Malaysia E-Commerce Law Proposal: Shopee, Lazada Refunds, Fake Goods & Consumer Rights

Verified 15 October 2026. If your Shopee, Lazada or TikTok Shop order arrives damaged, does not match the listing or appears to be counterfeit, you do not need to wait for a proposed new e-commerce law before taking action. Malaysia already has platform dispute channels, KPDN consumer complaints and, for eligible claims, the Tribunal for Consumer Claims Malaysia (TTPM).

What is new? On 14 October 2026, KPDN said it was considering a licensing regime for e-commerce platform operators, potentially including offshore platforms serving Malaysian shoppers, as part of a new E-Commerce Bill. That is a proposal under development—not a new law already guaranteeing refunds. Bernama report.

Is the proposed E-Commerce Bill already in force?

No. Officials previously described plans to replace the Electronic Commerce Act 2006 with a broader framework. The newer discussion focuses on stronger platform accountability and a potential operator-licensing system, including cross-border players. The legal text, responsibilities and effective dates depend on subsequent legislative steps. Background: Bernama.

First, identify what went wrong

Different problems call for different evidence:

• Possible counterfeit or misdescribed product: Save the listing's brand, model, advertised features, and clear photos of what arrived. A suspicion is not automatically a formal finding of counterfeiting.
• Wrong or damaged item: Keep packaging, delivery label and photos; an unboxing video may be useful if available.
• Missing goods: Save tracking, merchant communications and proof of payment.
• Refund rejected: Preserve the original request, timestamps, platform decision and case reference.

Use the marketplace's official order-based return or refund channel within its applicable timeframe. Do not assume all three marketplaces have the same buttons, return window or delivery policies; these can change.

Refund rejected? Follow a three-stage route

1. Use the platform's internal complaint and appeal path

State the order number, what was promised, what arrived, the evidence and the remedy requested—for example a refund or replacement. Keep the written replies and reference numbers. A platform's decision can be important evidence but is not necessarily the end of all legally available channels.

2. Lodge a complaint through KPDN e-Aduan

For potential misleading claims or conduct raising consumer-protection concerns, go to the official KPDN e-Aduan portal. Provide a factual summary and supporting records. KPDN can investigate and take regulatory enforcement steps.

Important: KPDN's complaint mechanism is not itself an automatic compensation tribunal. Filing there does not guarantee an immediate refund.

3. Consider TTPM for an eligible consumer claim

The TTPM e-Tribunal is a distinct route for qualifying consumer claims. Its jurisdiction guidance states that eligible claims generally involve:

• Goods or services bought by an individual for personal, household or domestic use under the applicable consumer law.
• A claim amount of up to RM50,000.
• A cause of action arising within three years.
• Exclusions for categories outside the tribunal's jurisdiction; business purchases on a company account do not automatically count as individual consumer purchases.

The official filing procedure describes Form 1 and a RM5 filing fee, subject to the current portal process and tribunal instructions.

These are different routes: KPDN handles consumer complaints and enforcement; TTPM hears qualifying consumer redress claims. Neither guarantees success in every case.

Worked example: RM280 earphones that do not match the listing

Hypothetical example; not an allegation about a real seller or marketplace.

A shopper orders branded earphones for RM280. On arrival, the model printed on the box differs from the online listing. The seller refuses a return.

A sensible approach:

1. Save the listing, exact model description, RM280 payment record and clear product photos.
2. Open the official return/refund case within the applicable platform deadline, explaining the mismatch between advertised and received product.
3. Retain platform responses and use a formal review route if offered.
4. If unresolved, consider whether a KPDN complaint is appropriate and whether the TTPM criteria cover the claim.

The strongest presentation is not an angry accusation. It is a short chain of evidence showing what was advertised, what was delivered and what remedy was requested.

Platform responsibility and shopper responsibility are both important

The government's proposed approach points towards stronger operator accountability and a safer marketplace. Consumers should still use traceable payment and dispute processes, avoid off-platform transfers to unknown contacts, and never send login codes, full identity documents or banking secrets to an unverified party.

That does not shift all responsibility onto buyers. It means effective platform accountability and informed consumer action should reinforce each other, while actual legal obligations remain those under enacted law.

Evidence checklist

Keep the order number; dated screenshot of the listing; payment record; packaging and product photos; tracking details; all seller/platform responses; and a concise explanation of the outcome you seek. If a payment was unauthorised, secure the relevant account and contact your platform and bank through official channels.

FAQ

Does the new bill already guarantee double compensation for counterfeits?

No. The announced platform-licensing discussion is not an enacted automatic double-refund law.

Can I complain after the platform's refund window closes?

A platform's internal deadline and statutory rights are not necessarily identical. Whether you have a valid further claim depends on facts, applicable law and limitation periods.

Will filing with KPDN guarantee my money back?

No. Consumer-protection enforcement and tribunal compensation serve different purposes.

Can a company use TTPM for business purchases?

Do not assume so. The tribunal's standard consumer definition focuses on qualifying individual, domestic or household use, with exclusions.

Bottom line

You do not have to wait for new legislation to document and pursue a legitimate shopping complaint. Start with the marketplace, then choose KPDN e-Aduan or the appropriate tribunal route according to the dispute and jurisdiction. Understanding both your evidence and the platform's responsibilities is more useful than an unverified “new law guarantees refund” headline.

Sources: Bernama: licensing proposal · Bernama: planned replacement of 2006 law · KPDN e-Aduan · TTPM jurisdiction · TTPM filing procedure