Last updated: [15 February 2026]

Refund Policy

At Riken Keiki (Malaysia), we take product quality and customer satisfaction seriously. This Refund Policy explains when refunds may be approved and how refunds are processed for purchases made through our website. Refunds are different from warranty claims. If your unit is outside DOA timeframe but within warranty, it may be handled as a repair/service case according to the product’s warranty terms and manufacturer policy.

1. General Policy

Because our products are industrial safety equipment (gas detectors, sensors, accessories, and related parts), we follow a controlled returns process to ensure compliance, safety, and traceability. Refunds are considered on a case-by-case basis and may be subject to:

  • Product condition verification
  • Serial number verification
  • Manufacturer/supplier evaluation (where applicable)

2. You may request a return or refund if:

  1. Wrong item delivered / missing items: The product received does not match the order, or items are missing.
  2. Damaged on arrival (DOA / transit damage): The product arrived physically damaged or not functioning upon delivery.
  3. Manufacturing defect (within warranty terms): The unit is confirmed to have a manufacturing defect, subject to inspection and warranty terms.

3. Not Refundable

  • Shipping fees and bank charges
  • Change of mind after confirmation or after shipment
  • Incorrect selection by the buyer (model, range, sensor type, accessories)
  • Items that have been installed, used, calibrated, configured, or exposed to gas/chemicals
  • Products with tampered labels/serial numbers, missing parts, or damaged packaging due to handling
  • Special order/indent items, custom configurations, made-to-order units
  • Software/service/calibration/commissioning/training fees once performed
  • Items purchased under project pricing, contract supply, or bulk deals (unless stated in writing)

4. Timeframe to Report Issues

To help us resolve issues quickly, please notify us within 48 hours of delivery for wrong item / missing items / transit damage and 7 days of delivery for DOA claims (subject to assessment). Claims reported outside these windows may still be reviewed, but approval is not guaranteed.

5. Refund Method

  • Refunds can be processed back to the original payment method or as store credit.
  • Replacement will be offered depending on case and stock availability.
  • Rejected returns will be returned to you (shipping charges may apply).
  • Partial refunds may apply in the following situations: Returns may include missing accessories/components, restocking/inspection costs, and items that are not in their original condition.

6. Timeframe to Report Issues

To help us resolve issues quickly, please notify us within 48 hours of delivery for wrong item / missing items / transit damage and 7 days of delivery for DOA claims (subject to assessment). Claims reported outside these windows may still be reviewed, but approval is not guaranteed.

Refund/Return Form

All returns require approval before sending anything back. We may request troubleshooting steps, inspection, or supplier/manufacturer verification. If approved, we will provide return instructions and an Return Authorization (RMA) reference. Returns without RMA may be rejected.