Help

Read Most Frequently Asked Questions Here 

 

1. How Do I Register For An Account?

Registering a Primehub Account is fast & easy.

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2. I Forgot My Password, What Should I Do?

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3. Return & Refund Policy

PrimeHub is dedicated to offering our members the best products and are here to help if your order is not quite as expected. You are entitled to a replacement (subject to stock availability) or refund for products that may have a major failure.

Should you have any questions or concerns about this policy or an item you have received, please reach out to our Member Relations Team for assistance via the Contact Us section of your Account online.

1.    Change of Mind Returns

If an item has been received as advertised without fault, we are not required to provide a refund or replacement. With saying that, we understand that everyone changes their mind from time to time. For more information regarding change of mind returns, please refer to our Change of Mind Return Policy, which can be found below our general Return Policy.

2.    The Item Doesn’t Match the Description

We work hard to present all products on our website as accurately as possible. If the item you have received is so different from the description that you would not have bought it, you are entitled to a refund.

3.    The Item Received is Faulty Or Damaged

If the item has a major fault, you are entitled to choose between a refund or replacement of the item. In some instances, we may request photographic evidence of the fault. You will be issued with a refund upon receipt and assessment of the returned goods.

How To Return

If you need to return an item, please Contact Us with your order number and details about the product you would like to return. Be sure to include as much information as possible so that our team can assist you as quickly as possible. From here, our team will get back to you within 1 business day with further instruction on how to remedy the situation. You must lodge a return request and return the item within 7 calendar days of receiving your order.

If you are unsure about your eligibility to return or have any questions about a product, our Member Relations Team can be contacted via the Contact Us section of the website and will be happy to assist.

When Will I Get My Refund

You should expect to receive your refund within 4 weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

Change of Mind Return Policy

This policy is exclusively for returning goods that are delivered as advertised without fault. If you have received an item that doesn’t match the description or has a fault, please refer to our general Return Policy.

What is a Change of Mind Return

We deem returns that are a change of mind when the goods are true to how they were advertised and are delivered in a fine condition, free from defect or fault.

What Can I Return as Change of Mind

We accept most items back if you change your mind, however we do have some exceptions. The item must be unused and be in a fine and resalable condition. All original packaging and tags (where applicable) must be intact. Any instruction manuals, guides, add-ons or free gifts must also be returned.

Delivery Fee Will Not Be Reimbursed For Change Of Mind Returns

If you had paid a delivery fee originally for the item, this will not be reimbursed. You will be required to pay for costs and expenses in returning the item to our facility. We encourage you to use a trackable service as any lost returns cannot be reimbursed.

 

4. Shipping & Delivery

Items purchased will be couriered via Standard Shipping service within 3-5 business days for West Malaysia, and 3-7 business day for East Malaysia (Monday to Friday, excluding weekends and Public Holidays) upon order payment confirmation. All orders are subjected to bank authorization prior to processing. Only authorized orders will be processed and shipped.   

Please note that our delivery is 3-5 working days for West Malaysia, 3-7 working days for East Malaysia with exceptions of additional 3 working days during our peak period. Orders will only be delivered to street addresses in Malaysia. PO Box addresses are not deliverable. Orders are processed Monday to Friday excluding weekends and public holidays. Orders made on Friday after 3pm and on weekends will be processed on the following Monday.    

While we do everything we can to ensure your order is delivered in a timely manner, we will not be liable for any delays caused by our partner carrier, which is out of our reasonable control or foresight.

If you find that items are damaged upon delivery, please report to our Member Relation Team on the same day with supporting evidence and your Invoice number. In the rare circumstance that your product is missing from your order, please report to our Member Relation Team on the day of delivery and we will be happy to assist.    

PrimeHub will not be responsible for orders signed for by someone other than the designated recipient.                  

Tracking

Once your orders have been picked up by our assigned logistic company, tracking codes would be available and you can then track the delivery status of your orders via the links below:        

1. Go to http://www.skynet.com.my/ , on the tab “Track Your Parcel”, enter your tracking code on the field provided and click submit.   

2. Go to https://www.poslaju.com.my/track-trace-v2/, then key in your tracking number and click track.