Returns, Refunds & Warranty Policy

Hyperice Malaysia

Effective Date: 1st January 2026

PFC Solutions Sdn Bhd [201901003903 (1313230-K)] is the distributor of Hyperice products in Malaysia and operates Hyperice Malaysia.

For the purposes of this Policy, references to “Hyperice Malaysia”, “we”, “us” or “our” mean PFC Solutions Sdn Bhd.

This Returns, Refunds & Warranty Policy applies to eligible Hyperice products sold by PFC Solutions Sdn Bhd. through www.hyperice.my, and through any other Hyperice Malaysia sales channel where PFC Solutions Sdn Bhd. expressly states that this Policy applies.

Where a product is purchased from another retailer, marketplace or reseller, the retailer's own return and refund policy may apply to that sale. Any separate Hyperice Malaysia warranty coverage will depend on the warranty terms applicable to that product and sales channel.

Nothing in this Policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded or restricted under Malaysia law.

At a Glance

We do not accept returns, refunds or exchanges simply because you change your mind.
If your product is defective, damaged, incorrect or does not conform to the contract of sale, your claim will be assessed in accordance with applicable Malaysia law and the applicable Hyperice Malauysia warranty.
Eligible Hyperice products generally come with a 1-year Malaysia Local Limited Warranty, unless a different warranty period is stated for the particular product.
Please contact info@hyperice.my before returning, couriering or personally delivering any product to us.

The sections below explain these terms in more detail.

1. No Change-of-Mind Returns

Hyperice Malaysia does not provide returns, refunds or exchanges simply because you:

changed your mind;
ordered the wrong product, model, size or quantity;
no longer want or need the product;
found the product at a lower price elsewhere;
do not like the colour, appearance or feel of the product where it otherwise conforms to the contract; or
purchased a product that does not suit your personal preference or intended use where no representation was made that it would be suitable for that purpose.

All sales are final for change-of-mind purposes, subject to your rights under applicable Malaysia law.

Customers are responsible for checking product specifications, sizing, compatibility and suitability before completing their purchase.

2. Order Cancellation

If you wish to cancel an order, please contact info@hyperice.my as soon as possible.

An order cannot ordinarily be cancelled once it has been processed for fulfilment or dispatched.

A cancellation request is only confirmed when Hyperice Malaysia accepts the cancellation in writing.

Where an order has already been dispatched, it will be treated in accordance with this Policy.

3. Damaged, Incorrect or Missing Items

Please inspect your order as soon as reasonably possible after delivery.

Please contact info@hyperice.my promptly if:

you received the wrong product;
an item is missing;
the product was damaged during delivery; or
you believe the product is defective.

For visible delivery damage, missing items or incorrect products, we recommend notifying us within 7 days of delivery so that we can investigate the matter promptly.

The 7-day notification period does not remove any statutory rights you may have under Malaysia law.

4. Information Required for a Claim

To allow us to properly investigate your claim, we may request reasonable supporting information including:

your name and contact details;
order number;
proof of purchase;
product name and model;
serial number, where applicable;
photographs of the product;
photographs of the packaging;
video showing the reported issue; and
a description of the issue and when it occurred.

We may ask you to carry out reasonable troubleshooting steps before requesting the product to be returned.

Submission of photographs, videos or other information does not itself mean that a claim has been approved.

5. Your Rights if Goods Do Not Conform to Contract

Malaysia law provides consumers with rights where goods do not conform to the applicable contract at the time of delivery.

Where applicable, these rights may include repair or replacement and, in circumstances provided by law, an appropriate reduction in price or rescission of the contract.

Where repair or replacement is required under applicable Malaysia law, it will be carried out within a reasonable time and without causing significant inconvenience to the consumer, and necessary costs will be borne as required by law.

A refund is not automatically the first remedy for every defective product. The appropriate remedy will depend on the circumstances and applicable Malaysia law.

Nothing in our commercial warranty below replaces or limits these statutory rights.

6. Non-Returnable Products

For change-of-mind purposes, we do not accept returns of:

sale, promotional or clearance products;
gift cards;
personalised or customised products;
opened consumable products;
replacement adhesive pads and similar consumable components once opened;
used products that are not defective; and
products returned without prior authorisation.

These exclusions apply to change-of-mind returns only and do not remove any rights available in relation to defective or non-conforming goods under Malaysia law.

7. Malaysia Local Limited Warranty

Eligible Hyperice products are covered by a 1-year Malaysia Local Limited Warranty from the original date of purchase, unless a different warranty period is expressly stated on the product page, product packaging, warranty documentation or at the time of purchase.

This commercial warranty is provided in addition to statutory rights and does not replace or limit rights available under applicable Malaysia law.

Warranty eligibility requires reasonable proof of purchase.

Examples include:

sales receipt;
tax invoice;
Hyperice Malaysia order confirmation; or
other documentation reasonably establishing the purchase.

A bank or payment record may be accepted as supporting evidence, although additional information may be required where it does not identify the specific product purchased.

8. What the Local Limited Warranty Covers

The Local Limited Warranty covers defects in materials or workmanship arising under normal and intended use during the applicable warranty period.

Examples may include:

failure of the device to power on due to a manufacturing defect;
failure to charge due to a manufacturing defect;
malfunction of an electronic control;
motor malfunction;
defective charger supplied with the product;
defective hose or connection;
defective heating, cooling, vibration or compression function; or
another failure determined to result from defective materials or workmanship.

Physical or cosmetic damage is covered only where it is attributable to a manufacturing defect or the condition in which the product was supplied.

Normal cosmetic wear occurring through use is not considered a manufacturing defect.

9. Product Categories & Warranty Coverage

The categories and product names below are provided as a general guide and are not an exhaustive list.

A product does not need to be specifically named below to qualify for applicable warranty coverage.

Where separate warranty terms are supplied for a particular product, those product-specific terms will apply, subject to applicable Malaysia law.

Percussion Technology

Examples currently include, but are not limited to:

Hypervolt 3 Pro
Hypervolt 3
Hypervolt Go 3

aWarranty coverage may include:

motor/control unit;
integrated or supplied battery;
charger; and
applicator heads originally supplied with the product,

where the relevant failure results from a manufacturing defect.

Accessories purchased separately may be subject to their own warranty terms.

Vibration Technology

Examples currently include, but are not limited to:

Vyper 3
Hypersphere Go

Warranty coverage may include:

primary vibration/motor unit;
integrated battery, where applicable; and
charger originally supplied with the product.

Thermal Technology

Examples currently include, but are not limited to:

Venom 2 Back
Venom 2 Shoulder
Venom 2 Leg
Venom Go

Warranty coverage may include:

electronic/control unit;
heating components;
vibration components, where applicable;
applicable straps; and
charger originally supplied with the product.

Venom Go Pads and Refill Packs

Venom Go pads and refill packs are consumable components.

Normal deterioration, loss of adhesive properties through use or ordinary wear is not considered a manufacturing defect.

This does not exclude a claim where a pad or refill component was defective when supplied.

Contrast Therapy Technology

Examples currently include, but are not limited to:

Hyperice Contast 2 Knee
Hyperice Contrast 2 Shoulder

Warranty coverage may include:

electronic/control unit;
heating components;
cooling components;
compression system;
integrated battery;
straps; and
charger supplied with the product.

Ice / Compression Technology

Examples currently include, but are not limited to:

Hyperice Knee
Hyperice Back
Hyperice Shoulder
Hyperice Utility

Warranty coverage may include:

applicable treatment or ice cell;
compression components; and
straps supplied with the product.

Dynamic Air Compression Technology

Examples currently include, but are not limited to:

Normatec Premier Legs
Normatec Premier Hips
Normatec 3 Arm Attachments
Normatec 3 Hip Attachments
Normatec Lower Legs
Warranty coverage may include, where applicable:

control unit;
integrated battery;
charger;
compression attachments; and
electronic or pneumatic components supplied with the product.

Future Products, Accessories and Technologies

Hyperice may introduce new products, replacement models, updated models, accessories, attachments, consumables and technologies from time to time.

A product does not need to be specifically listed in this Policy in order to qualify for applicable warranty coverage.

New, updated, replacement or successor products may be classified according to their:

product category;
primary technology;
intended function;
warranty period stated for that product;
classification as a device, accessory or consumable component; and
any product-specific warranty terms supplied at the time of purchase.

Product-specific warranty terms take precedence over the general commercial warranty where those terms provide different coverage or duration, subject always to applicable Malaysia law.

The addition, removal or discontinuation of a particular model from the examples above does not by itself determine whether a product is eligible for warranty coverage.

10. Warranty Exclusions

The Local Limited Warranty does not cover damage, deterioration or malfunction caused by:

misuse or abuse;
accident or impact;
neglect;
improper storage;
improper transportation after delivery;
failure to follow product instructions;
use outside the product's intended purpose;
unauthorised modification;
unauthorised repair or attempted repair;
incompatible or unauthorised accessories, chargers or components where their use caused or contributed to the failure;
exposure to liquids, moisture, temperatures or environmental conditions outside the product's intended operating conditions;
normal wear and tear;
normal reduction in rechargeable battery capacity through use and ageing;
normal deterioration or depletion of consumable components;
cosmetic wear resulting from normal use;
loss or theft; or
damage occurring after delivery that is unrelated to a manufacturing defect or non-conformity present at the time of supply.

A warranty exclusion will only be relied upon where the excluded circumstance is relevant to, or caused or contributed to, the reported failure.

The commercial warranty may also not apply to:

counterfeit products;
products purchased from unauthorised sellers;
products with intentionally removed, altered or illegible serial numbers or product identification; or
products where the claimant cannot reasonably establish the purchase or warranty eligibility.

These commercial warranty exclusions do not exclude any statutory right that cannot lawfully be excluded.

11. Batteries

Rechargeable batteries naturally lose capacity over time.

Gradual reduction in battery capacity resulting from normal charging cycles, usage and ageing is not itself considered a manufacturing defect.

However, abnormal battery failure caused by defective materials or workmanship during the applicable warranty period may be covered.

12. Consumable Components

Consumable components may include:

adhesive pads;
refill pads;
replaceable adhesives; and
other components designed to be depleted, worn or replaced through normal use.

Normal consumption, deterioration or loss of effectiveness through ordinary use is not a manufacturing defect.

A consumable component that was defective when supplied may still be eligible for an appropriate remedy.

13. Assessment of Claims

Submission of a claim does not automatically mean that the product is defective or that warranty coverage has been approved.

We may:

inspect the product;
test the product;
perform reasonable troubleshooting;
request additional information; or
obtain an assessment from Hyperice Malaysia.

We will consider the available evidence before determining whether a claim falls within our commercial warranty.

Nothing in this assessment process overrides rights available under applicable Malaysia law.

14. Remedies Under the Local Limited Warranty

For an approved claim under the Malaysia Local Limited Warranty, Hyperice Malaysia may provide an appropriate remedy such as:

repair of the product;
replacement of the defective component;
replacement of the product with the same model;
replacement with a comparable product where the original model is no longer reasonably available; or
another remedy agreed between Hyperice Malaysia and the customer.

Where the claim is also subject to statutory consumer rights, the remedy will be provided consistently with those rights.

This section does not give Hyperice Malaysia an unrestricted right to choose a remedy where Malaysia law gives the consumer a particular statutory entitlement.

15. Replacement Products and Components

Where a product or component is replaced under our commercial warranty, we will inform the customer of any applicable warranty terms relating to the replacement.

A replacement product may be the same model or, where that model is no longer reasonably available, a comparable model of similar function and value, subject to applicable law.

Nothing in this section limits any statutory rights applicable to the replacement product.

16. How to Make a Warranty Claim

Please contact:

info@hyperice.my

Please provide, where applicable:

your name;
contact details;
order number;
proof of purchase;
product and model;
serial number;
description of the issue;
photographs; and
video demonstrating the issue.

Do not send or deliver a product to us until return authorisation has been provided.

Return authorisation means that we have agreed to receive the product for assessment. It does not mean that the warranty claim has already been approved.

17. Return Address for Authorised Claims

By prior approval or appointment only:

Plaza Damas, E-3-14, Jalan Sri Hartamas 1, Taman Sri Hartamas, 50480 Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur

Products sent, couriered or personally delivered without prior return authorisation may be refused where reasonably appropriate and permitted by law.

18. Shipping Costs for Defective or Warranty Products

Please contact us before shipping a product.

Where Malaysia law requires Hyperice Malaysia to replace non-conforming goods, Hyperice Malaysia will bear the necessary costs associated with doing so as required by law.

For claims arising solely under the commercial Local Limited Warranty and outside any applicable statutory entitlement, shipping arrangements and applicable costs will be confirmed when the claim is authorised.

Where a product is assessed and found not to have a covered defect, the customer may be responsible for reasonable return or redelivery costs where permitted by law and where those costs have been communicated before being incurred.

Hyperice Malaysia will not be responsible for additional costs arising from a customer's decision to use an expedited, premium or unauthorised delivery service without our prior agreement, except where otherwise required by law.

19. Purchases from Other Retailers

If you purchased your product from another retailer, please contact that retailer regarding returns, refunds and statutory remedies arising from that sale.

Hyperice Malaysia may separately provide warranty support for eligible Hyperice products purchased from authorised Malaysia retailers where the applicable warranty arrangement provides for such support.

Warranty assistance provided by Hyperice Malaysia does not change the identity or legal responsibilities of the original seller.

Proof of purchase from an authorised retailer may be required.

20. Overseas Purchases

Products purchased outside Malaysia are not automatically eligible for the Hyperice Malaysia Local Limited Warranty.

Warranty support may instead need to be obtained from:

the original retailer;
the relevant authorised Hyperice distributor or partner; or
Hyperice support for the country or territory where the product was purchased.

This limitation relates to the Hyperice Malaysia commercial warranty only and does not purport to exclude rights that may otherwise arise under applicable law.

21. Refunds

Where a refund is required under applicable law or otherwise approved by Hyperice Malaysia, it will ordinarily be made to the original payment method where reasonably possible.

Once Hyperice Malaysia has processed a refund, the time required for funds to appear in the customer's account may depend on the bank, card issuer or payment service provider.

Original delivery charges and other transaction charges will be refunded where required by applicable law or where otherwise expressly agreed by Hyperice Malaysia.

22. Safety Notices and Product Recalls

If a Hyperice product becomes subject to an official safety notice, corrective action or product recall, the terms of the applicable safety notice or recall programme will apply.

Where the instructions provided under an official recall or safety programme differ from the normal process in this Policy, the relevant safety or recall instructions will take precedence.

Customers should stop using a product immediately where instructed to do so in an applicable safety notice.

23. Fraudulent or Misleading Claims

Hyperice Malaysia may reject claims involving:

falsified proof of purchase;
deliberately false or misleading information;
substituted products;
intentionally altered or removed serial numbers; or
other fraudulent conduct.

This does not affect the assessment of genuine claims made in good faith.

24. Relationship With Malaysia Consumer Law

Products sold by Hyperice Malaysia are subject to applicable Malaysia consumer laws.

These laws may include requirements relating to:

conformity with description;
satisfactory quality;
fitness for purposes for which goods of that kind are commonly supplied;
fitness for a particular purpose where applicable;
appearance and finish;
freedom from minor defects;
safety; and
durability.

Nothing in this Policy is intended to exclude, restrict or modify any liability, consumer right or remedy where doing so would be prohibited by Malaysia law.

If any provision of this Policy is inconsistent with a mandatory requirement of Malaysia law, the mandatory legal requirement will apply and the remaining provisions of this Policy will continue to operate to the extent legally permitted.

25. Policy Updates

Hyperice Malaysia may update this Policy from time to time to reflect:

new Hyperice products or technologies;
discontinued or replacement products;
changes to the Hyperice product range;
changes to warranty arrangements;
changes in business practices; or
changes in applicable law.

The commercial warranty terms applicable to a purchase will generally be those communicated in connection with that purchase, subject to any rights that apply under law.

The addition or removal of a product name from the examples in this Policy does not, by itself, determine whether a product is eligible for warranty coverage.

26. Important Notes

For Hyperice purchases and products:

Hyperice devices, technologies and accessories upgrade
are not applicable
with any top up options.
(this includes back in box (bib) and successful collections)

All Hyperice products and accessories do not have repair services, worldwide.

27. Contact Us

For returns, warranty or product support enquiries:

Hyperice Malaysia
Operated by PFC Solutions Sdn Bhd [201901003903 (1313230-K)]
Distributor of Hyperice Products in Malaysia

Email: info@hyperice.my
WhatsApp: +60 19-989 5796
Website: www.hyperice.my

Please include your order number and product information where available.