FAQ

Terms and Conditions

 Terms and Conditions

These Terms and Conditions of Service (“Terms”) govern your use of Services provided by S&Y Printing Sdn Bhd (Company No. 1121754-T). (“we”, “us”, “our”, or “S&Y”). These Terms are a binding legal agreement between you or the entity you represent (“you” or “your”) and S&Y Printing Sdn Bhd. For the purpose of understanding, compliance and better user experience, we appreciate if you could read and understand all the terms and conditions stated herein.

“Services” means our website, and/or web applications, any other S&Y products or services that link to or reference these Terms. Services includes without limitation any products and services provided through https://syprinting.com.my/home/home and any content provided or licensed by S&Y Printing Sdn Bhd.

A “user” is you or anyone who accesses, browses, or in any way uses the Site. If you sign up for the Services using an email address and/or other information supplied by your employer or another entity, then: (a) you will be deemed to represent your employer or that entity (b) your click to accept will bind your employer or that entity to this Agreement; and (c) the word “you”, “your” or “user” in this Agreement will refer to your employer or that entity.

S&Y Printing Sdn Bhd reserves the right to amend these terms at any time without prior notice. Your continued use of the site constitutes acceptance of any such changes.

 

Artwork Guidelines

Customer Responsibility

 

We do not offer design or editing services. Please be informed that you are responsible for reviewing and submitting print-ready artwork.

File Format

Please be informed that the following accepted formats for the artworks are:

• JPEG/TIFF (actual size, CMYK)
• For die-cut/white ink jobs: AI (CS6), with outlined fonts, embedded images, and correct layering.

Artwork Check & Liability

We do not offer file proofing. Files submitted with issues (e.g., incorrect size, overprint enabled, low resolution) are the customer’s responsibility. Orders may be cancelled if artwork cannot be used.

Prohibited Content

Customers must not submit artwork that:

• Violates copyright or intellectual property rights;
• Contains illegal or defamatory content; and
• Any contents that are not in line with the laws and regulations.

 

We shall not in any way responsible and/or liable for any breach and/or infringement of laws, rules, by-laws, orders, directives and/or contracts in production of you artwork. You shall keep us indemnified from all the losses and damages suffered that may incur as a result of processing and producing your artworks and/or any other orders.

 

Orders, Cancellations & Refunds

Finality of Orders

Once an order is submitted and payment is completed, it is considered confirmed. In general, cancellations or changes are not permitted unless one of the following conditions is met:

 

Cancellable upon review (refund to your wallet on our website)

The artwork file does not meet our requirements, and you are unable to provide a corrected version. The refund will be credited to your account wallet on our website and may be used for a reorder. Refunds will not be issued to bank accounts, in cash, or via any other payment method.

 

Non-cancellable under all circumstances

The order has entered the printing stage.

 

Out of stock

If the product is unavailable due to insufficient stock on our side, a full refund will be issued via online bank transfer to the original payer’s account or credited to your account wallet on our website. We sincerely apologize for any inconvenience caused and appreciate your understanding.

 

Conditional Cancellations

Cancellation requests are subject to review and may or may not be approved. All cancellation requests are subject to our sole discretion, and we reserve the right to make the final decision.

 

Cancellation may be denied or subject to a fee under the following circumstances:

• The order is in the checking stage
• Materials have already been purchased or prepared
• Stand-only orders have been prepared, are in production, or are ready for customer collection

Notice:  All orders are considered confirmed once submitted.

If a cancellation is approved by the company, a RM10 cancellation fee will be charged to cover layout, manpower, administrative, and material preparation costs.

 

In such cases, the refund will be credited to your account wallet on our website and may be used for future orders.

Refunds will not be issued to bank accounts, in cash, or via any other payment method.

Printing & Product Disclaimer

Kindly take note that all printings & products may not be 100% accurate in actual size, as such please be informed as follows:-

Size Accuracy

Tolerances apply. For every 10 feet of material:

• Most of the Materials: ±1–2 inches
• Mounting Materials: ±5mm–20mm
• Acrylic Materials: –5mm–20mm
• Fabric: ±2–5 inches (due to heat-drying shrinkage)

 

Colour Disclaimer

Colours on-screen may differ from printed output. Colour matching is not guaranteed. Customers requiring specific shades must order a colour proof. Repeat orders may vary slightly. After you receive the desired colour, you may place a new order within seven days using the same CMYK settings, based on the sample colour proof. In order to achieve a similar result as the previous order, kindly include a remark stating “Colour to follow sample”, and you shall then pass the said sample to the pick up area together with the Order Number.

For fabric materials, we do not recommend printing a colour proof, as colour consistency in repeat orders cannot be guaranteed due to temperature variations.

Nevertheless, please take note that we do not in any way guarantee that the repetitive order may achieve the exact and/or same colour as per the sample provided.

In any event that perfect colour-matching is compulsory and there can be no tolerance in any form of variation of the products, we would advise you not to proceed with the said order, as we shall not, in anyway, be responsible for such specific requirements and standard as required by you.

 

Printing & Finishing Disclaimer

Please note that minor imperfections may occur, as printing and finishing processes are not flawless. Due to the nature of printing, slight issues such as fine lines, especially in light or gradient colours, ink smudges, colour drops, or small ink stains may appear.

Additionally, most finishing processes, such as joining, cutting, sewing, and gluing, are done and completed by hand. As a result, slight variations are inevitable and shall not be considered as defect. These factors are not valid grounds for returns or exchanges.

 

Payments

Payment Methods

Payments must be made via online instant transfer to our Public Bank Account No.: 319 364 9219. In any event that payment method is other than online instant transfer, please note that your order will only be processed once full payment has been received and confirmed. Kindly ensure that the payment is successfully deposited before uploading the proof of payment during checkout to facilitate a smooth and timely processing of your order.

 

Refund & Deposit Policy

• Mistaken payments or overpayments will be credited to your online account.
• Wallet funds are non-transferable and non-refundable.
• Top-up promotion funds are strictly non-refundable, non-transferable and can only be used for online purchases.

 

Delivery

Delivery Failure

Kindly take note that in any event that delivery of the final / finished products fails, and we receive no response from you within reasonable time, your order will be automatically returned to our HQ (Kepong). Additional charges will apply for redelivery.

 

 

Proof of Delivery

A recipient’s signature is required. If unavailable, the parcel may be left with a receptionist or equivalent, and their signature shall serve as proof of delivery. Upon the parcel being duly delivered to you based on the abovementioned method, we shall discharge and shall not hold any responsibility and liability that the said parcel that was later stolen, missing and/or any circumstances that will prejudice our position due to your failure to collect the parcel upon our delivery to you.

 

Turnaround Time

Turnaround begins after payment and valid artwork approval, subject to our Cut-off times as mentioned herein below as well as any notice of closure that may be announced by us from time to time. Please take note that we do not have the responsibility to ensure that you are aware and/or notified of our closing hours and/or closure notice. Nevertheless, in any event that we will be closing temporarily due to public holidays, inspections and/or any other events, we will notify the same on our websites and all the other relevant social media platforms. Upon such announcement, it shall be deemed duly announced to the public on the said closing date.

 

Please be informed that our usual Cut-off times are as follows:

• Same-day jobs: Monday to Friday: 5:00 PM, Saturday: 12:00 PM
• Next-day/3-day jobs: Monday to Friday: 6:00 PM, Saturday: 12:30 PM

 

Sundays and public holidays are not counted and are not considered as turnaround time.

 

Disposal of Uncollected Orders / Parcels

Please be informed that if any orders/parcels that are not collected within 30 days from the date of notification of collection, we shall reserve the right to dispose and/or discard the same without any further notice to you and shall not be liable and responsible of any losses and damages suffered by you.

 

Price Variation

Kindly take note that S&Y Printing at all material point of time, reserves the right to revise, vary and/or alter the final price of all the products as all the prices are based on estimation of the current costs of productions, whereby all the products price may vary due to unforeseen circumstances, unless otherwise agreed by both parties.

 

Limitation of Liability

To the maximum extent permitted by law, in no event shall we shall be liable for any indirect, incidental, special, exemplary, or consequential damages arising out of or in connection with the services, whether or not we have been advised of the possibility of such damages or from any communications, interactions or meetings with other users of the site or services, on any theory of liability (including contract, tort including negligence, or howsoever otherwise) arising out of, in connection with, or resulting from the services. The provisions of this section allocate the risks under these terms between the parties, and the parties have relied on these limitations in determining whether to enter into these terms.

 

Indemnification

You shall indemnify and hold harmless S&Y Printing Sdn Bhd, its affiliates and licensors and their respective officers, directors, employees, contractors, agents, licensors and suppliers from and against any claims, liabilities, damages, judgments, awards, losses, costs, expenses or fees resulting from your or your end users’ violation of these Terms or you or your end users’ use of the Services or any Output.

 

Termination of Usage

In any event that there is any breach of terms and conditions and/or any grounds of suspicion of violations, S&Y reserves the right and absolute discretion to terminate and/or suspend the Users’ access and/or accounts until further notice.

 

User Conduct and Defamation

In S&Y, we uphold respectful and transparent communications between parties and it is our policy that we have zero tolerance against disrespectful and unreasonable customers and it is as such we reserve the right to suspend or terminate access to our site for any user who posts defamatory or false content. Legal action will be taken against parties damaging our reputation through unsubstantiated and baseless public comments.

 

Governing Law

These Terms and Conditions are governed by the laws of Malaysia. Any disputes shall be resolved under the jurisdiction of the Malaysian courts.

 

Privacy Policy

Your privacy is important to us. This Privacy Policy (“Policy”) applies to services provided by S&Y Printing Sdn Bhd (“we”, “us”, or “Company”) and our website, or other platform (collectively, the “Services”) explains what information we collect from users of our Services (a “user”, “you”, or “your”), including information that may be used to personally identify you (“Personal Information”) and how we use it. We encourage you to read the details below. This Policy applies to any user or visitor to or user of our Services. We will be the controller of your personal data provided to, or collected by or for, or processed in connection with, our Services. We reserve the right to change this Policy at any time. We will notify you of any changes to this Policy by sending notice to the primary email address specified in your account or by a prominent notice on our website. Significant changes will go into effect thirty (30) days following such notification. Non-material changes or clarifications will take effect immediately. You should periodically check our website, including this privacy page, for updates. You acknowledge that your continued use of our Services after we publish or send a notice about our changes to this Policy means that the collection, use and sharing of your Personal Information is subject to the updated Policy.

 

We will only collect and process Personal Information about you where we have lawful bases. Lawful bases include consent (where you have given consent), contract (where processing is necessary for the performance of a contract with you (e.g. to deliver the Services you have requested)) and “legitimate interests”. We collect information that you give us when you create an account, contact us, or otherwise access or use our Services, any information you voluntarily submit to us, and information regarding how you use the Services. Specifically, the foregoing includes: Your internet protocol address (i.e., IP address) and, if you access the Services from a mobile application, your unique mobile device ID number and non-email authentication. Your name, email address, postal address, telephone number, profession, profile picture, and your responses to surveys that we may ask you to complete for research purposes or to help direct Company activities, the contact information of your representative, your social media account information Details of any financial transactions you participate in on the Services, including the amount, currency, and method of payment. Browser and device information and information collected through technologies such as cookies.

 

E-Invoice

• When you use our websites or avail the Services, we seek or collect, amongst others information such as Customer Name, Bill to Address, Ship to Address, Place of Supply, Registration Number, SST Number, TIN Number, Email, Name, Phone number, Designation, Supplier’s Name, Supplier’s TIN, Supplier’s Registration/Identification/ Passport Number, Supplier’s SST Registration Number, Supplier’s e-mail, Supplier's MSIC code, Supplier’s

Business Activity Description, Buyer’s Name, Buyer’s TIN, Buyer’s Identification Number/ Passport Number, Buyer’s SST Registration Number, Buyer’s e-mail, Supplier’s Address, Buyer’s Address, Supplier’s Contact Number, Buyer’s Contact Number, e-Invoice Version, e-Invoice Type, e-Invoice Code/Number, Original e-Invoice Reference Number, e-Invoice Date and Time, Invoice Currency Code, Currency Exchange Rate, Frequency of Billing, Billing Period, Classification, Description of Product or Service, Unit Price, Tax Type, Tax Rate, Tax amount, Details of Tax Exemption, Amount Exempted from Tax, Subtotal, Total Excluding Tax, Total Including Tax, Quantity, Measurement, Discount Rate, Discount Amount, Payment Mode, Supplier's Bank Account Number, Payment Terms, Payment Amount, Payment Date, Payment Reference Number, Bill Reference Number, Date and Time of Validation, Issuer’s Digital Signature, IRBM Unique Identifier Number that helps us confirm your identity and facilitate provision of the Services through our Platform. No liability pertaining to the authenticity/ genuineness of the information disclosed will lie on the Company. Further, the Company will not be in any way responsible to verify any information obtained from you.

 

• We collect mobile numbers, e-mail addresses that you provide us on the websites and use the same for sending various communications to you.

 

• We do not collect any sensitive personal data or information, save and except as required and permissible under law.

 

• When you visit our websites or avail the Services, we may collect certain information about your interaction with our websites including the pages that you view, your internet protocol address, the links you select or actions you take, browser type, the unique identifier of your device and device information such as operating system, operating system version, browser plug-ins, crashes, system activity, hardware settings, location based information, date and time of your request and referral URL, and cookies that may uniquely identify your browser and mobile application and the previously visited webpage.

 

Warranties and Guaranties

For the purpose of clarification, save and except expressly stated, S&Y hereby states that we do not in any way provide any warranty or guarantee on customer satisfaction on any of our goods and/or services provided and we shall not be held liable and responsible for losses and damages as a result of your unilateral expectations on us. Nevertheless, we promise to always deliver our best service to you.