts — ear tips, foam tips, ear cushions, or any part that contacts skin/ear canal that has been removed from sealed packaging for hygiene reasons;
o Opened sealed electronics — products sold with unbroken factory seals or shrink wrap that have been opened, unless defective;
o Used or damaged items — signs of wear, liquid damage, physical damage, or missing accessories;
o Personalized or custom-assembled kits (if offered);
o Clearance / final sale items marked as such at checkout;
o Digital add-ons (download codes, software licenses, if any) once delivered or redeemed.
· An item is eligible to be returned/replaced, when all of the followings are met:
o It is unused and in sellable condition;
o It is in the original packaging with all included accessories (charging case, cable, ear tips / ear cushions, manuals, adapters, etc.);
o Protective films, seals, and hygiene seals (where supplied) are intact where reasonably expected;
o You include proof of purchase (order number and receipt / confirmation email).
· If you received a defective, damaged, or incorrect item / accessory, please contact us promptly via email at service@electrowells.com with photos, within 2 days from the date of receipt of products.
· Defective electronics may be repaired, replaced, or refunded at our own discretion upon completion of inspection.
How to return
If you received a defective, damaged, or incorrect item / accessory, please contact us promptly via email at service@electrowells.com with photos, within 2 days from the date of receipt of products, otherwise no request will be entertained.
Defective electronics may be repaired, replaced, or refunded at our own discretion upon completion of inspection.
Ø Request authorization — Email service@electrowells.com with your order number, product name/SKU, and reason for return. Attach clear photos if the item is damaged or defective.
Ø Receive RMA — We typically respond within 1–2 business days with a Return Merchandise Authorization (RMA) number and the return shipping address. Do not ship without an RMA; unauthorized returns may be refused.
Ø Pack & ship — Pack the item securely with all accessories and the RMA number clearly marked. Use a trackable carrier; insurance is recommended. You are responsible for the item until we confirm receipt.
Ø Inspection — After we receive the parcel, we inspect it within 3–5 business days and then process the approved refund or replacement.
Refunds
· Method: Refunds are issued to the original payment method.
· Timing: After we approve the return, allow an additional 5–15 business days for your bank or payment provider to post the funds.
· Change of mind: Original outbound shipping is non-refundable; return shipping is paid by the customer.
· Our error / defect: You receive a full refund of the product price (and original shipping where required by law or where we agree), and we will cover reasonable return shipping as instructed in the RMA.
Exchanges
We do not guarantee size/color/style exchanges for audio products. If you need a different model, return the eligible item for a refund and place a new order (subject to stock).
Contact
Email: service@electrowells.com
Hours: Monday–Friday, 8:00 am – 6:00 pm (Malaysia Time, excluding public holidays)
Company: ANC INTERNATIONAL SDN. BHD.
BO3-C-09 MENARA 3A, KL ECO CITY, NO. 3 JALAN BANGSAR, 59200 KUALA LUMPUR, W.P. KUALA LUMPUR, MALAYSIA