iStoreiSend Legal & Compliance Document

Applicable to istoreisend.com & istoreisend-wms.com

Part I — Privacy Policy

1. Introduction

This Privacy Policy (“Policy”) describes how iStore iSend (“Company,” “we,” “our,” “us”) collects, uses, stores, transfers, and protects personal data in connection with its websites, services, and warehouse management systems. By accessing istoreisend.com and istoreisend-wms.com, you acknowledge that you have read, understood, and agreed to the practices described in this Policy.

2. Definitions

Personal Data: Any information relating to an identified or identifiable natural person.

Processing: Any operation performed on personal data (e.g., collection, storage, transfer, deletion).

Controller: iStore iSend, which determines the purposes and means of data processing.

Third Parties: Couriers, payment processors, customs authorities, insurers, IT vendors, and affiliated companies engaged in fulfillment.

3. Scope & Applicability

This Policy applies to:

Users of istoreisend.com and istoreisend-wms.com.

Customers, sellers, partners, and employees whose data is processed during fulfillment and logistics operations.

All services offered by iStore iSend, including order fulfillment, shipping, storage, and warehouse management.

4. Data We Collect

Identity Data: Name, address, email, phone number.

Account Data: Login credentials, transaction history.

Financial Data: Payment details, billing information.

Logistics Data: Orders, tracking numbers, shipment details, warehouse scans.

Technical Data: IP address, cookies, browser details, device identifiers.

5. Use of Data

We process personal data for:

Order and delivery management.

Warehouse and logistics operations.

Payment processing and fraud prevention.

Customer support.

Legal compliance (customs, tax, trade regulations).

Analytics, service improvements, and marketing (with consent).

6. Data Sharing

We share data with:

Logistics providers (DHL, FedEx, UPS, regional couriers).

Payment processors and banks.

Customs authorities and regulators.

IT service providers hosting and maintaining WMS systems.

Insurance providers handling claims.

We do not sell personal data.

7. International Data Transfers

Where data is transferred outside Malaysia, appropriate safeguards (e.g., Standard Contractual Clauses, equivalent protections) will be applied.

8. Data Retention

Customer orders: Retained for 7 years (legal compliance).

Account information: Retained until account closure.

Cookies & analytics: Retained up to 24 months.

9. Data Subject Rights

Under PDPA Malaysia, GDPR, and similar laws, you may request:

Access to your data.

Correction of inaccuracies.

Erasure (subject to retention obligations).

Restriction or objection to processing.

Portability of data.

10. Security Measures

We employ:

Encryption of data in transit and at rest.

Restricted employee access.

Regular audits and penetration testing.

11. Cookies & Tracking

We use cookies, pixels, and analytics tools. Users may manage preferences through their browser settings.

12. Complaints

If you believe your rights have been violated, you may contact our Data Protection Officer or escalate to the Personal Data Protection Commissioner (Malaysia).

Part II — Terms & Conditions

1. Introduction

These Terms & Conditions (“Terms”) govern the use of our websites and services. By using istoreisend.com or istoreisend-wms.com, you agree to these Terms.

2. Eligibility

You must be at least 18 years old and legally capable of entering contracts.

3. User Accounts

Account credentials must be kept secure.

Users are responsible for all activities under their account.

False or fraudulent information may result in suspension.

4. Services Provided

We provide:

Order fulfillment.

Storage and warehouse management.

Domestic and international shipping.

IT-enabled logistics solutions.

5. Orders and Payments

Orders are subject to acceptance and availability.

Payment must be made through approved channels.

Fraudulent or suspicious orders may be canceled.

6. Customer Obligations

Provide accurate shipping and customs details.

Comply with local and international export laws.

Avoid shipping prohibited goods (weapons, hazardous items, counterfeit).

7. Intellectual Property

All content, trademarks, and software remain the property of iStore iSend. Unauthorized use is prohibited.

8. Liability Limitations

We are not liable for delays caused by customs, strikes, natural disasters, or third-party carriers.

Liability for lost or damaged shipments is capped at the declared value unless additional insurance is purchased.

9. Indemnification

Users agree to indemnify and hold harmless iStore iSend from claims arising from misuse of services.

10. Governing Law

These Terms are governed by the laws of Malaysia.

Part III — Refund, Return & Cancellation Policy

1. Returns

Items may be returned within 14 days if unused and in original packaging.

Non-returnable items include perishable goods, digital downloads, and customized items.

2. Refunds

Refunds processed within 7–14 business days.

Shipping charges are non-refundable.

Partial refunds may apply.

3. Cancellations

Cancellations permitted before order processing.

Once shipped, cancellation is not possible.

4. Damaged or Lost Goods

Claims must be submitted within 7 days of receipt.

Compensation capped at declared value or insurance coverage.

Part IV — Shipping & Delivery Policy

1. Processing

Orders are processed within 1–3 business days.

2. Delivery Times

Domestic: 2–5 business days.

International: 7–15 business days.

3. Tracking

Tracking numbers will be provided via email.

4. Duties & Taxes

Import duties, VAT, and customs fees are the responsibility of the recipient.

5. Restricted Items

Hazardous materials.

Firearms & ammunition.

Counterfeit goods.

Illegal substances.

Part V — Service Level Agreement (SLA)

1. Fulfillment Commitments

Orders shipped within 48 hours of confirmation.

99% accuracy target for inventory and fulfillment.

2. WMS Uptime

WMS systems available 99.5% monthly uptime.

Scheduled maintenance notified in advance.

3. Remedies

Service credits or refunds where SLA failures are confirmed.

Part VI — Contact & Complaints

Data Protection Officer (DPO): 

Email: dpo@istoreisend.com

Address: MALAYSIA

STORE & SEND LOGISTICS SDN. BHD.

(Co.No.: 200901025173 (868274-H))

No 22, Jalan Meranti Puchong, D’25 @Meranti Puchong, 47120 Puchong, Selangor Darul Ehsan, Malaysia

+603 8063 0599

If unresolved, complaints may be escalated to the Personal Data Protection Commissioner, Malaysia.