Return & Exchange Policy

RETURNS, EXCHANGES & REFUND POLICY

1. Return & Exchange Eligibility

All purchases are eligible for return or exchange within fourteen (14) days from the date the item(s) are received.

Returned item(s) must:

  • Be in resale-able condition
  • Include original packaging, tags, and labels
  • Be returned together with the original invoice / proof of purchase

Customers may exchange an item online for a different colour or size of the same
design, provided the item is of equal value.

Important: Items discounted more than 20% are strictly non-returnable and non-exchangeable, unless the item is faulty or incorrectly supplied by METROJAYA.

2.Refund Method

  • All approved refunds will be issued as STORE CREDIT only.
  • Cash refunds (to the original payment method) will only be granted if the issue is caused by METROJAYA, including but not limited to:
  • Out of Stock
  • Wrong item sent
  • Manufacturing defects
  • Item significantly different from the product description or images

For all other reasons (e.g. change of mind, size issues, colour preference), refunds will be processed strictly as store credit.

Store Credit:

  • Non-transferable
  • Not exchangeable for cash
  • Valid for future purchases only

3.Return Request Process

Please submit your return request via Product Return.

All requests will be reviewed by the METROJAYA E-Commerce Team.

  • For manufacturing defects, METROJAYA will arrange re-delivery at no additional charge.
  • For all other return reasons, return shipping costs will be borne by the customer.

METROJAYA reserves the right to repair, replace, or substitute the item with a new item of the same original order, where applicable.

4.Shipping & Points Policy

  • Shipping charges are non-refundable, except in cases of manufacturing defects or METROJAYA error.
  • Any reward points earned from the purchase will be deducted upon refund or exchange.

5. Free Gift Policy

If your purchase included a free gift, the free gift must be returned together with the item.

If the free gift is not returned, the retail value of the free gift will be
deducted from the store credit issued.

6. Non-Returnable Items

Returns and exchanges are not applicable for the following categories unless the item is faulty or not as described:

  • Skin Care, Cosmetics & Fragrances
  • Undergarments
  • Swimwear
  • Made-to-measure or personalized goods
  • Footwear & Leather Products
  • Stationery
  • Items discounted more than 20%

Exceptions may be made for items deemed faulty and cannot be repaired or replaced, in accordance with the Consumer Protection Act 1999 (Malaysia).

7. Exchange Policy

Online exchanges:

Exchanges for online purchases are accepted within fourteen (14) days from the date the item(s) are received at any METROJAYA Department Store within the same country and district of purchase, with valid proof of payment. Any exchange made in-store will be issued as a credit voucher.

Items may be exchanged for:

  • The same item (different size or colour), or
  • Another item of equal or higher value (price difference to be paid by customer)

All exchanged items must be in resale-able condition and accompanied by the original invoice.

8. Returning Online Purchases to Store

Online purchases may be exchanged (not refunded) at a physical METROJAYA store only if paid via credit/debit card.

Orders paid using non-credit/debit card methods must be returned to the e-commerce warehouse.

9. Returning Products by Post (Online Purchases Only)

Customers are responsible for return shipping costs unless the return is due to METROJAYA’s fault.

Please send returned items to:

Attn: E-Commerce Department
MJ Department Stores Sdn Bhd,
Lot 3-13D, Ground Floor,
Mitsui Shopping Park LaLaport,
Bukit Bintang City Centre 2,
55100 Kuala Lumpur.

Please retain your proof of posting. Refunds or exchanges will not be processed without valid proof.

10. Defective Products

If an item is defective due to a manufacturing fault:

Please contact us via Email at ecom@metrojaya.com.my / Online Support : 012-2065986 with full order details.

Once verified, a full refund to the original payment method will be issued, including:

  • Original delivery charges
  • Return shipping costs

Refunds for defective items will be processed within 30 days from confirmation.