Return and Refund Policy

Return & Refund (Online Purchase)

General refund or exchange is not offered.


In the event of any cancellation made pursuant to Section 6 of our Terms and Conditions is the refund of the amount paid by you in respect of any cancelled Transaction. Nothing in this policy shall entitle you to further or additional compensation, and you shall have no right to insist on completion of the transaction and/or delivery of the products under the order. In the event of special case depending on management approval to be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original sealed packaging and sent back to Mac City outlets within 5 days from date of receive.


Dead On Arrival (DOA) for Apple-branded Product

(DOA may apply only on selected Apple-branded models strictly based on the Apple’s DOA policy and guideline) 

An Apple-branded hardware product is considered DOA if it shows symptoms of a hardware failure, preventing basic operability, upon its first use out of the box. If you believe that your product is DOA, please contact our toll-free service & support line 1-800-88-1997, you must contact us within 24-hours from the time you received the product. Any call received after 24-hours from the time you received the product will not be entertained. Therefore, we advice you to unbox the product immediately to test the product. Product must be deemed DOA by Mac City Service Centre Staff (and/or by AppleCare Technical Support). Therefore, you are require to bring the product to our Service Center for verification within a given time frame.

Mac City do not offer any refund for any Apple branded products under DOA. However, Mac City will determine whether the product is DOA and offer you the options of either a replacement or proceed with repair and/or service as required.

(a)    Replacement: We may replace to you the same product that you ordered either by delivering the product to you; or you may require to collect the replacement unit at the nearest Mac City outlet. product and the process of delivery (or collection) of the replacement product. 

Product must be deemed DOA by Mac City Service Centre Staff (and/or by AppleCare Technical Support) in order to have the option of a replacement unit.

(b)    Service: You may have the product repaired; however, once serviced, the product is no longer eligible for replacement.


Refund/return policy for Non-Apple branded product

Refunds or exchanges are only applicable to Non-Apple branded products and/or at the sole discretion of the Company.

Any requests for refunds or exchanges after seven (7) days from the date of purchase will not be entertained.

Refunds or exchanges will not be provided for the reasons of change of color, change of specifications, change of a non-defective unit for a different model/brand, or if you simply change your mind. 

Mac City Sdn Bhd will at its own discretion to decide whether to accept the refunds or exchanges in the event the goods:

  • are not functioning or damage due to a manufacturing defect
  • do not match the description by which they were sold
  • are of the wrong model to what you have ordered.
  • are supplied in the incorrect quantity
  • are out of stock and no longer in production (End-Of-Life ; EOL)


Due to copyright issues, opened software cannot be returned. Please verify your system requirements before placing your order.

If we accept merchandise for return that does not fall into any of the above categories, we may charge a minimum of 15% restocking fee.

In some circumstances, we may need to send the goods to the manufacturer for assessment and evaluation to determine whether you are entitled to an exchange, refund or repair. Evaluation process may take up to 21 working days (or more) depending on the evaluation process by the manufacturer. Mac City Sdn Bhd shall be under no liability in respect of any defect arising from cosmetic defects, fair wear and tear, or any willful damage, negligence, subjection to normal conditions, or misuse or alteration of the goods.

Please be reminded that only Non-Apple branded accessories may be entitled for return or exchange and at the sole discretion of Mac City Sdn Bhd. Mac City Sdn Bhd will not be obliged to accept any goods that are damaged or tampered with in any way. Goods must be in new/original condition with all tags and packaging intact, with all packaging and manuals.

We highly recommend that you retain your proof of purchase. Mac City refunds process requires a minimum of 21 working days. Credit card refunds processing is subject to the Merchant bank’s processing time. When returning a product for a refund, you will be asked for your name, address, signature & banking account number under YOUR name as authorization for the refund transaction into your back account or credit card. There are strictly no cash refunds available over the counter.

In the event that the Company approves for a refund or exchange, the customer will be notified of the appropriate procedures. Customer are require to follow strictly to the procedure in order to ensure a smooth process.

There will be a minimum of 2% administrative charges for credit card refund.