Return & Refund Policy
Last Updated: 10 October 2026
1. Overview
At EXCOMMNIAGA SDN BHD, we aim to provide our customers with a satisfactory shopping experience. If you encounter an issue with your purchase, please contact us so that we can review your request and assist you accordingly.
This Return & Refund Policy explains the conditions and procedures for requesting a return, exchange, or refund for products purchased through our website.
2. Eligibility for Returns
Customers may contact us to request a return or exchange if:
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The product received is damaged upon delivery.
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The wrong product was delivered.
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The product has a manufacturing defect.
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The product received significantly differs from its description on our website.
All requests are subject to review and verification. We may request photographs, videos, order details, or other relevant information to assess the issue.
Nothing in this policy is intended to exclude or limit any consumer rights that cannot lawfully be excluded under Malaysian law.
3. Return Request Period
Customers should contact us within 7 days of receiving the product to report a damaged, defective, incorrect, or significantly misdescribed item.
Please provide your order number, a description of the issue, and clear photographs or videos where applicable.
If you discover an issue after this period, please contact us. We will review the circumstances and applicable consumer rights before determining the appropriate resolution.
4. Conditions for Returned Products
Where a return is approved, customers may be asked to ensure that:
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The product is returned with its original packaging, accessories, and included items where reasonably possible.
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The product is securely packed to prevent further damage during transit.
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The return is sent according to the instructions provided by our customer service team.
Products should not be sent back without contacting us first.
We will assess each case individually. A lack of original packaging or other non-essential materials will not automatically remove any rights a customer has under applicable law.
5. Non-Returnable Items
Certain products may not be eligible for return for reasons such as hygiene, product customisation, or the nature of the goods, where permitted by applicable law.
Any exclusions will be communicated clearly on the relevant product page or before purchase where appropriate.
These exclusions do not apply where a return, replacement, or refund is required by applicable consumer protection laws, including for defective, faulty, or misdescribed goods.
6. Refund Policy
A refund may be considered in circumstances such as:
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An eligible order is cancelled and a refund is due.
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The product received is defective, damaged, incorrect, or significantly misdescribed.
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A return is approved and a refund is the appropriate resolution.
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The order cannot be fulfilled and a refund is due.
Refund requests will be reviewed based on the circumstances of the purchase, the evidence provided, our applicable policies, and Malaysian consumer protection laws.
Where a refund is approved, it will generally be processed through the original payment method where possible. If that is not possible, we will discuss an appropriate alternative with the customer.
7. Refund Processing Time
Once a refund has been approved, we aim to initiate processing within 7–14 business days.
The time required for the funds to appear in your account may depend on your bank, card issuer, or payment service provider.
If your refund has not arrived after the expected processing period, please contact us with your order number and refund details.
8. Return Shipping Costs
Return shipping costs will depend on the reason for the return and the applicable legal requirements.
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Incorrect product: We will review the issue and advise on the appropriate return arrangements.
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Damaged or defective product: We will assess the evidence and advise on the appropriate resolution, including return shipping arrangements where applicable.
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Change of mind: Return shipping costs may be the customer’s responsibility if a discretionary return is accepted and this is permitted by law.
Customers should contact us before arranging return shipping to avoid unnecessary costs.
9. Exchanges and Replacements
Where appropriate and subject to product availability, we may offer an exchange or replacement for an eligible item.
If the same product is unavailable, we will discuss the available options with the customer, which may include a refund where applicable.
10. Order Cancellation
If you wish to cancel an order, please contact us as soon as possible.
Cancellation requests depend on the order’s processing and shipping status. If the order has already been dispatched, cancellation may no longer be possible, and the return procedure may apply instead.
Any refund due for a cancelled order will be handled in accordance with the applicable payment and refund procedures.
11. Damaged or Lost Shipments
If your parcel arrives damaged, please take photographs of the packaging and product and contact us promptly.
If your parcel appears to be lost or has not arrived within the estimated delivery period, please contact us so that we can review the shipment status and assist with the next steps.
12. How to Request a Return or Refund
To submit a request, please follow these steps:
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Contact us by email or phone.
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Provide your order number and purchase details.
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Explain the reason for your request.
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Attach photographs or videos if the product is damaged, defective, or incorrect.
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Wait for our response and follow the return instructions provided, if applicable.
Please do not return products before receiving instructions from our team.
13. Contact Information
For all return, exchange, cancellation, and refund enquiries, please contact:
EXCOMMNIAGA SDN BHD
Company Registration No.: 1616832-W
Email: excommniaga@gmail.com
Phone: 016-912 7151 / 019-273 8070
Address: 6-1, Jalan Pelangi 18, Taman Pelangi, Wilayah Persekutuan Kuala Lumpur, Malaysia.
14. Policy Updates
EXCOMMNIAGA SDN BHD reserves the right to update this policy when necessary to reflect changes in our business operations or applicable laws.
Any updates will be published on this page with a revised “Last Updated” date.
Thank you for shopping with EXCOMMNIAGA SDN BHD.