Refunds & Returns
Our return policy allows for item returns and your choice of a full refund or replacement item. Returns for Ink Cartridge and Toner Cartridge click here.
You may want to return your order due to any of the following reasons:
The product is damaged in delivery
The product does not function as described in its manufacturer specification
Missing items or Parts
Missing items or parts as indicated in the packaging
The product does not match website specifications, description, or image (this issue is attributable to a website error or misinformation)
Unless otherwise stated in the product description, the general requirements for returns are as follows:
✓ Returned item must be shipped back to us within fourteen (14) calendar days. Countdown starts from the date you received the item to the post stamp stated on the parcel you return to us.
✓ You have proof of purchase (order number, buying invoice, delivery note or bank statement).
✓ The goods must be in new condition and returned in the original packaging along with all accessories (including manuals, warranty cards, certificate of authenticity) and free gifts or vouchers received with it.
✓ The product must not have been used or installed.
✓ All sealed items must not be opened.
Item after 14 days upon receipt:
Your item cannot be returned after 14 days upon receipt, it can only be serviced. We suggest you contact and send the item directly to its warranty center for prompt assistance. You can find all the contact information of your product's warranty center on the warranty card inside your package.
How to return an item?
Just follow these 5 easy steps:
• Login to your account.
• Go to "View your order history".
• Pick the order then mark the item to return and choose "Return Products".
• Fill in the online return form "Product Information And Reason For Return" and click continue.
• Once you've done the above, reply "Stock Return" to your Order Confirmation Email from "firstname.lastname@example.org". Our Returns team will get in touch with you within a day or two.
Upon receiving a confirmation call from our Returns Team, please send your returned package through Pos Laju (other courier service provides are also accepted) to:
Protonsonic (M) Sdn. Bhd. (Returns Department)
No 2-1 Jalan Prima 2,
Metro Prima 52100 Kepong,
Kuala Lumpur, Malaysia.
How do I track my return status?
Our team will send you an email when the parcel is being received
How long is the quality evaluation process?
Replacement or Refund process only begins after we have completed evaluating your returned product. This quality evaluation process may last up to 2 working days.
Return shipment cost
Does 365online covers the shipment cost for returns?
Yes. But shipment cost for returns needs to be paid by you first, then after scan and email us the shipping receipt + your account number to your Order Confirmation Email.
How long does it take to replace my item?
Replacement process begins after we have completed evaluating your returned product. This quality evaluation process may take up to 2 working days. We will send you an email once completed.
Please expect to receive your replacement within the following time frame:
• Klang Valley: 1 to 3 working days
• Peninsular Malaysia: within 3 working days
• East Malaysia (Sarawak, Sabah, Labuan): 3 to 7 working days
How do I know if replacement has been processed?
You will receive an email notification stating that we are now processing the replacement for your order. If we're delivering your item by courier, you will also be given a tracking number.
Refunds & Store Credit
What is store credit?
Store credit is a return mechanism worth equally to the value of product you ordered. You can use the store credit to purchase any item. Store credit can only be used for one-time purchase and is valid for 1 year.
How do I use my store credit?
If you have been issued a store credit, you will have received an email notification. The corresponding deduction will be applied to your total amount during checkout.
I have returned my item. How soon will I receive my refund?
Refund process begins after we have completed evaluating your returned product. This quality evaluation process may take up to 2 working days. We will send you an email notification once completed. To process your refund more quickly, you have the option to request a refund via gift voucher or store credit, which will be offered over the phone by our Returns Team. Otherwise, you will be refunded according to the following table:
Payment Method (at the time of purchase)
Processing Time (after return has been evaluated)
Credit Card or Debit Card
5 - 15 working days (depending on your bank)
1 - 3 working days
Shopping or Food Vouchers
1 - 3 working days
From time to time there may be errors on our website such as wrong pricing, wrong descriptions and offers for products that are not available or are no longer available. Despite anything else in these Terms, to the extent legally permitted, we may decline or cancel any orders that are affected by the error, even if the order has been confirmed and a credit card charged. If your credit card is charged for the purchase and we cancel the order, we will notify you and credit your credit card account for the amount charged.