Refund policy

Return & Refund Policy

Effective Date: 13 September 2026

At OAG Worldwide Sdn Bhd, we aim to ensure that all products purchased through our website are supplied in good condition and as described.

This Return & Refund Policy explains our procedures for returns, replacements, repairs and refunds. Nothing in this Policy is intended to exclude, restrict or waive any rights or remedies available to consumers under applicable Malaysian law, including the Consumer Protection Act 1999 (Act 599).

1. Defective, Damaged or Incorrect Products

Customers may contact us if a product received:

Is defective or damaged;
Is materially different from the product description;
Is the wrong product, model, size, colour or quantity;
Is incomplete or missing components; or
Does not comply with applicable consumer guarantees under Malaysian law.

Customers are requested to notify OAG as soon as reasonably possible after receiving the product.

For operational and inspection purposes, we request that customers notify us within 7 days of receiving the product, where reasonably possible.

This 7-day notification period is intended to help us investigate and resolve issues efficiently. It does not limit or exclude any statutory rights or remedies available to consumers under applicable Malaysian law.

Depending on the circumstances and applicable law, an appropriate remedy may include:

Repair;
Replacement;
Refund; or
Another remedy available under applicable law.

2. Condition of Returned Products

Where a return is approved, customers should return the product together with, where reasonably possible:

Original packaging;
Accessories;
Manuals;
Tags;
Warranty cards; and
Other components supplied with the product.

For defective, damaged or incorrect products, the absence of original packaging or accessories will not by itself remove any statutory rights where doing so would be inconsistent with applicable Malaysian law.

3. Products Damaged or Found to Be Defective After Use

A product having been used does not automatically prevent a customer from making a claim regarding a defect.

OAG may inspect the product to determine the nature and cause of the reported issue.

Where applicable, the product may also be subject to the manufacturer's warranty.

Issues resulting from misuse, improper handling, unauthorized modification, improper installation, accidental damage, negligence or normal wear and tear may not be covered, subject to applicable Malaysian law and the relevant manufacturer's warranty terms.

4. Incorrect or Missing Products

If you receive an incorrect or incomplete order, please contact us as soon as possible.

For operational purposes, we request that such issues be reported within 7 days of delivery, where reasonably possible.

After verification, OAG may arrange an appropriate solution, which may include:

Sending the correct or missing product;
Replacement;
Repair;
Refund; or
Another appropriate remedy.

Where the error is attributable to OAG, we will generally bear the reasonable return or replacement shipping costs.

5. Non-Returnable Situations

Subject to applicable Malaysian law, OAG may not accept a return where the product has been:

Intentionally damaged;
Modified or altered without authorization;
Improperly installed or repaired;
Misused or negligently handled;
Damaged through an accident;
Subjected to abnormal or improper use; or
Returned for a reason that does not qualify under this Policy or applicable law.

This section does not affect any statutory rights or remedies that cannot lawfully be excluded or restricted.

6. Return Shipping

For defective, damaged or incorrect products attributable to OAG, we will generally arrange or reimburse reasonable return shipping costs after the issue has been verified.

Customers should use an appropriate and trackable delivery method when returning products where return shipping is arranged by the customer.

OAG is not responsible for returned products that are lost or damaged during return transportation where the customer has independently arranged the return shipping.

7. Product Inspection

Returned products may be inspected before a replacement, repair or refund is approved.

The inspection may include checking:

Product condition;
Serial number or product identification;
Physical damage;
Signs of misuse or modification;
Accessories and components; and
The nature and cause of the reported issue.

Inspection is conducted to determine the appropriate resolution and does not remove or restrict any statutory rights available to consumers under applicable Malaysian law.

8. Refunds

Where a refund is approved, the refund will generally be made to the original payment method used for the purchase, where technically and reasonably possible.

Refund processing times may vary depending on the payment method, payment service provider and financial institution.

Where a refund is required due to an applicable statutory remedy or an error attributable to OAG, any applicable refund will be processed accordingly.

9. Exchanges and Replacements

Where appropriate, OAG may offer an exchange or replacement instead of a refund.

Replacement availability depends on product availability.

If the same product is unavailable, OAG may provide another appropriate remedy, subject to applicable Malaysian law.

10. Manufacturer's Warranty

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

Where applicable, warranty claims may be subject to the manufacturer's warranty terms, conditions and procedures.

Customers may be required to provide proof of purchase and product information when making a warranty claim.

A manufacturer's warranty does not remove or replace any statutory rights that cannot lawfully be excluded under Malaysian law.

11. Spare Parts

Certain spare parts may be available depending on the product model, manufacturer availability and stock availability.

Customers should ensure that the correct spare part is selected for their product.

Where a spare part is purchased incorrectly due to customer selection or compatibility issues, any return or exchange will be subject to this Policy and applicable law.

12. How to Request a Return

To request a return, repair, replacement or refund, please contact us with:

Order number;
Customer name;
Product name and model;
Reason for the request;
Description of the issue; and
Photos or videos showing the issue, where applicable.

Please contact us through:

WhatsApp: 011-6256 6003
Email: customer@oagworldwide.com

We may request additional information, photographs or videos to assist with our assessment.

Please do not send products back to us without receiving return instructions from OAG.

13. Consumer Rights Under Malaysian Law

This Policy is intended to operate together with applicable Malaysian consumer protection laws, including the Consumer Protection Act 1999 (Act 599).

The Act provides statutory guarantees for goods supplied to consumers and provides remedies where applicable requirements are not met. Depending on the circumstances, available remedies may include repair, replacement, refund or other relief provided by law.

Nothing in this Policy is intended to exclude, restrict or waive any right or remedy that cannot lawfully be excluded or restricted under Malaysian law.

Eligible consumers may also have access to the Tribunal for Consumer Claims Malaysia (TTPM) for certain consumer claims. TTPM states that it may hear eligible claims involving goods and services, subject to its jurisdictional requirements, including claims not exceeding RM50,000 and claims accruing within three years.