Return & Refund

1. What is your return policy?

All returns of items and requests for a refund or replacement must be made within the following time frames, based on the delivery address location:

West Malaysia: Within 7 days from the date you received the item.
East Malaysia: Within 14 days from the date you received the item.
Electronic vouchers: Within 7 days from the date, you or your recipient received the electronic vouchers.

2. Under what conditions can I return my item(s)?

You may return the item(s) and request a refund or replacement under the following conditions:

a) The item is not of merchantable quality or fit for its intended purpose or has a manufacturing defect.
b) The item supplied by the merchant is damaged.
c) The item is incorrect or does not match your order or the merchant's listings.
d) The delivery of the item does not comply with the specifications regarding packaging or delivery method provided by the merchant.
e) The delivery of the item is delayed due to the fault of the operator or merchant.
f) At the customer's convenience, as long as the cancellation is within the operator's return policy and within the specified time frame above.

Please note that:
a) Perishable goods such as biscuits, cakes, and chocolates and etc are strictly non-refundable under any circumstances.
b) Product stated in product details that strictly no refund or no return allowed are strictly non-refundable under any circumstances.

3. What are the guidelines I should adhere to if I want to return an item?

To request a refund or replacement of the same item, please ensure that you meet the following guidelines:

a) Return the item within the specified time frame.
b) Requests for a replacement must be for the same item with the same retail price, subject to the merchant's confirmation of availability.
c) The product must be returned in the same condition as when it was originally received.
d) If applicable, the product must be in its original packaging.
e) Provide proof of purchase, such as the invoice and courier delivery slip that shows the postage paid for returning the item to the operator.
f) Ensure that product tags have not been removed or tampered with.
g) Items specified as "Non-returnable/refundable/replaceable Items" cannot be returned, refunded, or replaced.
h) ONECARD Gift Cards with their value in UPoints credited into them are not refundable under any circumstances.

4. Will I be charged for any costs or expenses arising from the return, refund, or replacement?

Any costs and expenses, including transaction charges and bank fees, associated with the return, refund, or replacement requested by the customer for reasons of convenience will be borne by the customer. This includes delivery charges imposed by our courier delivery service provider (where applicable).

5. How do I return a purchased item from ONESHOP?

i. Return at Concierge:
You can bring the item you wish to return to the Concierge on the 3rd Floor Highstreet of 1 Utama Shopping Centre within the specified time frames stated in item 1. Our friendly Customer Service Personnel will examine the item and, if it is in an acceptable condition, you will be required to fill out an item return form.

ii. Return via Courier:
Alternatively, if you are unable to bring the items to the Concierge, you can send them back to us via courier.

6. Will the shipping fees for returns be covered by ONESHOP?

Yes, we will cover the shipping fee for your returns in any circumstances stated in item 2 (A-E, except F). However, if the reason for return is due to customer convenience (such as not liking the product), the return shipping fee will not be reimbursed to the customer. For example, if your purchase is RM50 with an additional RM10 postage fee, and the return postage fee is RM6, we will refund RM50 + RM6 (the postage fee you paid to return the item to us).

7. How long does it take to process the refund?

Refunds will be issued to you in UPoints, which can be used for your next purchase on ONESHOP or 1 Utama Shopping Centre. The UPoints are expected to be released into your ONECARD account within 3 working days after receiving the Return Confirmation email.