WARRANTY POLICY

Our warranty coverage timeframe ranges from 2 weeks to 12 months from the date of purchase. Please do reach out to us and send:

  1. Proof of purchase (receipt / warranty card / order screenshot) for verification purpose, and
  2. Video / Photo of the issue encountered.
  3. For orders damaged during delivery, we will refer to unboxing video*.

*If you were unable to record an unboxing video, please do let our customer service personnel know ´･ᴗ･`

What does our warranty cover?

  1. Product malfunction within a short time frame (14 days for items worth RM99 and below, items worth over RM100+ will have a longer time, do refer to the sales person for confirmation).
  2. Product was damaged in transit.
  3. Product (upon unsealing the box) had missing parts / accessories.

Warranty does not cover:

  1. Damage resulting from unauthorized disassembly, repair, alteration, modification, misuse, abuse, spillage of food or beverage on the product and any other accidental human error.
  2. The product to be returned / exchanged must be clean and not exposed to the weather (rain/sun/etc).
  3. Damage resulting from wrong installation or installation in an unsuitable location as well as nature related damages (weather, insects or animal interference) are also not claimable.
  4. Warranty is considered void should any of the above be verified by the on-site technician.

Should we deem the item not faulty after conducting a diagnosis, we will return it to you. HAG STORE SDN. BHD. is the only authorized distributor of all HAG® Products.

Received the incorrect item?

We sincerely apologise for the mistake in packing. As each product is supposed to be double-checked and packed according to the packing list, we fully accept responsibility for this error. We will arrange to send the correct product to you and you may return the wrongly sent product back to us.

  

How do I return the product?

Returning a product to us for warranty claim (for any of the above reasons) needs to be agreed upon between the customer and HAG Store Sdn. Bhd. prior to actually shipping out the parcel. Item(s) to return must be re-packed in the original packaging or a secure, waterproof package with all labels and tags still attached. Alternatively, if you are near one of our outlets, you may walk-in to drop it off along with the receipt for verification purposes.

For returns conducted via Courier Partners, do keep the receipt for reference. 

Return Address:

HAG STORE SDN. BHD.
Attention: Servicing Department
SH8-6-0, Ground Floor, Taman Suria Shoplots Phase 4,
Penampang, 88300 Kota Kinabalu, Sabah.

Contact: 010 237 1555 / 088 717755

Please note that returns are made at your own cost. HAG Store Sdn. Bhd. will only bear the cost of shipping for returning the fixed product to the customer.

How long does it take to process my return?

It takes about 3 to 7 working days for us to process your warranty upon receiving your returned parcel.

Upon receiving the returned parcel, we will update you via mobile. Next, we will check if the defect can be fixed. Once done, we will reach out to you again.

If the product is unable to be fixed, we will advise on next steps, depending on a case by case basis.