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Returns & Refunds
What to do if the product is faulty, or not what you expected.
Last updated: 2026-09-14 · LOCAFI by Newstead Ecom Enterprise
- Return window
- A return or refund request has to be submitted within the request period shown on your order at the platform you bought from.
- Condition of a returned item
- The product, its accessories and its packaging should come back complete. Damage caused by mishandling, by misuse, or by not following the instructions may not qualify for a return or refund. The outcome follows the platform's own rules and what the inspection finds.
- Warranty period
- We do not publish a fixed warranty period. If you want the after-sales cover confirmed before you buy, message LOCAFI on WhatsApp.
- Exchanges
- If you receive the wrong product, a missing accessory, or something that is not working as it should, keep the packaging and send us your order details with photos or a short video so we can check it. Once that is confirmed, we arrange the next step through the platform's own process.
- How a refund is paid back
- An approved refund is processed through the platform you bought from and returned to the payment method you used. How long it takes to appear depends on the payment provider or your bank.
If it arrives faulty
If your LOCAFI does not power on, will not pair, or is physically damaged when it arrives, message us. Send your order number, a photo of the product, and a short video of what happens when you try to use it. That is almost always enough for us to sort it out without posting anything back and forth first.
Buying through a marketplace
A marketplace order is covered by that marketplace's own return and refund process, including its return window and its payment protection. Opening a case there is usually the fastest route, and we will work with you through it. Message us as well, so we know it is happening.
Sending an item back
Where a return is agreed, send the product back with its accessories and packaging. A tracker that has been taken apart, drilled, or damaged by being fitted somewhere it should not have been is unlikely to qualify — the placement guidance on our product page exists partly for this reason. Whether any particular return is accepted is decided by the platform you bought from, together with what the inspection finds.
Your rights as a consumer
Nothing on this page limits the rights you have under Malaysia's Consumer Protection Act 1999 for goods that are faulty or not as described.