2. Delivery Time
Orders will be processed after successful payment confirmation.
The estimated delivery timeframe is:
West Malaysia: Approximately 7-14 working days (As we are providing installation)
Remote areas: Delivery may require additional time depending on the location and courier service.
For large home appliances such as refrigerators, washing machines, dryers and other bulky products, delivery arrangements may require additional coordination with our delivery team.
The delivery timeframe is an estimate only and may be affected by public holidays, peak promotional periods, weather conditions, courier delays, operational issues or other circumstances beyond our reasonable control.
3. Delivery Appointment
For selected large appliances, our delivery team or appointed logistics partner may contact the customer to arrange a suitable delivery date and time.
Customers are required to ensure that someone is available at the delivery address to receive the product.
If the customer is unavailable at the agreed delivery time, additional delivery arrangements or charges may apply.
4. Delivery Address
Customers are responsible for providing a complete and accurate delivery address, including:
Recipient's full name
Contact number
Unit / house number
Building / street name
Postcode
City
State
Toshiba Lifestyle Malaysia will not be responsible for delivery delays, failed deliveries or additional charges resulting from incorrect or incomplete delivery information provided by the customer.
Requests to change the delivery address after the order has been processed may not be accepted.
5. Large Appliance Delivery
For large and bulky appliances, customers must ensure that the delivery route and premises are reasonably accessible.
Customers should ensure that:
The entrance and delivery route are accessible;
Doorways, lifts and stairways are sufficiently large for the product;
Any building management or access requirements have been arranged in advance; and
Any necessary parking or loading arrangements are available.
If delivery cannot be completed because the premises are inaccessible or unsuitable, additional delivery arrangements or charges may apply.
6. Delivery Inspection
Customers are encouraged to inspect the product and packaging immediately upon delivery.
If the product or packaging appears visibly damaged, customers should notify the delivery personnel immediately and contact Toshiba Customer Service as soon as possible.
Customers should retain photographs, videos and other relevant evidence of any visible damage.
7. Refusal of Delivery
Customers should not refuse delivery unless there is a valid reason relating to the condition of the product or an issue with the order.
If an order is refused without a valid reason, additional delivery or return arrangements may be required and may result in additional charges or delays.
Any refund or cancellation resulting from a refused delivery will be subject to Toshiba Lifestyle Malaysia's applicable cancellation and refund terms.
8. Failed Delivery
If delivery cannot be completed because:
The customer is unavailable;
The delivery address is incorrect or incomplete;
The customer refuses to receive the product;
The delivery location is inaccessible; or
The customer fails to comply with reasonable delivery requirements,
Toshiba Lifestyle Malaysia or its appointed logistics partner may arrange another delivery attempt.
Additional delivery charges may apply where the failed delivery is caused by circumstances attributable to the customer.
9. Delivery Delays
While we will make reasonable efforts to deliver orders within the estimated timeframe, Toshiba Lifestyle Malaysia does not guarantee delivery by a specific date unless otherwise expressly stated.
Delivery may be delayed due to circumstances including, but not limited to:
Courier or logistics disruptions;
Public holidays;
Peak campaign periods;
Severe weather;
Floods or other natural events;
Road closures;
Operational issues; or
Other circumstances beyond our reasonable control.
10. Order Tracking
Where tracking information is available, customers may receive delivery or tracking information through the contact details provided during checkout.
Tracking information may take some time to be updated after the order has been handed over to the logistics provider.
11. Delivery Charges
Delivery charges, if applicable, will be displayed during the checkout process before the customer completes payment.
Additional charges will apply for UPSTAIR SERVICE WITHOUT LIFT.
12. Additional Charges for Upstairs Delivery Without Lift
Standard delivery applies to ground-floor delivery or delivery locations that can be accessed using a suitable lift.
For delivery of large or bulky appliances to an upstairs floor without lift access, an additional Upstairs Delivery Surcharge of RM100–RM200 may apply.
The applicable surcharge will be determined based on the floor level, product size and weight, staircase accessibility, and additional manpower required.
The above charges are applicable for standard staircase access. Additional charges may apply if special handling, additional manpower, narrow access, or other exceptional delivery requirements are involved.
Customers are required to inform Toshiba Lifestyle Malaysia or its appointed logistics partner in advance if the delivery location requires upstairs delivery without lift access.
If the delivery condition is not disclosed in advance, the delivery may be rescheduled and the applicable surcharge must be paid before the additional delivery service is carried out.
Toshiba Lifestyle Malaysia and its appointed logistics partner reserve the right to decline or reschedule delivery if the staircase, access route or premises are considered unsafe or unsuitable for carrying the product.
REFUND POLICY
If you are not fully satisfied with your purchase, you may request a return. Refunds will be processed once the product has been received and inspected by our team. Refunds are issued to the original method of payment, and shipping costs are non-refundable, except in cases of verified product defect or damage.
RETURN CONDITIONS
To qualify for a return:
- You must provide the original receipt or proof of purchase (e.g., online order number).
- The product must be returned in its original packaging, including the outer box.
- The product must be in new, unused condition, with all original accessories, manuals, and free gifts (if any).
- Products must be returned in Malaysia, where the product was originally purchased.
- Only products purchased via Toshiba Lifestyle Malaysia Shopify are eligible.
NON-RETURNABLE ITEMS
We do not accept returns under the following circumstances:
- Products that are used, damaged, or altered by the customer.
- Missing accessories or packaging.
- Products purchased through third-party resellers or unauthorized channels.
For products purchased via other retail or online distributors, please contact them directly regarding their return/refund policy.
HOW TO REQUEST A RETURN
To initiate a return:
- Prepare your order number, purchase receipt, and product serial number.
- Contact us via email at service@toshiba.com.my.
- Our customer care team will review your request and provide return instructions.
Note : Unauthorized returns or shipments marked “Cash on Delivery (COD)” will be rejected.
RETURN SHIPPING
- For defective or damaged items : Return shipping will be NOT covered by Toshiba Malaysia.
- For non-defective returns (e.g., change of mind): Return shipping costs are to be borne by the customer.
- Please retain your return tracking number to ensure your return is tracked.
REFUND PROCESSING TIME
Once your return is received and inspected:
- Refunds will be processed via the original form of payment.
- Processing and bank reflection times may vary.
Original shipping costs (if any) will be deducted from your refund, unless the return is due to a incorrect item.
DAMAGED OR DEFECTIVE PRODUCTS
If your product arrives damaged, incomplete, or is found to be defective, please email us immediately with:
- Photo/video evidence of the issue.
- Order number.
- Description of the problem.
We will arrange for a refund and repurchase upon verification.
CONSUMER USE ONLY
Toshiba Malaysia reserves the right to refuse or cancel any order if we suspect that the products are being purchased for commercial resale purposes.
CONTACT US
If you have any questions, concerns, or requests regarding this Return and Refund, please contact us at:
Toshiba Lifestyle Malaysia – Customer Support Phone: 1300 88 7899
Email: service@toshiba.com.my
Address: Toshiba Sales and Services Sdn Bhd , Ground Floor &Level 5, Bangunan Palm Grove II, No.12, Jalan Glenmarie (Persiaran Kerjaya), Section U1, 40150 Shah Alam, Selangor Darul Ehsan, Malaysia.