Return & Refund Policy

1. Application for Returns/Refunds

1.1 Subject to the terms of this Return & Refund Policy and the Terms of Service, Buyers can apply for the return of purchased items (“Item”) and/or a refund before the Jompilih Buyer Protection Period expires, as stated in the Terms of Service.

1.2 The Jompilih Buyer Protection is a service offered to assist Users in resolving disputes that may arise during a transaction. Buyer are encouraged to communicate with Seller to resolve issues before using the Jompilih Buyer Protection service.

2. Jompilih Buyer Protection Coverage

2.1 Buyers may apply for a refund and/or return of the Item under the following circumstances:

The Item was not received by the Buyer;
The Item was defective or damaged upon delivery;
The Item received is incomplete (missing quantity or accessories);
The Item delivered does not match the agreed specifications (e.g., wrong size, color, etc.);
The Item is materially different from the description provided by the Seller;
The Item has physical damage (e.g., dented, scratched, shattered);
The Item is faulty (e.g., malfunctioning or not working as intended);
By mutual agreement with the Seller (Seller must confirm this with Jompilih);
Expired products;
Empty or suspicious parcels.

2.2 Buyers must submit their application to Seller via Jompilih platform.

2.3 If required by Seller, the Buyer must ship the Item to a location designated by the Seller within five (5) calendar days of the return request being approved.

2.4 In the event that an agreement cannot be reached between the Buyer and Seller, the Buyer may escalate the request to Jompilih for further evaluation. Jompilih will carefully review each request on a case-by-case basis and, in its sole discretion, determine the appropriate resolution.

2.5 If Jompilih receiving a return or refund request from the Buyer, Jompilih will notify the Seller in writing. The Seller is required to respond within the specified time-frame outlined in the notification (the “Stipulated Period”). Failure to respond within the Stipulated Period will result in Jompilih proceeding with the assessment of the Buyer’s request without further input from the Seller.

2.6 The approval or denial of return and refund requests shall be determined exclusively by Jompilih at its sole discretion. Both the Buyer and Seller acknowledge and agree that Jompilih’s decision is final, conclusive, and binding. Neither party shall pursue any claims against Jompilih or its affiliates in relation to such decisions.

3. Transactions are not eligible for Return and/or Refund

Buyers change their mind about the item
Buyers place the wrong order by mistake
Buyers have received partial or full refund from a separate resolution process not facilitated by Jompilih
Buyers provide an incorrect or invalid delivery address
Buyers receive the item after the suggested delivery date
Buyers make a claim for something that is not in the original listing/what was agreed upon
Buyers raise an issue after the dispute window
The item gets stolen/damaged post successful delivery
The items fall under Jompilih exclusion list

4. Condition of Returning an Item

4.1 For refunds or returns approved under Clause 2.1, Buyers should ensure that the Item, along with any accessories or complimentary items, is returned in the same condition it was received. It is recommended that Buyers take photos of the Item upon receipt to facilitate any future claims.

5. Liability for Forward and Return Shipping Fees

5.1 If the return is due to an error by the Seller (e.g., damaged, faulty, incomplete, or wrong Item), the Seller will bear both the forward and return shipping fees.

5.2 If there is a dispute between the Buyer and Seller over who is responsible for the return shipping fee, Jompilih will make a final decision at its sole discretion.

6. Refunds

6.1 Refunds will be issued after Jompilih receives confirmation from the Seller that they have received the returned Item. If no response is received from the Seller within a specified time-frame, Jompilih may proceed with the refund without further notice to the Seller. Refunds will be processed through the original payment method (“Original Payment Method”). If Jompilih is unable to process the refund via the Original Payment Method, the Buyer agrees that Jompilih may issue Jompilih vouchers equivalent to the refund amount. Upon issuance of such vouchers, the Buyer waives any further claims against Jompilih regarding the refund.

6.2 If a refund is approved after the purchase funds have already been disbursed to the Seller, Jompilih may deduct the necessary amount from the Seller’s balance in accordance with the Terms of Service.

7. Communication Between Buyer and Seller

7.1 Jompilih encourages direct communication between Buyers and Sellers in the event of a dispute.

7.2 As a marketplace platform, Jompilih encourages Buyers to contact Sellers directly regarding any issues with their purchases.