Return & Refund Policy

Effective Date: September 1, 2026

Thank you for shopping with OAG Worldwide Sdn Bhd (“OAG Worldwide”, “we”, “us”, or “our”).

We want to make sure you are satisfied with your purchase. If you receive a defective, damaged, incorrect, or incomplete item, you may request a return or refund in accordance with the policy below.

1. Eligibility for Return

Customers may request a return or refund if:

The item received is defective or damaged upon delivery.
The wrong item, model, size, colour, or quantity was sent.
The item received is incomplete or missing parts.
The item does not match the product description due to an error on our part.

Return requests must be submitted within 7 days from the date the order is delivered.

Items must be returned in their original condition, including original packaging, accessories, manuals, tags, and other items supplied with the product.

2. Non-Returnable Items

Returns may not be accepted for:

Items that have been used, installed, modified, repaired, or damaged by the customer.
Items damaged due to improper use, misuse, accidents, or normal wear and tear.
Items with missing original packaging, accessories, or components.
Spare parts that have been installed or used.
Customised, personalised, or specially ordered items, unless the item is defective or we sent the wrong item.
Items returned after the applicable return period.

3. Defective or Damaged Items

If your item arrives damaged or defective, please contact us as soon as possible.

We may request clear photographs or videos showing:

The product and its condition;
The packaging and shipping label; and
The defect or damage.

Depending on the circumstances, we may offer a replacement, repair, or refund.

4. Incorrect or Missing Items

If you receive an incorrect item or an item is missing from your order, please contact us within 7 days of delivery.

After verification, we may arrange for the correct item to be shipped or provide another appropriate solution.

5. Change of Mind

For change-of-mind returns, returns are only accepted at our discretion and subject to the following conditions:

The item must be unused and in its original condition.
All original packaging, accessories, manuals, tags, and components must be included.
Return shipping costs shall generally be borne by the customer.
Any applicable shipping, payment, handling, or other non-refundable charges may be deducted from the refund.

Certain products may not be eligible for change-of-mind returns.

6. Return Shipping

If the return is due to our error, such as receiving a defective, damaged, incorrect, or incomplete item, we will generally cover the reasonable return shipping cost.

For returns due to change of mind or other reasons not caused by us, the customer is responsible for the return shipping cost.

We recommend using a trackable shipping service when returning an item. OAG Worldwide is not responsible for items lost or damaged during return shipping where the customer is responsible for arranging the return.

7. Refunds

Once the returned item has been received and inspected, we will notify you of the outcome of your return request.

If the refund is approved, the refund will generally be made to the original payment method used for the purchase.

Refund processing time may vary depending on the payment provider or financial institution.

Shipping fees may be non-refundable unless the return is due to our error or a defective/damaged product.

8. Exchanges

Where applicable, we may offer an exchange for the same product or a suitable replacement.

If the requested replacement is unavailable, we may offer a refund or another appropriate solution.

9. Warranty

Some products may be covered by a manufacturer's warranty.

Warranty claims are subject to the applicable manufacturer's warranty terms and conditions. A warranty does not cover damage caused by misuse, improper installation, modification, accidents, or normal wear and tear unless otherwise stated by the manufacturer.

10. How to Request a Return or Refund

To request a return or refund, please contact us through our website or customer service channel and provide:

Order number;
Customer name;
Product name;
Reason for the return or refund; and
Clear photographs or videos where applicable.

Please do not send any product back before receiving return instructions from us.

11. Inspection and Approval

All returned items are subject to inspection.

OAG Worldwide reserves the right to reject a return or refund request if the returned item does not meet the requirements of this policy.

If a returned product is found to have been damaged or used improperly by the customer, the return or refund may be rejected.

12. Contact Us

If you have any questions regarding our Return & Refund Policy, please contact us through the contact details provided on our website.

OAG Worldwide Sdn Bhd