Return, Refund & Exchange Policy

Last Updated: 13 August 2026

NSA NIAGA (“mooshop”, “we”, “us” or “our”), the operator of mooshop.com.my, is committed to providing our customers with quality products and satisfactory service.

We carefully inspect and securely pack products before they are shipped. However, products may occasionally be damaged during delivery or may have defects. This Return, Refund & Exchange Policy explains the circumstances and procedures applicable to returns, refunds and exchanges.

1. Return & Refund Requests

Customers who wish to request a return, refund or exchange should contact us as soon as possible after receiving their order.

Return requests must normally be submitted within 3 working days from the date the item is received.

Please contact us through:

Email: admin@mooshop.com.my
WhatsApp: Our official Buyer WhatsApp Support Channel

All return and refund requests are subject to review and approval by mooshop.

2. Eligibility for Return

To be eligible for a return, the item must generally:

• Be unused and in its original condition.
• Be returned in the original packaging, where applicable.
• Include all accessories, manuals, parts and other items supplied with the product.
• Be accompanied by valid proof of purchase, including the order number or invoice.
• Not have been damaged, modified or misused by the customer.

Certain products may have additional return conditions due to their nature, manufacturer requirements or applicable warranty terms.

3. Damaged Items During Delivery

Customers should inspect their package and product as soon as possible after delivery.

If an item appears to have been damaged during delivery, please contact mooshop immediately and provide:

• Clear photographs of the shipping package.
• Clear photographs of the damaged product.
• Photographs of the shipping label.
• A description of the damage.
• Order number and proof of purchase.

Mooshop will review the information and determine the appropriate resolution based on the circumstances, available evidence and applicable delivery or warranty arrangements.

Customers should not dispose of the damaged packaging or product until mooshop has completed its assessment, as the courier or relevant party may require the item or packaging for inspection.

4. Defective or Faulty Products

If a product is suspected to have a manufacturing defect or develops a fault, customers should contact mooshop with the order details and relevant photographs or videos showing the problem.

Depending on the product and circumstances, the resolution may include:

• Product replacement;
• Repair;
• Exchange; or
• Refund.

Where a product is covered by a manufacturer’s warranty, the matter may also be handled in accordance with the manufacturer’s warranty terms and conditions.

5. Change of Mind

Returns due solely to a change of mind may not be accepted unless specifically stated on the relevant product page or agreed by mooshop.

Where a change-of-mind return is approved, the product must normally be unused, in its original condition and packaging, and all return shipping costs may be borne by the customer.

6. Non-Returnable Items

Certain products may not be eligible for return due to their nature, including but not limited to:

• Gift cards;
• Downloadable or digital products;
• Certain health and personal care products;
• Products specifically identified as non-returnable on the product page; and
• Products that have been used, altered, damaged or otherwise made unsuitable for resale by the customer.

This exclusion does not affect any rights that cannot lawfully be excluded under applicable Malaysian law.

7. Partial Refunds

In certain circumstances, only a partial refund may be offered, including where:

• The returned product shows signs of use;
• The product or packaging has been damaged after delivery for reasons attributable to the customer;
• Parts, accessories or original packaging are missing;
• The product has been altered, modified or misused; or
• The condition of the returned product has materially changed from the condition in which it was received.

The amount of any partial refund will be determined after the returned product has been inspected.

8. Return Approval

Do not send any product back to mooshop before contacting us and receiving return instructions.

Once a return has been approved, mooshop will provide the customer with the relevant return instructions and return address, where applicable.

Products returned without prior approval may not be accepted.

9. Return Shipping Costs

Unless otherwise agreed, customers are responsible for the cost of returning an item where the return is due to a change of mind or another reason attributable to the customer.

Where a return is due to a confirmed defective product, incorrect item supplied, or other issue attributable to mooshop, mooshop may arrange or reimburse reasonable return shipping costs, subject to prior approval.

Original shipping charges may be non-refundable unless otherwise required by applicable law or agreed by mooshop.

Customers are encouraged to use a trackable shipping service when returning higher-value products.

10. Refunds

Once a returned item has been received and inspected, mooshop will notify the customer whether the refund has been approved or rejected.

For approved refunds, mooshop will normally process the refund within 7 working days after approval.

Refunds will normally be made using the original payment method or another refund method agreed with the customer.

The time required for the refund to appear in the customer’s bank account, credit card or payment account may vary depending on the relevant bank, payment gateway or financial institution.

11. Late or Missing Refunds

If an approved refund has not been received within the expected period, customers should first check their bank or payment account.

Customers may then contact their bank, card issuer or payment provider to determine whether additional processing time is required.

If the refund is still not received, please contact:

admin@mooshop.com.my

Please provide your order number and refund details so that we can investigate the matter.

12. Sale and Promotional Items

Sale, discounted and promotional products may be subject to specific return or refund conditions stated on the relevant product page or promotional offer.

Any such conditions will not affect rights that cannot lawfully be excluded under applicable Malaysian law.

13. Exchanges

We may accept exchanges for defective, damaged or incorrectly supplied products, subject to availability and approval.

If the requested replacement product is unavailable, mooshop may offer an alternative resolution, which may include a refund.

Customers should contact:

admin@mooshop.com.my

before sending any product back.

14. Gifts

Where an item was purchased as a gift, the refund or exchange will normally be handled in accordance with the original order and payment method.

Where applicable, mooshop may request additional information from the original purchaser before processing a refund or exchange.

15. Required Information for Return & Refund Requests

To help us process your request efficiently, customers should provide:

1. Proof of payment, receipt or invoice;
2. Order ID;
3. Clear photographs of the product;
4. Clear photographs of the packaging, where applicable;
5. Videos or other evidence where necessary to demonstrate a fault or defect;
6. A clear explanation of the reason for the return or refund; and
7. Bank or payment details where required for an approved refund.

Mooshop may request additional information or evidence where necessary to assess a return, refund or exchange request.

16. Assessment and Resolution

Every return, refund and exchange request will be reviewed based on the circumstances of the case, the condition of the product, the information and evidence provided, and any applicable manufacturer or warranty requirements.

Depending on the circumstances, mooshop may provide an appropriate resolution such as:

• Refund;
• Replacement;
• Exchange;
• Repair; or
• Other reasonable resolution agreed with the customer.

17. Contact Us

If you have any questions regarding this Return, Refund & Exchange Policy, please contact us:

NSA NIAGA (mooshop)
Website: mooshop.com.my
Email: admin@mooshop.com.my
WhatsApp: Official Buyer WhatsApp Support Channel

Return Address (where applicable):
9810 Taman Bukit Payong
21400 Marang
Terengganu
Malaysia

Please do not send any return to the above address until your return request has been approved and you have received return instructions from mooshop.

18. Applicable Law

This policy is intended to operate in accordance with applicable laws and regulations of Malaysia.

Nothing in this policy is intended to exclude, restrict or remove any consumer rights or remedies that cannot lawfully be excluded or restricted under applicable Malaysian law.

Mooshop reserves the right to update or amend this policy from time to time. Any updated version will be published on this website.