How do I return an item?


Before returning an item, please check out our Returns & Refunds policy to make sure your item is eligible for return.

 

If your return meets all the requirements and you wish to proceed with the return, please fill up the Online Returns Form.

What happens after I fill up the Online Returns Form? click the link below to fill the form

https://celsius.com.my/index.php?controller=contact

  •        Our customer service agent will contact you shortly
  •        A pickup service will be arranged for your item if your return reason is valid
  •        You will receive an email once your returned item is received at our warehouse
  •        We will evaluate the product based on your return request and update you within 5          working days

 

If your return is valid, we will notify you and reimburse you with a refund via one of the following methods: Store Credit, Bank transfer (for COD), Paypal refund, molpay refund or Credit/Debit Card reimbursement.

If your return is not valid, we will notify you and send the item back to you.

What is [˚C ] CELSIUS Returns & Refunds policy?

 

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 time you fill out the Online Returns Form.

 

Requirements for a valid return:

  •        You have a proof of purchase (order number, buying invoice, etc.)
  •        The product is not installed or had any data inputted
  •        Return reason has to be valid and returns acceptance conditions met
  •        (check out below)

 

or which reasons can I return an item?

You may want to return your item due to any of the following reasons:

Return ReasonsReturns Acceptance Conditions

New conditionSealed conditionComplete (free gifts, accessories, original box)Not damagedTags & labels attached

Damaged* 
*Damaged parcels must be reported within 24 hours of receiptxx✓x✓

Defectivexx✓✓✓

Does not fit (for fashion items)
*NOT APPLICABLE for International products✓x✓✓✓

Not as advertised✓x✓✓✓

Wrong item delivered✓x✓✓✓

Missing parts / Items✓xx✓✓

Change of mind*
*NOT APPLICABLE for International products✓✓✓✓✓

NOTE: In the unlikely event that your return is invalid, our Customer Service will notify you before sending it back to you.

Can I return an item after 7/14 days upon receipt?

Your item cannot be returned after 7 calendar days for items under [˚C ] CELSIUS Buyer Protection Guarantee and 14 calendar days for items under 100% Satisfaction Guarantee.

Passed this period, if the item is covered by a manufacturer’s warranty, for prompt assistance please contact the manufacturer directly to organize the return.

You can also find all the contact information of your product’s warranty center on the warranty card inside your package.

Read more about warranty information here.

How do I track my return status?

You can track return status using the tracking number provided to you by our logistics partner or via our Order Tracking tool.

How long is the quality evaluation process?

Refund process only begins after we have completed evaluating your returned product.

This quality evaluation process may last up to 5 business days.

You will receive the credit within 5-15 working days, depending on your bank policies.

How do I prepare for my return pick-up?

Pack your return item(s) in the original packaging along with all accessories (including manuals, warranty cards, certificate of authenticity) and free gifts received with it.

Insert your proof of purchase (Buying invoice, delivery note, bank statement) in the package.

[˚C ] CELSIUS cover the shipment cost for returns?

Yes. Returning an item with [˚C ] CELSIUS is free of charge.

[˚C ] CELSIUS offer replacement?

[˚C ] CELSIUS does not offer replacement for the item(s).

Some sellers on [˚C ] CELSIUS store might offer replacements; however, you will need to directly arrange the replacement with the seller.

 

I have returned my item. How soon will I receive my refund?

Our refund process begins once we have completed the quality evaluation of your return. We will send you an email and SMS notification once completed.

To process your refund more quickly, you have the option to request a refund via store credit. You can also get refunded via bank transfer if you opted for Cash On Delivery. If you used Credit/Debit card or Paypal, your refund will be sent to the same account.

Payment Method (at the time of purchase)Refund MethodProcessing Time (after return has been evaluated)

Credit card/Debit cardCredit card5 - 15 working days

PaypalPaypal2 working days

Cash on Delivery Bank transfer - 5 working days

 

Does [˚C ] CELSIUS refund shipping fees?

The shipping fee is refunded depending on the reason for the return or cancellation.

In the following cases the shipping fee will be refunded:

  •        Seller cancels the order
  •        Return due to damage/defect
  •        Return due to missing items/parts
  •        Return due to incorrect/wrong item received

 

In the following cases the shipping fee will NOT be refunded:

  •        Customer cancels the order
  •        Customer rejects the parcel at the door
  •        Return due to change of mind