Refund & Return Policy

incentiv5 operated by Metaspace Sdn Bhd ("we", "our", "us"), customer satisfaction is our priority. This Refund & Return Policy outlines the terms and conditions under which we offer refund & return for products (excluding e-vouchers) unless stated otherwise.

1. Returns

  • Eligibility: You may return your order within 7 working days of receipt, if the product is incorrect, damaged or defective. To be eligible for a return, items must be unused, in the original packaging and with all tags attached
  1. 'Incorrect' means the product is not the product you ordered; the model/colour is different from what is indicated on your order summary; or there are missing item(s) or part(s) from the packaging.
  2. 'Damaged' means the product is found to be damaged or broken upon receipt.
  3. 'Defective' means the product is found to have technical defect(s) where the customer must refer to any nearby Manufacturer Service Centre for further advice.
  • Non-returnable Items: Certain items that cannot be returned such as stocks clearance item will be specified accordingly.

2. Return Process

  • Initiate a Return: Contact us at finance@metaspacesdnbhd.com  within 7 working days of receipt. Customers to provide order number, reason for the return, photos of the damaged item and packaging to support their claim. Items must be unused, in the original packaging and with all tags attached to be eligible for the return.
  • Shipping Cost: You will be responsible for paying your own shipping costs for returning items unless the return is due to reasons in 1 (a) and/or 1 (b). Ensure items are securely packaged to prevent damage.

3. Refunds

  • Processing Time: Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days.
  • Admin Fee: A 5% administrative fee, based on the value of your purchased items, will be imposed for the refund.
  • Conditions for Rejection: We reserve the right to reject refund or return request
  1. Out of Return Window: Requests made after the specified return period of 7 working days from the date of delivery.
  2. Item Condition: Items that have been used, damaged, altered, or are not in their original packaging.
  3. Non-returnable Items: Certain items, including but not limited to stocks clearance items which is specific accordingly, are not eligible for return or refund.
  4. Missing Documentation: Return request lacking photos of the damaged items and packaging.
  5. Return Policy Violations: Any return that does not comply with our return policy guidelines may be denied.

4. Replacements

  • Replacements for the same item ordered are provided exclusively for incorrect or damaged items only. Depending on availability, we will guide you through the replacement process.

5. Contact Us

  • For any questions regarding refunds, please contact us via email at finance@metaspacesdnbhd.com.