RETURNS AND REFUND POLICY

RETURN AND REFUND POLICY

Before returning any product, please read these terms and conditions (“Return and Refund Policy”). This Return and Refund Policy specify the rights and responsibilities of both WOWSHOP SDN. BHD. (formerly known as MP CJ ENM Sdn. Bhd.”) (“WOWSHOP”) and any person who purchases any product offered for sale on WOWSHOP (“the Products”) via WOWSHOP (“Customer”) through all WOWSHOP’s business platforms namely on television, internet and mobile application (hereinafter collectively known as the “Platforms”). By registering an account,, placing orders or making purchases through WOWSHOP on the Platforms you are deemed to have read, accept and agreed to abide this Return and Refund Policy.

In this Return and Refund Policy, WOWSHOP is referred to as “we”, “us” or “our” and the Customer is referred to as “you” or “yours”. 

We reserve the right to revise, change, modify, amend, delete or remove, partly or wholly this Return and Refund Policy at any time without prior written notice. By continuing placing orders and making purchases of the Products, it will be deemed as an irrevocable acceptance by you of such revisions, changes, modifications, amendments, deletion or removal.

RETURN POLICY

Can I cancel my order?

You may cancel your order at any time before waybill is printed. Once the waybill has been printed, you can only request to exchange or return Products and request for refund. The right to cancel however does not apply to perishable products, products that are made under your specifications or personalised and sealed products.

To exercise the right to cancel, you must inform us by logging into your account and filling in the return online form available on WOWSHOP’s website or mobile application and/or calling our call centre at 1800-18-0808 within ten (10) days from the date you receive the the Product (“Return Period”). 

On cancellation you must make the Products available to us for collection, and you must take reasonable care of them. We will not consider that you have taken reasonable care of the Products if the seal is broken, they have been used in a way, or to an extent, beyond what would be reasonable when examining the Products in a shop prior to purchase.

How do I return an item?

Please refer to our Return Policy stated above before you initiate a return request. 

Within the Return Period, you can request a return via the return online form available on WOWSHOP’s website or mobile application or contact our call centre at 1800-18-0808 which is available twenty-four (24) hours a day, and seven (7) days a week.

Detailed Steps to return/cancel order

You may follow these steps to return or cancel your order:

  1. 1. Contact our call centre at 1800-18-0808
  2. 2. Inform your request to return/cancel to the call centre agents
  3. 3. Login to your account on WOWSHOP’s website or mobile application
  4. 4. Go to your order and click return
  5. 5. Complete, print and enclose the Return Form with the product
  6. 6. Pack the product and send to us with the necessary items (free gifts or accessories) and the following documents :
    • a) Purchase order/invoice
    • b) Warranty card (if any)
  • 7. If the product and gifts were delivered in separate packages, kindly return to us the main product and the gifts separately in its original packaging, failing which your return request may be rejected.

Send the package via our courier service providers namely, CJ Century Logistics Sdn Bhd (“CJCL”) or DHL Ecommerce (Malaysia) Sdn Bhd (“DHL”), or any other WOWSHOP’s appointed courier service providers as may be informed by us to you (collectively referred to as “Courier Service Provider”). 

What is your return policy?

You can return a product which was received by you in a damaged or defective condition from us not due to your own negligence. We retain the right to examine whether the returned product is indeed defective and/or damaged. In case the returned product is not defective or damaged, you will be informed about the same and the product received will be returned to the mailing address provided by you.

We shall arrange the collection of the product through our Courier Service Provider. Please be ready with the product to be returned for a smooth collection process. We shall make two (2) attempts to collect the product from you with prior notice. If we still failed to collect the product after two (2) times not due to our fault, we will cancel the collection request and the product is deemed accepted by you.

In case the returned product is eligible for a replacement, we will send the replacement product to the same address provided by you, subject to the availability of the stock of the Products. 

Subject to terms mentioned in “What are situations that return requests may be rejected?” below, there is a ten (10) days return policy, which means that you can request for exchange or return of any product within ten (10) days from the date you receive the Products. You may exercise this return policy provided the Products must be returned to us within ten (10) days from the date of delivery to you. 

After ten (10) days period, you shall lose the right to return. After the return period has ended, you may refer to the supplier or manufacturer directly if there are any issues with the Product, especially for Products which are covered by manufacturer’s warranty. 

What are situations that return requests may be rejected?

Returns for replacement/refunds/exchange under certain circumstances will NOT be accepted as given below:

  1. 1. Return request for exchange or replacement for the same product cannot be made more than three (3) times with total number of days for the request of exchange or replacement do not exceed thirty (30) days;
  2. 2. Request for return is made after ten (10) days of receiving the product by you;
  3. 3. The Products are used or is not in its original condition;
  4. 4. The Products are returned without its original packaging, accessories, parts or free gifts/free promotional items associated with the purchase and warranty cards (if any);
  5. 5. The Products and free gifts are returned in the same package, if the items were originally delivered to the customer in separate packaging;
  6. 6. Product is damaged after use/opening;
  7. 7. Incidental damage due to malfunctioning of the product;
  8. 8. Products such as lingerie, innerwear, swimsuit, cosmetics, perfumes, deodorants, food and beverage (perishable and non-perishable), food and health supplements, personal hygiene and contraceptive, free gifts, precious metals (gold, silver, platinum), and jewelleries, electronic/digital devices etc. do not qualify for replacement, exchanges or refund. For avoidance of doubt, electronic/digital devices includes smart TV, mobile telephone, tablet, phablet, personal computer and other similar items. Please refer to individual products list on WOWSHOP’s for more detail;
  9. 9. Any consumable item which has been used or installed;
  10. 10. Product with tampered or missing serial number;
  11. 11. Missing manufacturer tag especially in case of clothes and shoes;
  12. 12. Original seal is broken;
  13. 13. Any damage/defect which is not covered under the manufacturer’s warranty;
  14. 14. Warranty card does not allow for any exchanges or returns.

Items (1) to (14) stated above shall be collectively referred to as “Exempted Items”

Late & Unacceptable returns

If you return items to us after the expiry of the ten (10) day period and/or in unacceptable condition, we may not refund your account. We may, at our discretion, return the products to you (at a cost to you of the actual postage rate). If you send the product back to us again, or refuse to accept delivery, this will be deemed as irreversible authority for us to dispose off your goods without further notice. Disposal will not constitute any admission on our part that we have failed in any way to honour our obligations to you in full and will not constitute any unlawful action against the products. Acceptance of a return by your courier is not deemed to be acceptance by us. 

Will I have to pay any charges for the returns?

All pickups and delivery charges to you for all returns and replacements for the Products due to the manufacturer’s defect are free of charge. If you return the Products due to your own error, the delivery charges shall be borne by you. 

How do I track my returns?

You can track return status using the tracking number provided to you by our Courier Service Provider on both WOWSHOP’s and Courier Service Provider’s website.

Product Warranty and Warranty Centre

Please check details of the Products warranties on the warranty cards. Please refer to the details of the manufacturer or service centre on the warranty cards.

Do I need to pay for repairs?

If the Product is within warranty period and the defect/damage is covered on the product warranty, the repair costs will be free of charge.

However if the Products warranties have expired or the Products do not have a warranty, you will bear the repairs costs. Please contact our call centre at 1800-18-0808 for more details in regards to the warranty conditions.

REFUND POLICY

When can I request for a refund?

You may request for a refund when you cancel your order within the Return Policy period. Returns are subject to our terms in Return Policy.

How can I track status of my refund after return a product or cancel an order?

We will verify the nature of the defect/damage upon receiving the returned product from you. After validation, we will send you an acknowledgement via email or call you at your registered telephone/mobile number.

You may check the status of your refund by calling our call centre. If you are a registered customer at WOWSHOP on the Platforms, you may also check the status of your refund in “My Account” section at our site.

When should I expect to receive credit for my return?

Refunds are based on the mode of payment used when you placed your order. Refund time is from the date of acknowledgement of validation of your refund request by us. The refund process timelines are as shown below: 

Payment Method

WOWSHOP’s

 Processing Time

Bank’s
Processing Time

Cash On Delivery (COD)

1 - 3
working days

N/A

Credit / Debit Card

1 - 3
working days

7 - 14
working days

Instalment Payment Plan

1 - 3
working days

7 - 14
working days

Digital Wallet

1 - 3
working days

N/A

Online Banking

1 - 3
working days

N/A

Please get in touch with your banks directly in case of any delays after the confirmation of refund by us.

What products on WOWSHOP are eligible for refund?

Subject to Return Policy terms, all products can be returned except for the Exempted Items (stated above).

PERSONAL DATA AND PRIVACY POLICY

Please be informed that we may collect your personal data while processing the return and refund procedure. The personal data that we collect from you may include your name, identification card number, address, telephone number, email address, payment details, purchase history or any information about you which you have provided to us and/or any information about you that has been or may be collected, stored, used and processed by us through the Platforms. Our Privacy Policy applies to the use of this site, the Platforms and is made part of these terms. By accessing and using the Platforms or any service provided on the Platforms, you consent and agree to the terms specified in the Privacy Policy and all our actions taken in respect with your personal data consistent with our Privacy Policy. Please refer to the Privacy Policy tab on our website to read our Privacy Policy.