Question 1

How does it work?

Accepted Answer

Choose your device.
Select the preferred rental period and device specifications.
Add to cart.
Create an account and click proceed to order.
Finalise payment and delivery details.
Check your email to receive updates on your order status.
Receive the device at your doorstep!

Cinch subscriptions are currently available to individuals aged 18 years or older with: - Malaysian Citizens (MyKad holders)

As part of our verification process, all customers must complete an identity check (via MyKad, or MyTentera) through SumSub and a credit check through our Credit partners. If you have any further questions, please do not hesitate to contact our customer support via Whatsapp at +60 11-2680 2668 or send us an email at support@cinch.my. We will get back to you within 1 working day.

Question 2

Which payment methods do you accept?

Accepted Answer

We accept Debit, Visa, MasterCard or American Express card. We do not accept any prepaid cards.

Question 3

Is the product brand new?

Accepted Answer

We guarantee as good as new conditions for all our devices. If you feel the product you received does not meet that promise, you can return it within the 24-hours cancellation grace period (the day you received the device) as long as it’s in good condition, including its original packaging and accessories.

You can contact our support team via our website’s Live Chat. We’ll be happy to assist with any inquiries.

Question 4

When do I pay the first month’s subscription?

Accepted Answer

Your subscription is always paid monthly in advance. The first payment is made when your order request has been confirmed. All subsequent subscription payments are made monthly from the date of the delivery of the product. You will only pay for the period you have the product.

Example based on a three month rental period:

15/02/2022 - placed order and order is confirmed. Your first payment is deducted on this day.
18/02/2022 - the device is delivered to you on. This sets your future payment dates.

Your subsequent payments are made on the 18th of each month afterwards:

18/3/2022 - second payment
18/4/2022 - third payment

Question 5

Where Does Cinch Malaysia Deliver To?

Accepted Answer

Currently, Cinch Malaysia delivers to the following states:

Kuala Lumpur
Selangor
Johor
Penang

We're unable to deliver to other states at this time. If your area isn't listed, do stay tuned — we're working on expanding our delivery coverage!

If you have any further enquiries, feel free to reach out to us and we'll be happy to help. 😊

Question 6

How long will it take to deliver my order?

Accepted Answer

We know you are excited and we want you to start using your product as soon as possible! As soon as your order is completed and approved, you should receive your order within 7-10 working days*.

If you have any queries regarding your order, please reach out via our WhatsApp at +60 11-2680 2668 or send us an email at support@cinch.my.

*Please note that that pre-orders will take a little longer, as they are subject to manufacturer shipment dates.

Question 7

Can I buy my device?

Accepted Answer

Yes — you can choose to purchase your device at any time during your subscription. All subscription payments you’ve made will count toward the final purchase price.

The purchase price is dynamic and may change over time based on several factors, including your payment history and account activity. You can always view your current offer by logging in to your account under:

My Account > Manage Subscription > Buy

Purchasing is completely optional — you can also choose to upgrade, extend, or return your device at the end of your plan.

Question 8

Can I purchase the product immediately?

Accepted Answer

Yes, you may buy your device after the first month's payment, however, this might be more expensive than buying it retail. Our subscriptions are designed to help you spread out the cost of the device, while retaining the flexibility to upgrade and the benefit of device protection.

If you are keen to purchase immediately, we recommend going to your local retailer.

Question 9

How is the purchase price of a device calculated?

Accepted Answer

The purchase price is calculated using a dynamic model that considers a range of factors. These may include your subscription history, account activity, and the status of the device over time.

This approach allows us to offer pricing that adapts to your unique circumstances. As a result, the purchase price may change — and we recommend checking your account to view the most up-to-date offer.

All payments you’ve made as part of your subscription will continue to count toward the final price.

Question 10

Can I reschedule the delivery timing?

Accepted Answer

We do not recommend rescheduling of delivery as the delivery is by outsource delivery partners. However, should you require assistance on that, please do not hesitate to contact us via WhatsApp at +60 11-2680 2668 or send us an email at support@cinch.my.

Question 11

How do you make sure my data is safe?

Accepted Answer

We only use your data to manage your relationship with Cinch and our services. Through our Know Your Customer “KYC” Partner, SumSub, we receive standard-format personal data including income information. We only use privacy and encryption protocols that are approved by Bank Negara Malaysia according to the Malaysian Data & Privacy Laws. We take data privacy extremely seriously. For full details on how we protect and manage your data, please refer to our Privacy Policy.

Question 12

Can I upgrade to another model or changed of mind after receiving my order?

Accepted Answer

If you change your mind about an order you just placed, you can cancel and return your product (in good condition and in the original packaging) within 24 hours of receiving the order.

If you wish to end your subscription early after the 24-hour return window, an Early Termination Fee of RM350 will apply.

If you wish to switch to a different model after the 24-hour return window, an Early Termination Fee of RM350 will apply.

For all cancellation and early upgrade/termination issues, please tell our support team your reason for cancelling and we’ll let you know how to proceed.

Please reach out to our WhatsApp or send us an email at support@cinch.my.

Question 13

Am I eligible to subscribe to Cinch?

Accepted Answer

Cinch subscriptions are currently available to individuals aged 18 years or older with:

Malaysian Citizens (MyKad holders)

As part of our verification process, all customers must complete an identity check (via MyKad, or MyTentera) through SumSub and a credit check through our Credit partners.

Question 14

How long is the approval process?

Accepted Answer

Once an order is placed, it will take 24-48 hours for order approval. The delivery will take 7-10 working days after order confirmation (except pre-orders). You will receive an email update at every step of the way (order confirmation, delivery, etc).

If you encounter any issue while placing an order, please do not hesitate to contact our customer support at via WhatsApp at +60 11-2680 2668 or send us an email at support@cinch.my.

Question 15

Help! I’ve forgotten my password.

Accepted Answer

Here is how you can reset your password quickly:

Go to the Cinch login page
Enter your email address and click "Continue"
Click on "Forgot Password"
You will receive an OTP (One-Time Password) in your email
Enter the OTP to verify your request
Create a new password and confirm it in the required fields
Click "Save and Sign In" to complete the process

Question 16

Can I increase my credit limit?

Accepted Answer

Credit limits are naturally increased for our existing customers with good payment behaviour.

Alternatively, if you have recently switched jobs with a higher salary, you can reach out to us at support@cinch.my to re-assess your credit limit. All reviews are subject to approval.

Question 17

I would like to update my mobile number.

Accepted Answer

You can update your mobile number in your Cinch account. Simply log into your Cinch account, click on "My Account", update your mobile number and an OTP will be sent to your new number.

If you have any issues updating it, please reach out via our WhatsApp or send us an email at support@cinch.my and we will assist you from there.

Question 18

What if I am late on my payments?

Accepted Answer

If you fail to pay the Fees for the product by the relevant due date (i.e. same recurring date each month during the Rental Period following the receipt of your product), you will be charged a late payment fee of RM35 for each late payment. Device usage may also be restricted due to excessive non-paymnet.

Please note: Repeated delays in payment will be reported to the credit bureau in Malaysia. This will impact your credit score and lead to the suspension of your Cinch account until your entire overdue amount, including late fees, is paid in full.

Question 19

I want to add a new payment card

Accepted Answer

You will be able to add a new payment card in your cinch account.

As currently you are unable to set the card as default on the website, please reach out to us via WhatsApp or send us an email at support@cinch.my and provide us the last 4 digit number, we will set your preferred card as the default card for you.

Question 20

Can I cancel my order after placing an order?

Accepted Answer

If you change your mind about an order you just placed, you can cancel and return your product (in good condition and in the original packaging) within 24 hours of receiving the order.

If you want to end your rental early, but after the 24 hours return window, you will have to pay an early termination fee of RM350. For all cancellation and early termination issues, please tell our support team your reason for cancelling and we’ll let you know how to proceed.

Please reach out to our +60 11-2680 2668 or send us an email at support@cinch.my.

Question 21

Can I change my chosen minimum subscription period after I have received my device?

Accepted Answer

You have the option to extend or renew your subscription during the last month of your term. Moving forward, your monthly subscription rate will reflect that of the newly selected term. Unfortunately, you cannot shorten your subscription term without terminating your subscription. This can be done at any time after the initial 3-day return window. However, it is important to note that this will incur an early termination fee of RM350. If you wish to extend or terminate your subscription, please reach out to us via WhatsApp or send us an email at support@cinch.my.

Question 22

How does Cinch Damage Coverage work?

Accepted Answer

Cinch Damage Coverage covers 90% of all repair costs due to accidental damage.

In the event of theft, loss or wilful damage, you will be responsible for the full cost of the device at the prevailing retail price.

Once you have returned the product in its original packaging to us, all you have to do is sit back and relax. We will go through the following steps and notify you if there are any additional costs related to your subscription:

Our Cinch Repair Team professionally audits the device and repairs any damages.
Reconciliation & billing: we look at both assessments and charge you 10% of the repair costs incurred for accidental damages only.

If we determine that there has been water damage or the product is beyond repair due to serious damage, we will charge you the full retail price of the product. Please enjoy our product during your rental period, but please don’t destroy it!

For devices requiring repair, simply reach out to our customer support via our WhatsApp or send us an email at support@cinch.my for further assistance.

Question 23

What happens if I lose my device or if it’s stolen?

Accepted Answer

Unfortunately, we do not reimburse for theft or loss of devices. You will be responsible for paying the retail price to replace the device.

However, you may be able to get your own liability insurance that covers loss and theft. Ask your insurance provider about covering these costs for subscription items.

Question 24

What happens if my product is damaged and what type of damages are covered by Cinch Damage Coverage?

Accepted Answer

Cinch Damage Coverage covers 90% of all repair and replacements costs due to accidental damage. This includes:

Broken display
Strong signs of wear and tear

You will only be charged 10% of refurbishment costs resulting from such accidental damages. Intentional damage and loss/theft are not covered by Cinch Damage Coverage. In the event this happens, you will be responsible to pay the replacement cost of the device.

If your device is damaged, don't worry – we’re here to help. Just follow the following steps and we’ll have your device fixed up and back in your hands in no time.

Report damage to us within 48 hours.
We will arrange for the device to be collected from you.
The device will undergo several checks to assess damage.
We’ll look at multiple assessments, and charge you for the 10% of the repair cost.
Our repair partners will fix the device, check it thoroughly, and we’ll send it back to you.

If we determine that there has been water damage or the product is beyond repair due to serious damage, we will charge you the full retail price of the product. Please enjoy our product during your rental period, but please don’t destroy it!

Question 25

Who is responsible for repairs to the device?

Accepted Answer

We manage all repairs on your device. If there is an issue, please contact us, we will collect the device and repair it. Since Cinch Damage Coverage covers 90% of the repair cost of accidental damages, we’ll only charge you for the remaining 10%. Please do not try to repair the device yourself or use your own repair service; we will not cover devices repaired by other parties.

Question 26

Can I repair or modify my device by myself?

Accepted Answer

We appreciate the thought, but please do not do this. Because we try to keep our devices in the best condition for all the device’s owners, we only allow repairs and refurbishments done by the Cinch Repair Team. We do not accept the return of devices that have been repaired, modified or refurbished externally, and would require you to purchase the device from us.

Question 27

I didn’t return, extend, or purchase my device, but my rental period has ended. What happens next?

Accepted Answer

If you did not take action, but the subscription term has ended, you will automatically be switched to a pay-as-you-go plan at the same monthly rate. You will still have the option to return the device, purchase it, or extend the subscription at any point.

Question 28

How and when do I return my device?

Accepted Answer

To return your device, you need to cancel your subscription within the last 27 days of your subscription term. Before the last date of your subscription term, you must schedule a return with us to occur within 5 working days of the last day of your term. You will be charged pay-as-you-go in the following month should you choose to return the device later than the 5 day return window. Please make sure you reset your device, and return it with its accessories in the original packaging. Failure to do so will incur a RM165 resetting fee. You can find the return request in your account by:

Go to My Account > My Active Subscription > Select the device > Select "Return"

Please remember to:

Place the product with the accessories in the original packaging.
Reset your device to factory conditions and ensure that all your data has been erased.

This way, we can offer the device safely to the next customer. Please stow the device safely in the original packaging and stick the label onto the box. Remember to send only 1 device per box. On the day of delivery, please be present to give the box to our courier. To avoid paying for another month, please make sure to not miss the pick-up. As soon as your box is processed by the delivery carrier, your monthly payments will be stopped. Your subscription ends when we get the product back and check that everything is okay.

Question 29

How long does it take to refund my money?

Accepted Answer

It will take approximately 7-10 business days for the amount to be reflected in your account. Please contact your bank directly should you have any questions regarding the refund as we do not have visibility on that.

Question 30

How do I prepare my iPhone or iPad for return?

Accepted Answer

Before you send your rented iPhone or iPad back to us, you must reset the device, remove all personal data and the activation lock. If you do not do this, we will not be able to reset the device and will have to charge you a RM165 reset fee. Once the device has been reset, please place it, along with any accessories, in the original packaging.

Backup your device if you have important data stored on it.
If you paired your iPhone with an Apple Watch, unpair the Apple Watch first.
Sign out of iCloud and “iTunes & App Store”:
1. If you're using iOS 10.3 or later, tap Settings > name > Sign Out > Enter your Apple ID password and tap Turn Off.
2. If you're using iOS 10.2 or earlier, tap Settings > iCloud > Sign Out. Tap Sign Out again, then tap Delete from My device name and enter your Apple ID password. Then go to Settings > iTunes & App Store > Apple ID > Sign Out.
Go back to Settings and tap General > Reset > Erase All Content and Settings. If you turned on Find My, you might need to enter your Apple ID and password.
If asked for your device passcode or restrictions passcode, enter it. Then tap ‘Erase device name’.
In order to remove your old device from your list of trusted devices, open iCloud.com, and:
1. Go to Settings > your name.
2. Select a device from the list.
3. Tap the X next to your device to remove it from the list.

If you’ve removed your iPhone or iPad correctly, Find My for the device and Activation Lock should be turned off.For more details, please refer to the official Apple instructions.

Question 31

How do I unpair my Apple watch?

Accepted Answer

Please reset the device to factory settings before returning it to us. This protects your data and allows us to refurbish the device so we can send it to the next person. If you do not do this, we will not be able to reset the device and will have to charge you a RM165 reset fee. Once the device has been reset, please place it, along with any accessories, in the original packaging. Then print out the label, attach it to the box, and pass it to our courier.

This is how to unpair your Apple Watch:

Keep your Apple Watch and iPhone close together as you unpair them.
Open the Watch app on your iPhone.
Go to the My Watch tab and tap All Watches.
Tap the info button next to the watch you want to unpair.
Tap Unpair Apple Watch.
For GPS + Cellular models, remove your mobile data plan. Remember to cancel your plan if you’re no longer using it.
Tap again to confirm.

You may need to enter your Apple ID password to disable Activation Lock. Before erasing all content and settings on your Apple Watch, your iPhone creates a new backup of your Apple Watch. You can use the backup to restore a new Apple Watch. After your Apple Watch unpairs, you'll see the Start Pairing message.

For more details, please refer to the official Apple instructions.

Question 32

How do I prepare my Macbook for return?

Accepted Answer

Please reset the device to factory settings before returning it to us. This protects your data and allows us to refurbish the device so we can send it to the next person. If you do not do this, we will not be able to reset the device and will have to charge you a RM165 resetting fee. Once the device has been reset, please place it, along with any accessories, in the original packaging. Then print out the label, attach it to the box, and pass it to our courier.

To reset the device, please refer to the official Apple instructions.

Question 33

How do I prepare my Android smartphone or tablet for return?

Accepted Answer

Please reset the device to factory settings before returning it to us. This protects your data and allows us to refurbish the device so we can send it to the next person. If you do not do this, we will not be able to reset the device and will have to charge you a RM165 reset fee. Once the device has been reset, please place it, along with any accessories, in the original packaging. Then print out the label, attach it to the box, and pass it to our courier.

To reset the device, please refer to the official Google instructions.

Question 34

I forgot to reset my device or delete my data. How can I ensure my data is safe?

Accepted Answer

If you forgot to reset your device before returning it to us, we will reach out to coordinate a way to unlock and reset it. However, be aware that as we will not be able to refurbish the device until it has been reset, we will have to charge RM165 resetting fee.

Every device undergoes a thorough check before it is sent to any customer. We never send out devices that have anyone’s personal data stored on it.

Question 35

I threw away or damaged the original packaging of the device. How should I return my device?

Accepted Answer

If you threw away or damaged the original packaging, please pack it safely in a box of your choosing. If you are unable to find a box that safely fits the device, please contact our customer service and we can arrange one to be sent to you.

Question 36

What happens to my device after I return it?

Accepted Answer

After you return your device, it undergoes a thorough refurbishment process. After it passes our quality checks, we then find it a new home by renting it to another Cinch customer. Once a device has passed its usable life, we make sure it is recycled responsibly through our recycling partners.

Question 37

How can I contact Cinch’s customer support?

Accepted Answer

Please feel free to reach out to our customer support via WhatsApp or email us at support@cinch.my. We will get back to you within 1 working day.

Question 38

My question is not listed.

Accepted Answer

If your question is not listed here, please contact us and we will do our best to help.

You can contact us via WhatsApp or email us at support@cinch.my.

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