General Rule for Purchases
Products purchased from PROTRADE HUB SDN. BHD. are generally regarded as final-sale items. Once an order has been completed and delivered, it cannot be returned, exchanged or refunded because of a change of mind, personal preference or an incorrect product selected by the customer.
Customers should check the product specifications, connector type, port configuration, device compatibility and system requirements before completing a purchase.
Nevertheless, we will assess a request when the delivered product is affected by one of the qualifying problems described in this Policy.
Exceptions to the Final-Sale Rule
A customer may request a return, refund or exchange if:
The merchant sent an incorrect item, model or product variation.
The purchased item received does not match the specifications, description, features, functions or information advertised on the website.
The product was spoiled, damaged or defective upon delivery.
The order exceeded the delivery timeline stated in the Company’s Shipping Policy.
For electronic accessories such as HDMI adapters, USB hubs and card readers, incompatibility alone will not be treated as a defect when the product information and connector requirements were accurately advertised.
Initial Inspection and Testing
Customers should check every item as soon as the parcel is delivered. The product should be inspected and tested before prolonged use, modification or disposal of the packaging.
If a mouse, adapter, USB hub or other electronic accessory does not operate as expected, the customer should stop using it and retain:
The original box and internal packaging.
All supplied cables, connectors and accessories.
Product labels, manuals and protective materials.
The courier packaging and shipping label.
Damage resulting from improper connections, excessive force, unsuitable voltage, incorrect use, unauthorised repair or physical damage caused after delivery will not be considered a defect upon receipt.
Claim Evidence
To allow PROTRADE HUB SDN. BHD. to verify the reported problem, the customer must submit:
A clear and continuous unboxing video showing the unopened parcel, visible shipping label, packaging and every product received.
A clear video showing the product’s first use, connection or functional test, where applicable.
Clear photographs showing the product condition, model, connector, damaged area, defect or incorrect item.
The relevant order number and a written explanation of the issue.
Any other photographs, videos or supporting documents requested by the Company.
The unboxing video must begin before the package is opened and must not contain cuts, pauses or edited sections. The item and all included components should remain clearly visible during the recording.
Submission Within 24 Hours
A complete request must be emailed to protrade_hub@outlook.com within 24 hours of receiving the item.
Requests received after this 24-hour period will not be accepted. Claims submitted without the required continuous unboxing video, first-use video where applicable, photographs, order information or additional evidence requested by the Company will also be rejected.
Verification and Decision
PROTRADE HUB SDN. BHD. will evaluate the evidence against the confirmed order and the product information advertised on the website.
Submission of a request does not guarantee approval. The Company may ask for further testing videos, photographs or device information where necessary to identify the issue.
If a request is verified and approved, the customer will receive instructions concerning the available return, replacement, exchange or refund arrangement. No product should be sent back without prior written authorisation.
This Policy is administered by PROTRADE HUB SDN. BHD., Registration No. 202501047797 (1649205-V). All requests and supporting evidence must be submitted to protrade_hub@outlook.com.