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Return & Refund Policy

Returns at UYA are FREE and EASY. For more details and clarity on the return process, check our return policy below:

UYA Return Policy:

You may return your item to us within 7 or 14 calendar days, depending on the item you purchased. Countdown starts from the date you received the item to the post stamp date on the return parcel. The returns policy applicable for each item can be found on the right side of the Product Page.

Item’s Return Policy:

Your products’ Return Policy can be found on the right side of the product page on the website or right after the merchant’s name on the UYA app. The logo for each policy can be found below:

Return Policy Coverage of return policy
UYA
Logo
100%
Buyer Protection
7 calendar days
UYA
Logo
100% Buyer Protection
Satisfaction Guaranteed
14 calendar days

Acceptable Return Reasons:

Your return can only be approved based on the following reasons:

Damaged item

  • Complete with free gifts, accessories and in the original packaging
  • Tags & Labels attached

Defective item

  • Complete with free gifts, accessories and in the original packaging
  • Not damaged
  • Tags & Labels attached

Item does not fit (Not applicable for shipped from abroad)

  • Unused condition
  • Complete with free gifts, accessories
  • Not damaged
  • Tags & labels attached

Item is not as advertised

  • Unused condition
  • Completed with free gifts, accessories and in the original packaging
  • Not damaged
  • Tags & Labels attached

Wrong item delivered

  • Unused condition
  • Complete with free gifts, accessories and in the original packaging
  • Sealed condition – except when item cannot be identified whilst still contained in the original packaging
  • Not damaged
  • Tags & Labels attached

Missing Parts/item

  • Unused condition
  • Not damaged
  • Tags & Labels attached

Return after 7-14 days:

Beyond the allowable returns period, in case the item is covered by a manufacturer or supplier warranty, please contact the manufacturer or supplier directly to organize the return

You may also find the contact information of your product’s warranty center on the warranty card inside your package. If not available, please call us at (03-123 4567).

Process for returning an item:

  • Check validity of return policy
  • Fill in online return form & print shipping label
  • Pack the item & attach shipping label on the box
  • Drop off at our courier partner
  • Refund Processing
  1. Make sure it meets the criteria for a valid return
  2. Fill in the Online Returns Form
  3. Drop off your item at any Citylink outlet and don’t forget to get your Acknowledgement Return Receipt
Drop-off Partners Citylink
Requirement Customer need to create Online Return Form from their UYA account to get return tracking number & RA code (RN********), and a copy is required.

IF customer unable to print the ORF

1.Write down the RN No & Tracking No on the package.

Reimbursement options:

There are 3 kinds of reimbursement: Voucher, Refund, Replacement. Below is the list of options available for each type of reimbursement per return reason:

1. Damaged/Defective/Wrong item delivered/Missing parts/Item does not fit/Signs of usage/Product is expired.

Reimbursement options:

Voucher, Refund, Replacement

2. Not as advertised/Item may not be authentic

Reimbursement options:

Voucher, Refund, Replacement

3. Items from overseas
Damaged, defective,etc.

Reimbursement options:

Voucher, Refund, Replacement

Steps to access the Online Returns Form:

  1. Return everything that you have received (freebies and accessories included) Note: prior to returning electronic items, please delete/remove your personal information which includes usernames and passwords.
  2. Send your item in its original packaging. Also make sure the tags and labels are attached.
  3. Tape printed Return Form on the package. If you cannot print, please write down on a piece of paper the 9 digit Order Number or the 15 digit Return Number that starts with RN and stick it on the package.

Note: please do not write anything on the box otherwise we will refuse your return

All items sold on Uya are covered under the 100% Buyer Protection and/or Satisfaction Guaranteed. The logo(s) of the return policy for each item can be found on the item’s page

Return Logo on Product page 7 day easy returns (change of mind not applicable) 14 day easy returns 14 day easy returns (Change of mind not applicable) This item is non-returnable (*)
Acceptable period for return 7 days 14 days 14 days At delivery
Return by “change of mind” No Yes No No
How to distinguish Logo Logo Logo Logo

Depending on the applied Return policy, you may return your item to us within 7 or 14 calendar days. Countdown starts from the date you received the item to the post stamp date on the return parcel.

Use the tracking number found at the Acknowledgement Return Receipt and track it on Citylink website.

Time frame for the quality evaluation process:

After we receive your package at the warehouse, the quality evaluation process will be completed within 48 hours but may be extended. Please be informed that for certain products, this process may take more time.

Time frame to receive your reimbursement:

Replacement option: once the item has undergone the quality evaluation process, expect to receive the item within the following timeframes:

Within Kuala Lumpur: 1-7 working days
Outside Kuala Lumpur: 5-12 working days

Refund option: customers who have requested for refund can expect to receive it within the following timeframes:

Note: In case of weather disturbances and other natural calamities, please refer to the website for updated as it may take longer to receive your replacement.

Refund can be processed in case of return or cancellation. For your convenience, we offer different refund options for you to choose from, basing on your payment method at the time of purchase.

We will update you via email and SMS once your refund has been initiated. You will be able to see the credited amount on your statement as per the lead time listed in the table below for each of the refund channels.

If the refund does not arrive after the next two months’ statements, please contact your issuing bank or party directly for support.

Payment method(at the time of purchase) Refund Method UYA processing time(after return has been evaluated/cancellation has been done) Bank processing time (after refund has been processed by UYA)
Credit Card/Debit Card Credit Card 1-3 working days 5-15 working days
(depending on your bank)
Paypal Paypal 1-3 working days None
Cash on delivery Bank transfer/Store Credit 1-3 working days 1-3 working days
Bank Transfer Store credit 1-3 working days None
Bank Transfer Ipay88 reversal refund 1-3 working days 5-15 working days
(depending on your bank)
Gift voucher/store credit Store credit 1-3 working days None