Return and Refund Policy

Return and Refund Policy

Last updated: 29 May 2026 Effective date: 29 May 2026

At Mipos Sdn Bhd (Company No. 202201032890), operating shop.mipos.my, we want every customer to be satisfied with their purchase. This Return and Refund Policy explains when and how you can return a Product, the conditions that apply, and how refunds are processed. This Policy forms part of our Terms and Conditions.

If you have any questions before reading further, please contact us at [email protected] or WhatsApp 010-3167 320.

1. Overview

We will accept returns and issue refunds for Products that are:

Dead on Arrival (DOA) — defective when first received;

Damaged in transit — physically damaged upon delivery;

Wrong item delivered — different from what you ordered;

Missing items or accessories — incomplete delivery;

Change of mind — subject to strict conditions (see Section 4.4).

Each category has different rules, timeframes, and procedures, set out below.

2. Return Window

Requests submitted after these windows may not be accepted.

3. Eligible vs Non-Eligible Items

3.1 Eligible for return

Unused Products in original condition;

Products still in their original packaging, with all accessories, manuals, and seals intact;

Products accompanied by the original invoice or proof of purchase.

3.2 NOT eligible for return or refund

The following Products are non-returnable and non-refundable, except where they are DOA, damaged in transit, or have a manufacturer defect:

Activated software licences and subscription services (e.g. FeedMe POS, EzyRetail subscriptions);

Consumables and accessories that have been opened or used (e.g. thermal paper rolls, ink, ribbons, cables);

Customised or made-to-order Products (e.g. printed LED menu boards with customer artwork, custom-branded items);

Products with broken seals, missing serial numbers, or signs of physical abuse, liquid damage, or unauthorised modification;

Products purchased through clearance, special promotion, or “final sale” channels where so stated at checkout.

4. Categories of Returns

4.1 Dead on Arrival (DOA) / Defective Products

If your Product is faulty or does not function as intended when first received:

Notify us within 7 days of delivery via [email protected] or WhatsApp 010-3167 320;

Provide your order number, photos or video showing the defect, and a brief description;

We will arrange a free replacement or full refund (your choice) after inspection.

4.2 Damaged in Transit

If your parcel arrives visibly damaged:

Take photos of the outer packaging and the damaged Product before unboxing further if possible;

Report to us within 7 days of delivery;

We will arrange a replacement or full refund at no cost to you. Return shipping will be paid by Mipos.

4.3 Wrong Item or Missing Items / Accessories

If you receive the wrong Product, or if items or accessories are missing from your parcel:

Notify us within 7 days of delivery with your order number and photos of the items received and the original packaging;

We will dispatch the correct or missing items, or issue a refund, at our discretion. Return shipping for any incorrectly sent items will be paid by Mipos.

4.4 Change of Mind

If you simply change your mind, you may return the Product subject to the following conditions:

Request must be made within 7 days of receiving the Product;

The Product must be unused, in its original condition, with all original packaging, accessories, manuals, and seals intact;

The Product must not show any sign of use, installation, or activation;

A copy of the original invoice must be included.

Important:

Return shipping costs for change-of-mind returns are borne by the customer;

Original shipping fees paid at checkout are non-refundable for change-of-mind returns;

We reserve the right to apply a restocking fee of up to 15% of the Product price for change-of-mind returns of POS hardware, LED displays, or other bulky items, to cover repackaging and processing;

If the returned Product is found to be used, damaged by the customer, or with missing parts, no refund will be issued and the Product will be returned to you at your cost.

4.5 Manufacturer Warranty Claims

For defects discovered after the 7-day DOA window but within the manufacturer’s warranty period:

POS terminals are typically covered by a 12-month manufacturer warranty from the date of delivery (warranty periods for other Products are stated on the respective Product page);

Contact us first; we will assist in coordinating with the manufacturer or authorised service centre;

Warranty claims may result in repair, replacement, or refund at the manufacturer’s or our discretion, subject to the brand’s warranty terms;

Warranty does not cover damage caused by misuse, accidents, unauthorised modification, liquid damage, or normal wear and tear.

5. Order Cancellation (Before Dispatch)

You may cancel an Order before it has been dispatched by contacting us as soon as possible at [email protected] or WhatsApp 010-3167 320. A full refund will be issued to your original payment method.

Once an Order has been dispatched, it can no longer be cancelled and must be handled as a return under Sections 3 and 4.

6. How to Initiate a Return

Contact us first — email [email protected] or WhatsApp 010-3167 320 with:

Your order number;

The reason for return;

Photos or videos (for DOA, transit damage, wrong item, or missing items);

Wait for our return authorisation — we will respond within 2 working days with return instructions and confirmation;

Pack the Product securely in its original packaging with all accessories and a copy of the invoice;

Ship the Product to the return address below using a tracked courier service:

Mipos ShopTech (Mipos Sdn Bhd) No. 29, Jalan 2, Taman Len Seng, 56000 Cheras, Wilayah Persekutuan Kuala Lumpur, Malaysia Attn: Returns Department

Share the tracking number with us once shipped so we can monitor the return.

Please do not ship Products back to us without prior authorisation — unauthorised returns may be refused or delayed.

7. Return Shipping Costs

8. Lost Return Parcels

Customers are responsible for ensuring the safe return of Products to us. We strongly recommend using a tracked and insured courier service. Mipos shall not be liable for any returned parcel that is lost, stolen, or damaged in transit on its way back to us.

9. Inspection Process

Once we receive your returned Product, our team will inspect it to verify:

The Product matches what was originally sold;

It is in the required condition (per Sections 3 and 4);

All accessories, manuals, and packaging are present.

Inspection is typically completed within 5 working days of receipt. We will notify you of the inspection outcome by email or WhatsApp.

10. Refund Method and Timeline

10.1 Refund Method

Refunds will be issued to the original payment method used for the purchase:

Credit / debit card payments → refunded to the same card;

FPX online banking → refunded to the same bank account;

E-wallet payments → refunded to the same e-wallet.

We do not issue refunds in cash, by cheque, or to alternative accounts.

10.2 Refund Timeline

Refunds are processed within 3–10 working days after we confirm the inspection outcome;

Depending on your bank or card issuer, it may take an additional 5–14 working days for the refunded amount to appear on your statement;

For credit card refunds, the original transaction will be reversed; the refunded amount will be visible on your next billing cycle.

If you have not received your refund after 14 working days from our confirmation, please contact us and we will follow up with the payment gateway.

11. Partial Refunds

Partial refunds may be issued in the following circumstances:

Returned Product shows minor signs of use but is otherwise resaleable;

Original packaging is missing or significantly damaged;

Accessories or manuals are missing;

Multi-item Orders where only some items are returned (shipping fees are non-refundable in proportion to the kept items).

The amount of any partial refund will be communicated to you before processing, and you may choose to accept the partial refund or have the Product returned to you at your cost.

12. Exchanges

We currently process exchanges as a return + new Order:

Return the original Product following the procedure in Section 6;

Place a new Order for the desired Product on shop.mipos.my.

This ensures correct stock allocation and faster processing. If you wish to exchange a Product for one of equal or higher value, please contact us first to coordinate timing.

13. Chargebacks

If you have a concern about a charge, please contact us first at [email protected] so we can resolve it directly — this is almost always faster than filing a chargeback through your bank.

Filing a chargeback without first contacting us may result in:

Suspension of your account;

Refusal of future Orders;

Recovery of legal and administrative costs incurred in disputing the chargeback.

We work in good faith to resolve all genuine complaints and will issue refunds in line with this Policy without the need for a chargeback.

14. Updates to This Policy

We may update this Policy from time to time to reflect changes in our services, legal requirements, or business practices. The “Last updated” date at the top of this page will indicate when changes take effect. Continued use of shop.mipos.my after changes are posted constitutes acceptance of the updated Policy.

15. Contact Us

For all return, refund, and order-related enquiries:

Mipos Sdn Bhd (Company No. 202201032890) Trading as: Mipos ShopTech No. 29, Jalan 2, Taman Len Seng, 56000 Cheras, Wilayah Persekutuan Kuala Lumpur, Malaysia

Returns Email: [email protected] WhatsApp / Phone: 010-3167 320 General Enquiries: [email protected] Business Hours: Monday to Friday, 9:00 AM – 5:00 PM (lunch break 12:30 PM – 1:30 PM); Saturday, 9:00 AM – 2:00 PM. Closed on Sundays and public holidays.

By placing an Order on shop.mipos.my, you acknowledge that you have read and agreed to this Return and Refund Policy.