ONESHOP Policy Information
All returns of items and requests for a refund or replacement must be made within the following time frames, based on the delivery address location:
You may return the item(s) and request a refund or replacement under the following conditions:
Please note that:
To request a refund or replacement of the same item, please ensure that you meet the following guidelines:
Any costs and expenses, including transaction charges and bank fees, associated with the return, refund, or replacement requested by the customer for reasons of convenience will be borne by the customer. This includes delivery charges imposed by our courier delivery service provider (where applicable).
If the returned item is received in a damaged, used, or unacceptable condition that does not meet our return requirements, the return will be rejected. In such cases, the customer will be responsible for the shipping fees to have the item sent back to them. No refund or exchange will be processed for items that fail to meet our return eligibility.
There are two ways to return items:
You can bring the item you wish to return to the Concierge on the 3rd Floor Highstreet of 1 Utama Shopping Centre within the specified time frames stated in item 1. Our friendly Customer Service Personnel will examine the item and, if it is in an acceptable condition, you will be required to fill out an item return form.
Alternatively, if you are unable to bring the items to the Concierge, you can send them back to us via courier.
Yes, we will cover the shipping fee for your returns in any circumstances stated in item 2 (A-E, except F). However, if the reason for return is due to customer convenience (such as not liking the product), the return shipping fee will not be reimbursed to the customer. For example, if your purchase is RM50 with an additional RM10 postage fee, and the return postage fee is RM6, we will refund RM50 + RM6 (the postage fee you paid to return the item to us).
Refunds will be issued to you in UPoints, which can be used for your next purchase on ONESHOP or 1 Utama Shopping Centre. The UPoints are expected to be released into your ONECARD account within 3 working days after receiving the Return Confirmation email.
