Refund policy

Return & Refund Policy

At FILTERHUB.MY, we aim to ensure that every order is supplied correctly and reaches you in good condition. Please review the following Return & Refund Policy before making a purchase.

1. Return Eligibility

Products may be returned only if they are:

  • New and unused;

  • In their original condition;

  • Uninstalled and unmodified;

  • Complete with all original accessories, parts, manuals and packaging; and

  • In sealed packaging, where the product was originally supplied sealed.

Once a product has been used, installed, connected to a water supply, modified, damaged or otherwise rendered unsuitable for resale as new, it will be considered sold and is generally not eligible for return due to change of mind.

2. Return Period

Eligible return requests must be submitted within 7 days from the date the customer receives the order.

Please contact FILTERHUB.MY before returning any product. Returns sent without prior approval may not be accepted.

3. Change of Mind / Wrong Item Ordered

Customers are responsible for checking the product model, size, specifications, connection type and compatibility before placing an order.

If you purchased the wrong item or changed your mind, a return may be accepted provided that the product satisfies all conditions under Section 1.

For approved change-of-mind returns:

  • Original delivery charges are non-refundable;

  • Return delivery costs are borne by the customer; and

  • The product must reach us in its original, resaleable condition.

4. Water Filter Cartridges & Hygiene-Sensitive Products

For hygiene and product-integrity reasons, water filter cartridges, membranes and other filtration media cannot be returned once their packaging has been opened, their protective seal has been removed, or they have been installed or exposed to water, except where the product is confirmed to be defective or an incorrect item was supplied by us.

Please verify the cartridge type and compatibility before opening the packaging.

5. Damaged, Defective or Incorrect Products

If you receive a product that is:

  • Physically damaged upon arrival;

  • Defective;

  • Different from the product ordered; or

  • Missing parts or accessories,

please contact us as soon as possible and provide your order number, photos and/or video evidence showing the issue.

Where appropriate, we may arrange for troubleshooting, inspection, replacement, exchange, missing-part fulfilment or refund.

6. Shipping Damage

Customers are encouraged to inspect the parcel immediately upon delivery.

Where possible, please take an unboxing video from before the parcel is opened until the product has been fully inspected. This may assist us in handling claims involving damaged products, missing items or courier-related issues.

Visible shipping damage should be reported promptly after delivery.

7. Non-Returnable Items

Unless defective or incorrectly supplied by FILTERHUB.MY, returns will generally not be accepted for:

  • Used or installed products;

  • Opened or used filter cartridges and membranes;

  • Products exposed to water;

  • Products damaged due to incorrect installation or misuse;

  • Products with missing components, accessories or packaging;

  • Products modified or altered by the customer;

  • Clearance or final-sale products where stated;

  • Custom-made or specially ordered products; and

  • Products that cannot be resold as new for hygiene or safety reasons.

8. Return Inspection

All returned products are subject to inspection.

Approval of a return request does not automatically guarantee a refund. FILTERHUB.MY reserves the right to reject a return or make an appropriate deduction where the returned product does not meet the required return conditions.

9. Refunds

Once an approved return has been received and inspected, the applicable refund will be processed using the original payment method where possible.

Processing times may vary depending on the bank, payment provider or payment method used.

Shipping charges, transaction charges or other non-recoverable costs may not be refundable unless the return resulted from an error by FILTERHUB.MY or a confirmed defective product.

10. Warranty Claims

Returns and warranty claims are separate.

Products covered by a manufacturer's or supplier's warranty may be subject to inspection, troubleshooting, repair or replacement in accordance with the applicable warranty terms.

A warranty does not automatically entitle the customer to an immediate refund.

Damage caused by misuse, incorrect installation, unauthorized modification, unsuitable water pressure, improper electrical supply, external factors or normal wear and tear may not be covered.

11. Online Marketplace Purchases

Products purchased through third-party marketplaces or platforms must generally follow the return and refund procedures of the respective platform.

This FILTERHUB.MY policy primarily applies to purchases made directly through FILTERHUB.MY.

12. Consumer Rights

Nothing in this policy is intended to exclude or restrict any rights or remedies that customers may have under applicable Malaysian consumer protection laws.

Where applicable law provides rights that are more favourable than the terms stated in this policy, the applicable legal requirements will prevail.

13. Contact Us

For return, refund or warranty assistance, please contact FILTERHUB.MY Customer Support and provide:

Order Number:
Customer Name:
Product:
Reason for Return / Claim:
Photos or Video Evidence (if applicable):

Our team will review your request and advise you on the next steps.

Last Updated: 24 August 2026

By placing an order with FILTERHUB.MY, customers acknowledge that they have reviewed the product information and agree to this Return & Refund Policy, subject always to applicable Malaysian law.