Question 1

How does it work?

Accepted Answer

Create an account
Choose your device and device specifications
Select your preferred subscription period
Add to cart
Continue to checkout
Choose your preferred pick-up store
Finalise your payment
Check your email to receive updates on your order status.
Ready to collect your device!

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 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

Absolutely. All devices from Urban Republic are guaranteed to be brand new and sourced directly from authorised suppliers.

Question 4

When do I pay the first month’s subscription?

Accepted Answer

Your subscription is billed monthly in advance. Your first payment is taken when your order is confirmed. Future payments are charged monthly from the date your product is received, and you’ll only be billed for the time you have the item. For full details, please see our Help Centre articles: When is my first payment due and what is my billing date?

Question 5

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 already made will be credited towards the final purchase price. The price is dynamic and may change over time based on factors such as your payment history and account activity.

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

For full details, please see our Help Centre article: Can I purchase the device?

Question 6

Can I purchase the product immediately?

Accepted Answer

Yes, you can buy your device after the first month payment, but it may cost more than buying it retail. Our subscription is designed to spread out costs while offering flexibility and protection.

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

Question 7

How is the purchase price of a device calculated?

Accepted Answer

The purchase price is dynamic and may change over time based on factors such as your subscription history, account activity, and the condition of the device. We recommend checking your account for the most up-to-date offer. All subscription payments you’ve made will be credited toward the final purchase price.

For full details, please see our Help Centre article: Can I purchase the device?

Question 8

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 9

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

Accepted Answer

Once you collect your device in-store, your Urban Republic x Cinch subscription is activated and confirmed. No changes can be made after collection, as you will have verified the device’s condition at handover.

If you need help after pick-up — whether with setup, features, or your subscription — our Customer Experience Team is ready to assist.

Question 10

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 11

How long is the approval process?

Accepted Answer

Approval is usually completed within 48 hours. Once approved, and your order is ready, you’ll receive a “Ready for Collection” email. You must collect your device from the same Urban Republic store within 2 weeks.

For full details, please see our Help Centre article: When can I collect my device after approval?

Question 12

Can I increase my credit limit?

Accepted Answer

We may increase credit limits for existing customers who demonstrate strong payment behaviour. If you’ve recently moved to a higher-paying role, you can also request a reassessment by emailing support@cinch.my. All credit limit reviews are subject to approval.

Question 13

What if I am late on my payments?

Accepted Answer

If you miss a monthly payment, a RM35 late fee will be charged for each late payment, and your device usage may be restricted. Repeated missed payments will be reported to the Malaysian credit bureau, which may affect your credit score and result in your Cinch account being suspended until all overdue amounts (including late fees) are cleared.

For full details, please see our Help Centre article: What happens if I miss a payment?

Question 14

I want to add a new payment card.

Accepted Answer

You can add a new payment card through your Cinch account. For full instructions on updating or verifying your payment details, please see our Help Centre article: How can I verify or update my account's linked payment information?

Question 15

Can I cancel my order after placing an order?

Accepted Answer

Yes, you can cancel your order as long as it is still being processed and you have not yet received the “Ready for Collection” email.

Please contact our Customer Experience team via Whatsapp or send us an email at support@cinch.my as soon as possible so we can assist with the cancellation.

Question 16

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

Accepted Answer

You may extend or renew your subscription during the final month of your current term. Your monthly fee will then follow the rate of the new term selected. However, you cannot shorten your minimum subscription period unless you choose to terminate your subscription early, which will incur a RM350 early termination fee. If you wish to extend or terminate your subscription, please contact us via WhatsApp or email support@cinch.my

Question 17

How does Cinch Damage Coverage work?

Accepted Answer

Cinch Damage Coverage covers 90% of repair costs for accidental damage and you’ll be responsible for the full retail price only in cases of theft, loss, wilful damage, water damage, or if the device is beyond repair. Once you return the product in its original packaging, our team will assess and repair the device. If accidental damage is found, you’ll only be charged 10% of the repair cost.

For full details, please see our Help Centre article: What should I do if my product is damaged or malfunctioning?

Question 18

Who is responsible for repairs to the device?

Accepted Answer

We manage all repairs for your device. If something goes wrong, please contact us and we’ll arrange collection and repair. With Cinch Damage Coverage, you only pay 10% of the repair cost for accidental damage.

Please do not attempt to repair the device yourself or use third-party repair services, as we cannot cover devices repaired externally.

Question 19

Can I repair or modify my device by myself?

Accepted Answer

We appreciate the intention, but please do not repair or modify the device yourself. To maintain device quality for all customers, only the Cinch Repair Team is authorised to carry out repairs and refurbishments. Devices that have been repaired or altered by third parties cannot be accepted for return, and you may be required to purchase the device.

Question 20

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

Accepted Answer

We do not provide reimbursement for lost or stolen devices. You will be responsible for paying the full retail price for a replacement. You may, however, be able to obtain your own insurance that covers loss or theft of rented items—please check with your insurance provider.

For full details, please see our Help Centre article: What should I do if my device is lost or stolen?

Question 21

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

Accepted Answer

If your subscription term ends and no action is taken, your plan will automatically switch to a pay-as-you-go subscription at the same monthly rate. You can still choose to return the device, purchase it, or extend your subscription at any time.

For full details, please see our Help Centre article: What happens when my subscription term is about to end?

Question 22

How and when do I return my device?

Accepted Answer

To return your device, you’ll need to cancel your subscription within the last 27 days of your term and schedule a return within 5 working days after your final day. If the return is made later than this window, you’ll be charged on a pay-as-you-go basis for the following month.

Please ensure your device is factory reset, all data is erased, and it is returned with its accessories and original packaging. A RM165 resetting fee applies if the device is not reset.

For detailed steps, please see our Help Centre article: How do I return my device at the end of my subscription?

Question 23

How do I prepare my iPhone or iPad for return?

Accepted Answer

Before returning your iPhone or iPad, you must remove all personal data and disable Activation Lock. If the device is not reset properly, a RM165 reset fee will apply. After resetting, return the device with its accessories in the original packaging.

Key steps to reset your Apple device:

Back up your data if needed.
Unpair your Apple Watch (if applicable).
Sign out of iCloud and the App Store.
Go to Settings → General → Reset → Erase All Content and Settings and follow the prompts.
Remove the device from your list of trusted devices on iCloud.com.

Once completed, Find My and Activation Lock should be disabled. For full instructions, please refer to Apple’s official guide.

Question 24

How do I unpair my Apple watch?

Accepted Answer

Please reset your device to factory settings before returning it. This ensures your data is removed and allows us to prepare the device for the next user. If the device is not reset, a RM165 reset fee will apply. After resetting, return the device with its accessories in the original packaging and hand the labelled box to our courier.

How to unpair your Apple Watch:

Keep your iPhone and Apple Watch close together.
Open the Watch app on your iPhone.
Go to My Watch → All Watches.
Tap the info (i) icon next to your watch.
Select Unpair Apple Watch.
Remove your mobile data plan if you have a GPS + Cellular model.
Confirm and enter your Apple ID password if prompted.

Unpairing disables Activation Lock and creates a backup for future use. For full steps, please refer to Apple’s official instructions.

Question 25

How do I prepare my Macbook for return?

Accepted Answer

Before returning your MacBook, please reset it to factory settings to remove all personal data. If the device is not reset, a RM165 resetting fee will apply.

After resetting, place the MacBook and all accessories in the original packaging. Our Customer Experience team will inform you of the return method.

If a return label is required, simply attach it to the box as instructed.
If the courier performs a direct pick-up, just have the packaged device ready.

For step-by-step instructions on resetting your MacBook, please refer to Apple’s official guide.

Question 26

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

Accepted Answer

Before returning your device, please reset it to factory settings to remove all personal data. If the device is not reset, a RM165 reset fee will apply.

After resetting, place the device and all accessories in the original packaging. Our Customer Experience team will inform you of the return method:

If a return label is required, attach it to the box as instructed.
If the courier performs a direct pick-up, simply have the packaged device ready.

For step-by-step instructions on resetting your device, please refer to Google’s official guide.

Question 27

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

Accepted Answer

If you returned your device without resetting it, we will contact you to help unlock and reset it. Please note that we cannot refurbish the device until this is completed, so a RM165 resetting fee will apply.

Rest assured, we thoroughly check and wipe every device before it is sent to a new customer. We never send out devices containing anyone’s personal data.

Question 28

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

Accepted Answer

If you no longer have the original packaging, please place the device in a secure, well-padded box of your choice to ensure it is protected during return. If you are unable to find suitable packaging, please contact our Customer Service team and we can arrange a replacement box for you.

Please note: returning the device without the original packaging will incur a MYR165 fee.

For full details, please see our Help Centre article: How do I prepare my device for return?

Question 29

What happens to my device after I return it?

Accepted Answer

After you return your device, it goes through a full refurbishment process and must pass our quality checks. Once approved, the device is offered to the next Cinch customer through a new subscription. When a device eventually reaches the end of its usable life, we ensure it is responsibly recycled through our certified recycling partners.

Question 30

How can I contact Cinch’s customer support?

Accepted Answer

If you need help at any point during your subscription, our Customer Experience Team is available daily from 9am to 11pm.

You can reach us via WhatsApp or email: support@cinch.my. We’ll get back to you as soon as possible and provide an update within 24 hours.

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