“HYPERACK Guarantee” is our refund and exchange coverage program that is designed to protect all of our customers against unsatisfying or damaged products by offering 100% refund or exchange based on our customers’ preferences. To understand more about “HYPERACK Guarantee” and what is its coverage please click here.
What is the HYPERACK’s Refund and Exchange policy?
This policy will only be applicable if the item/order that you wish to return is purchased via www.hyperack.com.my.
Purchases from HYPERACK retail stores and other e-commerce platforms will not be eligible for this policy.
We have a seven (7) calendar days refund and exchange policy upon your receipt of the order, subject to the following terms and conditions:
- Items/orders that you wish to refund or exchange must follow all the requirements that have been listed out in our return and exchange requirement list.
- All packaging must be unmarked and not defaced in any manner.
- Any item that is received with tags attached must be exchanged with those tags intact.
- This policy does not apply to items which have been stated as non-exchangeable and non-refundable on our website https://shop.hyperack.com.my/
- Items purchased as part of a set or multi-item pack, have to be exchanged as a whole set.
- Exchanges performed through offline channels do not need to be exchanged with the same item which was purchased. Exchanging the returned item with another item is permittable.
- If the product for which you wish to exchange is of a higher price than the original purchase price, then you will be required to top up the balance using cash.
If the product for which you wish to exchange is of a lower price, then no balance amount will be refunded to you.
- No immediate offline refund via store option will be available for the customer should nothing fit your taste in the outlet store.
Purchases Made Using Vouchers
All items that have been purchased using cash voucher can still be refunded or exchanged. However, the refunded or exchanged amount will be prorated based on the voucher amount.
- All cash vouchers will not be refunded. Only the balance amount that you have paid will be refunded or be entitled to for exchange.
- This applies to bundled items, promotional items or items that come in sets.
Please note under this policy, we do not generally permit the refund or exchange of:
- Refund requisitions made after the redemption period (14 calendar days upon receipt of the order).
- Redeemed services from merchants or partners.
- Requests that have been rejected by our customer support officers.
How do I submit a refund or exchange request?
- Should there be any dissatisfaction with the product received and you wish for an exchange, you will need to contact our customer care line which is +060199226933
Items for Customers to note:
- Exchanges are subject to availability. If the store does not have any more stock, you may wait until they are able to source additional stock of the desired product or visit another nearby store.
- Exchanges may apply for the same product of a different colour or for different products that serve the same function at the same price. Such exchanges are subject to a mutual agreement between yourself and the HYPERACK team.
- Any exchanges for products of higher prices will require additional payment to make up the price differential.