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Frequently Asked Questions

1. GENERAL INFORMATION

Why I failed to register in Coway Mall?

Your email address might registered in another account

What should I do if I forgot my password?
On the login page, click on “Forgot Password” and the system will guide you through the step to reset password
Can I still change my password?

Yes. Go to My Profile > Change Password > Fill Up Current & New Password > Submit

Why I cannot tick on the T&C box and place order?
You are only allowed to tick on the T&C box & place order after you had scroll down and read all the T&C stated
How can I add/edit my personal info (contact no., NRIC, address, etc)?

Go to My Profile >  Update Profile > Add/Edit > Save

How to change/edit my particulars after order placed?
You will need to liaise with respective Agent to amend personal particulars
How do I know my order status?

You will receive an email / SMS from Coway.
Else, you are encourage to do self-check in the Coway Mall under “My Orders” in your Account

Who to contact if my order is pending?

You can contact uour Coway Mall Agent. The agent's information is stated in your order's details  OR
You can contact Coway Mall Admin for assistance by clicking "Contact Us“ 

How can I contact Coway Mall Admin?

Scroll down to the Bottom of the Page > click Contact us > Fill up required information > Submit

Is there a minimum age to sign up for Coway's Rental Package OR to purchase Coway product through Outright Purchase?

Any person below the age of 18 are not allowed to sign up or subscribe our Rental Package or Outright Purchase

Can you trade-in your Old Home Appliances in Coway Mall?

No.
You can read through and understand the procedure and T&C for trade-in (Coway-to-Coway Trade in / Other Brands-to-Coway Trade-in). If you decided to proceed for trade-in, you may contact your Agent to purchase by clicking on the “Contact Agent” button.
Else, you can contact Coway Mall Admin for assistance by clicking "Contact Us“ at the bottom of the page.

How can I cancel my order after checkout?

Before order approved
You can cancel the order by yourself in Coway Mall.
Go to MY ORDERS  >  click "View"  >  tick the product that you want to cancel  >  select Cancel Reason  >  click "Cancel Item"

After order approved
You are required to contact your respective Coway Mall Agent to assist on product cancellation.
Else, you can contact Coway Mall Admin for assistance by clicking "Contact Us“ at the bottom of the page.

Where can I make an enquiry, provide a feedback, inform about a product’s technical issue or lodge a complaint?

You may contact us via

Toll-free Line: 1800-888-111
[Business Hours: Monday to Friday, 9am–8pm; Saturday and Sunday, 9am–4pm]
[Closed on public holidays.]

Help Desk
[Business Hours: Monday to Friday, 9am–6pm]
[Closed on Saturday, Sunday and public holidays.]

Coway Official Facebook Page
[Business Hours: Monday to Friday, 9am–6pm]
[Closed on Saturday, Sunday and public holidays.]

How can I locate the nearest Coway sales office, Coway roadshow or CODY office?
Coway Malaysia operates nationwide, so you can easily find us in every state. Find us here.
Would I need to pay the CT or CODY who comes by to inspect or service my product?
No. You are not required to pay any labour fees unless your service warranty membership has expired. You have the option to renew your membership for 1 or 2 years and you won’t have to pay for any charges thereafter.

2. PRODUCT INFORMATION

How long it takes to receive my appliance?

You will receive a call from our Admin within 2-3 working days to make an appointment for product installation. Our Technician will install the product based on the appointment date

Can I purchase more then 1 product at the same time (per checkout)?

No, you are only allowed for single purchase (1 products per checkout) except Combo Promotion (Coming Soon!)

What is the rental contract term?
Depending on the promotions that are available for the particular products
Product Property

The appliance provided to the customer under the rental scheme remains the property of Coway throughout the Rental Period, which it differs depending on the obligation period subscribed by the Customer. Upon the completion of the Rental Period, Coway, at its sole and absolute discretion, may transfer the title or ownership of the Appliance to the Customer, provided that the Customer has made all the payments that are due and payable to Coway under the Agreement

Ownership Transfer
The product ownership will be transferred after the obligation years with no outstanding remains

3. SERVICE PACKAGE

What benefits does a Service Package include?
By subscribing to our Service Package, you are entitled to CODY's periodic maintenance service (Heart Service) which includes filter change and sanitation. All types of repairs (After Service) will be provided by Coway Technician (CT) and the spare parts will also come at no extra cost.
How do I renew my Service Package?
Simply provide us your details here and our service team will contact you as soon as possible for your renewal request. You may also contact your respective CODY for service package renewal assistance.
How frequently will my Coway product be serviced?

The service period varies for each category of Coway product:

  • Water purifier, air purifier and water softener—every 2 months
  • Bidet and outdoor filter Apolo POE 10-A—every 4 months
  • Outdoor filter Bamboo and Bamboo Mini—every 6 months

4. PAYMENT INFORMATION

Is the Payment Gateway Safe?

Yes. Coway uses the industry standard encryption protocol known as Secure Socket Layer (SSL) to keep your order information secure. A 6-digit OTP code will be sent to Customer’s mobile number registered with the bank via SMS on every transaction processed under a highly secured PCI DSS Certified payment gateway. The used card will be saved automatically and use for the recurring payment

Why is my transaction is declined?

Your credit card’s issuing bank did not approve the transaction. It could be due to insufficient fund, invalid credit card no., expiry date, etc. You will need to contact the bank for more information.
Else, you may use another card to make payment

How long it takes to get back my prepayment if the order is unsuccessful / I had cancelled it before the order is approved?

Payment will be released back within 7 to 14 business days

How long it takes to get back my prepayment refunded if the order is cancelled after its approved?

Payment will be refunded back within 30 business days

What are the payment options for my monthly rental?
If you subscribe any Rental package from Coway Mall, your monthly rental payment will be deducted from the card (Credit Card/Debit Card) you use to checkout during purchase.
I have changed my credit card recently. How do I update my credit card details for auto debit purpose?
You may contact our Call Centre team via our toll-free line: 1800-888-111.
When does Coway normally perform the deduction from my credit card/direct debit account?
On the 1st week of the month, usually between 3rd and 5th (Varies depending on the bank).
Why am I receiving the same SMS every month stating that my account has been charged RM10?
When the rental payment fails to be deducted from your account, a Rental Handling Fee of RM10 will be charged.
Why has my account been switched back to regular payment mode?
If your bill has been overdue for 3 months, your auto debit account will automatically be reverted back to regular payment mode. If you still wish to proceed with auto debit mode, kindly provide us with your card number, expiry date, issuing bank and card type to proceed.

5. SALES AND SERVICE TAX (SST)

What is Sales Tax?
Sales tax is a single-stage tax charged on taxable goods manufactured in Malaysia by a taxable person or on taxable goods imported into Malaysia.
What is Service Tax?
Service Tax is tax charged on any provision of taxable services made in Malaysia by a taxable person.
Are Coway products and services subjected to sales tax or service tax (“SST”)?
No, all the products and services supplied by Coway are not subjected to sales tax or service tax.
Is Coway registered for sales tax and service tax?
No, Coway is not required to register for sales tax and service tax.
Will the prices of Coway products for new sales orders and services be revised following SST implementation?

No, all the prices remain unchanged.

Kindly refer to the latest prices here:

Is rental fee billed after 1 September 2018 subjected to GST?
No, GST is no longer applicable from 1 September 2018 onwards.