Return & Refund Policy


Hours of Operation

Charlie Care Online Store operates: 10.00 a.m. to 7.00 p.m. Monday to Friday, excluding Public Holidays.



Placing Your Order

You may place an Order via


By placing an Order, you make an offer to us to purchase the products you have been selected under these terms and conditions. We may or may not accept your order at our discretion. 


Supply of Your Products

Subject to these terms and conditions, the product(s) shipped will be based on your Order Confirmation.

When your Order has been shipped, an email notification will be delivered to you.


Delivery of Your Products

The estimated shipment commencement is based on product availability, payment processing period and warehouse processing period and also, transit time. Payment processing will begin when the required payment information and payment transaction is fulfilled.

Orders averagely require 3-5 business days to arrive for West Malaysia and 5-7 working days for East Malaysia after courier pick up.

Orders placed on the weekend or on a public holiday will not begin payment processing until the next business day.

Business days are Monday through Friday, excluding Malaysia public holidays.

Unless otherwise agreed by us, delivery of your Products will be made to the ship to address indicated on your Order Confirmation.


Dead On Arrival (DOA) Product: System Failure Out of the Box

Replacement: The same product that you ordered will be shipped to you. Our online store representative will contact you within 2-3 days of your call with the replacement product delivery details and the procedure for returning the DOA product.

Service: You may have the product repaired; however, once serviced, the product is no longer eligible for replacement.


Return policy

Return must be within seven (7) days for online store purchase and is solely at the Company’s discretion. Refunds are only applicable to products which are out of stock for replacement.

We will normally only refund in the event the goods:

  • Are of unacceptable quality (eg. due to a manufacturing defect)

  • Are received in a damaged state

  • Are supplied in the incorrect quantity

  • Are out of stock

Refunds or exchanges will not be provided if you simply want a different colour, change of specifications, change a non-defective unit for a different model/brand, or if you simply change your mind or wrong quantity purchased. In some circumstances, we may need to send the goods to the manufacturer for assessment to determine whether you are entitled to an exchange, refund or repair. Evaluation process may take up to 14 to 21 working days. The Company shall be under no liability in respect of any defect arising from cosmetic defects, fair wear and tear, or any wilful damage, negligence, subjection to normal conditions, failure to follow the Company’s instructions (whether oral or in writing), or misuse or alteration of the goods.