Dead On Arrival (DOA) Product: System Failure Out of the Box
(DOA may apply only on selected Apple-branded models strictly based on the Apple’s DOA policy and guideline)
An Apple-branded hardware product is considered DOA if it shows symptoms of a hardware failure, preventing basic operability, upon its first use out of the box. If you believe that your product is DOA, please call 012-9698730, you must contact us within 24-hours from the time you received the product. Therefore, we advice you to unbox the product immediately to test the product. (Mac City reserves the right to reject any product return under DOA if we do not received any call regarding the incident within 24-hours from the time the product was received).
Mac City will arrange pick-up of the DOA unit from you within the next 24 to 48 hours after receiving your call.
Mac City do not offer any refund for any Apple branded products under DOA. However, Mac City will determine whether the product is DOA and offer you the following options:
(a) Replacement: We will replace to you the same product that you ordered either by delivering the product to you at our expense; or we may offer you an option to collect at the nearest Mac City outlet. Our online store representative will contact you regarding the procedure for returning the DOA product and the process of delivery (or collection) of the replacement product.
Product must be deemed DOA by Mac City Service Centre Staff (and/or by AppleCare Technical Support) in order to receive a replacement unit.
(b) Service: You may have the product repaired; however, once serviced, the product is no longer eligible for replacement.
Refund/return policy for Non-Apple branded product
Refunds or exchanges are only applicable to Non-Apple branded products and at the sole discretion of the Company. Refunds or exchanges must be within seven (7) days of purchase and is solely at the Company’s discretion.
Refunds or exchanges will not be provided if you simply want a different colour, change of specifications, change a non-defective unit for a different model/brand, or if you simply change your mind.
We may (at our sole discretion) accept refunds or exchanges, and to determine either to exchange or refund, in the event the goods:
Due to copyright issues, opened software cannot be returned. Please verify your system requirements before placing your order.
If we accept merchandise for return that does not fall into any of the above categories, we may charge a 15% restocking fee goods have been opened, or the packaging is damaged.
In some circumstances, we may need to send the goods to the manufacturer for assessment to determine whether you are entitled to an exchange, refund or repair. Evaluation process may take up to 14 to 21 working days depending on the evaluation process by the manufacturer. The Company shall be under no liability in respect of any defect arising from cosmetic defects, fair wear and tear, or any willful damage, negligence, subjection to normal conditions, failure to follow the Company's instructions (whether oral or in writing), or misuse or alteration of the goods.
Please be reminded that only Non-Apple branded accessories will be entitled for return or exchange and at the sole discretion of the Company. The Company will not be obliged to accept any goods that are damaged or tampered with in any way. Goods must be in new/original condition with all tags and packaging intact, with all packaging and manuals.
We highly recommend that you retain your proof of purchase. Mac City refunds process requires a minimum of 21 working days. Credit card refunds processing is subject to the Merchant bank’s processing time. For cash payments, refunds will be wired to your bank account. When returning a product for a refund, you will be asked for your name, address, signature & banking account number under YOUR name as authorization for the refund transaction into your back account or credit card. There are strictly no cash refunds available over the counter.
In the event that the Company approves for a refund or exchange, the customer will be notified of the appropriate procedures, which must strictly be complied with in order to ensure a smooth process.
There will be 2% charges for refund via credit card for administrative charges.
After seven (7) days of purchase, any requests for refunds or exchanges will not be entertained.