Frequently Asked Questions

“Free” is an extra discount we offer to our members on top of the listed product price.

Please see the section below for an explanation of eCashback.

eCashback is voucher given to our members, which can be used as cash rebate to offset subsequent purchases. Usually, members gain RM20 eCashback for every RM100 spent; for every RM100 spent, you can use a RM20 eCashback voucher to offset the payment.

Please see the following illustration for an exemplified explanation.

1. The amount of eCashback vouchers members can gain or use is based on the final net amount paid in a single receipt and excludes delivery, installation, disposal and any additional service charges. (i.e. the amount of eCashback vouchers members can gain or use is determined by the total price of the product(s).)
2. eCashback vouchers expire 10 years from the month they are gained.
3. For every RM100 spent, members can only choose one of the following options:
   • Option A. Get RM20 eCashback vouchers.
   • Option B. Use RM20 eCashback vouchers (that members have in hand) to offset their purchases.
4. If members choose to use eCashback vouchers to offset their purchases (point 3, option B.), there will not be any further eCashback voucher gained.
5. eCashback vouchers will be automatically credited to or deducted from the member's account upon order confirmation.
6. eCashback vouchers can only be used in multiples of RM20.
7. eCashback vouchers can only be gained and used on our website at https://desahome.com or at Desa Home Showroom.
8. eCashback vouchers cannot be gained and used for:
   • 8a. Selected products in Desa Home Showroom. (Please check the price tag in the showroom, to know if the product is entitled to eCashback.)
   • 8b. Purchase of display sets.
   • 8c. Services, including but not limited to delivery and installation.
9. The amount of eCashback issued/able to use may differ during promotion periods (e.g. members can gain/offset extra eCashback vouchers that vary according to the promotions).
10. eCashback vouchers are only available for participating brands and models.
11. eCashback vouchers are not transferable.
12. Desa Home Theatre Sdn. Bhd. reserves the right to change, modify, revise, add on, or remove portions of these terms and conditions whenever without any prior notice.

If you choose to use eCashback vouchers to offset your purchase, you will not gain any further eCashback voucher.

You can find the eCashback vouchers by clicking on the eCashback tab located at the top of the page in desktop view or listed in the menu tab in mobile view.

You can use the eCashback voucher for your next purchase once it is credited to your account. The eCashback voucher is automatically credited to your account after payment for your order has been completed.

Members will get RM20 eCashback vouchers for every RM100 spent. Computation will be based on the final net amount of the products on a single sales agreement and excludes delivery, installation, disposal and additional service charges.

Yes, you can still gain or use eCashback if you make payment by instalment.

However, please note that the minimum spending for payment by instalment is RM500, excluding usage of eCashback and Credit.

To use existing eCashback vouchers, please select "I would like to use my eCashback!" in "Step 2: Billing Information" of the Checkout page.

Please refer to the following image.

You will not gain any eCashback for the following reasons:

1. If you are a member and have chosen to use eCashback vouchers to offset your purchase, there will not be any further eCashback vouchers gained.
2. If you check out as a guest when making the purchase.
3. If the product purchased is not entitled to gain or use of eCashback.

However, if you are a member and the eCashback vouchers did not appear on the "My eCashback" page after order confirmation, please contact our Customer Service team via the WhatsApp icon on the bottom left of the web page. In order to facilitate a faster response. please send us the following information:

1. A screenshot of the "My eCashback" page
2. Your order number

No, they are different. Members will gain a RM20 eCashback voucher for every RM100 spent. You can use the eCashback gained to offset your subsequent purchase; for every RM100 spent, you can use a RM20 eCashback voucher.

On the other hand, Credit is the equivalent of cash on Desa Home website. There are no conditions for the usage of Credit.

eCashback vouchers expire 10 years from the month they are gained. There is no expiry date for Credit.

No

If you choose to use eCashback vouchers during checkout but did not complete the payment, the eCashback vouchers will not return to your account automatically as it is linked to the incomplete order.

To retrieve your eCashback vouchers and reset the payment options, please refer to the following steps:

Step 1: Login to your member account on our website.

Step 2: Go to the "My Orders" page.

Step 3: Locate the incomplete order. The status of the order should be "Active."

Step 4: Click on the green "Make Payment" button, as seen in the image below. You do not have to complete payment for the order. Do check the "My eCashback" page about 5 minutes after completing the steps above to confirm the eCashback balance.

Credit is the equivalent of cash and can be used on our website and at our showroom.

Credit has no expiry date and can be used with no minimum spend.

You will receive credit in the following situations:

1. You requested a Price Match for a product that you have purchased. The Price Match difference was refunded as Credit to the Desa Home member account.
2. You requested a refund for an order you made in Credit.

The Credit tab can be found at the top of the page in desktop view or listed in the menu tab in mobile view.

To use Credit when making a purchase online, please enter the amount of Credit that you want to use and click "Pay with Credits" in "Step 3: Payment (Credit)" of the checkout page. Our website will also indicate "Your Credit balance".

If you choose to use Credit during checkout but did not complete the payment, the Credit will not return to your account automatically as it is linked to the incomplete order.

To retrieve your Credit and reset the payment options, please refer to the following steps:

Step 1: Log in to your member account on our website.

Step 2: Go to the “My Orders” page.

Step 3: Locate the incomplete order. The status of the order should be “Active.”

Step 4: Click on the green "Make Payment" button, as seen in the image below. You do not have to complete payment for the order. Do check the "My Credit" page about 5 minutes after completing the steps above to confirm the Credit balance.

Yes, you can use both Credit and eCashback vouchers simultaneously while paying for an order.

As a member, if you choose to use both Credit and eCashback on the same purchase, you will not receive any additional eCashback vouchers.

Yes, you can use Credit to pay for Delivery charges and Desa Home Installation charges.

However, you cannot use Credit to pay for any installation or additional service charges where payment has to be made directly to the delivery or installation team.

If you have purchased an item at Desa Home and found the exact same brand, model and colour of the item retailing for a lower price at another authorized dealer in Malaysia within 7 days from the date of delivery or self-collection of the item, we will match the lower price. The pricing from the other authorized dealer must be current.

The following Price Match Terms and Conditions apply.

1. Desa Home will match the lower price listed for the same product (same model, brand, and color) by any authorized dealer in Malaysia.
2. Price Match is subject to presenting Desa Home proof dated within 7 days. Members should provide either one of the following informations to expedite the price match verification.
   • The most recent photo of the authorized dealer's price tag, with the lower price.
   • A screenshot and the website link to the product listing by the authorized dealer.
3. However, Desa Home will not price match:
   • Discount codes
   • Vouchers
   • Purchase with purchase
   • Delivery charges
   • Installation charges
   • Disposal charges
   • Prices for products on Time Sale and limited sets promotion. (e.g. Buy an LG 55" TV at RMXXX! Only 10 units available or only available from XXam - XXpm)
   • Any type of promotional discount vouchers given by platforms during special sales period
4. Desa Home Members can only purchase 1 unit of each price-matched item.
5. Price Match is not applicable for products under Food & Beverages and Home Living products.
6. Promotions and discounts offered by Desa Home do not apply to Price Match items.
7. If the Price Match request is made before purchase, members can buy the item at the lower price from our showroom. The request must be made in person at our showroom.
8. If the Price Match request is made after purchase:
   • The Price Match difference will be refunded as Credit to the Desa Home member account. Credit will be refunded within 30 days from the date of Price Match. Credit has no expiry date and is considered cash equivalents with no minimum spend required for usage.
   • The request must be made within 7 days from the date of delivery or self-collection of the item, requests will not be accepted from the 8th day onwards.
9. The eCashback amount awarded will depend on the final Price Match amount, with a RM20 eCashback given with every RM100 spent.

1. Please read the Terms and Conditions of our Price Match Policy carefully.
2. Contact our Customer Service team via the WhatsApp icon on the bottom left of the web page, or visit our showroom with the following information as proof for our verification purpose.
   1. The most recent photo of the authorized dealer's price tag with the lower price.
   2. Or a screenshot of the online listing and the website link.
3. The order number, if purchase has been made.

No.

No.

No.

Yes, you will receive RM20 eCashback for every RM100 spent if you don't use eCashback for the purchase. The eCashback you receive will be based on the lower price after the Price Match.

No.

1. 1) Visa / Mastercard
2. 2) Online Banking
3. 3) MBB IPP*

*IPP refers to Instalment Payment Plan

You can only make payment by cash at our showroom.

If you are encountering payment gateway errors, we recommend trying the following options:

• Clear the cache of the web browser you are using
• Try an alternate payment method
• Use an alternate web browser
• Use another device

If you continue to encounter payment gateway errors, please contact us for assistance.

Our system will generate an order number after proceeding to the payment gateway. Unpaid orders will be cancelled by our system after 24 hours, but the order number will still be displayed in the member's order history. All unpaid or cancelled orders will not affect future payments.

The system generates an order number even if you choose not to complete the order as long as you proceed to our payment gateway.

You will receive an order confirmation email for purchases made from our website (ESCO/ESSA orders). For purchases made at our showroom, only hardcopy receipts will be provided (KPSA orders).

Please check the spam or junk folder of your email if you cannot find the order confirmation email in your inbox.

If you have tried but still cannot find the order confirmation email, please check that your registered email address is correct. Click on your account's name to access the user profile page.

If you have completed the above-mentioned steps but still cannot find the order confirmation email, please contact our Customer Service team for assistance.

Upon completion of payment, the system may take up to 15 minutes to update the payment status on the "My Orders" page.

If the order status is not updated after 15 minutes or if the order status is "Cancelled", please send us the following information for us to assist:

1. Order number
2. Amount Paid
3. Payment Method
4. Proof of the bank transaction (e.g., a picture of the payment slip)

Our customer service team will contact you within 1- 3 working days.

Please note that the minimum purchase amount for all instalment plans is RM500, excluding usage of eCashback and Credit.

Instalment plans available include:

1. HSBC
2. AEON
3. MBB
4. PBB
5. OCBC
6. AFFIN
7. HLB
8. RHB
9. AMBB
10. CIMB

Instalment plans available on our website include:

1. MBB

Yes, the minimum purchase amount is RM500, excluding usage of eCashback and Credit.

Desa Home accepts all online purchases but stock availability is based on a first come first served basis and subject to real-time changes to our inventory. Please contact us if you need to check on stock availability.

In the event that we are unable to fulfil your order, we will contact you with an alternative, or provide a full refund.

No. The products indicated as "Online Exclusive Product" are only listed on our website, and not displayed at the showroom.

If stock for your order is not available, we will provide an estimated delivery period or suggest an alternate model.

Pre-Order refers to the product not having in stock at the point of time and is opened for pre-order. If stock for the Pre-Order item is not replenished within 30 days, a full refund of the order will be provided.

All products quotations have to be provided by our Sales team. Please contact us via WhatsApp so that we can arrange for assistance.

No. Display sets are only sold at our showroom so that customers can inspect the condition of the product before making the purchase.

For selected models, free gifts are provided by the courier services. Free gift redemptions vary from brand to brand. Please contact us to check on the redemption process.

Please click on this link: https://promo.desahome.com.

No.

KIV refers to orders with an open delivery date. You can choose the KIV option when you checkout on our website if you do not want to fix a delivery date yet.

We can hold your order as KIV for up to six (6) months. Please contact us if you need the order to be held for longer periods.

However, do note that we require at least 30 days advance notice to fix the delivery date for all KIV orders. This is because all orders are subject to stock availability.

There is a chance that the product you purchased 3 months ago cannot be delivered on your preferred delivery date if it is out of stock at that point in time or if the courier service has announced that the product model is end-of-line.

We will do our best to ensure that you receive the products that you have chosen. Should the products be out-of-stock or end-of-line, we will inform you of the ETA or suggest an alternate model.

It is further agreed that if the customer fails to take delivery of the goods within six (6) months from the date of the Order Confirmation, any deposit, advance payment, or pre-payment made for or in respect of the goods shall be forfeited to Desa Home. Desa Home shall then have the right, at its discretion, to sell, dispose of, or otherwise deal with the goods in any manner it deems appropriate.

No.

As self-collection is subject to stock availability, please contact us to check on stock availability 3 working days before coming to our showroom for collection. There are some items that need a longer period for self-collection. Please refer directly to the product listing for the information.

Please present the Order Confirmation email, Pre-order or Sales Agreement at the warehouse or sales counter of our showroom.

You can collect your order from our showroom at Ground Floor Anchor Tenant, Desa Komplek, Jalan Kepong, 52100 Kuala Lumpur. Please check with our customer service for stock availability before self-collection.

We are open daily from 1100hrs to 1930hrs.

You can choose to self-collect if the option is available. Please see the screenshot below for reference. Simply select the self-collect option instead of delivery in the drop-down bar.

If the self-collection option is not available and you want to self-collect the order, please contact us for further assistance.

No. Self-collection is subject to stock availability.

(Delivery will be fulfilled by either Desa Home or the courier service's delivery team)

Please take note of the following prerequisites for delivery:

1. Delivery is only available within West Malaysia (excluding East Malaysia, islands in Malaysia e.g. Pulau Langkawi, Pulau Tioman etc )
2. To qualify for Standard Delivery, the delivery location and where you want the good(s) to be placed must be:
   • Easily accessible by elevator (i.e. same floor with adjoining lift landing).
   • On the same level as the goods loading and unloading area.
3. Please ensure that:
   • The delivery address and contact information on the receipt are correct.
   • There is someone to receive the good(s) during the scheduled delivery date.
4. For large appliances such as a fridge or an 75" TV, please ensure that the product can be transported through doorways and any other narrow spaces at the delivery location. e.g. lift entrance. Additional charges apply for dismantling and reassembling of fridge doors for transport through narrow doorways or spaces.

Standard Delivery Policy

Standard Delivery will be performed by the Desa Home delivery team or the appointed courier service team.

You may discuss about the schedule arrangement for delivery if the model is to be delivered by the Desa Home delivery team. Delivery is subject to stock and delivery slot availability.

If the order is to be delivered by the appointed courier delivery team, the option to choose the delivery date and time will not be available during checkout. After order confirmation, Desa Home staff arrange for the stock to be shipped within 1-3 working days. Delivery may take up to 7 working days depends on the courier’s delivery schedule.

*Delivery by the courier services is subject to the agent's delivery policy and additional charges may apply for the delivery team to carry the good(s) up/down staircase, excluding dismantling and reassembling work, and disposal of old appliances.

Standard Delivery by Desa Home Team

Standard delivery is available on Monday to Saturday only. No delivery will be made on Sunday and Public Holidays.

The available slots are subjected to slot availability during arrangement.

Important details to note:

1. We are unable to deliver your order at a specific time. Delivery is strictly according to the scheduled time slot. The delivery team will call around 30 minutes to 1 hour before arrival.
2. We are unable to accommodate requests to shorten the scheduled slot.
3. We will try our best to adhere to the scheduled slot; however, sometimes this may be affected by traffic conditions, installation times of earlier customers and weather conditions.
4. Delivery is charged for a single receipt and for one delivery trip by the respective delivery team(s) to a single location.
5. There may be separate delivery trips for one order.
6. Only when there are product(s) to be delivered by both Desa Home delivery team and the courier service's delivery team in a single receipt, delivery by each team can be arranged separately.
7. A WhatsApp reminder message will be sent to the recipient on the evening before the scheduled delivery date for Standard Delivery by Desa Home delivery team.
8. We seek your kind understanding that delivery charges cannot be amended once the order(s) is confirmed.
9. If Desa Home is unable to meet the scheduled delivery date, we will contact you to advise the earliest available delivery date.
10. Any balance payment to be made upon delivery is strictly by cash only. We do not accept payment on delivery by cheque, bank transfer etc.
11. Delivery service includes
    • Free disposal of selected products. "Pick up and go" only. One unit of old appliance of the same product category will be disposed of for one unit delivered.
    • Free basic installation for washer/dryer/dishwasher (connect provided inlet hose to existing water tap only) and basic tabletop set up for TV.
12. Delivery service does not include the following:
    • Dismantling and assembling fridge doors to access narrow doorway or restricted spaces.
    • Cutting or altering power cable, plug, electrical socket, PVC water/drainage pipe or outlet hose, etc.
    • Dismantling of built-in oven, cooker hob & hood, dishwasher and any other products.
    • Installation services such as wall mounting of TV/washer/dryer.
    • Installation of hob/hood/oven/water heater/ceiling fans/wall fans/aircon/audio systems.
    • Installation of DVD/VCD/VCR or other equipment that is not compatible with the new TV purchased from Desa Home.
    • Installation of the new TV onto the existing wall mount bracket of the old TV.

You can find the delivery date and time slot on the "Order History" page of our website and the order confirmation email, as seen in the screenshot below.

To confirm other delivery details, please contact our Customer Service team for assistance.

Delivery will be scheduled according to the date and time slot selected during checkout. However, delivery is subject to stock availability and Desa Home will contact you if the delivery needs to be rescheduled.

Standard delivery charges are listed on our website for all products. Please click on the product page to see the delivery charge for the selected item.

If free delivery is provided for the product, it will be listed, as seen in the image below.

For orders with multiple products, delivery charges will be updated and re-calculated during checkout, as shown in the screenshot below.

No. Delivery is charged according to the number of items in a single order. Delivery will be charged accordingly unless stated. Please check the shopping cart for the final total delivery charges. If free delivery is provided for the product, it will be listed, as seen in the image below.

No, we cannot fulfill the request for online purchases. Please visit our showroom for a delivery quotation by our Sales team before making your purchase.

You have to contact us at least 3 days before the scheduled delivery date to postpone the delivery. Otherwise, a RM100 administration fee will be imposed.

Please contact us if it is beyond the scheduled time slot so that we can check on the status of your delivery.

No. Delivery is strictly according to the scheduled time slot. We will try our best to adhere to the scheduled time slot but delivery may occasionally be delayed by traffic or weather conditions, and delivery cum installation time for preceding customers.

For Standard Delivery orders delivered by the Desa Home, please wait for arrangement from Desa Home Delivery Team.

If the order is to be delivered by the courier service, the option to choose the delivery date and time will not be available during checkout. After your order is confirmed, Desa Home will contact you within 1-3 working days to schedule the delivery. Delivery by courier service is subject to their delivery policy.

If the order is to be delivered by the courier service, the option to choose the delivery date and time will not be available during checkout. After your order is confirmed, Desa Home will contact you within 1-3 working days to schedule the delivery. Delivery by the courier service is subject to their delivery policy.

Yes, our delivery team will call 30 minutes to 1 hour before arrival.

Please note that customers with KIV orders (no fixed delivery date) must inform us at least 30 days in advance to fix the delivery date.

This is because all orders are subject to stock availability. There is a chance that the product you purchased previously cannot be delivered on your preferred delivery date if it is out of stock at that point in time or if the courier service has announced that the product model is end-of-line.

We will do our best to ensure that you receive the products that you have chosen. But should the products be out-of-stock or end-of-line, we will inform you of the ETA or advise an alternate model.

Delivery service includes

• Free disposal of selected products, excluding built-in products. "Pick up and go" only. One unit of old appliance of the same product category will be disposed of for one unit delivered.
• Free basic installation for washer/dryers/dishwashers (connect to the provided inlet hose to existing water tap, only if compatible).
• Free table top set up of TV.

The following services are not available

• Cutting or altering power cable, plug, electrical socket, PVC water/drainage pipe or outlet hose, etc.
• Dismantling of built-in oven, cooker hob & hood, dishwasher and any other products.
• Installation of DVD/VCD/VCR or other equipment that is not compatible with the new TV purchased from Desa Home.

Additional charges applicable for

• Dismantling and reinstalling of fridge doors due to restricted spaces during delivery (e.g. narrow doorway)
• Disposal of side-by-side and 4-6 door fridges, unless the new product purchased is of the same category.
• Carry up/down staircase
• Installation services such as:
  • Wall mount installation of TV/washer/dryer.
  • Installation of hob/hood/oven/water heater/ceiling fans/wall fans/aircon/audio systems.
  • Installation of the new TV onto the existing wall mount bracket of the old TV.

Please read the Standard Delivery policy carefully for full information.

Installation service may be provided by Desa Home or the courier service for a fee. Please contact us so that our Sales team can get in touch with you to provide an installation price chart or a quotation.

Kindly note that installation may not be available for selected products or some destinations. Please contact us to check on this.

Please contact us so that our Sales team can get in touch with you to provide a payment method for you.

You have the right to cancel your purchase within 7 days from receiving the goods.

1. The terms and conditions for refund will be as follows:
   1. Full refund will be issued for products that are returned in their original and sealed condition with all labels intact along with the original receipt, warranty card, user manual as well as any accompanying free gifts, vouchers, and/or original accessories associated with the purchase.
   2. 60% refund will be issued based on the price of the purchased products that are:
      1. Opened but unused and returned in the original packaging with all labels intact along with the original receipt, warranty card, user manual as well as any accompanying free gifts, vouchers, and/or original accessories associated with the purchase.
      2. All sealed information items accompanying the products must be unopened.
      3. The product must not be used or installed or have any data loaded.
   3. Desa Home reserves the rights to decline the refund request for products that have been opened and used. Refunds for opened and used products will be subjected to Desa Home management’s discretion after inspecting the depreciation on the value of the items as a result of the usage.
2. Products that are not refundable include:
   1. Air conditioners that have been installed
   2. TV brackets that have been wall mounted
   3. Kitchen appliances that have been used, even once
   4. Earphones, headphones, Bluetooth headsets, and personal care products that have been opened
   5. Computer and related products
   6. Digital cameras and accessories
   7. Home living products, food and beverages, toys, hygiene products and perishable items
   8. Display sets
3. If the product has been delivered, the refund will exclude delivery charges paid.
4. If the product has been installed, the refund will exclude installation charges paid.
5. Delivery charge of RM80 will apply for products that require pick up for the return (within Klang Valley only). Alternatively, customers can bring the goods to Desa Home Warehouse, 1st Floor Anchor Tenant, Desa Komplek, Jalan Kepong, 52100 Kuala Lumpur to avoid delivery charges. Please refer to our customer service for charges returns that requires pickup from destination other than Klang Valley.
6. Once the returned products have been received and inspected, Desa Home will proceed with the following refund arrangement accordingly:
   1. Refunds of purchases made at the showroom need to be completed at the showroom. Please bring along the receipt, the credit/debit card used and the payment slip.
      1. Payment by Cash/Online Banking will be refunded by Online Banking within approximately 1 month.
   2. For credit card refund, the amount will be credited back to the card account within around 1 month depending upon how quickly the banking financial institution that issued your credit card processes the refund.
   3. Refund of online payment by credit/debit cards will be credited back to the card account within around 1 month depending upon how quickly the banking financial institution that issued your credit card processes the refund.
   4. Refund of all payment by instalment plan (IPP) will be credited back to the card account within around 1 month depending upon how quickly the banking financial institution that issued your credit card processes the refund.
   5. Customers may request for Refund in Credit. Refunds in Credit will take 3-5 working days. Credit is the equivalent of cash and can be used on our website and at our showroom. Credit has no expiry date and can be used with no minimum spend.
7. Upon completion of refunds and returns, customers may check directly with their banks for the refunded amount.
8. Once refund or return is completed, eCashback, Credit, and any free gifts issued will be returned to Desa Home.

1. The customer must contact Desa Home staff regarding the Return and Refund request within 7 days of delivery/collection. We will not accept requests for Return and Refund from the 8th day onwards.
2. When a Return and Refund request is received, an assigned staff will assist with the arrangement.
3. When a Return and Refund request has been approved, the staff will inform the customer to bring the product to Desa Home Warehouse, 1st Floor Anchor Tenant, Kompleks Desa, Jalan Kepong, 52100 Kuala Lumpur for the return. Please note that a delivery charge of RM80 cash applies for products that require pick up for the return (within Klang Valley only). Please check with us for pickup charges other than Klang Valley.
4. The refund will be made accordingly as follows:
   1. For credit card refund, the amount will be credited back to the card account within around 1 month depending upon how quickly the banking financial institution that issued your credit card processes the refund.
   2. Payment by Cash or Online Banking will be refunded by cheque within approximately 1 month.
   3. Refund of online payment by credit/debit cards will be credited back to the card account within around 1 month depending upon how quickly the banking financial institution that issued your credit card processes the refund.
   4. Refund of all payment by instalment plan (IPP) will be credited back to the card account within around 1 month depending upon how quickly the banking financial institution that issued your credit card processes the refund.
   5. Refunds made at the showroom must be completed at the showroom in person.
      1. Please bring along the credit/debit card used and the payment slip. The refund will take 2-3 weeks, depending on the varied bank arrangement.
      2. Payment by Online Banking will be refunded by cheque within approximately 1 month with identification documentation.
   6. Refund of all payment by instalment plan (IPP) will be credited back to the card account within around 1 month depending upon how quickly the banking financial institution that issued your credit card processes the refund.

Within 7 days of delivery/collection.

• The item, box and accessories were not returned in good condition.
• The item has been used.
• It is an item that cannot be refunded, such as:
  1. Air conditioners that have been installed
  2. TV brackets that have been wall mounted
  3. Kitchen appliances that have been used, even once
  4. Personal products such as earphones, headphones, Bluetooth headsets, and personal care products that have been opened
  5. Computer and related products that have been opened
  6. Digital cameras that have been opened
  7. Food and beverages, toys, hygiene products and perishable items.
  8. Display sets

• Refund will take 3-5 working days to be approved and processed on our end.
• For credit card refund, the amount will be credited back to the card account within around 1 month depending upon how quickly the banking financial institution that issued your credit card processes the refund. Payment by Cash/Online Banking will be refunded by Online Banking within approximately 1 month.
• Refund of online payment by credit/debit cards will be credited back to the card account within around 1 month depending upon how quickly the banking financial institution that issued your credit card processes the refund.
• Refund of all payment by instalment plan (IPP) will be credited back to the card account within around 1 month depending upon how quickly the banking financial institution that issued your credit card processes the refund.

Yes. Please bring along your payment slip, credit card and invoice.

Refunds will be made to the same bank account as the credit card used for the purchase.

Yes.

No.

No.

Yes, if it is reported to us within 7 days of delivery or collection.

To report a suspected defect, please:

• Send a photo or video of the suspected defect to our WhatsApp Web Enquiry contact (bottom left of our webpage). Our staff will contact you to provide further assistance.
• Do note that some brand agents may require you to schedule an appointment with their service centre to arrange for an evaluation by their respective technicians before the 1-1 exchange can be made.

We will try to arrange for a replacement of the defective product as soon as possible. However, please understand that the 1-1 exchange is subject to stock availability and delivery schedule.

You can contact Desa Home to report the suspected defect within 7 days of collection/delivery. From the 8th day onwards, please contact the brand agent's service centre for warranty claims.

Please note that the warranty period varies from brand to brand.

If the delivery of the order is fulfilled and the product is found to be defective, we will make a delivery arrangement for 1-1 exchange.

If the order was fulfilled via self-collection, please bring the item to our Desa Home showroom for the 1-1 exchange.

Yes, you can. Price difference can be top-up or refunded to you.

Yes, you need to bring the item in its original packaging along with the original receipt, warranty card, as well as any accompanying free gifts, vouchers, and/or accessories associated with the purchase for the 1-1 exchange.

Warranty provided by the brand agent = Claim from the manufacturer

Warranty provided by Desa Home = Claim from Desa Home

Extended Warranty purchased from Desa Home = Claim from Desa Home after the manufacturer warranty period expires

The warranty period for each item is listed on our website and in the order receipt. Please note that the warranty period varies from brand to brand.

The warranty period starts from the date of collection or delivery.

1. The tax invoice or delivery order number.
2. Product serial number (found on product or box).
3. Warranty card (if any; many brands have transitioned to paperless e-warranty registration)

Please keep all original copies of tax invoice, delivery order and warranty card for claims.

Serial numbers are often found on the back, bottom or an inside compartment of the product unit. In most cases, the serial number may also be adjacent to the unit barcode. It can also be found on the product packaging.

Registration for the warranty can be made at the brand's local website or by following the instructions on the warranty card or product manual.

You can purchase extended warranty for most electrical and electronic appliances sold at Desa Home.

However, extended warranty cannot be purchased from Desa Home for digital cameras, computer and related products, home living products, food and beverages, toys, hygiene products and perishable items.

The purchase price of the extended warranty is based on the members' special price of the product before eCashback usage.

• Click on the Accessories tab
• Under the Category field, you will see the subcategory of:
  1. 12 Months Extended Warranty
  2. 24 Months Extended Warranty
  3. 36 Months Extended Warranty
  4. 48 Months Extended Warranty
• Select the number of months of extended warranty that you would like to purchase.
• The extended warranty amount to purchase is based on the members' special price of the product purchased before eCashback usage, excluding delivery, installation and additional service charges.
• Add the selected extended warranty to the cart and complete the purchase.

Yes, you can purchase the extended warranty within 1 week from the product's delivery or collection date. The purchase price of the extended warranty is based on the members' special price of the product before eCashback usage.

The extended warranty will kick in once the manufacturer 's general warranty period expires.

• The product is purchased from Desa Home in Malaysia.
• The product can be repaired in West Malaysia.
• Proof of purchase of product and extended warranty are required when making a claim.

The extended warranty coverage is based on the original warranty coverage by the brand agent. For complete information, please refer to the manufacturer's warranty policy.

Extended Warranty does not cover the following circumstances:

The following products:

• Consumable products and accessories such as electrical cable or cord assembly, remote control unit, antenna, batteries, battery pack, adaptor, external parts and extruded parts such as cabinets, front glass panel, casing, cover, frame lid and levers, power plugs and sockets, control knobs and buttons, filters and dust bags, and inner pans.
• Major component parts of home shower heater element, aircon compressor, refrigerator compressor, and washer and dryer motor.

The following conditions:

• Damage and/or defect resulting from mishaps, accidents, natural disasters, misuse, mishandling (e.g. scratches, dented, drop, etc.), improper installation or any manner of tampering.
• Panel or front glass that is smashed or cracked.
• Permanently lit or unlit spots (pixel) on screen, non-active pixels and image retention.
• Damage or defect due to incorrect usage of electrical supply or voltage.
• Normal wear and tear or corrosion, fungus, rust or stains.
• Noise, taste or odour deemed by Desa Home Theare Sdn. Bhd. to have been caused by the surrounding environment.
• Services such as cleaning, maintenance, general service and overhaul.
• Products installed at locations that are deemed unsafe and/or inaccessible by Desa Home Theare Sdn. Bhd.

The following situations:

• Any routine maintenance; cleaning, servicing, lubrication, adjustment or alignment.
• Any damage to product accessories, doors, cabinets, headset or earpiece, remote control unit, stylus, antenna, rubber or plastic parts, knobs, covers, consumable products, parts affected by fair wear and tear or corrosion.
• Any loss of data, caused directly or indirectly by the product.
• Replacement of consumable products or expendable products including but not limited to batteries, ribbons, toners, and ink cartridges, filters, belts, stylus, bulbs, tapes and diskettes, and such similar products.
• Any costs or transportation charges incurred in removing or re-installing the Product or transport, delivery and handling charges incurred in transporting the Product to and from Desa Home to the agent's authorized service centre.
• Any charges for on-site services, which is not provided for under the manufacturers' warranty.

As per the extended warranty policy, if the product is deemed beyond repair by our technician, Desa Home will propose a new or equivalent replacement model or any model of your choice and can be purchased at current price with a top up after deduction from the insured amount based on the calculation during the claim made.

The extended warranty will be deemed void once the replacement model has been purchased by the customer.

The Extended Warranty Policy is as follows:

1. Extended Warranty purchased from Desa Home Theatre Sdn. Bhd., (hereinafter referred to as Desa Home) is only valid for Malaysia and applies to Electrical and Electronic Products/Appliances purchased from Desa Home, excluding digital cameras, computer and related products, home living products, food and beverages, toys, hygiene products and perishable items.
2. The Warranty is subject to satisfactory receipt of your proof of Extended Warranty purchased from Desa Home.
3. The Electrical and Electronic Product/Appliance shall be free from manufacturing defect for the Extended Warranty Period upon the following terms and conditions:
   1. The Electrical and Electronic Product/Equipment is used in accordance with the manufacturer's operating instructions.
   2. The Extended Warranty shall be deemed void if any of the following circumstances occur during the Warranty Period:
      1. Any part of the Electrical and Electronic Product/Appliance is removed, altered, tampered, adjusted, modified, dismantled, repaired or handled in any way by any person not authorised by Desa Home, or
      2. The product serial number on the Electrical and Electronic Product/Equipment is altered, defaced or removed; Personal information that you provide to Desa Home for the purpose of extended Warranty record and this Warranty will be subject to Desa Home's Privacy Policy available on https://desahome.com. Desa Home will use or disclose your personal information to authorised third parties for the purposes of servicing this Warranty in accordance with the Personal Data Protection Act 2010 (PDPA) in Malaysia
      3. Registered customers may access, correct and update their personal information online or via Desa Home Customer Service.
   3. Product Extended Warranty Guide
      1. Desa Home is not responsible for any loss or recovery of data, software or removable media;
      2. Desa Home's decision in relation to complaints or allegations of defects either of workmanship or materials shall be final and conclusive and, Desa Home reserves the right at its sole discretion to provide either one of the following provisions:
         • Repair the Electrical and Electronic Products/Equipments or replace the defective parts with new, reconditioned or refurbished equivalent.
         • If the product is beyond repair, Desa Home will propose a new and equivalent replacement model that can be purchased at current price at with a top up after the deduction of compensated amount based on the calculation during the claim is made.
      3. The Extended Warranty will be deemed void once the replacement model has been purchased by the customer.
4. Extended Warranty does not cover the following products or circumstances:
   1. Consumable items and accessories such as cables or cord assembly, remote control unit, antennae, batteries, battery pack, adaptors, external parts and extruded parts such as, cabinets, front glass panel, casing, cover, frame lid and levers, plugs, socket, control knobs and buttons, filters and dust bags, and inner pan;
   2. Damage and/or defect resulting from accidents, natural disasters, misuse, mishandling (e.g. scratches, dented, drop etc.), improper installation or any manner of tampering;
   3. Smashed or cracked, panel or front glass;
   4. Permanently lit or unlit spots (pixel) on screen, non-active pixels and image retention;
   5. Damage or defect due to incorrect usage of electrical supply or voltage;
   6. Normal wear and tear or corrosion, fungus, rust or stains;
   7. Noise, taste or odour deemed by Desa Home to have been caused by surrounding environment, and
   8. Services such as cleaning, maintenance, general service and overhaul.
5. Desa Home may not be able to attend to Electrical and Electronic Products/Appliances installed at locations it deems inaccessible or unsafe.
6. Extended Warranty services are limited only to terrestrial mainland Malaysia and Sentosa, and do not extend to any other island or any ship, boat or vessel.
7. Items not covered by Extended Warranty:
   1. Home shower heater element including transport and labour charges to install new heater element;
   2. Compressor for air conditioner including transport, gas and labour charges to install new compressor;
   3. Compressor for refrigerator and motor for washer including transport, gas and labour charges to install new compressor and motor and
   4. Other consumer appliances, display sets and related parts.
8. The Extended Warranty will no longer be valid upon expiry of the Extended Warranty period.

Purchases made from our showroom and not via our website (order number beginning with KPSA or KPIN) will not be visible on the My Orders page on our website.

Generally, the tax invoice or delivery order will be given upon delivery or self-collection. If you did not receive the tax invoice/delivery order or have misplaced it, please contact our Customer Service team for a softcopy.

Regrettably, the billing address cannot be changed after order confirmation. However, we can help to cancel the original order so that a new order with the right address can be made. Please contact our Customer Service team if you require assistance.

You can register on our website registration page at https://www.desahome.com/register.php

There is no membership fee.

Membership is free for life.

If you are unable to access your account because you have forgotten your password, please click on the "Forgot Password" link on the "Log In" page to reset your password using the registered email. A password reset link will be sent to your email address after you click on "Send". Please refer to the screenshot below.

The eCashback and Credit icons can be found on the header of our website. Click the icons to view the "My eCashback" and "My Credits" page.

Click on your account name in the desktop view or the "User" button in the menu for mobile view to see your profile information. Edit accordingly and click on "Save Changes" to update.

Ground Floor Anchor Tenant, Desa Komplek, Jalan Kepong, 52100 Kuala Lumpur.

Yes, we do have parking available, but spaces are limited. RM3 is charged per entry.

*The building management reserve the right to change the parking charges without prior notice.

We are open daily from 1100hrs to 1930hrs

You can Whatsapp our Customer Service helpline at 012-675 7955 for Desa Home e-shop purchases or 012-237 3955 for Shopee/Lazada purchases.

Or you may email our e-commerce team at [email protected].