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Refund and Exchange Policy

At Harvey Norman Online we want our customers to be completely satisfied with their purchases.

We recommend you read our Returns Policy prior to making a purchase from our website, so you are familiar with our policy on refunds, returns and repairs and your legal rights and remedies. We also recommend you immediately inspect any goods that we deliver to you or that you collect from one of our stores, to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you.

If you have any questions about this policy, please contact our Customer First Team.

This Returns Policy only applies where you make a purchase online from our website.

The Returns Process

Make sure all the requirements for refund/exchange are met.

Report your claim by visiting one of our retail stores or contacting us.

We will conduct an evaluation within 7 days (If necessary, a pick-up will be arranged).

If the claim is valid, a refund or replacement will be processed.

Read more about the Returns Process »
More questions about Returns and Refunds »

What is the returns process?

Returns must be done within ten (10) working days starting from the day the goods are delivered to you. You may return your order (or items) for any of the following reasons:

  • You received the wrong item in your package.
    And the general requirements for returns are as follows:
    1. You have proof of purchase (order invoice number and receipt).
    2. The goods must be in new condition and returned in the original, unopened packaging along with all original accessories (including manuals, warranty cards, certificate of authenticity) and any free gifts received with it.
    3. The product must not have been used or installed or had any data inputted.
  • Under what conditions is/are the product non-returnable:
    1. In the interests of hygiene: duvets, sheets, pillows, headphones and Bluetooth headsets, Earphones, Personal Care Products, Health and Fitness products cannot be returned unless they are unopened and in their original packaging.
    2. Apple Products, Computer Software, Ink Cartridges and toner, Mobile Phone.
    3. Once Installed: Video Game Console, Video Games, Made-to-order/Custom-Made, Air-Conditioner, TV (once wall-mounted)
    4. Once Used: All Electrical and kitchen appliances, IT, cameras, accessories, Mattresses and Assembled Furniture.
    5. Items such as laptops, tablets, desktop computers, software, games, DVD's, CD's, Recordable media and other equipment which contain a security seal that has been broken or tampered with.
    6. Consumables such as coffee capsules cannot be returned unless they are unopened and in their original packaging.
    7. Customised/made-to-order goods, special order items, bed linen, mattresses, beds, divans, assembled furniture cannot be refunded or exchanged. If delivery has taken place, the refund will exclude delivery charges paid. One exchange is allowed per purchase. The exchange product will not be eligible for further exchange or refund unless faulty.

If your return meets all the requirements above and you wish to proceed with the return, please have your order invoice number ready and simply visit any of our retail stores or contact our Customer First Team at CustomerFirst.MY@harveynorman.com.my

Our customer service agent will verify the return reason and arrange a free return pick-up for you. Our courier company will pick up the package at the time specified by you. We will conduct an evaluation within seven (7) days starting from the day we received your returned items. You will receive an email confirmation once the returned item is received from our end.

If your return is valid, we will process your refund or replacement, based on what you have indicated to our Customer First Team. If it's valid, we will reimburse you with a refund through the same mode of payment that was made in the original purchase.

If your return is not valid, we will notify you and arrange the items to be returned. For the items to be returned, a delivery fee will be chargeable. We reserve the right to reject any return, exchange, refund deemed unfit or unreasonable.


Returns and Refunds FAQ

Returns

Do I have to pay for shipping when I return my purchase?

We believe that in order to have the best possible online shopping experience, our customers should not have to pay for return shipping for faulty products on date of arrival. Our Customer First Team will verify and assess the return reason and arrange a free return pick-up for you if you contact the team on the arrival date.

For changes of mind or other exchanges: Check our Shop With Confidence policy.

We do our best to accept all returns. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. We reserve the right to reject any return, exchange, refund deemed unfit or unreasonable.

What if my product is damaged in transit?

If any goods are delivered to you are damaged, simply visit any of our retail stores or contact our Customer First Team at CustomerFirst.MY@harveynorman.com.my within seven (7) working days of receiving the delivery.

We will arrange to have the damaged goods returned and either arrange for a replacement of the goods or refund the price to you. Damaged goods must be returned in the condition received by you with all original packaging, accessories and/or manuals. We reserve the right to reject any return, exchange, refund deemed unfit or unreasonable.

What if my product is faulty or defective?

If you found the goods to be faulty or defective, simply visit any of our retail stores or contact our Customer First Team at CustomerFirst.MY@harveynorman.com.my within seven (7) working days of delivery and we will determine if the product is faulty or defective and offer you one of the following options:

Replacement: The same product that you ordered will be shipped to you at Harvey Norman's expense. Our Customer First Team will contact you within 24 hours with the replacement product delivery time, and the process to return the Dead on Arrival product.
Service: You may have the product repaired; however, once serviced the product is no longer eligible for replacement.

Product must be deemed faulty or defective by our Customer First Team within seven (7) working days of delivery in order to receive a replacement unit. This may include inspection of the goods, arranging for the goods to be sent for repair, or providing you with a replacement. We reserve the right to reject any return, exchange, refund deemed unfit or unreasonable.

Refunds

How long will it take for me to receive a refund?

Your returned items, together with your return slip, are usually received and accepted at our warehouse within seven (7) working days after the courier company picks up the package from you. A refund will be issued shortly after we receive your items from the courier company, according to the preferred refund method indicated on your return slip.

For credit cards, it may take up to fourteen (14) working days, subject to processing duration of the bank.

How will I be refunded?

If you paid using a credit card, the refund will be made to your credit card.

I've changed my mind and would like to cancel my order. Will I be refunded?

We understand that hasty decisions are made at times when it comes to shopping. Should you like to cancel your pre-paid order before it is ready for delivery (within 1 hour once email confirmation of your order has been sent out), simply visit any of our retail stores or contact our Customer First Team at CustomerFirst.MY@harveynorman.com.my you will be refunded fully via your payment mode through Credit Card within fourteen (14) working days, subjected to processing duration of the bank. We reserve the right to reject any cancellation, refund deemed unfit or unreasonable.

We regret to inform that any cancellations after 1 hour once email confirmation of your order has been sent out, we will not be able to cancel your order as it's already been dispatched for delivery.

We reserve the right to reject any cancellation, refund deemed unfit or unreasonable.


I have further questions, whom should I contact?

Should you have further questions or concerns, please contact our Customer First Team at CustomerFirst.MY@harveynorman.com.my.

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