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14-day returns and refunds policy

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14-day returns and refunds policy

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14-day returns and refunds policy


Malaysia’s first Apple Store at The Exchange TRX will be opening its doors this Saturday, 22nd June 2024. If you’ve purchased an item and have a change of mind, the official retail store offers a 14-day returns and refunds policy for greater peace of mind.

For example, if you bought the wrong colour or storage size for a new iPhone, you can exchange it or request a full refund, provided you fulfil the return and refund conditions. The policy also applies to unboxed items provided that the devices are in pristine condition with the complete accessories.

How to return products and get a refund from an Apple Store in Malaysia?

iPhone 15 at Apple The Exchange TRX

Apple’s Return and Refund policy is also applicable for purchases made through the online Apple Store and the full details including terms and conditions can be found online.

To return an item, you’ll have to visit the online Self Service platform which is available 24 hours a day or call Apple at 1800-80-6419. For eligible products, you have up to 14 calendar days to initiate a return from the time you receive your items.

To return an item, you’ll need to sign in using your Apple ID, select the item you wish to return on your most recent order and click on the Return Items link. For each eligible item that you want to return, you’ll need to select it and provide a reason for the return and state whether you’ve opened the box.

Once you’ve verified your details and return address, you can print the pre-paid label and packing slip which you can attach outside your return box. If you have multiple items to return, you may pack them in a single box. Apple recommends using the original packaging if you’re returning a computer.

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After a return request is submitted, you will receive an email confirmation and a designated carrier will contact you within 2 business days to arrange collection.

Apple The Exchange TRX
Apple The Exchange TRX

The refund request is initiated immediately once the devices have been received by Apple. If the payment was made via credit card, the refund will be sent to the card-issuing bank within 3 to 5 business days of receipt of the returned products. If the products were paid with Apple Store Gift Cards, they will be refunded as Apple Store Gift Card by email.

Meanwhile, for online banking and digital wallet, the refunds are also expected to be transferred to you within 3 business days of receipt of the returned items. Customers can check their status via the online self-service website. The T&C states that Apple will only remit refunds to a Malaysian bank account where the name of the bank account holder matches the payor’s name. They can only remit refunds domestically and cannot remit refunds outside of Malaysia.

The refund policy doesn’t cover telco plans and contracts as any telco arrangement is governed by a separate arrangement between you and the provider. This means any applicable termination fees will apply if you cancel a service that’s tied to a device.

What about products purchased from Apple The Exchange TRX?

Apple The Exchange TRX Pick Up Area
Apple The Exchange TRX Pick Up Area

If you purchase an Apple product from the official Apple Store at The Exchange TRX, you must bring along the official receipt which is also sent to you via email during the purchase. If you’re eligible for a refund, it will take about 5 working days.

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Take note that the official Apple Store can only process returns and refunds for purchases made from Apple’s own retail outlet, and they can’t process exchanges and refunds for Apple products purchased from other official resellers such as Machines or Switch. It is also stated that products can only be returned in the country or region in which they were originally purchased.

Apple’s website also states that the only exchange exceptions are personalised items (such as engraved iPad devices or AirPods) and Mac computers that have been custom-configured. These items can only be returned and your refund will be issued to the payment method you used during the order.

For more info, you can check out Apple Malaysia’s Returns & Refunds page.





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