Refunds and Return Policy

This Refunds and Return Policy explains how EXIPAY SDN. BHD. ("EXIPAY", "we", "us", or "our") handles return, refund, replacement, exchange, store credit, missing item, damaged item, wrong item, defective item, and non-receipt requests for products purchased through https://mart.exicash.com/.

This Policy applies to customers who purchase branded merchandise directly from EXIPAY through our website.

By placing an order on our website, you agree to this Refunds and Return Policy, together with our Terms of Service, Privacy Policy, and any other policies published by EXIPAY from time to time.

Nothing in this Policy is intended to limit or exclude any rights that cannot be limited or excluded under applicable Malaysian law.

EXIPAY currently ships within Malaysia only. Delivery is handled by third-party courier or logistics service providers.

Delivery timelines shown on our website, order page, tracking page, or customer communication are estimates only and are not guaranteed.

If you have not received your order, you must report the issue to EXIPAY within fourteen (14) days from the date the order is placed, whichever is applicable.

If no report is made within the fourteen (14) day period, the order may be treated as received and acknowledged by the customer, unless there is clear evidence of courier loss, failed fulfilment, or another valid issue accepted by EXIPAY.

For non-receipt claims, EXIPAY may require information such as:

• order number
• recipient name
• delivery address
• tracking number
• screenshots of courier tracking status
• communication from courier, if any
• confirmation that the parcel was not received by the customer, household member, office, building reception, security desk, collection point, or authorised representative

EXIPAY may investigate the matter with the courier before approving any refund, replacement, or store credit.

You may apply for a return, refund, replacement, exchange, or store credit in the following circumstances:

• the item has not been received
• the item was damaged during delivery
• the item is defective or faulty
• the item received is incomplete or missing parts, accessories, or quantity
• EXIPAY delivered the wrong item, size, colour, design, or variation
• the item received is materially different from the description shown on the product page
• the parcel received is empty, suspicious, or appears to have been tampered with
• the item has a manufacturing issue that affects normal use
• any other valid issue accepted by EXIPAY at our sole discretion or required by law

Approval is not automatic. EXIPAY will review the request, supporting evidence, product condition, courier information, order history, and any other relevant details before making a decision.

Customers must provide clear photo and/or video evidence when submitting a return, refund, replacement, missing item, damaged item, defective item, or wrong item request.

Depending on the case, EXIPAY may request:

• photo or video of the product received
• photo or video showing the defect, damage, wrong item, or missing item
• photo of the product packaging
• photo of the shipping label
• unboxing video, where available
• photo of all items received in the parcel
• order number
• tracking number
• payment proof or transaction reference
• written explanation of the issue
• any courier communication or delivery proof

Evidence must be clear, complete, and not edited in a misleading way.

EXIPAY may reject a claim if the customer fails to provide sufficient evidence, provides false or misleading evidence, or submits a request that appears fraudulent, abusive, or inconsistent with the order records.

Unless the return is due to damage, defect, wrong item, missing item, or EXIPAY's error, returned items must be:

• unused
• unwashed
• unaltered
• undamaged after delivery
• in original condition
• with original tags, labels, manuals, packaging, accessories, and free gifts, where applicable
• packed securely for return delivery

For clothing and wearable merchandise, items must be unworn except for reasonable fitting or checking purposes. They must not show signs of use, washing, stains, odour, damage, alteration, or misuse.

For bags, bottles, mugs, stationery, tech accessories, and other merchandise, items must be returned with all included parts, accessories, packaging, and in original condition unless the issue relates to defect, damage, or wrong item.

EXIPAY may reject a return if the item is returned in an unsuitable condition.

Certain items may not be eligible for return, refund, replacement, or exchange unless they are damaged, defective, wrong, missing, incomplete, or required to be accepted under applicable law.

Non-returnable or non-refundable items may include:

• customised or personalised products
• products printed, engraved, embroidered, or produced according to customer instructions
• items with customer-approved artwork, logo, name, design, or custom specification
• used, washed, worn, stained, damaged, altered, or incomplete items
• items damaged due to customer misuse, improper handling, improper storage, or accidental damage after delivery
• items without original packaging, tags, accessories, or included parts
• clearance items, final sale items, or promotional items stated as non-returnable
• free gifts, samples, or complimentary items, unless defective or part of an approved claim
• items returned without prior approval from EXIPAY

For customised or personalised products, EXIPAY will generally not accept returns due to change of mind, incorrect customer-provided information, wrong size selected by customer, artwork approved by customer, or customer preference after production has started.

EXIPAY may consider change-of-mind, wrong-size, wrong-colour preference, or preference-based return requests within fourteen (14) days from the date the order is placed, but approval is not guaranteed.

Such requests may only be considered if:

• the product is not customised or personalised
• the product is unused, unwashed, undamaged, and in original condition
• all tags, packaging, accessories, and included items are returned
• the customer provides sufficient order details and evidence
• EXIPAY approves the request in writing

For change-of-mind or preference-based returns, the customer may be responsible for return shipping fees and any other related charges unless EXIPAY decides otherwise.

Some EXIPAY products may include custom branding, printing, embroidery, engraving, logo placement, artwork, name, colour, packaging, or other personalised specifications.

Customers are responsible for checking all customisation details before confirming an order, including artwork, spelling, logo, colour, size, quantity, layout, and product variation.

Once a customised or personalised order has been confirmed, processed, or produced, it may not be cancelled, returned, refunded, or exchanged unless:

• the item is damaged
• the item is defective
• the item is materially different from the confirmed specification
• the wrong item was sent
• the order is incomplete or missing items
• EXIPAY agrees to accept the request
• acceptance is required by applicable law

Minor colour differences, placement differences, material differences, or production tolerances may occur due to screen display, lighting, printing methods, manufacturing processes, or material variation. Such minor differences may not qualify as defects unless EXIPAY determines that the product is materially different from the confirmed order.

To submit a return, refund, replacement, exchange, missing item, damaged item, defective item, or non-receipt request, please contact EXIPAY through:

Your request should include:

• full name
• account email or phone number
• order number
• product name
• reason for request
• clear photo and/or video evidence
• shipping label photo, where applicable
• tracking number, where applicable
• preferred resolution, such as refund, replacement, exchange, or store credit

EXIPAY may request additional information if required to review the case.

Customers must not return any item without prior approval from EXIPAY.

If your return request is approved, EXIPAY will provide return instructions, which may include the return address, courier arrangement, required packaging, return deadline, and supporting documents.

Unless otherwise stated, approved returned items must be shipped or dropped off within five (5) calendar days after EXIPAY approves the return request.

If the item is not returned within the required timeframe, EXIPAY may reject the request or close the case.

Customers are responsible for packing returned items securely. EXIPAY is not responsible for returned items that are lost, damaged, incomplete, or wrongly delivered due to poor packaging or incorrect return shipping details provided by the customer.

After EXIPAY receives the returned item, we will inspect the item and review the supporting evidence.

We may check:

• product condition
• whether the item matches the approved return request
• completeness of the item, accessories, tags, packaging, manuals, and free gifts
• signs of use, washing, alteration, damage, or misuse
• whether the defect or issue matches the evidence provided
• courier condition and delivery records
• any suspected fraud, abuse, or false claim

If the returned item does not meet the approved return conditions, EXIPAY may reject the refund, replacement, exchange, or store credit request.

In such cases, EXIPAY may return the item to the customer, request the customer to pay additional shipping fees, or take other action that we consider reasonable.

Depending on the case, EXIPAY may offer one or more of the following resolutions:

• full refund
• partial refund
• replacement item
• exchange
• repair, where applicable
• store credit
• goodwill credit
• rejection of claim where the request is invalid

EXIPAY will determine the appropriate resolution at our sole discretion after reviewing the request, evidence, product condition, order details, delivery status, and applicable law.

Where stock is unavailable for replacement or exchange, EXIPAY may offer a refund or store credit instead.

Approved refunds may be made through one of the following methods:

• original payment method, where available
• store credit
• bank transfer
• payment gateway refund
• any other method approved by EXIPAY

If the original payment method is unavailable, expired, invalid, or unable to receive the refund, EXIPAY may issue the refund through another reasonable method, including store credit or bank transfer.

If the order was paid fully using store credit, any approved refund may be returned as store credit.

If the order was paid using a combination of store credit and another payment method, EXIPAY may refund each portion according to the original payment split or through another method we consider appropriate.

Store credit is not cash, not transferable, not interest-bearing, and may only be used on https://mart.exicash.com/, subject to our Terms of Service.

After a refund is approved, EXIPAY will process the refund within a reasonable timeframe.

Refund processing timelines may vary depending on:

• payment method
• payment gateway
• bank processing time
• internal review
• courier investigation
• return inspection
• public holidays
• completeness of customer information

Refunds to original payment methods may take additional time to appear in the customer's bank account, card account, e-wallet, or payment account depending on the relevant payment provider.

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed automatically. For FPX Online Banking, please allow 3–5 working days. For Credit/Debit Cards, it may take 7–14 working days to appear on your statement depending on your bank's processing cycles.

Shipping fee responsibility depends on the reason for return or refund.

EXIPAY may bear reasonable return shipping fees where the issue is caused by EXIPAY, such as:

• wrong item delivered
• damaged item on delivery
• defective item
• incomplete or missing item
• item materially different from description
• confirmed fulfilment error by EXIPAY

The customer may be responsible for return shipping fees where the request is due to:

• change of mind
• wrong size selected by customer
• wrong colour or variation selected by customer
• customer preference
• customer-provided incorrect address
• failed delivery caused by customer
• return of an item that is not defective or not caused by EXIPAY's error
• any other reason not caused by EXIPAY

Original shipping fees may not be refundable unless the return or refund is caused by EXIPAY's error, courier-confirmed loss or damage, or otherwise required by law.

If your order is missing an item, quantity, accessory, or included part, you must report the issue within fourteen (14) days from the date the order is placed.

You may be required to provide:

• photos of all items received
• packaging photos
• shipping label photo
• unboxing video, where available
• order number
• written explanation of what is missing

If EXIPAY confirms that an item is missing, we may provide the missing item, replacement, refund, partial refund, or store credit.

If an item arrives damaged or defective, you must report the issue within fourteen (14) days from the date the order is placed, unless a longer period is required by law or accepted by EXIPAY.

You must provide clear photo and/or video evidence showing the damage or defect.

If EXIPAY confirms that the item is damaged or defective and the issue was not caused by customer misuse, improper handling, alteration, washing, storage, or accidental damage after delivery, we may offer a refund, replacement, exchange, repair, partial refund, or store credit.

If you receive the wrong item, size, colour, design, quantity, or variation, you must report the issue within fourteen (14) days from the date the order is placed.

You must provide photo and/or video evidence showing the item received, product label, packaging, and order details.

If EXIPAY confirms that the wrong item was delivered, we may arrange a replacement, exchange, refund, or store credit.

If your parcel appears empty, suspicious, opened, resealed, or tampered with, you must report the issue as soon as possible and no later than fourteen (14) days from the date the order is placed.

You should provide:

• photos or videos of the parcel before opening, where available
• unboxing video, where available
• photos of packaging and shipping label
• photos of the contents received
• courier tracking details
• written explanation of the issue

EXIPAY may investigate the matter with the courier before approving any refund, replacement, or store credit.

Customers are responsible for providing accurate and complete delivery information.

EXIPAY shall not be responsible for failed delivery, delivery delay, parcel return, parcel loss, or additional charges caused by:

• incorrect address
• incomplete address
• wrong phone number
• recipient unavailable
• refusal to receive parcel
• failure to collect parcel
• delivery restrictions at the address
• customer's failure to respond to courier
• customer's request to redirect the parcel without EXIPAY's approval

If a parcel is returned to EXIPAY due to customer-related delivery failure, EXIPAY may require the customer to pay additional shipping fees for redelivery.

If the customer no longer wants the item after a failed delivery caused by the customer, EXIPAY may deduct shipping fees, handling fees, payment gateway fees, return costs, or other reasonable charges from any refund, where permitted by law.

Customers may request order cancellation before the order is processed, packed, shipped, or produced.

Cancellation is not guaranteed and is subject to EXIPAY's approval.

EXIPAY may reject cancellation requests if:

• the order has already been shipped
• the product has already been packed
• the customised or personalised product has already entered production
• the supplier or production process has already started
• the order is part of a special campaign, clearance, or final sale
• cancellation is not reasonably possible

If cancellation is approved after payment has been made, EXIPAY may issue a refund or store credit according to the payment method, product status, and applicable circumstances.

If an order involved promotions, vouchers, discounts, reward credit, bonus credit, or store credit, the refund amount may be adjusted based on the actual amount paid by the customer.

Promotional discounts, vouchers, bonus credits, free gifts, campaign rewards, or goodwill benefits may not be refundable, exchangeable for cash, or reusable unless EXIPAY states otherwise.

Where a refund is approved, EXIPAY may refund only the net amount actually paid by the customer after deducting discounts, vouchers, promotions, store credit adjustments, shipping fees, or other applicable charges.

EXIPAY reserves the right to reject requests, suspend accounts, cancel benefits, or take further action where we suspect abuse, fraud, or misuse of the return or refund process.

Examples include:

• repeated false claims
• fake or edited evidence
• returning used or different items
• claiming missing items that were delivered
• abusing store credit or refund processes
• chargeback abuse
• submitting misleading photos or videos
• making threats or improper demands
• attempting to obtain refunds, replacements, or store credit dishonestly

EXIPAY may also report serious fraud, bribery, corruption, or misconduct to the relevant authorities where appropriate.

EXIPAY will review each request fairly and on a case-by-case basis.

Our decision may depend on:

• evidence provided
• product condition
• order details
• payment status
• delivery status
• courier investigation
• customer history
• product type
• whether the product is customised or personalised
• applicable law
• EXIPAY's internal review

EXIPAY's decision on refunds, returns, replacements, exchanges, and store credit will be final, subject to any rights available to customers under applicable Malaysian law.

If you have any questions about this Refunds and Return Policy or wish to submit a return, refund, replacement, exchange, missing item, damaged item, defective item, or non-receipt request, please contact: