Refund & Return Policy

Applies to orders placed with EXE HUB SDN. BHD. (Reg. No. 202601012427 (1674525-V))

This policy explains how EXE HUB SDN. BHD. handles cancellations, returns and refunds for orders of sports and fitness gear. Because every paid order is confirmed individually by our team before dispatch, most issues are resolved directly between you and our team.

01 How Orders Are Confirmed

An order placed through the cart and checkout on this website is paid online through our payment provider and is confirmed by EXE HUB once payment succeeds and stock is verified. If we cannot fulfil an order, we will contact you by phone or email and refund the amount paid.

02 Cancellation Before Dispatch

You may cancel or amend an order at no cost at any time before it has been confirmed and dispatched. Once an order has been packed or dispatched, cancellation is treated as a return and is subject to the terms below.

03 Eligibility for Returns

Unopened, unused items in original, undamaged packaging with accessories, cables, manuals and fittings included may be returned within 7 days of delivery or collection, subject to Clause 4. Please check the size, weight and suitability on the product page before you order — for example the pack contents of a resistance band set or the dimensions of a bag. An unsuitable choice is not a fault of the product, and is only returnable if the item remains unused and in resaleable condition. Please contact us before sending anything back so we can confirm eligibility and the return process for your order.

04 Opened, Used & Defective Items

Items that have been opened for hygiene reasons, used or show signs of wear cannot be resold as new, so we cannot accept change-of-mind returns of them. This applies in particular to worn or washed apparel, socks and compression sleeves, to massage balls and foam rollers once used, to water bottles once filled, to balls once inflated or played with, and to any item with missing parts or damage after delivery. If an item develops a fault, we will help you arrange a claim — please contact us with your order reference. Damage caused by misuse, overuse or not following the manufacturer’s instructions (for example loading an item beyond its stated weight capacity or using a racket with the wrong string tension) is not a product defect. This does not affect your rights in respect of items that are damaged, defective, or incorrect as described in Clause 5.

05 Damaged or Incorrect Items

If an item arrives damaged, faulty, or different from what you ordered, contact us within 48 hours of delivery or collection with your order reference and photographs of the item and packaging. We will arrange a replacement, a store credit, or a refund at our discretion, at no cost to you.

06 How to Request a Return

Email exe_hub@outlook.com or call +6017-495 1218 with your order reference, the product code(s) involved, and the reason for the return. We will confirm whether the item is eligible and provide instructions for returning it or arranging collection.

07 Refund Method & Timing

Approved refunds are issued using the same payment method used for the original payment, or by bank transfer where more practical, within 7–14 business days of the returned item being received and inspected, or of the refund being approved for a damaged or incorrect item.

08 Larger Items

The adjustable dumbbell pair and other larger or heavier items are bulky, so return arrangements for them — including who arranges collection, packaging and any related cost — are agreed individually between EXE HUB and the buyer when you contact us. Please keep the original packaging until you are sure you will keep the item. Items that cannot be returned in a safe condition may be assessed on a case-by-case basis.

09 Non-Returnable Situations

We are unable to accept returns for change of mind on worn, used or opened hygiene-sensitive items such as socks, sleeves and massage balls, for items damaged by misuse after delivery, for items without a valid order reference, or for requests made outside the timeframes in this policy, except where required by Malaysian consumer protection law.

10 Contact

For any question about a return or refund, contact us at exe_hub@outlook.com or +6017-495 1218. Our registered address is LEVEL 20, MENARA 1 SENTRUM, 201, JALAN TUN SAMBANTHAN, BRICKFIELDS, 50470 KUALA LUMPUR, W.P. KUALA LUMPUR.