Exchange Policy

We, at Eco-Shop Marketing Berhad (Company No.: 200601014304 (734055-M)) (“Eco-Shop”), are committed to providing quality products to our customers. If you have purchased a defective product, you may request an exchange in accordance with this Return and Exchange Policy (“Policy”).
 

1. Scope and Application
 

This Policy applies to all retail stores operated under the Eco-Shop brand in Malaysia, including stores located in Peninsular Malaysia, Sabah and Sarawak, whether owned or operated by Eco-Shop Marketing Berhad, its subsidiaries, related corporations, affiliates, or any entity authorised by EcoShop to operate retail stores under the Eco-Shop brand.
 

2. Eligibility for Exchange
 

An item is eligible for exchange only if all of the following conditions are satisfied:
 

• The item is defective due to a manufacturing defect, malfunction, or packaging defect.
• The exchange request is made within three (3) calendar days from the date of purchase.
• The original purchase receipt is presented.
• The item is returned in its original condition together with its original packaging and all accompanying parts or accessories (if any).
• The exchange is carried out at the same Eco-Shop store where the item was purchased.
• The replacement item is of the same selling price as the returned item. Where permitted by EcoShop, the customer may choose an item of higher value by paying the price difference. 
   

3. Items Not Eligible for Exchange
 

The following items are not eligible for exchange:
 

• Location services – using the Mobile App to determine your location and Stock clearance, clearance sale or marked-down items.
• Food and beverages.
• Cosmetics and personal care products.
• Hygiene-related products, including but not limited to socks, innerwear and swimwear.
• Play dough, clay, soft toys, bath toys, dolls, baby and toddler toys.
• Any item that has been used, damaged, altered, repaired, modified or misused by the customer.
• Any item returned without its original packaging or with missing components or accessories.
• Any item damaged as a result of improper handling, misuse, negligence or normal wear and tear.
   

Eco-Shop reserves the right to determine, at its sole discretion, whether an item is defective or has been damaged due to misuse or improper handling.
 

4. No Cash Refunds
 

Except as required by applicable law or where a refund is necessary to correct a billing, payment or pricing error attributable to Eco-Shop, Eco-Shop does not provide:
 

• cash refunds;
• credit card or debit card refunds;
• e-wallet refunds;
• online banking refunds; or
• refunds by any other payment method.
   

5. Change of Mind
 

Exchanges or refunds due to a change of mind, incorrect selection, or any reason unrelated to a product defect are not permitted.
 

6. General
 

• All exchanges are subject to product availability. If the same item is unavailable, Eco-Shop may, at its sole discretion, offer an alternative item of equivalent value or another suitable resolution.
• Eco-Shop reserves the right to inspect all returned items before approving any exchange request.
• Eco-Shop reserves the right to refuse any exchange request that does not comply with this Policy.
• This Policy is subject to applicable laws in Malaysia and shall not exclude or limit any statutory rights that consumers may have under the applicable consumer protection laws.
   

7. Consistency Across Stores
 

This Policy applies uniformly to all retail stores operating under the Eco-Shop brand throughout Malaysia. No employee, store or branch is authorised to vary or waive the requirements of this Policy unless approved by Eco-Shop in writing.
 

8. Rights
 

Nothing in this Policy is intended to exclude, restrict or modify any rights or remedies that consumers may have under the Consumer Protection Act 1999 or any other applicable law.
 

9. Policy Amendments
 

Eco-Shop reserves the right to amend, modify or update this Exchange Policy at any time without prior notice. Any amendments shall take effect upon publication on Eco-Shop's official website.
 

Dated: 01 July 2026