Grab Buyer Protection


Shop Safely Online with Buyer Protection

Online purchases gone wrong?

We’ve got you covered with Buyer Protection. For a limited time only, get money-back guarantee on online purchases from Grab. That means you get a full refund on eligible purchases if your order doesn’t arrive or is significantly not as described.

Why Buyer Protection


Shop confidently online

Pay the way you want with GrabPay or PayLater by Grab and have peace of mind when making eligible transactions online. If something goes wrong with a purchase, you get a full refund.


Over 470 merchants covered

Buyer Protection coverage extends to over 476 merchants* across a range of categories including fashion, beauty, electronics, home and living.

*See the full list of participating merchants in the PDF document under our Terms and Conditions section here.


Get rewarded for shopping online

Earn up to 1.5% in GrabRewards for every ringgit spent with GrabPay or PayLater. Use your GrabRewards to redeem discounted vouchers on rides, food, groceries, online purchases and more.

What’s covered by Buyer Protection?

Undelivered item

The item you ordered doesn’t arrive at your doorstep.

Item is not as expected

What you receive isn’t what you’ve expected (significantly not as described).

Unauthorised transaction

A transaction under rare circumstances* took place without your consent.

*that results from a platform-wide security breach or stolen payment credentials, as identified by GrabPay in its sole discretion.

How do I make a claim?

Step 1: Try resolving the issue directly with the Merchant

The first step is to reach out to the merchant to get the refund from them directly. Keep all records of your purchase (e.g receipts) and interaction with the merchant (e.g correspondences).

Step 2: Get in touch with Grab

If you are unable to resolve the matter after contacting the merchant, fret not, as we are here to help. Contact Grab by completing the form here. You’ll have to login in order to access the form.

Please note that you must contact Grab within 14 days from the last correspondence with the Merchant. We will require proof that the merchant has refused to provide a refund, along with all relevant documentation (e.g receipts, merchant correspondence, and other information) for us to investigate your case.

Step 3: Ship the item back & hear from us in 5 business days

In some cases, specifically after you’ve filed a “Significantly Not as Described” claim, we require you to ship the item back to the Merchant, Grab, or third party, and you will be required to cover the shipping costs.

Our team will get back to you within 5 days to let you know if your claim has been successful or not or if we need any further information.

If your claim is successful, Grab will reimburse you for the full purchase of the item and original shipping costs.


Got questions? We've got answers.

For more questions, please visit our Help Centre.

Your money is in the Central Bank of Malaysia (Bank Negara Malaysia) to protect your funds from being compromised. 

Moreover, we have the highest standards of data security, in terms of data encryption and data privacy. We also shield your device with PIN & biometrics. 

In the event that you’ve misplaced your card, you can instantly lock and unlock your card with a tap on the app.

Learn more about these security features and how to keep your wallet safe here.

You may claim a refund under Grab Buyer Protection for your purchase from an online merchant using GrabPay Wallet or PayLater by Grab if the item you bought is not received, not as described, or damaged.

All Premium GrabPay Wallet users are eligible for Grab Buyer Protection and will be automatically enrolled on the policy. This means that you are eligible to file a claim with us for a refund if you are unable to resolve the claim directly with the merchant.

If you are not a Premium GrabPay Wallet user but would like to become one, simply complete the user identification process in the Grab app or read more here.

Buyer Protection coverage extends to over 476 merchants* across a range of categories including fashion, beauty, electronics, home and living.

*See the full list of participating merchants in the PDF document under our Terms and Conditions section here.

Buyer Protection is free for all Premium GrabPay Wallet Users. Find out more about becoming a Premium GrabPay Wallet user here.

For more information, please refer to the document under the TERMS & CONDITIONS of Buyer Protection here.

For a full list of eligibility requirements and exclusions of Grab Buyer Protection, please review our User Agreement.

Enjoy 9% (RM8) Rebate at

  • Valid from 15 Jan 2022 – 28 Feb 2022
  • Minimum spend: RM88
  • Limited to 62,500 redemptions 
  • TWO(2) redemptions per user throughout the campaign

1. Campaign period is from 15 January 2022 (12:00am) – 28 February 2022 (11.59pm).
2. GrabPay users are eligible for a “RM8 rebate” in your “My Rewards” when you spend a minimum of RM88 on a single receipt via GrabPay Wallet.
3. The offer of “RM8 rebate” is limited to a total of 62,500 redemptions throughout the campaign period.
4. Offer is valid for TWO (2) in-store redemptions with a cap of ONE(1) redemption per user per day throughout the campaign. Shared across AEON Co, AEON BiG, AEON MaxValu Prime, and AEON Wellness throughout the campaign period. 
5. The “RM8 rebate” will be awarded instantly with a minimum transaction of RM88 with GrabPay at all outlets of AEON Co, AEON BiG, AEON MaxValu Prime, AEON Wellness; The rebate can be found under “My Rewards”. Rebate must be redeemed by clicking “use now” under “My Rewards” 30 days from the date of issuance.
6. The campaign will cease once all redemptions have been fully awarded or at the expiration of the campaign period, whichever is earlier.
7. Offer is based on a first come first served and while stocks last basis only.
8. Grab and AEON Group shall not be under any obligation to inform users, on any communication channels once the offer has been fully redeemed.
9. Offer is only available for AEON Co, AEON BiG, AEON MaxValu Prime, and AEON Wellness physical stores purchases at cashier counter only via GrabPay Wallet; offer is not applicable for online or GrabMart purchases.
10. Offer is not exchangeable for cash or replacements.
11. Offer is not valid with any other voucher, discount or promotion.
12. Grab and AEON Group reserve the right to alter, extend or terminate the promotion, or amend the terms and conditions at its sole discretion at any time without prior notice. In case of any disputes directly or indirectly arising from the promotion, the decision of Grab and AEON Group shall be final.
13. These terms and conditions shall be governed by the laws of Malaysia and any dispute arising out of or in connection with promotion shall be referred to the exclusive jurisdiction of courts of Malaysia.
14. This rebate is non-transferable to any party.