Last Updated: 1 January 2026
Medien Sdn. Bhd. (“Medien”, “Medien MY”, “we”, “us” or “our”) respects your privacy and is committed to protecting the personal data entrusted to us.
This Privacy Policy explains how we may collect, use, process, disclose, store and protect personal data when you visit or use the Medien MY website, create an account, make a purchase, rent or trial a device, request service or repair support, contact our customer service team, complete an online form or otherwise interact with Medien.
We handle personal data in accordance with applicable Malaysian personal data protection requirements, including the Personal Data Protection Act 2010 (Act 709), as amended from time to time.
1. Personal Data We May Collect
Depending on how you interact with Medien, we may collect information including:
- Name
- Email address
- Telephone or WhatsApp number
- Billing and delivery address
- Account and login information
- Order and transaction information
- Product, rental, trial, service or repair records
- Product model and serial number
- Warranty and proof-of-purchase information
- Payment-related transaction information
- Customer service enquiries and correspondence
- Appointment or delivery information
- Information submitted through website forms
- IP address, browser, device and website usage information
- Cookie and similar technology information
- Other information voluntarily provided to Medien
Where relevant to a service specifically requested by you, we may also receive health-related or other sensitive personal data. Such information will be handled with additional care and in accordance with applicable requirements.
We encourage customers not to provide health or other sensitive information unless it is reasonably necessary for the service being requested.
2. How We Collect Personal Data
We may collect personal data when you:
- Visit or browse the Medien MY website
- Create or manage a customer account
- Purchase products
- Arrange a rental, trial, delivery or collection
- Request a quotation
- Book an appointment
- Submit a customer service, warranty, repair or technical-support request
- Contact us by telephone, WhatsApp, email or online form
- Participate in an approved Medien programme or service
- Provide feedback
- Subscribe to marketing communications
- Interact with website cookies and permitted analytics technologies
We may also receive relevant personal data from authorised representatives, healthcare institutions, logistics providers, payment providers or other parties where this is necessary and legally permitted for the requested transaction or service.
3. How Medien Uses Personal Data
We may process personal data for purposes including:
- Processing orders and payments
- Managing customer accounts
- Delivering or collecting products and rental devices
- Managing quotations, rentals, trials and purchases
- Providing customer service and after-sales support
- Managing warranty, service and repair requests
- Confirming product ownership or transaction history
- Scheduling appointments
- Communicating important information relating to an order or service
- Maintaining transaction, service and regulatory records
- Preventing fraud, misuse and unauthorised transactions
- Maintaining website and information security
- Improving website usability and customer experience
- Responding to complaints, enquiries and feedback
- Meeting applicable legal, accounting, regulatory or compliance requirements
- Sending marketing communications where appropriate consent or permission has been obtained
We aim to collect and process only personal data reasonably necessary for the relevant purpose.
4. Online Orders and Payment Information
When you place an online order, information required to process the transaction may be provided to the relevant payment service provider.
Medien does not need to store a customer’s complete payment-card credentials where the transaction is processed directly by an authorised external payment provider.
Payment providers may process personal data in accordance with their own privacy and security requirements.
5. Delivery, Rental, Trial and Service Information
Where necessary to fulfil an order, rental, trial, service, repair, delivery or collection request, relevant information may be provided to authorised personnel, logistics providers, service providers or business partners involved in completing that request.
Only information reasonably necessary for the relevant activity should be disclosed.
6. Cookies and Website Technologies
Medien MY may use cookies and similar technologies to operate the website, remember customer preferences, maintain shopping-cart or account functions, improve website performance, protect website security and, where enabled, understand website usage.
Some cookies are necessary for the operation of an e-commerce website.
Where optional analytics or marketing technologies are used, visitors should be provided with appropriate information and controls where required.
You may also control certain cookies through your browser settings, although disabling necessary cookies may affect website functions.
7. Marketing Communications
Where you have agreed to receive marketing communications, Medien may send information concerning products, services, programmes, promotions or company updates.
You may request that Medien stop sending direct marketing communications at any time by using the unsubscribe facility provided, where available, or by contacting us.
Stopping marketing communications will not prevent Medien from sending communications that are reasonably necessary for an existing order, rental, service, warranty, account or other transaction.
8. Disclosure of Personal Data
Medien does not sell personal data as part of its ordinary business operations.
Where reasonably necessary for an authorised purpose, personal data may be disclosed to appropriate categories of recipients such as:
- Payment and financial service providers
- Courier, transport and logistics providers
- Website hosting, information technology and cloud service providers
- Customer communication and support service providers
- Professional advisers, auditors or insurers
- Manufacturers, authorised service partners or suppliers where necessary for warranty or technical support
- Government departments, regulators, enforcement agencies or other authorities where required by law
- Other service providers acting on behalf of Medien
Where a third party processes personal data on behalf of Medien, appropriate safeguards should be applied according to the nature of the processing and applicable requirements.
9. International Data Transfers
Some technology, hosting, cloud, payment or service providers may process information using infrastructure located outside Malaysia.
Where personal data is transferred outside Malaysia, Medien will take reasonable steps to ensure that the transfer is handled in accordance with applicable Malaysian personal data protection requirements.
10. Personal Data Retention
Medien retains personal data only for as long as reasonably necessary for the purpose for which it was collected and for applicable legal, contractual, accounting, warranty, service, regulatory or business-record requirements.
Retention periods may differ depending on the type of information and transaction.
When personal data is no longer reasonably required, Medien may securely delete, anonymise or otherwise dispose of the information in accordance with applicable requirements and internal procedures.
11. Personal Data Security
Medien applies reasonable administrative, technical and organisational measures designed to protect personal data against unauthorised access, loss, misuse, alteration, disclosure or destruction.
Access to personal data should be limited to personnel or authorised service providers who require the information for legitimate business purposes.
However, no website, electronic transmission or storage system can be guaranteed to be completely secure.
12. Your Personal Data Rights
Subject to applicable Malaysian law and any permitted limitations, you may contact Medien regarding your personal data, including to:
- Ask whether Medien processes your personal data
- Request access to personal data held about you
- Request correction of inaccurate or incomplete information
- Update your personal information
- Withdraw consent where applicable
- Request that certain processing be stopped where permitted
- Object to or stop direct marketing communications
- Raise a question or complaint concerning the handling of your personal data
Medien may need to verify your identity before processing certain privacy requests.
13. Sensitive and Health-Related Information
Some Medien services or customer-support activities may involve information concerning health or medical-device use.
Where such information constitutes sensitive personal data, Medien will handle it according to applicable requirements and use it only for the authorised purpose for which it was collected or otherwise lawfully processed.
The Medien MY website is not intended to replace professional medical advice, diagnosis or treatment.
14. Children and Minors
Medien’s products and services are generally intended to be arranged or purchased by adults.
Where personal data relating to a minor is required for an authorised service, appropriate consent should be obtained from a parent, guardian or other person legally authorised to provide such consent where required.
15. Third-Party Websites
The Medien MY website may contain links to websites or services operated by third parties.
Medien is not responsible for the privacy practices of independent third-party websites. We recommend reviewing the applicable privacy policy before providing personal data to an external website.
16. Updates to This Privacy Policy
Medien may revise this Privacy Policy periodically to reflect changes in our website, services, technologies, business operations or applicable requirements.
The latest version will be published on the Medien MY website together with its updated date.
Material changes may be communicated through additional appropriate channels where necessary.
17. Contact Medien About Personal Data
For questions, requests or concerns relating to personal data or this Privacy Policy, please contact:
Medien Sdn. Bhd.
Privacy enquiries: regulatory@medien.my
Customer Care: 1800 18 2899
General enquiries: office@medien.my
Medien may request sufficient information to verify your identity and understand the nature of your request before acting on a personal-data request.
Related Medien Policies
For additional information, please refer to:
Terms and Conditions
Return Policy
Shipping Policy
Warranty & Service Policy
Contact Us
These policies should be read together where relevant to your transaction or use of Medien MY.
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