RETURNS AND EXCHANGES POLICY
Thank you for shopping with us! We want to ensure a fair and smooth shopping experience. If you are not completely satisfied with your purchase, you may request a return or refund in accordance with the terms outlined below.
1. Eligibility for Return and Refund
You may apply for a return and/or refund within 15 days (for Mall products) or 3 days (for Marketplace products) from the date your order status is marked as "Delivered."
A return/refund request will only be approved under the following conditions:
Item not received: The order was lost in transit or not delivered to you.
Incomplete delivery: The package arrived with missing items, parts, or accessories.
Wrong item: The item delivered does not match the specifications (e.g., wrong size, color, or model) of the ordered item.
Damaged or defective item: The item arrived with physical damage, scratches, or is malfunctioning/broken.
Counterfeit item: The item is suspected to be non-genuine or fake (applicable to authorized brand listings).
2. Condition of Return Items
To ensure your return is accepted, all items must be sent back in their original condition:
Items must be unwashed, unaltered, and unworn (for clothing and footwear).
Items must have all original tags, labels, and security seals intact.
Items must be returned in their original, undamaged packaging along with all free gifts, warranties, and accessories included in the original delivery.
For hygiene reasons, certain products such as innerwear, swimwear, cosmetics (opened), and perishable goods cannot be returned unless they are damaged or incorrect upon arrival.
3. Proof and Documentation
When submitting a return or refund request, you must provide clear visual evidence to support your claim. This includes:
Photos or videos of the shipping label showing the tracking number and recipient details.
Photos or videos showing the entire package (external and internal packaging).
Clear close-up photos or videos demonstrating the defect, damage, or wrong item received.
4. Return Shipping Options
Once your return request is provisionally approved, you can return the item using one of the following methods:
Drop-off: Drop off your parcel at any authorized logistics partner hub (e.g., J&T Express, Pos Laju, Ninja Van) using the auto-generated free return label provided in your account.
Pick-up: Schedule a courier pick-up from your delivery address (subject to availability based on location and courier service).
Self-Arrangement: If an auto-generated label is unavailable, you may arrange your own shipping. Please keep the shipping receipt, as you may be reimbursed for standard shipping costs up to a capped amount.
5. Refund Process and Timeline
Refunds will only be processed after the returned item has been received and inspected by our warehouse team to ensure it meets the return conditions.
Approval Timeline: The inspection process typically takes 2 to 5 working days upon receiving the item.
Refund Channels: Approved refunds will be credited back via your original payment method:- Credit/Debit Card: 5 to 14 working days (depending on your bank).
- E-Wallet / Online Banking: 1 to 3 working days.
We do not offer direct item-to-item exchanges online. If you need a different size, color, or item, please initiate a Return & Refund for your original order and place a new order for the desired item.
