Return, Refund and Exchange policy

1. General Policy

All items sold by MEGAMART ONLINE SDN BHD are non-refundable and non-exchangeable once the order has been successfully placed and delivered, except in the circumstances stated below.

A return, refund, or exchange may be considered if:

  • The wrong item was sent by the Company.
  • The item received does not match the specifications, description, features, or information advertised on our website.
  • The item received is spoiled, damaged, or defective upon delivery.
  • The delivery exceeds the estimated delivery timeline stated in our Shipping Policy.

Requests that do not fall under the circumstances above may not be accepted.

2. Evidence Required

For any return, refund, or exchange request, customers must provide sufficient evidence to support their claim. Depending on the nature of the request, the following may be required:

  • A clear and continuous unboxing video showing the unopened parcel, shipping label, packaging, and the item received.
  • A clear video showing the first use of the item, where applicable.
  • Clear photographs showing the condition of the item, packaging, shipping label, or any damage or defect.
  • Order details, including the order number and relevant purchase information.
  • Any other supporting documents or evidence reasonably requested by MEGAMART ONLINE SDN BHD.

The evidence provided must clearly demonstrate the condition of the parcel and item upon receipt.

3. Request Period

All return, refund, and exchange requests must be submitted to megamart_online@outlook.com within 24 hours of receiving the item.

Customers are advised to inspect their parcel and item immediately upon delivery and record the required unboxing evidence before opening or using the product.

Any request submitted after the 24-hour period will not be accepted.

Requests submitted without the required evidence may also be rejected.

4. Review and Approval

All return, refund, and exchange requests are subject to review and approval by MEGAMART ONLINE SDN BHD.

Upon receiving a request, the Company may review the submitted photographs, videos, order details, and other supporting evidence before determining whether the request qualifies under this Policy.

If the request is approved, the Company will provide further instructions regarding the return, replacement, exchange, or refund process.

Customers must not return any item without receiving prior approval and instructions from the Company.

5. Refunds

Where a refund is approved, the refund will be processed using the applicable payment method or procedure determined by the Company.

The processing time for the refund may vary depending on the payment provider, bank, or financial institution involved.

MEGAMART ONLINE SDN BHD shall not be responsible for delays caused by banks, payment gateways, or other third-party payment providers.

6. Exchanges and Replacements

Where an exchange or replacement is approved due to an incorrect, damaged, defective, or incorrectly described item, the Company may provide a replacement or alternative resolution, subject to product availability.

If the same item is unavailable, the Company may offer an alternative solution at its discretion.

7. Non-Eligible Requests

Return, refund, or exchange requests will generally not be accepted where:

  • The request is submitted more than 24 hours after the item was received.
  • The required unboxing video or supporting evidence is not provided.
  • The item has been used, damaged, altered, washed, or modified by the customer, where applicable.
  • The issue is caused by improper handling, misuse, or negligence after delivery.
  • The reason for the request does not fall within the circumstances covered by this Policy.

8. Contact Us

For any return, refund, or exchange request, please contact us at:

Email: megamart_online@outlook.com

Please include your order number, a description of the issue, relevant photographs or videos, and any other supporting evidence when submitting your request.

MEGAMART ONLINE SDN BHD reserves the right to review each request individually and make the final determination based on the circumstances and evidence provided.