Return & Refund Policy

"SOHO Guarantee" is our refund and exchange coverage program that is designed to protect all of our customers against unsatisfying or damaged products by offering 100% refund or exchange based on our customers’ preferences. To understand more about "SOHO Guarantee" and what is its coverage please click here.


What is the SOHO’s Refund and Exchange policy?

This policy will only be applicable if the item/order that you wish to return is purchased via

Purchases from SOHO retail stores and other e-commerce platforms will not be eligible for this policy.

We have a seven (7) calendar days refund and exchange policy upon your receipt of the order, subject to the following terms and conditions:

  1. Items/orders that you wish to refund or exchange must follow all the requirements that have been listed out in our return and exchange requirement list.
  2. All packaging must be unmarked and not defaced in any manner.
  3. Any item that is received with tags attached must be exchanged with those tags intact.
  4. There will be no exchanges for intimates, undergarments, accessories and beauty products due to hygiene reasons.
  5. This policy does not apply to items which have been stated as non-exchangeable and non-refundable on our website
  6. Items purchased as part of a set or multi-item pack, have to be exchanged as a whole set.
  7. Exchanges performed through offline channels do not need to be exchanged with the same item which was purchased. Exchanging the returned item with another item is permittable.
  8. If the product for which you wish to exchange is of a higher price than the original purchase price, then you will be required to top up the balance using cash.
    If the product for which you wish to exchange is of a lower price, then no balance amount will be refunded to you.
  9. If there is nothing that fits your taste in the outlet store that you visited, you can either:
    I. Send a request to our SOHO customer support team and request for an online refund instead.
  10. No immediate offline refund via store option will be available for the customer should nothing fit your taste in the outlet store.

Return Management System (RMS)

All goods to be refunded or exchanged will require the customer to first send a request via our RMS system (click here to view the steps for simple refund or exchange). 
The request will be review by our team, and the customer will be notified on the status of the request within 24 hours.

Purchases Made Using Vouchers
All items that have been purchased using cash voucher can still be refunded or exchanged.  However, the refunded or exchanged amount will be prorated based on the voucher amount.

  • All cash vouchers will not be refunded. Only the balance amount that you have paid will be refunded or be entitled to for exchange.
  • This applies to bundled items, promotional items or items that come in sets.

Please note under this policy, we do not generally permit the refund or exchange of:

  • Refund requisitions made after the redemption period (7 calendar days upon receipt of the order).
  • Redeemed services from merchants or partners.
  • Requests that have been rejected by our customer support officers.

How do I submit a refund or exchange request?

  • Should there be any dissatisfaction with the product received and you wish for an exchange, you will need to request for one using our Return Management Service via the SOHO Mobile Application or by logging in to your SOHO account on our website within seven (7) calendar days of receiving the products.
  • Exchange of products can be arranged under various reasons: click here to find out.

Items for Customers to note:

  • Exchanges are subject to availability. If the store does not have any more stock, you may wait until they are able to source additional stock of the desired product or visit another nearby store.
  • Exchanges may apply for the same product of a different colour or for different products that serve the same function at the same price. Such exchanges are subject to a mutual agreement between yourself and the SOHO team.
  • Any exchanges for products of higher prices will require additional payment to make up the price differential.


Click and Collect's refund:

  • Any order placed via Click and Collect should be collected within 7 calendar days after it has successfully arrived at the selected SOHO store. Should no one be available to collect the parcel, the order may be forfeited after the stipulated time given. Therefore, we will not refund you any amount that you have spent on your order.
  • For for details about Click and Collect please click here.



The returned goods/products will be checked with the receipt together and the goods should be in the good condition. The packaging should also be in original condition in original shipping container as received. If the goods/products has been used or damaged by the customer, there will not be any refund. Soho Plumbing & Hardware Sdn Bhd will also not be responsible if your shipment is lost during the return transit. Once we have checked and confirm the goods/products, customer will received their refund within 7 days after the confirmation.

Please return your purchase to the following address:
Soho Plumbing & Hardware
Lot 502-C Jalan Bayam, Kampung  Khatib  Ali, 15200 Kota Bharu
09-744 2085

Please contact us at or 09-744 2085 if you have any questions or doubts.