Free delivery from RM 500 in Peninsular Malaysia, RM 800 to Sabah and Sarawak

Mintaoo

Delivery, payment, warranty

Frequently asked questions

Delivery, installation, payment, warranty and returns, answered in full. Jump to a section or search the page.

Orders and payment

Which payment methods do you accept?
FPX online banking from every major Malaysian bank, credit and debit cards, Touch n Go eWallet, GrabPay, ShopeePay and Boost, and instalments through Atome and SPayLater. The full list is shown at checkout, because what is available can depend on the amount.
Why is SST added at checkout instead of being in the price?
Prices on the site are the price of the goods, and Sales and Service Tax at 8% is added as its own line at checkout. That is what a Malaysian tax invoice does, and it means the figure you compare between shops is the figure for the product rather than a number with a tax folded into it.
Is the price I see the price I pay?
Yes, plus SST, delivery and installation, and each of those three is shown as a separate line before you pay. Nothing is added at the last step that was not visible at the step before it.
My payment failed. Has my order gone through?
No. A failed payment leaves the order unpaid and your basket intact, and any stock it was holding is released straight away. You can retry from the order page, or message us and we will take it manually.
I was charged but the order says unpaid. What now?
That is almost always a bank authorisation that has not settled yet, and it clears by itself within a few hours. Send us the order number and we will check it against the gateway. Where a charge really has been taken without an order behind it, it is refunded in full.
Can I use more than one voucher on an order?
One voucher per order, unless the voucher itself says it can be combined. A voucher with a minimum spend is checked against the order total before SST and delivery.
Can I change or cancel an order after placing it?
Yes, at any point before it is dispatched, for a full refund including delivery. Large appliance deliveries are scheduled by phone, so there is normally a clear window. Message us with the order number as soon as you can.
Do I get a tax invoice?
Yes. Every paid order produces a tax invoice showing our SST registration number and the tax as a separate line, and you can download it from the order page at any time. Tell us before you pay if it needs to be in a company name.
Do you sell to businesses?
Yes. Order as normal and give us the company name and registration number for the invoice, or message us first if you need a quotation or a purchase order raised against it.

Delivery and installation

How long will my order take to arrive?
The Klang Valley is one to three working days, the rest of Peninsular Malaysia two to five, and Sabah, Sarawak and Labuan five to nine. The clock starts when payment clears rather than when the order is placed, and large items to East Malaysia travel by sea and sit at the longer end.
What does delivery cost, and when is it free?
Delivery is free on orders above RM 500 in Peninsular Malaysia and above RM 800 to Sabah and Sarawak. Below that it is worked out for your address at checkout. Delivery starts at RM 15 to Klang Valley, RM 25 to Peninsular Malaysia and RM 59 to East Malaysia. Your own address is priced at checkout before you pay.
Do you deliver to Sabah and Sarawak?
Yes, to every state including Labuan. Smaller items go by air and large appliances by sea, which is why the East Malaysian lead time is longer and its free delivery threshold is higher.
What happens on the day a large appliance arrives?
We call to agree a day and a window before anything is dispatched. A two person team brings the item into the room it is going in, unpacks it, levels it and takes the packaging away. What they cannot do is get it up a staircase it will not fit, so it is worth measuring the route first.
What is included in installation?
A standard installation includes the labour and the ordinary materials: brackets, piping, fixings and cabling as the product needs. It is booked as a line on the order at checkout. Anything beyond standard, such as running piping through a concrete wall, is quoted and agreed before the work starts.
Will you take my old appliance away?
Yes, on request, for any large appliance we are installing. Tell us when we call to schedule so the team arrives with room in the van. It goes to a licensed recycler.
Nobody was home and the delivery failed. What happens?
We rebook it. A second failed attempt is charged at the original delivery rate, so tell us as early as you can if the day no longer works and there is nothing to pay.
Can I collect my order myself?
No. Our office in Puchong is not a warehouse and our showrooms hold display stock rather than sale stock, so everything is delivered.

Returns and refunds

How long do I have to change my mind?
Fourteen days from delivery to tell us, and a further fourteen to get the item to us. It has to be unopened, unused and complete, in its original packaging with every accessory in the box.
Who pays to send it back?
You do, when you have changed your mind. Either arrange your own courier or ask us to collect, in which case the collection charge comes off the refund and we tell you what it is first. Where the item is faulty or is not what you ordered, we pay both ways.
What cannot be returned?
Large appliances that have been installed or connected, sealed items opened on hygiene grounds, activated software and licences, made to order items, and anything returned incomplete or damaged in your care. None of that applies when the product is faulty.
It arrived damaged or faulty. What do I do?
Tell us within seven days of delivery and we will replace it, repair it or refund it in full including the original delivery, at no cost to you. Photographs usually get a replacement moving the same day. Keep the packaging until it is settled, because a carrier claim needs it.
How do I start a return?
Sign in, open the order and choose Request a return. Guests can use the order tracking page or message us with the order number. You will have an RMA number and collection instructions within one working day. Please do not send anything back before you have that number.
How is my refund paid back, and how long does it take?
To the original payment method, which the payment networks require: FPX to the bank account it came from, a card to the same card. We refund within seven working days of receiving the goods and checking them, and your bank then takes its own time, usually up to two working days for FPX and e-wallets and five to ten for cards.
Do I get the SST back?
Yes. The refund includes the SST charged on the items being returned, because the tax follows the sale it was charged on. Your credit note shows it as its own line, exactly as the invoice did.
What happens to my voucher if I return part of an order?
We refund what you actually paid for those items after the discount rather than the list price. If returning an item takes the order below the voucher minimum, the voucher is recalculated and the difference comes off the refund. A single use voucher on a fully refunded order is reissued if it has not expired.

Warranty and service

How long is a product under warranty?
The period is stated on every product page and runs from the delivery date. As a guide, most large appliances carry one to two years on the whole unit with a longer separate period on compressors and direct drive motors, and small appliances usually carry one year.
Who deals with a warranty claim?
We do, in Malaysia. Message us with the order number and what the product is doing; we book the service visit or the collection and keep you posted. You are not handed a phone number for an overseas service centre.
What is not covered?
Accidental damage, misuse, power surges and lightning, consumables such as filters and batteries, cosmetic wear, commercial use of a domestic product, and installation by anyone other than an authorised installer where the manufacturer requires one. Air conditioners are the case where that last one bites.
Do I need to keep the receipt?
No. Your order confirmation is your proof of purchase and it carries the order number, the model and the delivery date, which is everything a service centre asks for. If you have lost the email we will send it again.
Do I have to bring a large appliance in for repair?
No. Refrigerators, washing machines, dryers, built-in kitchen appliances and installed air conditioners are serviced where they are.
Are these products covered by a Malaysian warranty?
Yes. Everything we sell is intended for the Malaysian market and its warranty is honoured by the manufacturer here. We do not sell grey imports, and the moment that difference matters is the moment something has already gone wrong.

Products, stock and prices

Is everything on the site in stock?
The product page says. Anything showing as in stock is stock we hold or can draw from an authorised Malaysian distributor within the stated lead time. Where a model is out of stock we say so rather than taking the order and hoping.
Can you get a model you do not list?
Often, if it is sold in Malaysia through an authorised distributor. Send us the model number on WhatsApp and we will tell you whether we can get it and how long it takes, rather than guessing at it.
Are the products new?
Yes. Everything is new, sealed and intended for the Malaysian market. We do not sell refurbished or ex-display units without saying so on the product page.
Do the pictures show the exact product?
They show the model, and colours vary between screens. Where a specification matters to your decision, the manufacturer current specification governs, and if a product turns out not to be as described you can return it.
Will the price drop after I buy?
It might, and prices move both ways. The price you pay is the one shown when your order is accepted, and a later change does not affect an order already placed in either direction. Our offers page carries whatever is reduced right now.

Your account and data

Do I have to create an account to buy?
No. Guest checkout is available and you still get a confirmation email, a tracking link and an invoice. An account keeps your addresses, your order history and your warranty details in one place, which is the part that matters a year later.
How do I follow my order?
From Your orders in your account, or from the order tracking page with the order number and the email address the order was placed with. We also email you when payment clears, when we start preparing it, when it ships with its tracking number, and when it is delivered.
How do I stop the marketing emails?
Every marketing email carries an unsubscribe link that works without signing in. Unsubscribing does not stop the emails about an order you have placed, because those are part of the service you bought.
What do you do with my personal data?
Only what is needed to take and deliver your order, handle warranty and support, prevent fraud, meet Malaysian tax record keeping, and send marketing where you asked for it. We do not sell personal data. The detail is in our privacy notice and our PDPA notice.
How do I get a copy of my data, or have it corrected?
Most of it you can see and change yourself in your account. For anything else, write to us using the address on the contact page and we will respond within 21 days, as the Personal Data Protection Act 2010 requires.

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