If you look at the receipts of purchase from retail outlets here, you will often find this clause printed on it: “Goods sold are not returnable” or “No refund once sold”.
I’m not one who will be pushed into a corner if I find that I have purchased an item that is defective. I will not let the above clauses stop me from going back to the retailer and asking for a refund or exchange of the item. A defective item is by no means the fault of the customer and an exchange or refund should not be refused by the retailer all the same. Note that the clause above is not applicable on defective goods.
In many cases where I have approached the retailers for such incidences, I have never been turned away. This is because consumers have the right to such exchange or refund should the item they purchase are found to be defective.
So if you have such a situation at hand, do not throw out your purchase and go out to buy another. Make sure you exercise your right as a consumer and get what is rightly yours.
If for some strange reasons the retailer refuses your request for a refund or exchange, what can you do? Well, bring the retailer to the Small Claims Tribunal Court. Lodge a complaint with the court by filling up a form (the form will cost you RM5) and pay the administrative charges of RM10 (this will be refunded to you by the retailer once found guilty on top of the refund of the product). The entire process will take about 2 months to be settled.
The court is located at:
Tribunal Tuntutan Pengguna Malaysia,
Tingkat 16, Putra Place,
100, Jalan Putra,
50622 KUALA LUMPUR
Tel: 03 – 40492300 /40424181
Fax: 03 – 40424259
You can also refer to the website of the Ministry of Domestic Trade and Consumer Affairs, more specifically at the Consumer Rights page.
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