Refund policy

Effective date: 8 September 2026

We stand behind every product sold through thats.store. This Policy explains when returns, refunds and after-sales support are available.

Nothing in this Policy limits any non-excludable right or remedy available under applicable Malaysian consumer law.

Change-of-mind returns

We do not accept change-of-mind returns or exchanges once a product’s packaging or seal has been opened.

A product is considered opened if its factory seal, shrink wrap, security label or original packaging has been broken, removed or materially damaged.

If your product remains unopened and you wish to request a return, contact us before sending anything back. Any return requires prior approval and must follow the instructions provided by our support team.

Manufacturing defects within 30 days

If a product shows a suspected manufacturing defect within 30 days of delivery, contact us at help@thats.store.

We may request your order details, photographs, video, diagnostic information or return of the product for inspection. If the issue is inspected and confirmed as a manufacturing defect, we will accept the return and provide a full refund to the original payment method.

Damage caused by misuse, accident, unauthorised repair or modification, improper storage, normal wear and tear, or failure to follow the manufacturer’s instructions is not considered a manufacturing defect.

Warranty support

If a product requires after-sales assistance during its applicable warranty period, thats.store will provide one-to-one support and follow the case from first contact through to completion.

Depending on the issue, this may include troubleshooting, coordinating inspection, communicating with the manufacturer or authorised service centre, arranging logistics, and keeping you updated until the case is resolved.

Warranty coverage, duration and available remedies may also be subject to the relevant manufacturer’s warranty terms.

Loan device for phone repairs

If a mobile phone purchased from thats.store requires repair during its applicable warranty period, we will assist with the repair process and provide a temporary loan phone for use during the repair period.

The model supplied may differ from the purchased product. The loan phone remains the property of thats.store and must be returned in the condition in which it was provided, subject to reasonable use. Identification, a refundable deposit, signed acknowledgement or other reasonable safeguards may be required before release of a loan device.

Eligibility

The services described in this Policy are available only for products purchased directly from thats.store. Proof of purchase or a valid thats.store order number is required.

Products purchased from another retailer, marketplace, reseller or private seller are not eligible for return, refund, warranty coordination or loan-device service through thats.store.

How to request help

In every case, contact help@thats.store before returning a product. Include:

your order number;the product name and serial number, where applicable;a clear description of the issue; andphotographs or video where relevant.

Do not send a product to us without return authorisation and instructions. Unauthorised returns may be delayed or refused.

Where a return is approved, the product should be securely packed with the original accessories and any other items specified in our instructions. If the purchase included complimentary items, we will confirm whether they must also be returned.

Refund processing

Approved refunds will be issued to the original payment method. Processing times may vary depending on the payment provider or financial institution. Original delivery charges and other costs will be handled in accordance with applicable law and the circumstances of the approved claim.

Policy changes

We may revise this Policy from time to time without prior notice. The latest version published on this page will apply, subject always to any mandatory rights and obligations under applicable law.

Contact

For any return, refund, defect, warranty or repair enquiry, contact help@thats.store. We are here to help you through the process from start to finish.