Cancellations, Returns, Refunds And Exchange

At HNC Marketing Sdn Bhd we want our customers to be completely satisfied with their purchases.

We recommend you read our Returns Policy prior to making a purchase from our website, so you are familiar with our policy on refunds, returns and repairs and your legal rights and remedies. We also recommend you immediately inspect any goods that we deliver to you or that you collect from one of our stores, to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you.

If you have any questions about this policy, please contact our Customer Service.

This Returns Policy only applies where you make a purchase online from our website.


Make sure all the requirements for refund/exchange are met.


Report your claim by visiting one of our retail stores or contacting us.


We will conduct an evaluation within 7 days (If necessary, a pick-up will be arranged).


If the claim is valid, a refund or replacement will be processed.


To cancel your order, you’ll need to sign in and click into your “Order History“, then search for the order you’d like to cancel.

What is the returns process?

Returns must be done within seven (7) working days starting from the day the goods are delivered to you. You may return your order (or items) for any of the following reasons:

  • You received the wrong item in your package or the item has a manufacturing defect (excluding goods marked as display set items or clearance goods).
    And the general requirements for returns are as follows:

    1. You have proof of purchase (order invoice number and receipt).
    2. The goods must be in new condition and returned in the original selling condition and unopened packaging along with all original accessories (including manuals, warranty cards, certificate of authenticity) and any free gifts, vouchers received with it.
  • Under what conditions is/are the product non-returnable:
    1. Items that have been purchased for more than 7 days.
    2. The item was purchased for someone else who simply does not want it.
    3. The item has no defects. You’ve changed your mind because of the wrong selection, colour, size, model or specification, product not meeting expectations; or simply found it cheaper elsewhere.
    4. Item has been damaged by customers themselves.

If your return meets all the requirements above and you wish to proceed with the return, please have your order invoice number ready and simply contact us on :

Our customer service agent will verify the return reason and arrange a free return pick-up for you. Our courier company will pick up the package at the time specified by you. We will conduct an evaluation within seven (7) days starting from the day we received your returned items. You will receive an email confirmation once the returned item is received from our end.

If your return is valid, we will process your refund or replacement, based on what you have indicated to our Customer First Team. If it’s valid, we will reimburse you with a refund through the same mode of payment that was made in the original purchase.

If your return is not valid, we will notify you and arrange the items to be returned. For the items to be returned, a delivery fee will be chargeable. We reserve the right to reject any return, exchange, refund deemed unfit or unreasonable.

Returns and Refunds FAQ


We believe that in order to have the best possible online shopping experience, our customers should not have to pay for return shipping for faulty products on date of arrival. Our Customer First Team will verify and assess the return reason and arrange a free return pick-up for you if you contact the team on the arrival date.

We do our best to accept all returns. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. We reserve the right to reject any return, exchange, refund deemed unfit or unreasonable.

If you found the goods to be faulty or defective, simply contact us within seven (7) working days of delivery and we will determine if the product is faulty or defective and offer you one of the following options:

Replacement: The same product that you ordered will be shipped to you at HNC Marketing Sdn Bhd expense. Customer will have to arrange return arrangement by their own accord which is not paid by HNC Marketing Sdn Bhd.

Product must be deemed faulty or defective by our Customer First Team within seven (7) working days of delivery in order to receive a replacement unit. This may include inspection of the goods, arranging for the goods to be sent for repair, or providing you with a replacement. We reserve the right to reject any return, exchange, refund deemed unfit or unreasonable.

If any goods are delivered to you are damaged, simply contact us on:

within seven (7) working days of receiving the delivery.

We will arrange to have the damaged goods returned and either arrange for a replacement of the goods or refund the price to you. Damaged goods must be returned in the condition received by you with all original packaging, accessories and/or manuals. We reserve the right to reject any return, exchange, refund deemed unfit or unreasonable.


If you paid using a credit card, the refund will be made to your credit card.

We regret to inform that any cancellations due to a change of mind will not be accepted. If the item delivered is the correct item ordered and is not defective, it will not be considered for a refund.
We reserve the right to reject any cancellation, refund deemed unfit or unreasonable.

Your returned items, together with your return slip, are usually received and accepted at our warehouse within seven (7) working days after the courier company picks up the package from you. A refund will be issued shortly after we receive your items from the courier company, according to the preferred refund method indicated on your return slip.

For credit cards, it may take up to fourteen (14) working days, subject to processing duration of the bank.

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