Refund & Return Policy

Last updated: February 9, 2026

Thank you for shopping at hypegoo.com.

We aim to provide quality products and a positive shopping experience for customers in Malaysia. Please read this Refund & Return Policy carefully before placing an order.

This policy is intended to operate in accordance with applicable Malaysian laws and consumer protection requirements.

1️⃣ Eligibility for Refunds & Exchanges

You may request a refund or exchange within 7 days of receiving your order if any of the following applies:

✔ The item arrived damaged or defective
✔ You received the wrong product
✔ The item is materially different from the product description or order

To be eligible for a return or exchange:

• The item must be unused, unless the issue concerns a defect or damage upon delivery

• The item must be in its original condition as reasonably applicable

• Original packaging, accessories, tags or other included items should be returned where applicable

• You may be required to provide photographs or videos showing the issue

Certain products may be subject to additional return conditions due to their nature.

2️⃣ Cash on Delivery (COD) – Important Rules

For Cash on Delivery (COD) orders in Malaysia:

🔹 Customers are encouraged to check the package and product condition as soon as reasonably possible after delivery.

🔹 If an item is damaged, defective or incorrect, please contact our customer support team promptly with your order number and supporting photos or videos.

⚠️ Refusing a COD delivery without a valid reason may be treated as an unsuccessful delivery rather than an approved return or refund.

Repeated unjustified COD refusals, fake orders or other misuse of the COD service may result in restrictions on future COD purchases or account suspension, subject to applicable law.

3️⃣ Non-Refundable Items

Unless otherwise required by applicable Malaysian law, refunds or exchanges may not be available for:

• Items damaged due to misuse, negligence or improper handling after delivery

• Items that have been altered, modified or used improperly

• Items returned after the applicable return period

• Orders refused at delivery without a valid product-related reason

• Clearance or final-sale items where the product page clearly states that they are non-refundable

• Products that are not eligible for return due to their nature, where such restriction has been clearly communicated before purchase

Nothing in this section is intended to exclude or limit any rights that cannot lawfully be excluded under applicable Malaysian consumer protection laws.

4️⃣ How to Request a Refund or Exchange

To request a refund or exchange, please contact our support team and provide:

• Your order number

• Full name used for the order

• Description of the issue

• Clear photographs or videos showing the problem

• Any other information reasonably required to assess your claim

📧 Email: support@hypegoo.com

Our customer support team will review your request and normally respond within 24–48 business hours.

Please do not send any product back before receiving return instructions or authorization from our support team.

5️⃣ Return Shipping Process

If your return or exchange request is approved, we will provide the applicable return instructions.

Please do not return products to an address that has not been confirmed by our support team.

Return shipping costs will generally be handled as follows:

• If the return is caused by our error, such as an incorrect product being sent or a product arriving defective or damaged, we will cover or reimburse reasonable return shipping costs where applicable.

• If the return is due to customer preference or reasons unrelated to a product defect or our error, the customer may be responsible for the applicable return shipping costs.

• Return shipping arrangements may vary depending on the product, courier and circumstances of the return.

6️⃣ Refund Processing

Once a returned item has been received and inspected, we will notify you whether the refund or exchange has been approved.

For approved refunds:

✔ Refunds will generally be made using the original payment method where reasonably possible.

✔ The actual time for the funds to appear in your account may depend on the relevant bank, payment gateway, card issuer or other payment provider.

COD Orders

For Cash on Delivery orders, as no online payment may have been collected at the time of purchase, approved refunds may be processed through:

• Malaysian bank transfer

• E-wallet or other available electronic payment method

• Another payment method mutually agreed upon between the customer and HypeGoo

• Customers may be required to provide accurate payment details for the purpose of processing a COD refund.

We will not be responsible for delays caused by incorrect bank or payment information supplied by the customer.

7️⃣ Late or Missing Refunds

If your refund has been approved but you have not received it:

• Check your bank account or payment account

• Check with your card issuer or payment provider where applicable

• Allow additional processing time depending on the payment method

• Contact us if the refund remains unresolved

📧 Email: support@hypegoo.com

8️⃣ Order Cancellation

Customers may request cancellation of an order within 12 hours of placing the order, provided that the order has not already been processed, packed or shipped.

Cancellation requests are not guaranteed once order processing has begun.

Once an order has been shipped or handed over to the courier, it generally cannot be cancelled through the cancellation process. In such circumstances, you may need to follow the applicable return process.

Where applicable Malaysian law provides a customer with a mandatory right to cancel, return or obtain a refund, those statutory rights will continue to apply.

9️⃣ Fraud & Abuse Protection

To protect our customers, courier partners and business operations, we may monitor unusual order and return activity, including:

• Repeated unjustified COD refusals

• Repeated fake or fraudulent orders

• False or misleading damage or defect claims

• Abuse of refund or return procedures

• Attempts to obtain refunds for products that were not legitimately purchased or returned

Where there is reasonable evidence of fraud or abuse, we reserve the right, to the extent permitted by Malaysian law, to:

• Cancel suspicious orders

• Restrict COD availability

• Limit future purchases

• Suspend or restrict accounts

• Refuse transactions associated with fraudulent activity

We will take reasonable steps to ensure that such measures are applied consistently and in accordance with applicable Malaysian laws and regulations.

📞 Contact Us

For refund, return or exchange enquiries, please contact:

📧 Email: support@hypegoo.com

📍 Operational Location:
Flat A-3-5, Block A, Jalan Tun Razak

Website: hypegoo.com

📌 Notes & Best Practices

• ✅ Customers are encouraged to inspect their orders as soon as reasonably possible after delivery.

• ✅ Please take clear photos or videos of damaged, defective or incorrect products.

• ✅ Providing your order number will help us process your request more quickly.

• ✅ Do not return products before receiving return instructions from our support team.

• ✅ Keep your courier tracking information and return receipt until your refund or exchange has been completed.

• ✅ For COD orders, please provide accurate Malaysian bank or payment details if a refund is approved.