Return & Refund | ONESHOP | 1 Utama Online Shopping Centre

Return & Refund

31)  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:

a) West Malaysia: Within 7 days from the date you received the item.
b) East Malaysia: Within 14 days from the date you received the item.
c) Digital vouchers: Within 7 days from the date you or your recipient received the digital vouchers.


32) 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, unfit for its intended purpose, or has a manufacturing defect.
b) The item is incorrect or does not match your order or the merchant’s listings.
c) The delivery of the item does not comply with the specifications regarding packaging or delivery method provided by the merchant.
d) The delivery of the item is delayed due to the fault of the operator or merchant.
e) 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, etc., are strictly non-refundable under any circumstances.
b) Products stated in product details as strictly no refund or no return allowed are strictly non-refundable under any circumstances.


33) 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

34) 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 convenience reasons will be the responsibility of the customer. This includes any delivery charges imposed by our courier delivery service provider (where applicable).

35) How to return purchased item(s)?

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 31. 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. Follow these steps:

a) Send a return request email to, and our Customer Service personnel will reply and share the Return Request Form for you to fill in.
b) Fill out the Return Request Form and return it to us.
c) Upon receiving the Return Request Form, we will initiate the return and you will then receive an email containing a return label from us (if applicable).
d) Print the return label from the email and affix it to the package you intend to return to us.
e) Our courier partners will pick up the parcel from your specified address, or you may drop off your return shipment at a ServicePoint.
f) Once we receive the returned product from you, we will send you an email (subject: Return and Replacement Confirmation). After examining the items, if the terms and conditions are met, you will be refunded the product value and the shipping fee incurred for returning the product in UPoints.


36) 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 32 (a-d, excluding e). 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).


37) 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 at 1 Utama Shopping Centre. The UPoints are expected to be credited into your ONECARD account within 3-5 working days after receiving the Return Confirmation email.

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