Product & Prices
Are all products sold on HubStore original and genuine?
Yes, we are committed to offering our customers only 100% genuine and original products. We also take all necessary actions to ensure if any seller is found to be selling non-genuine products. In such case, the seller is immediately delisted from HubStore.
if you think a product listed on our website does not fulfill these standards, please send us an email on email@example.com
Where can I find more detailed information about a product?
More detailed information can be found on the 'Description' tab on the product pages.
Are there any hidden costs or charges if I order from HubStore?
There are no hidden costs or charges when you order from HubStore. All costs are 100% visible at the end of the checkout process.
Are the prices on HubStore negotiable?
Prices on HubStore are not negotiable. Though, you can avail special discounts on payments made through specific payment methods.
Why do I see different prices for the same product?
Some of our products are offered by different sellers. Please read the description section of the product to know the features and details.
How do I know if a product comes with free installation?
Free installation is offered for selected products only. Be sure to check the product description of products to get more details about installation.
How do I know if a product comes with warranty?
If a warranty is offered on a product, the warranty period will be displayed on the product page under ‘Description’ tab.
Why is it better to make an account while shopping on HubStore?
Having a HubStore account helps you to participate in Share 'n Sell program by which you can share products to your friends & family and earn commission on all referred purchases. You also get your unique referral link which you can share within your groups and earn commission everytime your referals make a purchase on HUBSTORE. Get your affliliate link under My Account > My Affilliate account > My Invitations and start earning passvie income. Also, making an account helps us in making your shopping experience faster, secure and convenient on HubStore. Click here to create your account now
What are the shipping charges?
Shipping charges are the costs undertaken by HubStore and our logistics partners to bring your ordered item to your doorstep. Shipping charges are calculated based on your location and the weight of the product(s) in your order.
Can I cancel my order?
Please note that all orders placed on HUBSTORE cannot be cancelled.
Why am I having trouble placing products in the cart?
If you are having trouble placing products in your cart, please make sure that you have made all relevant size and color selections. If you still have problems, this may mean that the item you are trying to buy is sold out. Please get in touch with our Customer Support Team at firstname.lastname@example.org
I haven't received the invoice for my order.
A hard copy of the invoice should always be sent along with your order while a softcopy is sent via email within 24 hours the order was placed. Please make sure that you provide your correct email address or check your spam if you have not subscribed to our newsletter. If you have not received an invoice, please get in touch with us and we will send you a copy of your invoice.
My payment was processed successfully but I didn't get any order confirmation. What should I do?
Please get in touch with our support team at email@example.com so we can look into the matter
What are the available payment methods?
The payment methods available are:
- Online banking
- Credit card
- Debit card
Are there any hidden charges when I make a purchase on HubStore?
There are no hidden charges when you make a purchase on HubStore. The order amount is inclusive of all taxes and shipping fees. In case your order is delivered partially you will be required to pay only for the item that has been delivered to you. The order amount will be mentioned on the parcel and the invoice. Please note that we will never ask you to pay extra cash to the rider.
Note: For International Payment via Credit / Debit card you may be charged a cross border fee by your issuing bank as our payment processor is based outside Malaysia. For information on the exact charges please contact your issuing bank.
Is it safe to pay with credit / debit card?
Fraud detection and prevention are very important to us. We take all steps to ensure that transactions are genuine and that our customers’ details are completely secure.
How do I use a giftcard or a voucher?
When you get to the payment stage while checking out, simply enter the gift card code in the voucher box.
My order value is more than my voucher amount. What do I do?
If your order amount is more than your redeemable voucher amount, you’ll be asked to select an additional payment method to complete the payment.
You are allowed to return products within 12 calendar days from shipment date under the following circumstances:
a.) Manufacturing defects
b.) HubStore delivered the wrong item.
Product return policy and procedures
In the event of customer complaint and request for return or refund, please stay calm and contact our support team at firstname.lastname@example.org
What do we need to verify that the item is allowed for exchange or return?
In most cases, we will need your help to get a few photo or video (handphone standard is sufficient, no need studio photography. ) of the item, show us where is the problem and we will get it processed. Off course, we will need to know the order ID too.
How to send the item back to us?
Once our support team confirms the return, we shall send you a digital consignment note (Pos Laju). You are required to print the digital consignment note and paste it on the return parcel. We will arrange PosLaju to pick up the item from your address. If you prefer us to pick up the return item from another address like their work place, please let us know at email@example.com
How to pack the return parcel?
Please make sure that the parcel has all the items including the packaging in it. Also confirm that the parcel is not see-through and well sealed. Paste the consignment note on the parcel.
Exchange or Refund, what should I opt?
We suggest you to accept product exchange as the first option. In any case, you have the option to either get refund for the item's amount paid as stated in the sales order, or product replacement (same SKU). However, in the event where the particular item is out of stock, HubStore shall refund the amount to you. Please note that the refund amount will be made to your GOPAY digital wallet. For payments made through online banking and credit/debit cards, you will be provided with store credits coupon that can be redeemed for future purchases. For partial refund (let's say you ordered 5 items while 1 item was eligible for refund), we will provide you with store credits coupon that can be redeemed for future purchases.
How long does it take?
The product return or refund normally takes about 10-15 working days to complete. But it take two to tango, we need to work as a team to resolve the issue. Help us get the necessary information and HubStore will try our very best to shorten the process.
Who shall bear the delivery cost for returning item?
Delivery cost for returning item shall be borne by HubStore if you follow the procedure of using our digital consignment note. HubStore shall also bear the cost of sending the item back to you.
Buyer from countries other than Malaysia.
The verification process is similar to Malaysia-to-Malaysia returns. HubStore will still bear the return cost if it meets the Product Return Policy requirements. The only difference is we will use other courier service company and the process will take up to 30-45 days depending on your location and stock availability (worst case scenario). In the case of refund, we shall refund in the same currency in which you paid HubStore.
Refund or replacement will not be applicable for the following situations
a) Original packaging missing
b) Any item that has been worn, or altered.
c) Used items (for cosmetic and other personal items such as under garments etc)
How long does it take to receive my product?
Delivery timelines vary depending on your city and your selected product. It ususally takes 4-14 days to get your product delivered at your doorstep. You can also view this info in ‘Description’ and ‘Shipping’ tab on the respective products.
How can I track my order?
Each delivery comes with a tracking code by a designate logistics company. You may track the delivery status using the tracking system provided by the respective logistics company.
If the Shipment Company is Pos Laju, please proceed to Pos Laju tracking website.
If the Shipment Company is not Poslaju, please procced to the given webpage and add your tracking code to trace your parcel. http://www.lwe.com.hk/tracking/track
I found the package open and the product seal broken on delivery. What should I do?
You should refuse to accept an open package. If you do accept such a package by mistake or find out it has been tampered with, please get in touch with us immediately at firstname.lastname@example.org
What are the shipping charges?
Shipping charges are the costs undertaken by HubStore and our logistics partners to bring your ordered item to your doorstep. Shipping charges are calculated based on your location and the weight of the product(s) in you order.
I ordered multiple items but I have received only one item so far. What’s going on?
Items sourced from different sellers are often shipped separately to make sure that there is no delay in fulfilment of your order. Rest assured that you will get all your items within the delivery period mentioned on the product pages of those items.
My parcel has been reported missing. What now?
No need to worry. We will help you replace your order at no extra cost. Please forward your case to email@example.com
For any additional questions or queries, please email us at firstname.lastname@example.org