Delivery, Shipping, Refund & Cancellation Policy

1Delivery & Shipping Policy

1.1 Coverage

• Delivery is available nationwide throughout Malaysia, including Sabah and Sarawak.
• There are no excluded delivery areas, subject to courier accessibility.
• Our primary delivery partner is GDEX. We reserve the right to use alternative couriers where necessary.

1.2 When Delivery Begins

Delivery is only arranged after all of the following have been completed:

• Application has been approved;
• Rental Agreement has been signed by the Customer; and
• Required deposit and/or upfront payment has been received in full.

1.3 Delivery Timeline

• Standard delivery is within 3 to 7 working days after the above conditions are met.
• Delivery timelines may be affected by stock availability, courier delays, public holidays or events beyond our reasonable control.

1.4 Delivery Charges

• Delivery fees are borne by the Customer and will be quoted before order confirmation.
• Delivery fees are non-refundable once the device has been dispatched, including in the event of a cancellation or refund.

1.5 Self-Collection

• Customers may opt to self-collect the device at any of our authorised outlets.
• Main outlet: Block B, Suite B607, Oasis Square, Jalan PJU 1A/7, Ara Damansara, 47301 Petaling Jaya, Selangor.
• The applicant must personally collect the device and present their original NRIC (MyKad) for verification.
• Collection by a representative or third party is not permitted.

1.6 Receiving the Device

• The applicant must personally receive the device upon delivery.
• We do not permit a third party to receive the device on the Customer’s behalf.
• Customers are encouraged (but not required) to inspect the device immediately upon receipt.
• Damage, defects or missing items must be reported to us within 24 hours of receiving the device. Reports made after this period may not be entertained.

1.7 Address Changes

• Customers may request a change of delivery address before the device is dispatched.
• Once the device has been shipped, the delivery address cannot be changed.
• It is the Customer’s responsibility to provide a complete and accurate delivery address. Any redelivery fees or losses arising from an incorrect address provided by the Customer shall be borne by the Customer.

1.8 Stock Availability

• If the selected model, colour or storage variant is out of stock, we will contact the Customer to discuss alternative options.
• If no acceptable alternative is agreed upon, the Customer may choose to wait for restock or request a full refund of any amounts already paid (subject to Section 3).

1.9 Loss or Damage During Transit

• Devices in transit are covered by delivery insurance.
• Any loss or damage reported within the 24-hour window described above will be handled by us through our insurance and replacement process at no additional cost to the Customer.

1.10 Failure or Refusal to Receive

• If a Customer delays or refuses to receive the device after approval and payment, the Rental Agreement remains in force and rental instalments will continue to fall due as scheduled.

2Cancellation Policy

2.1 Before Approval

• Customers may cancel their application at any time before approval, with no charge.

2.2 After Approval, Before Agreement Signing or Payment

• Customers may cancel after approval but before signing the Rental Agreement or making payment, with no charge.

2.3 After Payment, Before Delivery / Collection

Customers may cancel after signing the Rental Agreement and making payment, provided the device has not yet been delivered or collected.

• Any deposit and/or upfront rental paid will be refunded in accordance with Section 3 (Refund Policy).
• Delivery fees, if already incurred, are non-refundable.

2.4 After Device Handover

• Once the device has been delivered to or collected by the Customer, the order cannot be cancelled.
• The only exceptions are verified defective or wrong-item cases, which are handled under Section 5 (Defective Devices & Warranty).

2.5 Cooling-Off Period

• There is no separate cooling-off period beyond the cancellation rights described in this Section.

2.6 Change of Mind After Receiving the Device

• GoFlexi is subject to a minimum lock-in period of 3 months.
• During the lock-in period, Customers may not terminate the Rental Agreement for change of mind. Rental instalments remain payable in full.
• After the 3-month lock-in period, Customers may return the device and walk away from the plan with no further obligation, and the deposit will be refunded in accordance with Section 4 (Deposit Treatment).

2.7 Failed or Rejected Applications

• Payments are only collected after the application has been verified and approved. Customers whose applications are rejected at the verification stage will therefore not be charged.

2.8 Stock Fulfilment Issues

• If GoAnsuran is unable to fulfil the order due to stock issues, we will first discuss alternative options with the Customer.
• If no agreement is reached, the Customer will receive a full refund of all amounts paid.

2.9 No Cancellation Fee

• No admin or processing fees will be deducted for cancellations made under this Section, save for the non-refundable delivery fee where applicable.

3Refund Policy

3.1 Refundable Payments

Before device handover, the following payments are refundable:

• Deposit; and
• Upfront rental payments.

3.2 Non-Refundable Payments

• Delivery fees, once the device has been dispatched.
• Deposit, if the Customer terminates the Rental Agreement during the 3-month lock-in period (see Section 4).

3.3 Refund Timeline

• Approved refunds will be processed within 7 working days from the date the refund is approved.
• Actual time of receipt may vary depending on the Customer’s bank or original payment provider.

3.4 Refund Method

• Refunds will be made either to the original payment method (e.g. card / payment gateway) or via direct bank transfer, at our discretion.
• Bank transfer refunds will only be made to a bank account held in the Customer’s own name. Refunds to third-party accounts are not permitted.

3.5 No Deduction of Fees

• Payment gateway charges, processing fees and administrative fees will not be deducted from refunds.

4Deposit Treatment

4.1 General

• A deposit may be collected as part of the GoFlexi plan. The treatment of the deposit at the end of the contract depends on the Customer’s chosen outcome.

4.2 Returning the Device at End of Contract

• If the Customer returns the device at the end of the contract in acceptable condition, the deposit is refundable, subject to deductions under Section 4.3.

4.3 Permitted Deductions From Deposit

We may deduct from the deposit any of the following:

• Any outstanding rental or other amounts due under the Rental Agreement;
• Physical damage to the device beyond normal wear and tear;
• Missing accessories or original packaging items;
• Late payment penalties or charges;
• Repair costs for issues excluded from warranty (see Section 5).

4.4 Customer Default

• If the Customer defaults on rental payments or otherwise breaches the Rental Agreement, we may apply the deposit towards any outstanding amounts owed.

4.5 Choosing to Own the Device

• If the Customer chooses to own the device at the end of the contract, the deposit will be applied (“burned”) towards the ownership cost. It will not be refunded separately.

4.6 Upgrading to a Different Device

• If the Customer upgrades to another device during or at the end of the plan, the existing deposit will be retained and carried over.
• If the new device is of higher value, the Customer must top up the difference in deposit and/or rental as applicable.

4.7 Early Termination

• During the 3-month lock-in period: the deposit will be forfeited if the Customer terminates the Rental Agreement early.
• After the 3-month lock-in period: the deposit is refundable, subject to deductions under Section 4.3.

5Defective Devices & Warranty

5.1 Our Devices

• GoFlexi focuses on quality used devices in as-new condition. Each device is inspected before being released to the Customer.

5.2 Defective on Arrival

• If the device is defective upon receipt, the Customer must report it to us within 24 hours of delivery or collection.
• Verified defective units will be replaced. Replacements are typically dispatched within 3 to 7 working days, subject to stock availability.
• Replacement units may be from our inspected used inventory in as-new condition.

5.3 Warranty Handling

• Warranty claims are handled directly by GoAnsuran, or on the Customer’s behalf with the relevant service centre, depending on the case.
• Customers should contact us first before approaching any third-party service centre.

5.4 Warranty Exclusions

The following are not covered under warranty:

• Water or liquid damage;
• Drop or impact damage;
• Misuse or improper handling;
• Unauthorised repair, modification or tampering; and
• Missing parts or accessories.

5.5 Rental Payments During Warranty / Repair

• Monthly rental payments must continue as scheduled during any warranty, repair or replacement period.
• Suspension of rental payments is not permitted while the device is under repair or replacement.

6Contact Us

For any questions, cancellation requests, refund queries or warranty claims, please contact us at: