FAQ

COURTS Price Promise

COURTS Promise

New Price Promise  (Malaysia) - Updated on 16 March 2018

1. Lowest prices guaranteed in-store and online or else 30-Day Triple the Price Difference if you find a lower price at our competitors

COURTS will ensure that our prices are the lowest or at least the same as competitors.

How do we ensure that?

We do that by sending independent auditors to check our prices against competitors on a daily basis.

Why do we do so?

So that all our customers can buy from us knowing that the price they bought at COURTS will always be the lowest they can find in the market for the next 30 days.

What if after buying the item from COURTS, I found a lower price at your competitors?

In some rare instances where you find a lower price at our competitors after you have purchased the item from COURTS, you will be compensated up to triple the price difference. See how the compensation works:

Types of ProductNumber of Days Eligible for RefundThe Price Difference RefundableExamples: COURTS' PriceRetailer with Lower PriceRefund Amount
TV, Home Theatre System, Computer, Tablet, Camera, IT Gadgets 10 Days 150% the price difference RM1,000 RM970 RM45 (1.5 X RM30)
Home Appliance, Air-Conditioners, Hood & Hob, Kitchen Appliances, Personal Care 20 Days 200% or double price difference RM2,000 RM1,950 RM100 (2 x RM50)
Furniture, Bedding, Mattress, Bicycle, Apple Brand Products 30 Days 300% or triple the price difference RM3,500 RM3,350 RM450 (3 X RM150)

The product must be exactly the same?

Yes, we will price match or refund the price difference on a "Like-for-Like" basis on the same product brand & model including prevailing tax (GST), manufacturer's warranty and same payment method as well as mode of delivery. Do note that some of our competitors will sell "export set" which do not come with local warranty or charge you extra for using your credit card.

Who are considered your competitors?

All local retail competitors who are authorised by the vendor to sell a new, factory-sealed product with a local warranty . 

How do I request a price match or refund price difference from a COURTS store?

Customers can go to any stores or call our Customer Service Hotline 1800 88 1832 within 10-30 days (depending on the type of products) from date of purchase. Please show us the lower price that is still in effect that you want COURTS to price match.

How do I show "proof" of price?

The best way to show proof of price is to bring in a picture of competitor's price tag, competitor's advertisement and catalogue to facilitate the price match. COURTS will then review and verify the price match request, in some situation we will call up the competitors to confirm the price.

How long do I have to wait to get a refund?

If you visit any of our physical stores with the necessary "proof" as above, we will process the claim within 7 working days and give you the refund in the form of COURTS Cash Vouchers. If you call our Customer Service hotline, we may need more time to verify the claim before we get back to you.

What if the competitor does not have them in stock or has limited quantities of the product?

Sometimes a listed competitor will advertise for a product with very limited quantities for a special price or the item may even be out of stock, in these scenarios, the item will not be eligible for price matching or refund the price difference.

Does COURTS price match "free gift with purchase" offers?

No. COURTS does not price match "free gift with purchase" offers as they are not exactly like-for-like.

Does COURTS price match offers with financing?

No. COURTS also does not price match to competitor's price that can only be received when using the competitor's credit card or any other financing offers.

Does COURTS match competitors' trade-in value and offers on trade-in products?

No. COURTS does not match competitors' trade-in value and offers on trade-in products.

How will the difference in price refunded to me?

The difference will be paid in the form of COURTS Cash Vouchers.

What are the exclusions?

  • The online or in-store prices of retailers not listed above
  • Mobile phones with contract
  • Motorbikes
  • Products sold by marketplace sellers
  • Any financing offers, bundle offers, free gifts, pricing errors, coupon offers, items that are advertised as limited quantity, trade-in offers, out of stock items, discontinued models, display sets, refurbished / used items, items bought under PWP offer, loyalty club member's special, special hour / one day only sale event items, special event / tradeshows / exhibitions, credit card offers and rent / lease programs
  • Each item is only entitled to price match or refund the price difference once
  • Refund the price difference is for items that have been fully paid and delivered, for items that have not been fully paid, we do at least a price match

2. Upsized COURTS Extended Warranty. Get complete peace of mind by extending the product warranty up to 10-year

The most comprehensive warranty coverage in Malaysia where your products get covered for double the usual duration found in the market. Check in-store for more details or refer to www.courts.com.my/policies.

3. It is perfectly ok if you change your mind with our 30-Day Hassle Free Exchange & Refund Policy.

What do I do if I want to exchange or get a full refund for an item I bought at your stores?

If you are not happy with the product you purchased, regardless whether you bought it online or at our physical store, just bring it back to any of our store within 30 days for an exchange or refund. Do kindly bring back the sealed item along with the original receipt, warranty card, free gifts, vouchers, accessories, associated with the purchase in its original condition (sealed box).

What if I have opened the box or unsealed the item?

We will still exchange or make a full refund within 14 days of the purchase with the complete original packaging, original receipt, warranty card, free gifts, vouchers, accessories associated with the purchase in its good condition.

When returning software, ink cartridges, batteries, tablets, mobile phones, game consoles, they must be in sealed and original condition to be eligible for a refund or exchange.

How will my money be refunded to me?

The refund will be given in the same mode of payment that was used in the original purchase. If delivery has taken place, then the refund will exclude delivery charges paid. For payment made with credit card, bank may take 4 to 6 weeks to process the refund.

What if the product is found damaged upon opening the brand new box?

We will replace the product for you if we find such cases we define as "Dead on Arrival or in short DOA" within 14 days of the purchase date. After 14 days, we will repair the item for you.

What are the exclusions?

  • Display set items sold as seen
  • Apple branded products like iPad/iPhone. (Apple computer is eligible for refund/exchange)
  • Made-to-order and personalized orders made especially for you are not exchangeable / refundable. (Items where a customer has requested specific attributes (e.g. finish, color, size) or where we build upon your order)
  • Assembled furniture and air-conditioners (once installed)
  • Home appliances (once used), mattresses, personal care products, beauty & body products, apparels & accessories, health & fitness products, headsets and earphones due to hygiene reasons.
  • For headsets and earphones, you will need to send the product back to the manufacturer authorized office for exchange.

4. Products Reservation for 14-Day

If you found something that you like to buy but can't make up your mind yet. Fret not as you can now reserve it for 14-day.

How do I reserve an item?

If the stocks are available in the store, simply place a 5% or RM50 (whichever higher) fully refundable deposit (on the current selling price) to reserve the products and we will put it aside for you for 14 days. The deposit is fully refundable in the event you decided that you do not want to buy the item, you will just need to go back to the same store you placed the deposit to get a full refund. Return mode will be the same as your mode of payment.

What are the exclusions?

  • Newly launched products within 90 days of first launch date in Malaysia
  • Advertised limited set items or hourly special deals
  • Reservation of products is not possible online currently

5. Same Day Delivery as quick as 5-Hour (For Klang Valley Only)

We understand that at times, you will need a bulky item delivered to you quickly. Now you can enjoy your purchase item within the same day when you need it on the same day.

How does the 5-Hour works?

If you buy an available stock item before 1pm, we will deliver by 6pm. Or if you buy before 4pm, you will the item by 10pm. Customers or representative must be at home to receive the delivery during the window time. Arrival time excludes assembly/set-up time.

For customers staying in Condominiums placing their orders after 1pm on a weekday and at all times on a weekend or Public Holiday, the customer must provide the Condominium Management approval letter at the time the order is placed.

(Excludes Seremban, Nilai, Banting, Kuala Selangor and Bentong areas)

What is the latest time I need to buy to enjoy same day delivery?

5pm is the latest cut off time, any time after that, we will try our best to send at the earliest available time the next day.

How much does it cost?

RM 109 (excluding tax).

Can I cancel or made changes to same day delivery?

In order to get your order to you speedily, it will be hard to cancel this after we send our truck out. Hence we are not able to call back the truck. If you really need to change or cancel the truck, another delivery arrangement with another delivery fee will have to be chargeable.

What are the exclusions?

  • Items not stocked in our warehouse
  • Direct delivery from our suppliers/partners
  • COURTS Flexicredit purchase
  • Installation services and air-conditioning requiring installation
  • Made-to-order products
  • Online purchase is not available for same day delivery currently, please approach our physical stores for this service

COURTS reserves the right to amend any terms and conditions without prior notice.

The COURTS Exchanges, Returns and Refunds Policy

Please make sure you read and understand this Policy. We may amend this Policy at any time.

Part 1 of this Exchange, Return and Refund Policy (this "Policy") sets out the categories of Products that cannot be exchanged, replaced or refunded under this Policy.

Part 2 of this Policy sets out the rules and procedures that must be followed to exchange, return or obtain a refund in respect of a Product purchased from COURTS on COURTS Online.
2.1: Hassle-Free Exchange Policy
2.2: Exchange / Return Policy
2.3: Sales Cancellation

Part 1: Products that cannot be exchanged, replaced or refunded

The following categories of Products cannot be exchanged, replaced or refunded under this Policy:

  • Electronics & IT Devices: Apple Products, Personal Digital Assistant (PDA), Mobile Phone, Game Console, Made to-order/Custom-Made, Air-Conditioner (once installed), Home Appliances (once used), Headsets and Earphones, audio, video games, soft wares or products of the same type and E-books, E-journals.
  • Fitness, Sports & Outdoor: Hygiene related products & Health and Fitness.
  • Home, Kitchen & Bedding: Mattresses and Assembled Furniture.
  • ALL Made-to-order/Custom-made Products.

Part 2: Rules for products purchased from COURTS

Cancellations, Exchanges & Returns

2.1. Hassle-Free Exchange Policy – Now extended to 30 days. If you change your mind, that's cool with us.

If you're not totally happy with the product you purchased, you may contact us on our hotline to arrange for the necessary, within a period of 30 days (from date of purchase/delivery, whichever is later) for sealed items and a period of 14 days for opened boxes. Please provide the sales confirmation email at the time of return/exchange.

  • The product (excludes display set items) must be in its original packaging, in good condition, including the box, with the guarantee card and your valid purchase receipt from COURTS.
  • All display set items are strictly not returnable/exchangeable or refundable.
  • On returning the goods, please note that free gifts, vouchers, accessories associated with the purchase must also be returned at the same time.
  • If returning software and ink cartridges, it must be unopened.
  • In the event of a cancellation with no exchange in product, a refund will be given in the same mode of payment that was used in the original purchase.
  • Certain categories of products cannot be exchanged. These include Apple Products, Personal Digital Assistant (PDA), Mobile Phone, Game Console, Made-to-order/ Custom-Made, Air Conditioner (once installed), Home Appliances (once used), Mattresses and Assembled Furniture.
  • Personal Care Products, Headsets and Earphones, Health and Fitness products are not allowed for exchange due to hygiene reasons.
  • For any product sold at reduced price and there is no same model to replace COURTS is only able to do refund for the value paid by the customer. Customer can also opt to choose another item and pay the price difference.
  • If delivery has taken place, then the refund will exclude delivery charges paid.

2.2. Exchange / Return Policy

In accordance with the Consumer Protection Act 1999, COURTS reserves the right to prove (or, if the breach appears more than 1 month after delivery, require you to disprove) that the product was of satisfactory quality and otherwise complied with the terms of purchase at the time of delivery.

  • The product must be returned, with the guarantee card and your valid purchase receipt from COURTS.
  • On returning the Goods, please note that free gifts, vouchers, accessories associated with the purchase must also be returned at the same time.
  • For Headsets and Earphones, you will need to send the products back to the manufacturer authorized office.
  • If delivery has taken place, then the refund will exclude delivery charges paid.
  • Personal Care Products, Headsets and Earphones, Health and Fitness products are not subject to the Exchange / Return policy due to hygiene reasons. You may contact us for additional information.

2.3. Sales Cancellation

COURTS reserves the right to refund you the Price of any Goods which has been paid and received by COURTS, even after the relevant Sales Order is confirmed and payment has been received by us, in lieu of delivery or supply of such Goods.

In the event of a refund, the Price paid with respect to the relevant Goods shall automatically be refunded to the credit card with which the purchase was made. If delivery has taken place, refunds will exclude the delivery charges paid.

Please note that the normal processing time for refund requests is 14 business days from date of request. EPP payment refund may take up to 3 to 4 weeks.