Return & Exchange Policy


1.SANS gladly accepts the exchange and return of goods, products or items arising from manufacturing defect, subject to terms and conditions.

2. Any claim or request for return or exchange shall be made on the prescribed claims section on Smart, namely that which is under Return and Exchange section or its similar section, WITHIN 24 HOURS from the date and time of receipt of delivery of product.

3. Any claim or request may only be process provided always that all required details are provided. Some basic required details include the following: –

i.Your order number.

ii.Name and code of the product item you wish to return.

iii.Seal of Quality sticker number.

iv.Reason for return or exchange.

v.Date of receipt of product item or order.

vi.Submission of photo of defects on products.

vii.Any other required details or information.

4. All return and exchange of goods are subject to verification, checks and approval by SANS.

5. Generally, SANS take around 3 working days to response to your claim.

6. Upon approval, you will receive a confirmation on Smart regarding acceptance, approval or rejection of your request to return or exchange.

7. Products are not exchangeable or returnable due to:-

i.change of mind;

ii.unwanted by customers.

8. Products are exchangeable or returnable due to proven: –

i.manufacturing defects;

ii.shipping defects.

9. All product(s) for return or exchange must be returned to the following address. Please do not return your products to SANS or address below until you have received approval of your claim. Otherwise, you may be liable for further costs and expenses to retrieve your products wrongfully delivered back to us.

Upscale Distribution Sdn Bhd
No.19, Jalan Sentral 2,
Taman Nusa Sentral, 79100 Nusajaya,
Johor, Malaysia
Tel: 07-5095222 / 016- 558 6759

10. SANS is not responsible for any lost items in transit of shipping or delivery.

11. SANS is also not responsible for any returned items which may be damaged in transit of shipping or delivery. As such, we recommend you using a shipping/delivery method with tracking feature and with insurance coverage. Please retain your shipping/delivery receipt as proof.

12. Further terms and conditions on exchange and return of products: –

i. All returns must be sent back to the above designated address only after SANS has approved or accepted your claim. Such acceptance or approval may be communicated, by way of updating the status to “Approved” or “Accepted” on Smart in the status of your claim;

ii. Returned item(s) must be in their original packaging. Incomplete returns may be refused or disregarded.

iii. Unauthorized returns and items bearing different Seal of Quality sticker number will be refused or disregarded.

iv. Smart reserves the right to replace the item subject to availability of stock.

v. The cost of return shipping may be deducted from your return depending on the reason for the return.

vi. Smart will be responsible for return shipping costs if the claim of defects is verified and confirmed as valid.

13. Our customer services are able to provide further assistance in regard to your claim. Our customer services may be contacted at:-

Tel: +60 16-207 3519