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REFUND POLICY

(to be read together with the Terms and Conditions and the Seller Agreement)

 

ENTITLEMENT FOR REFUND

 

Requirements

Description

Applicable Conditions

1.

Entitlement for Refund – Defective or Non-Compliant Product

A Buyer shall be entitled to a refund of a Product in the following situations:

(a) Product is defective

A Product is defective if it:-

(i) is unfit for its intended use;

(ii) not fit to be consumed;

(iii) has a defective design or content;

(iv) has been defectively assembled or manufactured;

(v) visibly spoilt or past expiry dates; and/or

(iv) has broken/ damaged containers and/or content.

(b) Product does not comply with description/criteria

A refund is allowed if the delivered Product:

(i) is a different or the wrongly orders product;

(ii)has different specifications from that advertised or ordered, such as different product type, packaging or size; and/or

(iii) has missing parts or incomplete set.

General Exceptions

A Seller/ The Company may reject any request for refunds in any of the following cases (subject to further evaluation and review of supporting evidences):

(a) the Product delivered is damaged due to a cause attributable to the Buyer or the courier service company;

(b) the content of the Product has been tampered with due to the use or partial consumption thereof by the Buyer;

(c) the packaging of a Product is damaged due to mishandling by the courier service company;

(d) there are other reasonable grounds based on which the Buyer may not be entitled to request for refund, as may be decided by the Company.

Note:

Sellers are advised to keep all supporting documents i.e. photo, video of the product packaging in compliance to the requirement by the courier service company before order is shipped. These evidences might be required to assist any claim investigation arising due to Refund Request by the Buyer

2.

Entitlement for Refund – Change of Mind

No request by a Buyer for refund of a Product solely due to Buyer’s change of mind, can be entertained.

N/A


PROCESS FOR REFUND

Requirements

Description

Applicable Conditions

 

1.

Standard Process

Unless otherwise specifically provided under this Policy or the Seller Agreement, the process for refund of Products shall be as follows:

(a) the Buyer submits request for refund of Product ("Refund Request”) through the Website or the Customer Service Centre;

(b) the Seller will receive notification of such Refund Request;

(c) the Seller/ The Company must either approve or reject the Refund Request within three (3) Business Days from date of notification;

(d) where refund is approved, the Seller must refund the purchase price to the Buyer.

N/A

 

2.

Submission of Request

(a) A Refund Request shall, at the first instance, be made directly to the Seller via the automated Refund Request button on the Website.

(b) The Buyer shall be required to submit all evidence to support the Refund Request. The evidence shall include such information as order number, invoice number, date of purchase and payment, justification for refund, proof of Defective or Non-Compliant Product and such other information that will be necessary for the processing of such request.

(c) The processing of the Request may be delayed in the event the Buyer does not wish to provide any evidence, or where the Buyer provides insufficient evidence to support the Refund Request.

The Seller and/or the Company shall have no legal obligation to entertain any Request if the Buyer is unable or refuses to provide evidence to support the Request.

 

3.

Time Limit for Submission of Request

A Buyer must submit the Refund Request within the time limits set out below:-

Status and Type of Product

Time Limit Applicable

Product Successfully Delivered

within one (1) calendar days from the product "Delivered” date

Product Not Delivered

within ten (10) calendar days from the "Payment Confirmed” date

For the purpose of this Clause and this Policy:-

(a) "Delivered” shall refer to the date the Product is delivered to, and received by the Buyer

(b) "Payment Confirmed” shall refer to the date payment was made for the Product;

(c) "Completed” shall refer to the date of completion of the sale and purchase transaction of a Product as recorded and stated on the Website.

The Seller and/or the Company shall have no legal obligation to entertain any Request where the Request is submitted beyond the time periods stated in Item 3, PROCESS FOR REFUND.

 

4.

Approval/ Rejection of Request by Seller and/or the Company

(a) Upon receipt and notification of the Refund Request, the Seller shall, within two (2) Business Days from the date of receipt of same either:

(i) accept the Refund Request;

(ii) reject the Refund Request; or

(iii) escalate the Refund Request to the Company

(b) Where the Seller rejects the Refund Request or escalate the Refund Request to The Company, the Seller must provide the Company with all required documents or evidence supporting such actions. The Company has the right to make the final decision on the Refund Request upon examining all the required documents or evidence supporting and the Company’s decision will be the final decision.

(c) Any rejection by the Seller/ the Company shall nonetheless be subject to the Seller Agreement, and the Company may override the Seller’s decision if it deems that the Seller’s rejection is unreasonable.

(d) Any escalation of the Refund Request to the Company due to the fault of the courier service company i.e. late delivery, damage/faulty due to mishandling of products during delivery process or missing delivery, will be escalated to the respective courier service company. The Seller and the Company will not be responsible for any damages caused by the courier service company. However, the Company will assist the affected Buyer on the claim process to the respective courier service company for any loss or claims caused by the courier service company  

N/A

 

5.

Final Decision on Refund

(a) Once the assessment and review of the Product is completed, the Seller/ the Company shall provide a final decision to either approve or reject the requested refund of the Product no later than Three (3) Business Days from the receipt of the Submission of Request from the Buyer.

(b) In the case of approved refund of the Product, the Seller shall refund the purchase price to the Buyer, which shall be carried out by the Company deducting the purchase price from the Seller’s deferred Settlement Amount or such other method as the Company deems fit.

(c) In the case that the Product is defective due to the fault of the courier service company, the Company shall refund the Buyer upon receiving the claim amount from the respective courier service company, if approved.

N/A

 

6.

Automatic Acceptance for Non-Response by Seller

In the event that:

(a) the Seller does not respond to the Buyer’s request for a refund of Product within the period set out in Item 4 above; or

(b) where the Seller does not provide any decision on the refund of a Product within the period set out in Item 5(a) above;

it shall be deemed that the request by the Buyer has been accepted and the Company will immediately proceed with the refund process.

N/A

 

7.

Method of Refund

The payment of refunds ("Refund Amount”) under this Policy shall be effected as follows:-

Type of Payment

Method of Refund

a)

Credit card payments

Refund Amount shall be refunded as Credits into your account on the Website.

b)

Online banking, and debit card payment

Refund Amount shall be refunded as Credits into your account on the Website

c)

Mobile wallet payments

Refund Amount shall be refunded as Credits into your account on the Website.

The methods of refund stated in this Item 8, PROCESS FOR REFUND shall be subject to such further rules and processes as may be imposed by the Company from time to time.

 

8.

Partial Refund

1. Circumstances Where Partial Refund May be Allowed
Where:-

(a) a Buyer purchases several Products in one order, but the Seller has failed to deliver the Products in full resulting in one or more Products not being included in the delivery; or

(b) a Seller delivers a Product to a Buyer with missing items; or

(c) a Seller delivers a Product to a Buyer with a missing free gift despite advertising the same on the Product page, the Buyer may opt for a partial refund in respect of such non-delivered Products or missing items.

Refund in respect of the non-delivered Products or missing items as well as the return shipping fee in respect of the same (if applicable) shall be deducted from the Settlement Amount.

N/A

 

9.

Recall of Products

In the event there are any major faults or defects or any safety concerns relating to the Product which the Company deems to be sufficiently serious, the Company acting reasonably may require:

(a) that the Seller recall the entire stock of Products sold to date; and

(b) refund of monies paid and all costs for the recall and refund which shall be borne by the Seller.

N/A

 

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