1.0 Buyer Application for Returns/Refunds

1.1 Subject to the terms and conditions in this Refunds and Return Policy and the Terms of Service, Buyer may apply for return of the purchased items (“Item”) and/or refund prior to the expiry of the MyQM Mall Guarantee Period as stated in the Terms of Use

1.2 MyQM Mall Guarantee is a service provided by MyQM Mall, on Buyer’s request, to assist Buyer’s in dealing with certain conflicts which may arise during the course of a transaction. Buyer and Seller may communicate with each other privately to resolve their differences or approach their relevant local authorities to assist them in overcoming any dispute prior, during or after using MyQM Mall Guarantee.

1.3 MyQM Mall platform encourages Users to communicate with each other in the event where problem arises in a transaction. As MyQM Mall is a platform for Users to conduct trading, Buyer should contact Seller directly for any issue relating to the Item purchased.

2.0 Application for the Return of an Item

2.1 Buyer may only apply for the refund and/or return of the Item in the following circumstances:

     a) The Item has not been received by Buyer;
     b) The Item was defective and/or damaged on delivery;
     c) The Item received has physical damage (e.g. dented, scratched, shattered);
     d) The Item received is faulty (e.g. malfunction, does not work as intended);
     e) The Item received is incomplete (missing quantity or accessories);
     f) Seller has delivered an Item that does not match the agreed specification (e.g. wrong variation, size, colour, etc.) to Buyer;
     g) The Item delivered to Buyer is materially different from the description provided by Seller in the listing of the Item; 
     h) By way of private agreement with Seller and Seller must send his/her confirmation to Shopee confirming such agreement;
     i) Expired products; or 
     j) Empty parcels.

2.2 Buyer’s application must be submitted via the MyQM Mall Platform.

2.3 MyQM Mall will review each Buyer’s application on a case-by-case basis and, in its sole discretion, determine whether Buyer’s application is successful. The approval of your request for refund and return will be made by MyQM Mall in its sole discretion.  Buyer acknowledges and agrees that MyQM Mall’s decision is final, conclusive and binding, and covenants and agrees that it will not bring suit or otherwise assert any claim against Shopee or its affiliates in relation to such decision.  

2.4 Buyer must ship the Item to a location designated by MyQM Mall within five (5) calendar days after the return request is approved.

2.5 In the event where Buyer has commenced legal action against Seller, Buyer may provide the formal notification from the appropriate authority to MyQM Mall to request to continue to hold the purchase payment until a formal determination is available. MyQM Mall will, at its sole and absolute discretion, determine whether it is necessary to continue to hold such purchase monies.

3.0 Seller Rights

3.1 Upon receiving application from Buyer for the return of the Item and/or refund, MyQM Mall will notify Seller in writing. Seller may respond to Buyer’s application according to the steps provided by MyQM Mall in the written notification. Seller must respond within the time-frame stipulated in the written notification (the “Stipulated Period”). If MyQM Mall not hear from Seller within the Stipulated Period, it is to be assume that Seller has no response to Buyer’s application and will proceed to assess Buyer’s application without further notice to Seller. MyQM Mall will review each Seller’s response on a case-by-case basis and, in its sole discretion, determine whether Buyer’s application may be successful against the circumstances stated by Seller.

4.0 Condition of Returning Item

     (a) For a hassle-free experience when returning the Item, Buyer should ensure that the Item, including any complimentary items such as accessories that come with the Item, must be returned to Seller in the condition received by Buyer on delivery. We will recommend Buyer to take a photo of the Item upon receipt.

     (b) For clothing and wearables, Items must be unworn (except for trying on purposes), unwashed, with all original tags attached, and must not have signs of wear or use; and

     (c) For health and beauty products, Items must be unopened and in their original packaging.

5.0 Forward Shipping Fee and Return Shipping Fee

     (a) In the scenario of an unforeseen error from the seller’s end (i.e. – damaged, faulty, incomplete or wrong Item delivered to the buyer), the seller will bear buyer’s forward and return shipping fees.

     (b) In the scenario of the buyer’s change of mind, or placed a wrong order ( i.e. – wrong size, wrong color or wrong variation) buyer, depending on category of the Item, shall get seller’s consent prior to the return request. The buyer will bear the return shipping fee.

     (c) In the scenario where both seller-buyer disputing the party liable for the return shipping fee, MyQM Mall at its sole discretion will determine the party liable for the return shipping fee.

6.0 Refunds

Buyer will only be refunded after Seller has provided confirmation to MyQM Mall that Seller has received the returned item in good condition. If there is no confirmation to MyQM Mall within a specific time, MyQM will be at liberty to refund the applicable sum to Buyer without further notice to Seller.

The refund will be made via the same payment method used by the Buyer for the original purchase (“Original Payment Method”). If MyQM is unable to effect the refund via the Original Payment Method for any reason whatsoever (including, but not limited to, where the Original Payment Method is no longer valid or cannot be used to receive funds), Buyer acknowledges and agrees that ;

• MyQM Mall may effect the refund via the issuance of MyQM Mall vouchers at the equivalent value of the refund amount in accordance with a specific timeline as may be determined solely by MyQM Mall
• After issuance of such vouchers, Buyer shall have no further right or claim against MyQM Mall in connection with such refund.

If in any event MyQM Mall approves a request for refund and the purchase payment had already been paid to Seller, MyQM Mall may deduct the necessary amount from the Seller’s “Seller Balance” in accordance with the Terms of Service.