Support & Information
Please note that our phone service is currently unavailable. If you would like to contact us, please send us an email to email@example.com. Our Customer Service hours are 9:00 hours to 18:00 hours.
These Terms and Conditions are applicable every time you access our website and, or order goods from us.
Any reference to "we", "us", "our" or "Expansys" is to Expansys (Hong Kong) Limited, a limited company registered with number 0897798 whose registered office is at 18 Charter Road, Central, Hong Kong.
1.0 Order Acknowledgement, Acceptance, Payment and Delivery
1.1 All orders for products placed by you either online or by other means are subject to acceptance by us, and we may at our discretion accept orders, reject orders, or advise a buyer of our inability to process an order for any reason. We may send a buyer an acknowledgement of receipt of an order, by email, or another medium (including telephone, fax or in person) as we see fit. Acknowledgement by email of receipt of your order is usually automatically generated and does not constitute an acceptance of the order. You should ensure that the information you submit to us in your order is accurate and complete to the best of your ability. Fulfillment of your order is dependent and conditional upon stock availability, payment and possibly other areas including, but not limited to an address, or credit card check as per: 5.3.
1.2 Whilst it is our intention to keep our website up to date and error free, product description, or pricing errors may occur. If we discover such an error after you have submitted an order to us, we will contact you prior to accepting your order with the correct details. You may then either cancel your order or re-confirm it based on the correct information. If we are unable to contact you, we will treat your order as cancelled and will correspond this fact to you by email, to the email address that you provided to us at the time of your order.
1.3 This website services customer deliveries into Singapore and SE Asia Greater. Prices shown on this website are in Malaysian ringgit. Please note that additional credit card or bank fees may apply to your order.
1.4 Credit cards accepted are Visa, MasterCard and American Express. There is an administration fee of 2.5% on American Express and Diners Club cards – this is noted in the cart clearly for shoppers. Your finalisation of your purchase is your acceptance of this surcharge. We reserve the right to decline credit card payments (and/or request an alternative method of payment) at our discretion. Your credit card will not be debited until the day we ship your goods. If the card payment is declined by your issuer due to lack of funds available, we cannot hold goods against your order if there are other customers for the same goods who have available funds. **Please note that when you choose to pay us by credit card your issuing bank will place a credit hold for the agreed funds on your provided card. When your goods are ready to be shipped, the hold will be lifted and your card will be charged. If for any reason you decide to not complete your order with us, your order will be cancelled and the hold will be lifted.
1.5 Payment via the PayPal third-party secure system is also accepted. Note that if payment is made via PayPal, your credit card is charged immediately by the PayPal organisation, regardless of whether or when stock is available. If you cancel or change your order and a refund is required, note that PayPal procedures may delay this longer than our normal service. Also note that any commission charged by PayPal in conjunction with placing an order is not refundable.
1.6 In case of Bank Transfer,please be noted that all bank charges and commission for transfer payment are borne to the payer and eXpansys shall ONLY process the order upon receiving the FULL amount as invoiced.
1.7 Prices shown on this website are in Malaysian ringgit and do NOT include applicable import fees and taxes. Applicable import fees and, or taxes may be applicable to order order, depending on where you are based. These charges are not billed by us -they will be billed to you by your local Import authorities at point of delivery if it is a local requirement on your point of acceptance.
2.1 Whilst we make every effort to deliver goods in the timeframe we specify, we cannot guarantee delivery on that day or accept liability for deliveries made outside this timeframe, as we rely on third parties to facilitate our customer deliveries for us. We cannot accept liability for out of pocket expenses or other costs incurred due to failed or delayed deliveries.
2.2 All delivery time frames are subject to stock availability.
2.3 Our system automatically sends a "Shipped Order" email to your nominated email address when we ship your order. If your goods fail to arrive within 28 days of dispatch, and you have notified us of late arrival within 7 days of receiving email notification that your order has shipped, you will have the option of either a full refund or a replacement shipment, after we have investigated with the courier or postal service. Although we will use all best efforts, we cannot guarantee tracking of late deliveries beyond 14 days from the date of dispatch. Registered Post service does NOT offer a tracking facility – this is outside of our control, as this is set by local Post. If you require your item to be sent with tracking, we recommend that you select our premium service: FedEx/DHL Courier option. FedEx/DHL is the only shipping option available for devices due to their high value. We will not ship a device on a budget freight service. Budget freight services (Registered Post) is reserved for accessory items only at current.
2.4 Where an incorrect address has been given to us at time of order, or our Courier partner is unable to deliver due to unavailability of anybody to sign for the delivery (they will leave an advice card in this case), or if you ask for the item to be redirected after we dispatch it, we may need to charge for any extra delivery costs incurred to us by our Courier partner.
2.5 Our delivery responsibility is deemed to be fulfilled when we dispatch an order to the designated address, as provided by our buyer. We cannot be held responsible / liable for items that go missing in transit, or are damaged in anyway, however will do our best to support customers in this regard, to ensure a happy outcome, to the best of our ability, at our discretion always.
2.6 Our Courier partners require a signature on arrival, so cannot facilitate deliveries to PO Boxes. All devices are delivered by FedEx/DHL due to their high value status. Accessories can be delivered by either Registered Post, or Courier at our buyer's discretion. Items traveling by local Post can be sent to a PO Box if required.
2.7 Please note that whilst our Global Network enables us to source stock on a global level, all deliveries into ANZ and South East Asia Greater areas are managed and facilitated by our Hong Kong warehouse and team. If you have any questions please Contact us
3.1 Returns Eligibility:
Most items may be returned for any reason within 14 days from the date of dispatch. Some exceptions apply. Eligible items are classified as either Faulty, Non-Faulty (Change-of-Mind), or Damaged On Arrival (DOA) returns.
Faulty Returns: If the goods are found to be faulty within 14 days, customers are entitled for either a full refund or replacement. Expansys will cover round-trip shipping on Faulty returns.
Non-Faulty (Change-of-Mind) Returns: If you want to return the goods which are NON-DEFECTIVE within the 14 days period, please note that the returns should be in AS NEW CONDITION with FULL PACKING and DOCUMENTATION. If the goods are not in AS NEW condition or missing any packaging or damaged packaging, we reserve the right to refuse refund or a restocking fee of up to 40% will be charged depending on the condition of the returned goods. Delivery costs will not be refunded.
Shipping Errors, Wrong Items, & Damaged On Arrival Items: If your goods arrive defective or in a damaged state, or the item you receive does not match what you ordered, please email customer service with your order number and a brief explanation of the situation. Minor denting or damage to the product box or packaging does not qualify for DOA returns. You will be emailed the steps for completing a return or exchange. Claims for damage, delivery discrepancy etc. should be made within 48 hours of delivery - claims will not be accepted after this time.
Please note that due to their product nature, some items are ineligible for change of mind returns. These include:
- Digital Items & Digital Downloads
- Boxed software, DVDs, or CDs which have been opened
- Mystery Box bundles
- Used, B-Stock, and Open-Box items
- Any products that have been personalised or customised
- Special order items, unless agreed upon with a sales representative
- Items missing their original serial number, IMEI, and/or UPC/EAN code
- Items sold as faulty or broken
- Any product with a "change-of-mind returns ineligible" disclaimer listed on the web page
Accessories: Low-value accessories including (but not limited to) cases, covers, screen protectors, cables, and batteries are entitled only to 7-Day DOA replacement and are not eligible for change-of-mind returns.
3.3 Additional Returns Info
Please contact our Customer Service team for assistance with RMA.
Products should be returned in their original packaging with all documentation, accessories, battery, stylus, cable, headset etc. enclosed in the initial shipment.
Please note that Expansys must test all returned products before we can issue a refund or exchange any products. Replacement items cannot be sent until the original item has been returned to our warehouse and inspected by our returns department. This is necessary so we are able to file claims on defective or damaged goods with the manufacturer or the shipping company and to verify eligibility for return, replacement, or repair.
Personal Information:When you return your device, you will need to make sure that it is unlocked and free of security software that might prevent us from being able to access it. If the device is locked or disabled when you return it, we may have to charge you the full cost of the device and/or not process a repair/refund (if applicable).
Note: If you are not able to unlock or deactivate your device, please let us know before returning.
Please be sure that your device is restored to its factory settings without any personal data remaining prior to return. We will not be responsible for any use or disclosure of any data that is on the returned device during the assessment and repair process.
4.0 Warranty Support:
Note: Many of our products are sourced internationally, and as such, may not be eligible for warranty support through the manufacturer. In such cases, warranty support will be facilitated by Expansys. As with returns, some items are ineligible for warranty service. For warranty service provided by Expansys, our terms are as follows:
4.1 Standard Warranty Coverage Period
Please note that Expansys also offers Extended Service Plans on some items. Please click here for more details.
|Product Type/Condition||Expansys Warranty Coverage Period|
|New Products & Devices||6 Months|
|Refurbished Goods||3 Months|
|B-Stock/Open Box Goods||30 Days|
|Bags, Backpacks, Clothing, & Non-Electronic Toys||14 Day Returns Only|
|Low Value Accessories||DOA Replacement Within 7 Days|
|Wholesale, Special Order, & Made-To-Order Items||DOA Replacement Within 7 Days, Unless Otherwise Agreed Upon With A Sales Representative|
Warranty period takes effect from the date when the shipping invoice is issued.
Any included in-box accessories or free gifts, including (but not limited to) cables, chargers, batteries, covers, screen protectors, styli, and ear tips, are covered by a 7-day DOA replacement policy only and are ineligible for warranty coverage.
4.2 Product Conditions
New Products & Devices: A new product is a device that has not been used before & is thus "brand-new". New products will be listed as "Condition: New" on the product pages. For a list of frequently asked questions about "New" products & devices, please click here.
Refurbished Goods: Refurbished or reconditioned products may also be referred to as "factory refurbished", "3rd party refurbished", "recertified", "factory reconditioned", or "repackaged". These are used to describe products that have been repaired or repackaged for resale, either by the manufacturer or a 3rd-Party repair center and restored to full working order. Refurbished goods will be listed as "Condition: Refurbished/Reconditioned" on the product pages. Refurbished goods come with 3 months of Expansys Warranty Service. For a list of frequently asked questions about "Refurbished" items, please click here.
B-Stock/Open Box Goods: B-Stock & Open Box goods are goods that have been opened and used by our team for internal marketing purposes, or which have been returned by a customer due to change of mind or replacement. A minor percentage of B-Stock items have had a software reset or been repaired/refurbished. B-Stock goods will be listed as "Condition: B-Stock" on the product pages.
Please note that normal distance selling regulations do not apply to 'not new' products akin to B-Stock items. We offer a 30-day limited warranty for B-Stock goods. If you purchase a B-Stock item, and it turns out to be technically defective, repair services will be offered to buyers within the warranty period. B-Stock Items are ineligible for change-of-mind returns, and we do not provide refund nor replacement for non-defective B-Stock purchases, so please be sure that you want it before you place your order with us.
For a list of frequently asked questions about B-Stock & Open-Box Items, please click here.
Bags, Backpacks, Clothing, & Non-Electronic Toys: These items are covered by our standard 14 day returns policy covering both faulty & change-of-mind returns, but are not eligible for long-term warranty support.
Low Value Accessories: Low-value accessories including (but not limited to) cases, covers, screen protectors, cables, and batteries are entitled only to 7-Day DOA replacement and are not eligible for warranty coverage.
Wholesale, Special Order, & Made-To-Order Items: These are items which are ordered in wholesale, specially ordered, customised for end user, or otherwise purchased through our wholesale, distribution, and/or corporate sales departments. These items can only be exchanged for DOA replacement within 7 days of invoice unless otherwise agreed upon with a sales representative in writing, and are ineligible for change of mind returns.
4.3 Standard Warranty Service
Standard Warranty Service Eligibility: Warranty service applies after the 14-day returns eligibility period has ended. During the standard warranty coverage period (see above), if the goods are found to be faulty, the customer can send the faulty goods to our office, together with relevant invoice and EXPANSYS can arrange for repair services.
Standard Warranty Service Shipping Costs: For repair services covered by the warranty within 3 months of the invoice date, round-trip shipping costs will be borne by EXPANSYS. After 3 months, the customer is responsible for arranging the return of goods to Expansys for warranty service, and EXPANSYS will pay for shipping costs back to the customer for repair services covered by the warranty.
Replacements & Repairs Under Warranty Service: Post fault investigation and within the specified warranty period, EXPANSYS repair service will be actioned at our discretion (please see Exclusions below) within 15 working days, at no cost to the customer. If EXPANSYS cannot repair the item within this period we will supply the customer with a suitable refurbished or B-Stock item. If we do not have suitable B-Stock to replace we will source an equal alternative upon agreement with the customer or offer credit for the next purchase. Please contact our Customer Service to request an RMA and follow the instructions to authorise the return of goods. Please refer to the Returns section for more details.
Replacements & Repairs Outside Of Warranty Service: If the goods are found to be faulty after the standard warranty coverage period has expired (see above), or the damage is not covered by the warranty service, the customer can send the faulty goods to our office, EXPANSYS will arrange for repair services. Customer has to bear the repair costs as well as all round-trip shipping expenses. EXPANSYS will test the faulty unit and will provide a quote to the customer and if the customer agrees, we will proceed to repair the faulty unit as we see fit. If not, this will be communicated and the device will be returned to the customer, unrepaired. There will be a nominal shipping and handling charge on top of the repair charges. Shipping charges for returning the items shall be borne by the customers if they decide against repair.
4.4 Standard Warranty Coverage
Expansys warranty service covers the following:
A. Manufacturing software malfunction
B. Manufacturer or hardware defects
C. More than three dead pixels
4.5 Standard Warranty Exclusions
Warranty does not cover the following:
A. Any damages unrelated to manufacturing defects.
B. Product malfunction or damage resulting from liquids or moisture.
C. CID (Customer Induced Damage) and NDF (No Defect Found). CID and NDF status will be notified to the customer when RMA inspection process is completed.
D. Software defects. Damage caused by applications or firm wares which are not compatible with the device.
E. Product has been tampered, repaired and/or modified without official permission. Tampering, rooting, modification or removal of the serial number label shall immediately void the applicable warranty.
Inspection and return shipping fee will be charged at the customer expense when the above causes of RMA return damages are present.
* Please note that for returns of water-resistant device, we cannot guarantee continued water-resistance after opening up the device.
4.6 Extended Service Plans
Expansys offers extended service plans to prolong the life of your device by extending the coverage of our standard warranty service. Extended Service Plans are only available for certain products, must be purchased at the time of your order, and cannot be added once your item has shipped. For repair services covered by Extended Service Plans, round-trip shipping costs will be borne by EXPANSYS.
5.0 GST, Import Rules and Local Authority Driven Fees & Charges
5.1 Many countries including, but not limited to Australia, New Zealand, Singapore and Greater South East Asian countries charge duty and /or taxes on goods at the point of import. These will normally be collected by the courier used to deliver your goods - this is a charge levied by local Country Governments, not by EXPANSYS. We have no control of these fees unfortunately.
Please note that our warehouse is in Hong Kong – your goods will be shipped from here. Several countries akin to Malaysia, Philippines and Indonesia, for example may require you to have a current import license / permit to import some technology type products for personal and, or business use. So we advise that you understand your local import rules, where possible prior to shopping with us to avoid disappointment/ additional costs.
For more information, please feel free to contact us and we will be happy to share any information that we have pertaining to these charges and rules. We will provide this information to aid you, please note that we cannot be held responsible for this information provision, as these fees and charges have been created by local authorities and are outside of our business' specialty field. They may be subject to change without notice.
Please note, that EXPANSYS cannot artificially understate the value of an order, and will not refund delivery costs in either direction should goods need to be returned due to customer's refusal to pay local fees and charges by their local authorities. Please understand your potential local fees and charges before you place your order with us. By placing your order with us you accept these terms.
6.1 This information provided to us by our customers is used by us for the sole purpose of processing an order only. We only ask for what is needed in order for us to facilitate an order to its completion. Customer information is and will never be disclosed to third parties. Customer data is not shared, or sold in any way.
6.2 All information is collected lawfully and in accordance with the current Singapore and South East Asia Greater Privacy Acts.
6.3 At our discretion we may ask for additional information from buyers at the point of order processing. By ordering with our company you acknowledge that we do not condone fraud and note that we will go out of our way to protect legitimate buyers and our company from fraud at all times. As a result, we may need to conduct a Proof of address, and or credit card check on a buyer in order to check legitimacy of their details on a case by case scenario. This is our right as a high value device supplier across the South East Asia (Australia, New Zealand, Oceania and South East Asia Greater) and we thank you for your understanding.
6.4 If you have provided us with your email address details in order to receive our e-newsletter, we will send this to you when we have promotional and news based offers. Your details provided here will only be used for the purpose of 'joining you up to receive our eNewsletters so that we can keep you up to date with the Latest, Greatest, Hottest information and Deals!' We will not sell, or share your data.
We do not discriminate across our e-newsletter subscriber base at current, so all emails will be sent to you as per your initial opt-in. If you wish to opt-outof from our e-marketing distribution channel, please email us with the text "Opt-out" in the subject line to: Opting Out
6.5 If you have any questions about information privacy please Contact us
7.1 On order processing pages we use a 1024-bit certificate which provides maximum security for your transaction.
7.2 If you have any questions about security please Contact us
7.3 We will take all reasonable and legally-required precautions to keep the details of your order and payment secure, but, unless we are negligent, we cannot be held liable for any losses caused as a result of unauthorized access to information provided by you.
8.0 Pricing, Product Description and Availability
8.1 Whilst we endeavour to ensure the prices on our website are as accurate as possible, we reserve the right to change a price for ordered goods as we see fit. If a price for an ordered item is corrected due to exceptional or uncontrollable circumstance, customers will be informed of the change before payment is processed and offered the opportunity to cancel / amend their order to their preference. We may offer price reductions for promotional items from time to time at our discretion. Credits will not be offered for items that have been ordered before a promotional price has been launched, unless we deem this to be so.
8.2 Because of the dynamic nature of technology and markets (e.g. exchange rate variations and other variables beyond our control), prices, product versions, details and availability are subject to change on a continual basis without prior notice. Prices can and do change from day to day; if a price at the time of ordering is higher than a previously-shown price then the price at the time of ordering is the one that applies. If no promotion is evident, this may be primarily due to the fact that our company is a global organization and relies on global currency. Our parent company is EXPANSYS PLC, based in UK. Our local site currencies are often pegged to our parent company's dollar. As a result, pricing can fluctuate. If you have any questions, please Contact us
8.3 If an order is placed for an item with an erroneous price, and the erroneous price is less than the cost price of the item, we reserve the right to offer the opportunity for the customer to instead either receive the best-possible discount or to cancel the order.
8.4 Prices on orders for pre-release items are valid for one week after the order is placed. If the price changes when stock becomes available, customers will be informed of the change before payment is processed, and offered the opportunity to confirm or cancel their order, as per their preference.
8.5 EXPANSYS will honour requests for refund on the difference of price drops that occur within the same day of the original invoice date. Price drops beyond this date will not be matched.
8.6 Where stock availability for an item states a quantity "In Stock Now" then we have stock available in our Asia Pacific Hub (Hong Kong warehouse), to be allocated to confirmed valid orders in date priority. Where stock availability for an item states a quantity "In Stock" followed by the words "- x Days This product is at our central warehouse and should be shipped in x days" then the stock is available in an overseas EXPANSYS warehouse, and the number of days is a fair estimate of when the item would arrive into our Hong Kong warehouse and be then shipped to you.
8.7 Stock availability on our website and order confirmations is generated by our system taking into account current stock levels, customer backorders, products already in transit from suppliers or from another EXPANSYS warehouse, and information provided by suppliers for pending deliveries. Although as accurate as possible and generally reliable, they are estimates only which can be affected by many factors, especially unforeseen manufacturing delays or product discontinuations. EXPANSYS offers these estimates in good faith but we cannot be held responsible should estimated and actual times vary, or if a product is discontinued or superseded by a manufacturer. If a buyer purchases an item that falls out of stock due to whatever reason, we will offer a solution in their best interests, including stock swap, or order cancellation, if the buyer does not want to wait for stock replenishment of the exact item ordered.
8.8 Descriptions and specifications of products shown on our website are taken directly from information supplied by manufacturers. Products are supplied as named and described. Where a product description is accompanied by an illustration of the packaging or product itself, that illustration is for illustrative purposes only and may not look absolutely identical to the product to be supplied; if the exact appearance of the product or packaging is essential to be identical then you should make that clear to us in writing at the time of order. This also applies if you don't want a barcode label on the packaging.
8.9 Because EXPANSYS operates in many different countries, occasionally products may inadvertently appear on our Malaysia site that we may be unable to sell into various South East Asian countries, for technical, regulatory or commercial reasons. Appearance of these items is not intentional and we reserve the right to remove them without notice and/or decline any orders received for them.
9.1 We shall not be liable to you or any related party, whether in contract, tort (including negligence) or otherwise, for any business or personal loss including loss of profits (whether direct or indirect), data, revenue, goodwill, convenience, equipment/device/machinery/vehicle functionality, travel arrangements, third party claims or for any other incidental or consequential loss, that you may suffer as a result of the purchase, use or ordering of, goods from us. Any other liability shall be limited to the price paid for the goods. We do not exclude our liability for death or personal injury.
9.2 You will not export any goods purchased from us in contravention of your local government, or United States of America export controls.
10.0 Business and Government Customers
10.1 If you have a credit account with us payment is due 30 days after the date of our invoice and we may charge interest for late payment calculated daily at 4% above the local Bank base rate both before and after judgment. Collection costs if incurred are also chargeable.
10.2 Credit accounts to businesses are not offered by us as a matter of course and are subject to application. Government customers can place official purchase orders on a credit account basis; purchase orders are subject to verification.
10.3 Invoices to credit customers are payable to EXPANSYS.
11.0 Installation of equipment
11.1 Installation of equipment, including car kits, must be carried out by a suitably qualified professional technician. EXPANSYS cannot be held responsible for any costs associated with the installation or subsequent removal of equipment, or damage caused during installation.
12.1 We reserve the right to decline any order for any reason.
12.2 These terms are governed by the laws of Malaysia and your local government and any disputes will be decided by the local courts of your country.
12.3 If any provision of these terms and conditions is found to be invalid or unenforceable by a court the invalidity or unenforceability of such provision shall not affect the other provisions of these terms and conditions.
12.4 We may assign or transfer any of our rights or sub contract any of our obligations under these terms and conditions to any third party.
12.5 You may not assign or transfer any of your rights or sub contract any of your obligations under these terms and conditions except with our specific permission in writing.
12.6 These terms and conditions govern the entire trading relationship between you and ourselves and will remain in force for the duration of our trading relationship.
12.7 All intellectual property rights (including use of trade marks) shall be solely owned by us. You are permitted only to use material on this website as expressly authorised by us or our licensors.
12.8 Any unauthorised use of material on this site is strictly prohibited.
12.9 These Terms and Conditions supersede all previous Terms and Conditions, representations, undertakings and agreements (updated August 2017).
12.10 We reserve the right to change these terms and conditions from time to time and any such changes will be communicated on our website.
13.1 Our forum onsite is available for everyone – not just EXPANSYS customers. The content of the forums represents the forum users; it expressly does not represent the views of EXPANSYS or its staff. EXPANSYS cannot be held responsible for the views and the comments expressed in the forums.
13.2 EXPANSYS is not currently geared to provide customer support in the forum. As a result, we ask that our customers please contact us directly via email for service at this time if they require support.
13.3 Improper use of our forum, including, but not limited to advertising, link posting activities, post of anti-competitive nature, and or any such behavior that is deemed to be inappropriate by us, will be removed by our site moderators at our discretion. By using our forum, you accept that this is fair and justified.
14.1 Errors and omissions must be excepted.
15.0 No effect to statutory rights
The above policies are part of our commitment to high quality service. They do not affect your statutory rights as a consumer.