REFUND, RETURN & EXCHANGE POLICY

We want you to be satisfied with your purchase from the UNIMAS Official Merchandise Store.

This Refund, Return & Exchange Policy ("Policy") explains when a product may be returned, exchanged or refunded.

This Policy applies to purchases made through the UNIMAS Official Merchandise Store, subject to applicable Malaysian laws and regulations.

Nothing in this Policy is intended to exclude or restrict any consumer rights that cannot legally be excluded or restricted.

1. ELIGIBLE RETURNS

A product may be eligible for return where:

  • the wrong product was sent;

  • the wrong size, colour or variant was sent;

  • the product received is defective;

  • the product was damaged before or during delivery;

  • the product materially differs from its description; or

  • another issue is covered by applicable consumer protection law.

2. RETURN TIMEFRAME

Customers should contact us within 7 calendar days of receiving the product if they wish to request a return or exchange.

For damaged or defective products, customers should provide photographs or videos showing the issue.

We may request additional information to assess the claim.

3. PRODUCT CONDITION

Unless the product is defective, damaged or incorrectly supplied, returned products must generally be:

  • unused;

  • unworn;

  • unwashed;

  • unaltered;

  • in original condition;

  • accompanied by original packaging where reasonably possible; and

  • accompanied by proof of purchase.

Products showing signs of use, washing, alteration or damage caused by the customer may not qualify for return.

4. NON-RETURNABLE ITEMS

Unless required by applicable law, the following may not be eligible for return or exchange:

  • personalised or customised products;

  • products made specifically according to a customer's requirements;

  • promotional items identified as non-returnable;

  • products damaged through customer misuse;

  • products that have been washed or altered; and

  • products returned outside the applicable return period.

For hygiene or product-integrity reasons, certain products may also be excluded from return where permitted by law.

5. SIZE EXCHANGE

For apparel, customers may request a size exchange subject to:

  1. the request being made within the applicable return period;

  2. the product being unused and in original condition; and

  3. replacement stock being available.

If the requested size is unavailable, we may offer another appropriate remedy, subject to this Policy and applicable law.

Customers may be responsible for return delivery costs for size exchanges where the original product was correctly supplied.

6. WRONG ITEM RECEIVED

If we send you the wrong product, colour, size or variant, please contact us as soon as possible.

Where the error is confirmed, we will arrange an appropriate remedy, which may include:

  • replacement;

  • exchange;

  • refund; or

  • another remedy agreed with the customer.

Where the incorrect item was sent due to our error, we will bear the reasonable return and replacement delivery costs.

7. DEFECTIVE OR DAMAGED PRODUCTS

If a product arrives defective or damaged:

  1. contact us within 7 calendar days;

  2. provide your order number;

  3. provide photographs or video of the product and packaging; and

  4. do not dispose of the product until we have completed our assessment.

Depending on the circumstances, we may provide a replacement, exchange, repair, refund or other appropriate remedy.

8. CHANGE-OF-MIND RETURNS

Change-of-mind returns are not automatically guaranteed.

Where we voluntarily offer a change-of-mind return or exchange, the product must generally be unused, unworn and in original condition, and the customer may be responsible for return delivery costs.

This provision does not limit any statutory consumer rights that apply to the transaction.

9. REFUND PROCESS

Where a refund is approved, the refund will generally be made through the original payment method where practicable.

The timing of the refund may depend on:

  • the payment provider;

  • banking processes;

  • the refund method; and

  • the time required to inspect or verify the returned product.

Delivery charges may or may not be refundable depending on the reason for the return and applicable law.

10. PROMOTIONAL PRODUCTS

Products purchased under promotions, discounts, bundles or special campaigns may be subject to specific return conditions stated at the time of purchase.

Where a promotional condition conflicts with a non-excludable statutory consumer right, the statutory right will prevail.

11. LIMITED EDITION PRODUCTS

Limited-edition and special collection products are subject to stock availability.

Where a defective or incorrect limited-edition product is returned and an identical replacement is unavailable, we may provide another appropriate remedy, including a refund, subject to applicable law.

12. HOW TO REQUEST A RETURN

Please contact:

UNIMAS Official Merchandise Store

Email: [INSERT STORE EMAIL]

Include:

  • Order number;

  • Customer name;

  • Product name;

  • SKU, if available;

  • Reason for return;

  • Photographs or video where relevant; and

  • Preferred remedy.

Do not send products back without receiving return instructions from us unless otherwise required by law.

13. RETURN SHIPPING

Where the return is due to our error, defective goods or damaged goods attributable to delivery or fulfilment, we will generally bear reasonable return delivery costs.

Where the return is due to customer preference or change of mind and such return is voluntarily accepted, the customer may be responsible for return delivery costs.

14. EXCHANGE AVAILABILITY

All exchanges are subject to available inventory.

If an exchange product is unavailable, we may provide an alternative remedy, including refund, where appropriate.

15. CONSUMER RIGHTS

Nothing in this Policy is intended to remove, restrict or replace rights available to consumers under applicable Malaysian consumer protection legislation.

Where a statutory right applies, that right will prevail over any inconsistent provision of this Policy.

The Store operates subject to applicable Malaysian consumer protection requirements, including the Consumer Protection Act 1999 (Act 599).

16. POLICY CHANGES

We may update this Policy from time to time.

The latest version will be published on the Store with the applicable revision date.

17. CONTACT

UNIMAS Official Merchandise Store

Operated by:

UNIMAS Holdings Sdn. Bhd.

Address: [INSERT REGISTERED BUSINESS ADDRESS]

Email: [INSERT STORE EMAIL]

Telephone: [INSERT CONTACT NUMBER]