Cancellation, Exchange, Returns & Refunds Policy
CANCELLATION, EXCHANGE, RETURNS AND REFUNDS POLICY
To be read together with the Terms and Conditions and Terms of Service
PART A - CANCELLATION
Process
Description
Applicable Condition
1.Cancellation by Shopper
*For certain selected sellers and products, there is a 10% cancellation fee. The cancellation fee shall be deducted from the refund amount.
- (a) Before Delivery of Product
A Shopper may cancel their purchases with the Seller’s approval when the order status on the platform is stated as “Payment Accepted”.
- (b) During Preparations for Delivery
Once preparations for delivery of the Product are in progress (where the status on the platform is stated as “Processing”), any cancellation will require the Seller and Ziingo’s approval, subject always to the terms of the Terms of Service
- (c) After Delivery of Product
Once a Product has been shipped out, the status for the order on the platform shall be changed to “Shipped” on the platform. The order can no longer be cancelled at this point, and any cancellation will need to be made via the return process as set out in Part B of this Policy.
- (d) Non-Receive Upon Status Shipment Received
Shopper is required to contact Ziingo shopper support team or email to sales@ziingo.com.my to report on order not received within Seven (7) days from the order status updated to “shipment received”. Any dispute after Fourteen (14) days from the date of parcel delivered by courier will not be valid.
Care of Products
Where a Shopper is not within time to effect cancellation of an order for a Product during the periods set out in Article A.1(a) and Article A.1(b), and the Product is subsequently delivered, the shopper must not use the Product and shall take all such care so as to ensure that no damage occurs to the Product. In the event of any damage caused to the Product, the Shopper will need to bear the costs for any consumption of, wear and tear or damage caused to the Product.
2.Cancellation by SellerA Seller may cancel an order where there is inadequate stock to fulfill such order, where there will be unreasonable delay in sourcing of the Products or where the Product has been wrongly advertised or priced. In such instance, the Shopper:-
(a) will be notified of the cancellation via the platform and email
(b) shall be entitled to a full refund of the purchase price paid including shipping fees where applicable and shipping fees.
Sellers are advised to read this Policy together with the Terms of Service with regard to the grounds when a Seller may reasonably cancel an order.
Repeated cancellations without proper cause/justification, which result in a Seller being unable to comply with the Seller Service Levels, shall entitle Ziingo to impose such penalties on such Seller as provided for under the Terms of Service .
3.Cancellation by Ziingo
Ziingo shall have the right to cancel any order/transaction where Ziingo deems it necessary to:-
(a) ensure compliance with the law;
(b) protect the interests of Ziingo, Seller, Shopper and/or any relevant third party; and/or
Such other reason as Ziingo deems appropriate.
Ziingo may commence refund procedures without any request made by the shopper, and both the shopper and Seller shall be notified of the cancellation in writing.
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PART B – RETURNS, REFUNDS AND EXCHANGES
I - Entitlement for Returns, Refunds and Exchanges
Requirements
Descriptions
Applicable Conditions
1.Entitlement for Refund/Exchange - Defective or Non-Compliant ProductA Shopper shall be entitled to a refund or exchange 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;
(iv) has been defectively assembled or manufactured; and/or
(v) is dangerous or harmful for normal use.
(b) Product does not comply with description/criteria
A refund or exchange is allowed if the delivered Product:
(i) is a different or the wrong product;
(ii) has different specifications from that advertised or ordered, such as different function, wrong colour or size;
(iii) has missing parts; and/or
(iv) is missing items promised (such as free gifts).
General Exceptions
A Seller may reject any request for returns or exchanges in any of the following cases:
(a) the Product delivered is damaged due to a cause attributable to the Shopper;
(b) the value of the Product has been significantly reduced due to the use or partial consumption thereof by the Shopper;
(c) the value of the Product has been significantly reduced to the extent that such Product is not in a fit condition to be resold;
(d) the packaging of a Product is damaged;
(e) where a Shopper complains of compatibility issues for a Product sold by a Global Seller, where such issues have been clearly and adequately listed and described in the Product page by the Global Seller; and/or
(f) There are other reasonable grounds based on which the Shopper may not be entitled to request for refund or exchange, as may be decided by the Ziingo.
2.Non-Returnable/ Non-Exchangeable ProductsNo request by a Shopper for refund or exchange of a Product in the following categories:-
(a) Consumer electronic items;
(b) Lingerie, underwear or other intimate apparel;
(c) Swimsuits;
(d) Beauty products and cosmetics;
(e) Fragrances;
(f) Customised products;
(g) Electronic vouchers (if any) for goods and services (vouchers downloadable immediately upon payment of purchase price);
(h) Compact discs (CD) and Digital Video Discs (DVD);
(i) Pharmaceutical products; and
(j) Perishable foods.
Please note the following exceptions:-
(a) consumer electronic items may be accepted for return if they are unopened in original packaging (with untampered seal on box); and
(b) electronic vouchers related to travel products and services may be refundable subject to such specific terms and conditions as more particularly described in Article B.I.4 below.
3.Specific Provisions for Electronic Vouchers relating to Travel Products and Services1. Obligation of Sellers relating to E-voucher and Services
A Seller who sells electronic vouchers relating to travel products and services (“e- voucher”) on the platform must ensure the following:-
(a) Clear Directions for Redemption. Seller must state clearly on the Product page, in BOLD and in RED lettering the following:-;
(i) the redemption period of the e-voucher;
(ii) the validity period of the e-voucher; and
(iii) the method of redemption for the e-voucher, which must specifically state that the Shopper is required to contact the Seller directly to redeem the e-voucher purchased.
(b) Minimum 14-Day Redemption Period. All e-voucher must have a minimum redemption period of at least fourteen (14) days from the date of purchase by the Shopper.
(c) Minimum 7-Day Validity Period. All e-voucher must have a validity period of at least seven (7) days from the date of purchase by the Shopper.
(d) Valid Contact Details. Seller must provide at least one (1) valid contact numbers and one (1) valid email address on the Product page in order for the Shopper to make any reservations or bookings.
(e) Prompt Response Time. A Seller shall be responsive to any requests or queries received from Shopper as required under the Terms of Service. Where a Shopper is unable to contact a Seller and requests assistance from the Ziingo, Ziingo will attempt to contact the Seller on the Shopper’s behalf, and if no response is received within three (3) days of the first attempt, Ziingo shall be entitled to cancel the transaction and full refund will be made to the Shopper.
2. Special Terms for Payment of Settlement Amount
Notwithstanding anything contained in the Settlement Agreement, the transfer of the Settlement Amount to a Seller for the sale of any e-voucher shall be as follows:
(a) Standard Payment Processing Period: payment of the Settlement Amount to the Seller shall be effected seven (7) days (every next following Friday) from the date of Shipment Received, cut off every Sunday.
3. Circumstances Entitling Refund
A Shopper may claim for a refund of e-voucher only in the following circumstances:
(a) a Shopper is unable to redeem the e-voucher due to there being no availability or all dates/times are fully booked;
(b) a Shopper is unable to secure a confirmed date from the Seller for redemption of the e-voucher;
(c) the Seller is uncontactable;
(d) material information in the Product page for the e-voucher is misleading and/or inaccurate; or
(e) any of the terms and conditions of the e-voucher are inherently unfair (as determined by Ziingo);
PROVIDED that:-
(i) the request for refund is submitted within seven (7) days from the date of purchase; and
(ii) the refund is not due to:-
(a) Shopper failing to use the e-voucher within the validity period through no fault of the Seller; or
(b) Shopper purchasing the wrong e-voucher.
4.Refund Amount (a)Subject always to Article B.I.4(b)above, the refund amount due to the Shopper shall be dependent on when the request for refund is submitted.
(a) Refund Within 7-Day Period
Where the Shopper’s request for refund is submitted during the period:
(i) within seven days from the date of Purchase Confirmation – Shopper shall be entitled to a refund of one hundred percent (100%) of the purchase price for the Travel Tickets (“Purchase Price”);
(b) Refund After 7-Day Period
The Seller is entitled to reject any request for refund made by a Shopper more than seven (7) days after the date of Purchase Confirmation. Where a Seller chooses to proceed with a refund, such shall be upon such terms and conditions as the Seller may determine.
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PART B – RETURNS, REFUNDS AND EXCHANGES
II - Process for Returns, Refunds and Exchanges
Requirements
Descriptions
Applicable Conditions
1.Standard Process
Unless otherwise specifically provided under this Policy or the Terms of Service, the process for refund or exchange of Products shall be as follows:
(a) the Shopper submits request for refund or exchange of Product (“Request”) through Ziingo shopper support team or email to support@ziingo.com.my
(b) the Seller will receive notification from Ziingo shopper support team
(c) the Seller must either approve or reject the Request within three (3) Business Days from date of notification;
(d) the Shopper returns the Product to the Seller;
(e) the Seller shall assess and review the Product returned;
(f) based on the condition of the Product returned, the Seller shall either approve or reject the refund or exchange of the Product; and
(g) where refund or exchange is approved, the Seller must deliver the new Product or refund the purchase price to the Shopper.
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2.Submission of Request(a) A Request shall, at the first instance, be made directly to Ziingo shopper support team via Whatsapp, Call or E-mail.
(b) The Shopper shall be required to submit all evidence to support the Request through Whatsapp or E-mail. The evidence shall include such information as order number, invoice number, date of purchase and payment, justification for return/exchange 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 Shopper does not wish to provide any evidence, or where the Shopper provides insufficient evidence to support the Request.
The Seller and/or Ziingo shall have no legal obligation to entertain any Request if the Shopper is unable or refuses to provide evidence to support the Request.
3.Time Limit for Submission of RequestA Shopper must submit the Request within the time limits set out below:-
Status and Type of Product
Time Limit Applicable
Product Succesfully Delivered1.for Products under the Sale promotion and other special promotions as may be declared by Ziingo.within three (3) Business Days from the Shipping Complete Date2.all other ProductsWithin three (3) Business Days from the Shipping Complete DateProduct Not DeliveredWithin fourteen (14) Business Days from the Payment Complete Datee-voucherWithin Seven (7) Business Days from the date of Purchase Confirmation Date.
For the purpose of this Article B.II.3 and this Policy:-
(a)“Payment Accepted Date” shall refer to the date payment was made for the Product;
(b) “Shipment Received Date” shall refer to the date of completion of the sale and purchase transaction of a Product as recorded and stated on the platform.
The Seller and/or Ziingo shall have no legal obligation to entertain any Request where the Request is submitted beyond the time periods stated in Article B.II.3.4.Approval/Rejection of Request by Seller(a) Upon receipt and notification of the Request, the Seller shall, within three (3) Business Days from the date of receipt of same either:
(i) accept the Request; or
(ii) reject the Request
(b) Where the Seller rejects the Request, the Seller must provide Ziingo with all required documents or evidence supporting such rejection.
(c) Any rejection by the Seller shall nonetheless be subject to the Terms of Service, and Ziingo may override the Seller’s decision if it deems that the Seller’s rejection is unreasonable.
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5.Return of Product by Shopper to Seller(a) Upon confirmation of acceptance of request for refund or exchange pursuant to Article B.II.4 above, parties shall, within three (3) Business Days, arrange for the return of the Product as follows:-
(i) Product Defective or Not Compliant with Specifications
Seller shall arrange for pick-up of the Product from the Shopper at Seller’s own cost and expense (unless Seller waives the requirement for the Product to be returned for the Shopper to claim for refund or exchange).
(b) Unsuccessful Return to Seller
If a delivery of the returned Product to the Seller is not successful due to reasons that include but is not limited to incomplete/incorrect address or loss of contact with the Seller, Ziingo may:
(i) upon request by the Shopper, pick up the returned Product from the Shopper within five (5) Business Days of the Shopper’s request; or
(ii) request the Shopper to send the returned Product to the Company’s warehouse.
Where the Seller remains uncontactable within Seven (7) Business Days of the Product pick-up or return to the warehouse, the Company shall be entitled to permanently dispose of the Product with all costs for pick-up and disposal to be borne by the Seller.
Loss or Damage During Return Delivery to Seller
(i) Where the Seller engages a courier service company to pick up a Product from a Shopper for return pursuant to Article B.II.5(a)(ii) above, and such Product is lost or damaged during return delivery, the Seller shall be responsible to bear the costs for such lost or damaged Product notwithstanding that such loss or damage was caused by the courier service company.
(ii) Any compensation to be recovered from the courier service company thereafter will need to be personally initiated by the Seller, and not the Shopper.
(iii) For the avoidance of doubt, Ziingo reserves the right to utilise all or any part of the Settlement Amount to resolve any claims the Shopper may make in respect of the lost or damaged Product.
The Seller and/or Ziingo shall have no legal obligation to entertain any Request where the Shopper fails to return the Product.
Where attempts to reach the Shopper regarding the return of the Product remain unsuccessful more than seven (7) days from the date on which the Shopper submitted the Request, the Shopper shall be deemed to have withdrawn its request and Ziingo may take all such necessary action, including releasing any deferred Settlement Amount to the Seller.
6.Review of Returned Product(a) Seller Review and Assessment
Upon receipt of the returned Product from the Shopper, the Seller shall review and check the same to assess whether it is in an acceptable and saleable condition for refund or exchange. The Seller is entitled to reject the refund or exchange of a Product that:
(i) has been consumed or is showing excessive wear and tear for the period of use;
(ii) has been used in a manner not fit for its purpose;
(iii)has torn or dirty packaging; and/or
(iv) is no longer in working condition.
(b) Delay of Decision by Seller
The Seller may delay the decision on the return or exchange of a Product in the event that:
(i) the delivery fee for returning the Product is still owing by the Shopper (where Shopper is liable for such fee) to the Company and/or third party (as the case may be); and/or
(ii) any free gift included with the Product has still not been returned by the Shopper;
Provided always that the Seller shall update the Shopper or the Shopper support (as the case may be) on the delay and to provide a timeline within which the Seller’s decision on the request by the Shopper for the said return or exchange of the Product will be submitted. Ziingo reserves the right to take any such action necessary to address and resolve the Shopper’s claim if the timeline stated by the Seller is, in the Ziingo’s view, unreasonable.
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7.Final Decision on Refund or Exchange(a) Once the assessment and review of the Product is completed pursuant to Article B.II.7, the Seller shall provide a final decision to either approve or reject the requested exchange or refund of the Product no later than three (3) Business Days from the receipt of the returned Product from the Shopper pursuant to Article B.II.5 above or by any revised timeline pursuant to Article B.II.6(b).
(b) In the case of:-
(i) approved exchange of the Product, the Seller shall deliver the new Product to the Shopper promptly;
(ii) approved refund of the Product, the Seller shall refund the purchase price to the Shopper, which shall be carried out by the Ziingo deducting the purchase price from the Seller’s deferred Settlement Amount or such other method as Ziingo deems fit.
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8.Automatic Acceptance for Non-Response by Seller
In the event that:
(a) the Seller does not respond to the Shopper’s request for a refund or exchange of Product (prior to return of Product to the Seller) within the period set out in Article B.II.4 above; or
b) where the Seller does not provide any decision on the refund or exchange of a Product within the period set out in Article B.II.7 above;
It shall be deemed that the request by the Shopper has been accepted and the Ziingo will immediately proceed with the refund or exchange process.
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9.Costs for Return of ProductsThe costs for the return of Products shall be borne as follows:
(a) Defective/Non-Compliant Product
Where a Product is returned due to:
(i) the Product being defective; and/or
(ii) the Product not complying with description or criteria on the Product page, the Seller shall bear the costs for such return.
(b) Delay in Delivery
Where the Product is returned due to an unreasonable delay in delivery of the Product over and above the Seller Service Level then prevailing, or where there was a late or wrong delivery made by the courier service company engaged by the Seller, the Seller shall bear the costs for such return.
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10.Method of RefundThe payment of refunds (“Refund Amount”) under this Policy shall be effected as follows:-
Type of Payment
Method of Refund
Refund Time Frame
(a)Credit CardCredit card transaction shall be cancelled and Refund Amount shall be transferred back to the credit card used or Aza wallet7-14 Working Days(b)Online BankingRefund Amount shall be transferred into the bank account or wallet7-14 Working Days(c)AZA WalletRefund Amount shall be refunded into your Wallet3-5 working days (< RM100)
5-7 working days (≥ RM500)
(d)Wallet
The methods of refund stated in this Article B.II.10 shall be subject to such further rules and processes as may be imposed by Ziingo from time to time.11.Partial Refund1. 1. Circumstances Where Partial Refund May be Allowed
Where:-
(a) a Shopper 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 Shopper with missing items or parts; or
(c) a Seller delivers a Product to a Shopper with a missing free gift despite advertising the same on the Product page, the Shopper may opt for a partial refund in respect of such non-delivered Products or missing items.
2. 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.
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12.Recall of ProductsIn the event there are any major faults or defects or any safety concerns relating to the Product which the Ziingo deems to be sufficiently serious, Ziingo acting reasonably may require:
(a) that the Seller recall the entire stock of Products sold to date; and
(b) rectify the faults or defects by way of repair, exchange of Products or refund of monies paid and all costs for the recall, repair, exchange and refund which shall be borne by the Seller.
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13.Stock Not AvailableIn the event a request for an exchange is made and the Seller does not have the relevant Product in stock, the exchange shall be handled as a request for return of the Product as a refund.
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