REFUND & RETURN POLICY

emart24 Malaysia – [Instore Purchase] Returns & Refunds Policy

At emart24, we’re committed to providing quality products and service. However, if something isn’t right with your purchase, we’re here to help.

  • If you need to return an in-store purchase, please visit the same emart24 store where the original payment was made.
  • We offer a refund or exchange for eligible items, subject to the conditions below.
  • All return or exchange requests must be made within 3 days of purchase.

Eligibility for Returns

emart24 accepts returns and offers refunds only under the following conditions:

  • Faulty or Damaged Products
    Items that are defective, damaged or expired, are eligible for return or refund.
    Examples include: expired food items, broken electronics or defective packaged goods.
  • Proof of Purchase Required
    A valid emart24 receipt is necessary for any return or refund.
  • Product Return Conditions
    • Faulty items can be return even if opened or partially used but avoid further usage. Retain original packaging to aid your claim.
    • For returns relating to manufacturing defects, the product must be returned as a full/complete set, including:
      • Original packaging
      • Instruction manual (if any)
    • For return reasons such as manufacturing defects or missing parts, the returned product must be free from damage or signs of misuse.
  • Return Exclusions
    The following items cannot be returned or refunded unless they are defective, damaged or expired:

    • Prepaid services (e.g., phone recharges, gift cards)
    • Food and drinks
    • Personal hygiene items
    • Over-the-counter medical products
    • Beauty products and fragrances
    • Tobacco products
  • Additional Conditions:
    • Purchases made using a gift card are not eligible for refund.
    • Products sold at marked-down prices due to defects or faults cannot be returned.

How to Return an Item

  1. Return In-Store
    • Visit the emart24 store where payment was first made within 3 days of purchase.
    • Bring the faulty or damaged product and proof of purchase.
    • Speak with any emart24’s manager or cashier.
  2. Present Product and Proof
    • Show your valid original emart24 receipt.
    • Explain the issue clearly (e.g., expired product, faulty device).
    • Staff may inspect or test the product.
    • The store PIC (Person in Charge) will decide whether your request can be approved.
    • If approved, the store will usually process your choice on the spot.
    • If the issue is not resolved in-store, refer to Clause 6 Escalation.
  3. Request a Resolution
    • Choose between a replacement or refund.
  4. Replacement or refund
    • Return and replacement
    • If you choose a return and replacement, you will receive the same item or an equal value item.
      • You may request an item of higher value, but approval is at emart24’s discretion, and you will need to pay the difference if approved.
    • Return and refund
      • If you choose a return and refund, the amount refunded will be based on the net amount i.e., paid price for the product(s) as indicated on the receipt.
      • Coupon/voucher used for the purchase will be forfeited and will not be refunded.
      • If the refund request is made on the same day of purchase:
        Original Payment Method Refund Method
        Cash Refund in cash
        Debit/Credit Card Refund to the same card
        E-Wallet Refund to the same E-Wallet account
        • The refund will fall under same-day void conditions, meaning the transaction will be cancelled and no payment will be processed, or the payment will be reversed immediately.
        • Refunds will be made via the original payment method.
      • However, if the refund request is made after the day of purchase:
        Original Payment Method Refund Method
        Cash Refund in cash
        Debit/Credit Card Bank Transfer or other alternate methods
        E-Wallet Bank Transfer or other alternate methods
        • Customers who paid by cash will receive a cash refund in-store.
        • Customers who paid by card or e-wallet will have their refund processed via bank transfer or another alternative method, which may take up to 14 working days to complete.
  5. Escalation or further inquiries. (if required)
    If the issue is not resolved in-store, contact:
    Email: customercare@emart24.com.my

Emart24 Holdings Sdn Bhd (1356441-A) reserves the right for final decision and to amend this policy from time to time without any prior notice.