Return & Refund
RETURN & REFUND INQUIRIES
What To Do If Product(s) Received Damaged or Defective or Not What Was Ordered?
If you have received products which you did not order or a damaged/defective product please do not remove any tag or take out the product from the original packaging. We would recommend you to contact our Customer Service Support team here and let the representative know the details of your package.
Our Customer Service Support team may also require you to provide visual evidence (e.g photo, video) of the products in order to expedite the process.
How Do I Return My Order?
If you meet our return conditions and wish to proceed, return can be initiated by contacting our Customer Service Support here.
Please refer to the return conditions below.
What Are The Conditions For Returning My Product(s)?
You may return your product(s) to us within 7 days. Countdown starts from the date you received the item to the post stamp date on the return parcel. If you received items from one order in several parcels, the 7 days return period begins on the day you received the last parcel.
Requirements for a valid return is as follow:- Proof of purchase (order number, tax invoice, etc..)
- Include printed shipping label and tax invoice in each return package parcel
- Reasons for return has to be valid and return acceptance conditions met (please refer to table below)
| Reasons for return | YOUR RETURN MUST BE : | ||||
|---|---|---|---|---|---|
| New condition | Sealed condition | Complete (free gifts, accessories, original packaging) |
Not damaged |
Tags & labels attached |
|
| Delivery - Wrong Product | ✓ | ✓ Product sealed should not be broken EXCEPT for item type that cannot be differentiated visually based on information provided on the box / packaging only |
✓ | ✓ | ✓ |
| Quality - Damaged Product | X | X | ✓ | X | ✓ |
| Quality - Defective | X | X | ✓ | ✓ | ✓ |
| Quality - Product Condition | ✓ | ✓ | ✓ | ✓ | ✓ |
| Delivery - Parts Missing | ✓ | X | X | ✓ | ✓ |
| Website - Incorrect Content | ✓ | ✓ | ✓ | ✓ | ✓ |
In the unlikely event that your return does not meet requirement(s), our Customer Service will notify you before sending it back to you. In this instance, your return courier/postal fee will not be reimbursed.
If you have received a damaged product, please contact our Customer Service Support here within 48 hours to expedite the claim process. For West Malaysia customer, we would be able to arrange a courier to pick-up the return product(s) directly from the customer. As for customer from East Malaysia, you would need to ship back the return product(s) to our warehouse.
How Soon Will I Receive My Refund?
Your refund will be processed in case of cancellation of order due to product becomes unavailable after payment has been made or as soon as the product you have returned is inspected and it is confirmed that it fits within our return conditions. The inspection can take up to 2 weeks.
Refund will be made based on your payment method at the time of purchase. We will update you via email once your refund has been initiated. It takes 1-3 working days for the refund to be made by us to your payment services provider (for example your credit card supplier). Please note that the time taken for a payment services provider to provide you with your refund can vary depending upon the provider.
For online bank transfer orders refund -- Refund is allowed only to a bank account.
- You are to provide us with instructions of the bank account details for the refund
- If you have provided the bank account details incorrectly, Mosim is not liable for any loss.
For further information and especially if you do not receive your refund within 21 working days, please feel free to contact our Customer Service Support team here and let them know the details.
Can I Exchange My Product(s)?
We are unable to exchange products. Please contact our Customer Service Support here for further details.
Where To Return?
Kindly have your returns shipped to:
YST Ewarehouse Sdn Bhd,
No.18, Jalan 19/1,
Seksyen 19,
46300 Petaling Jaya,
Selangor.