Return & Exchange Policy
All purchases may qualify for a return or exchange within fourteen 14-days from date of receiving the item(s). Customers may exchange an item for a different colour or size and of equal value only.
The item(s) must be in resale-able condition with original packaging. For refund processing an invoice need to be attached upon return.
Please submit your request at Product Return and it will be reviewed by METROJAYA e-Commerce team. We will arrange to pick up and re-send the item at NO Charge if it is manufacturing fault. For example, or other reasons of return (the shipping charges will be borne by customer).
We reserve the right to replace with a new item of the same original order. Shipping charges are not refundable; all points accumulated will be deducted upon refund of the item(s).
IF returning an item that qualified you for a free-gift, please include the free-gift with your return. If you choose to keep the free-gift, you will be charged for this value.
Please note that your rights to return Products Does NOT apply to product which falls into the following categories, unless they are faulty or not as described;
- Skin Care, Cosmetics and Fragrances
- Made to measure or personalised goods
- Footwear and Leather products
An exception can be made for items deemed faulty and cannot be fixed or replaced by the store as per Consumer Rights Directive 2011/83/EU.
What is your exchange policy?
- We are unable to accept exchanges online, however you can exchange your goods at any MJ Department Stores physical store within the location and district of purchase. (being prove of payment, or receipt print-out)
- Any purchases made on or after the second week shall be eligible for exchange either until the 15th or 30 days from the date of purchase, whichever is later. You can make the exchange for another product of your choice providing it is priced the same or higher than your original purchase.
- Please ensure that the goods are in resalable condition and that you bring your invoice as proof of purchase. All standard conditions apply.
Please retain your online payment receipt. METROJAYA is always happy to exchange or refund all item(s) using the original method of payment as long as the item(s) are returned in a re-sellable condition (with original packaging, tags and/or labels) within 30 days from the date of purchase.
If you do not have your original online payment receipt, we will allow customers to make a like for like exchange for the same item, or for the current value of the item, whichever is lower at the time of return. For example, you can change the size or the colour of an item.
RETURNING PRODUCTS TO A STORE
If you wish, you can exchange a product to a physical METROJAYA store located in the same country your online order was placed in. You will not be charged a fee for exchanging a product at a store.
However, please note that you cannot return a product to a physical store if you are cancelling your contract within the 14 days cooling off period as described below.
Moreover, our stores don’t refund online orders. To return an online purchase, please follow the steps on this page.
- You must take your Products to one of our physical stores within 30 days* of receiving the products, with the online payment invoice as your receipt. Find your nearest METROJAYA store by clicking here.
- The Tax Invoice must be presented and you will be asked for the reason for the return and whether you would like an exchange or refund. You will also have to present the original purchase card to receive a refund.
- Please note, any orders that have been placed not using a credit/debit card cannot be exchanged in any METROJAYA store. Should you wish to return an order that has not been paid for by a credit/debit card, please send this back to our warehouse following the steps below.
RETURNING PRODUCTS BY POST
(PLEASE NOTE: THIS IS ONLY APPLICABLE TO ONLINE PURCHASES)
If you wish to return an online purchase via post, please follow the instructions outlined below.
Please note we do not offer pre-paid postal returns. Complete the returns process on;
- Complete the returns process on this page and print the file generated when the process is completed.
- Enclose the return note in your package (the sheet with the information about the items you want to return).
- Ensure the product(s) is in a securely wrapped parcel. Place the returns address label provided on the parcel (PLEASE NOTE THAT THIS LABEL IS NOT FOR THE CARRIER, YOU STILL NEED TO CHOOSE A CARRIER AND PAY FOR THE SHIPPING.) The returns address should be:
MJ Department Stores Sdn Bhd
Mid Valley @ e-comm
1st Floor, Mid Valley Megamall,
Mid Valley City, Lingkaran Syed Putra,
59200 Kuala Lumpur
- Take the parcel to a Post Office or courier. Ask the Post Office or courier for your proof of posting certificate.
- The clerk will stamp the proof of posting on dispatch and you should retain this until you receive your refund.
- Regrettably we can only provide a refund for a lost return once we have been provided with a proof of posting certificate.
It is your responsibility to keep all return receipts, making a shipment by registered mail or by any other means necessary to enable a precise proof of the sending date.
If you are unhappy with any of your purchases and feel it may be defective due to a manufacturing fault, please do get in contact with us through our contact from (select topic: SUPPORT). Please do provide as much information as possible concerning the product and the order.
If you are a consumer and return a defective Product to us (which must be by post) we will examine the returned Product and will notify you of your refund via e-mail within a reasonable period of time.
We will usually process the refund due to you as soon as possible and, in any case within 30 days of the day we confirmed to you via email that you were entitled to a refund for the defective Product.
Products returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us.