2. Application to return and/or refund (“Return and Refund”) of a product:
A. The Buyer may only apply for the return and/or refund of a product in the following circumstances:
i. The product has not been received by the Buyer (lost product);
ii. The product was defective and/or damaged on delivery;
iii. The Merchant has delivered a product that does not match the agreed specification (e.g. wrong size, colour, etc.) to the Buyer;
iv. The product delivered to Buyer is materially different from the description provided by the Merchant in the listing; or
v. The Buyer disputes the authenticity of the product received.
B. The Buyer must submit his application via the communication channels below to the PIKOM support team:
i. Email (firstname.lastname@example.org)
ii. WhatsApp (+60 11-5640 8199)
iii. SMS (+60 11-5640 8199)
iv. Phone call (+60 11-5640 8199)
C. The Buyer must raise the Return and Refund request to the PIKOM support team in the manner set out in sub-clause (b) above, within forty-eight (48) hours after receipt/non-receipt of the product(s) and upon confirmation from the logistics partner of such delivery/non-delivery/loss of product.
D. The Buyer shall at its own expense, if requested by PIKOM, ship the product to a designated location as informed by PIKOM within three (3) working days after the return request is raised and confirmed by the PIKOM support team.
E. The Buyer should ensure that the product, including any complimentary items such as accessories that come with the product, must be returned to the Merchant in the condition received by Buyer on delivery. The Buyer is recommended to take a photo of the product upon receipt.
F. The approval for the Return and Refund request shall be made by PIKOM at its sole discretion. Buyer acknowledges and agrees that PIKOM’s decision is final, conclusive and binding, and covenants and agrees that it will not bring a suit or otherwise assert any claim against PIKOM or its affiliates in relation to such decision.
G. In the event where the Buyer has commenced legal action against the Merchant, the Buyer may provide the PIKOM support team with the formal notification from the appropriate authority to PIKOM to request PIKOM to continue to hold the purchase monies until a formal determination is available. PIKOM will, at its sole and absolute discretion, determine whether it is necessary to continue to hold such purchase monies.