Policies, Terms & Conditions

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Online Store Term of Use
    Your purchase, use of our products and services through this online store are governed by the prevailing relevant Postpaid or Prepaid Terms and Conditions of Service and any additional terms and conditions which are specifically applicable to a product or service including the terms set out below, the Website Policy Terms of Use and our privacy notice, all of which are available on https://www.u.com.my/tnc (collectively, the “Terms”). If you do not agree you must stop using this website.

  1. Offer and Acceptance

    1. By placing an order online, you are making an offer to purchase our products or services. Acceptance of your offer is at our discretion. We may reject your offer without providing any reason. Acceptance occurs only when we send a confirmation email to you stating that payment for your order is successful. Any other acknowledgment of your order before the confirmation email is purely for information purpose and does not constitute acceptance.

    2. To make a purchase from our online store:

      1. you must be buying on your own behalf;

      2. the name on the credit or debit card used (cardholder identity) must match the name on the NRIC of the addressee to whom any products are to be delivered; and

      3. you must be buying for your own use and not for resale.

    3. By buying from our online store, you warrant that you meet the relevant conditions set out in Section A, Clause 2.

  2. Payment

      1. When you purchase our products and services through www.u.com.my, you may choose to pay the charges either by debit or credit card issued in Malaysia, which is subject to the terms and conditions of the card issuer. You must inform us immediately if your debit or credit card is lost, stolen, expired, terminated or if you want to terminate this method of payment.

      2. You agree and authorise us to verify the information you provide with the card issuer or any third party as may be necessary and to forward your call transactions, billings and other details to the card issuer, financial institution and other relevant parties for and in connection with this type of payment. If we cannot make the deduction or settlement with the card issuer, financial institution or other relevant parties, we will cancel your order.

    1. Where products or services are listed with an incorrect price or with incorrect information, we reserve the right to cancel your order for those products even if you have made payment for that order. If you have already made payment for an order that is subsequently cancelled by us, we will refund the amount paid by you in relation to that order.

  3. Delivery of Product

    1. Delivery during the Movement Control Order (“MCO”) period

    2. These terms of delivery of product are only applicable for the device purchases during MCO period.

    3. During the MCO period, we will deliver the devices to you at the place of delivery requested by you in your order in a contact-free manner. Upon successful delivery of the devices by our delivery agent, the online tracking status will be updated as “delivered” and you are deemed to have acknowledged receipt of the devices. No refund request will be entertained.

      1. Delivery of the devices may be delayed during the MCO period or the devices may only be delivered after the MCO period. We aim to deliver the devices to you at the place of delivery requested by you in your order within the delivery timeline (which may be changed by us from time to time with or without notice), but we do not guarantee the exact date of delivery.

      2. You will be notified via SMS if your delivery address falls under Covid-19 Red Zones (designated by the Malaysian Government) which may cause delay in delivering the devices.


      Standard Delivery

    1. Delivery charges are applicable for orders below a certain amount. You must check our online store for details of such delivery charges.

    2. We aim to deliver the product to you at the place of delivery requested by you in your order within the delivery timeline as indicated below (which may be changed by us from time to time with or without notice), but we do not guarantee the exact date of delivery. If you are within Peninsular Malaysia, estimated delivery time is 3 working days, whereas for East Malaysia, estimated delivery time is 5 working days.

    3. We do not deliver out of Malaysia or to PO Box addresses.

    4. We rely on you to give us accurate information to enable us to deliver your order successfully. You must provide correct delivery information as we do not entertain changes to the delivery address once you have submitted your order.

    5. We will only perform a maximum of 2 delivery attempts. If both attempts fail, your order will be returned to the delivery agency’s office, where you are required to collect it. We will notify you of the address and other details for self-collection. We may at our discretion arrange for additional delivery but it will be subject to additional charges. If you do not collect your order from the delivery agency’s office after 30 days of notification, you are deemed to have rejected the product but no refunds will be made to you.

      1. You must receive the product personally by producing your NRIC (or other identification document we may require) to our delivery agent for verification purpose. However, for any product other than our prepaid plan, if you are unavailable to receive your order personally, we allow you to nominate an alternative contact person (“Nominee”) to do so on your behalf at the same delivery address.

      2. You agree that the Nominee is authorized to receive your order as long as our delivery agent has verified the information of the Nominee against the Nominee’s NRIC (or other identification document we may require). You also agree that we are not liable to you for doing so and our obligation to deliver your order to you would have been fulfilled for any delivery accepted by the Nominee.

      3. You or your Nominee must inspect the product packaging to verify that the product packaging is not damaged and the product description fulfils your order. If the product packaging is damaged or the product description does not match your order, you or your Nominee must reject the product immediately. We will exchange the validly rejected product pursuant to our Return Policy (see Section F below).

      4. Once the product is accepted, we will not in any way be responsible for any defects, unless the conditions of the Return Policy (see Section F below) are met. If your prepaid reload value purchased is not reflected upon activation of the line, you must notify us via our Hotline at +6018 388 1318 within 24 hours of line activation. We will not in any way be obliged to provide any refund if your notification is received after the expiry of the deadline.

    6. For all successful plan purchases, your line will be automatically activated within 48 hours upon successful delivery to you. You may also log in to your online store account dashboard and go to ‘Order History’ to proceed with activation.

    7. Risk in the product you ordered pass to you upon delivery. If you fail to accept the delivery for the second time, risk is deemed to have passed to you on the date of the second failed delivery attempt. We are not liable for any loss after risk passes to you.

    8. Subject to Section C (Standard Delivery) Clause 5 and 6 above, there will be no refund for the product once payment is successful, for any reason whatsoever. However, you may be eligible for exchange under our Return Policy (see Section F below).

  4. Tracking Delivery

    1. An email on delivery tracking details will be sent to your registered online store account once your order is processed.

    2. You can check your tracking number via:

      1. The email sent to your email address (online store’s registered email address)

      2. Your online store account: Go to Order History after successful login.

  5. Voucher Code

    1. From time to time we may issue promotional voucher codes that can be used for online store purchases for selected promotional products as determined by us

    2. You must key in the promotional voucher codes at the online store checkout page only. Physical presentation of vouchers to any of our delivery agent will not be accepted.

    3. If we suspect fraud, illegal or any other unauthorised conduct in relation to the use or redemption of the voucher code, we may at our sole discretion discontinue or cancel the voucher codes issued.

    4. Promotional voucher codes are valid for a specified period of time stated in the email issuing the voucher codes.

    5. If you choose not to accept your purchased items after successful payment, the value of the voucher codes will not be reimbursed to you.

    6. The voucher codes are non-transferable and non-redeemable for cash in full or in part and cannot be combined with any other offers, promotions or discounts.

    7. The voucher codes must not be sold to any third party. If the voucher code is sold, the unique voucher code will be de-activated and will not be usable. We are not responsible for the merchantability of the voucher codes.

  6. Return Policy for Exchange (Return Policy)

    1. We accept the return of a product for exchange only if such product fails to power up upon delivery (“Failure”).

    2. Within 48 hours from your receipt of the product, you must notify us of the Failure only via our Hotline at +6018 388 1318.

    3. The time and date of receipt as reflected in the records of our delivery agent are final, binding and conclusive for the purposes of the Return Policy.

    4. You must follow the steps to troubleshoot the Failure issue as guided by our Hotline representative and provide us with information as we reasonably require.

    5. If the Failure persists upon the completion of the troubleshooting, we may agree to exchange the faulty unit with a replacement unit, subject to availability of the replacement unit.

    6. You will be contacted by our representative on the details of the exchange.

    7. You agree to keep the product in its current condition available for us (or our agent) to inspect within a reasonable time and return the product to be exchanged to us in its original condition together with all accessories, manual and packaging. If we find that the product has:

      1. been misused, abused or subjected to neglect, improper or inadequate care, carelessness, damage or abnormal conditions; or

      2. been involved in any accident or damage caused by an incorrect attempt at modification or repair; or

      3. we may at our discretion decide not to exchange the product without any liability to you.
    8. The estimated delivery timeline for replacement unit is 10 – 15 working days. Section C (Standard Delivery), Clauses 5- 7 will apply.

    9. We may charge you an administrative fee to cover any cost we incur in connection with your request under the Return Policy

    10. You acknowledge that the exchange of the product is your sole remedy if you qualify for a replacement product under the Return Policy.

  7. Account Management

    1. Account Creation. You are required to create an online store account before making any purchases. Your personal information will be stored for your future purchases. Upon successful registration, you are able to access your transaction history and perform online activation of your SIM.

    2. Account Termination. If you terminate or cancel your online store account, all information that you upload to your account and any transaction history will be deleted from your online store account. After your account is successfully terminated, you will not be able to activate your SIM using your online store account.

  8. General Matters

    1. References to working day mean a day other than the following days:

    2. a Saturday and Sunday; or in states where Friday is observed as a weekend holiday, a Thursday and Friday; and

    3. a day which is lawfully observed as a national public holiday in Malaysia.

    Version: 26 November 2020