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.
A. Merchants shall receive written notification from PIKOM on the 100% Authentic Product Guarantee and Product Return and Refund Policy. If a Merchant has any queries, the merchant shall contact the PIKOM support team at any time. Merchant shall be bound by the policies if no feedback after receiving the written notification.
B. PIKOM’s determination to approve a Return and Refund of a product pursuant to clause 1 above is binding on all Merchants. Merchants agree to comply and do all such things as necessary to give effect to the buyer’s request for a Return and Refund and refund is approved by PIKOM.
C. For any Return and Refund request approved by PIKOM, PIKOM will notify the Merchant by email (“Email Notification”) and organize the delivery of the relevant product to be returned to the address provided by the Merchant to PIKOM in writing for the completion of the Return and Refund process, as long as such address is in the country in which the relevant product was listed for sale on the site (“Local Address”).
D. If the Merchant fails to provide a Local Address for the Return and Refund of a product, or fails to accept delivery of the returned product within a reasonable period of time (as determined by PIKOM), PIKOM reserves the right to dispose of such product in any manner it sees fit and the Merchant shall be deemed to have forfeited all rights to such product.
E. The Merchant must respond to PIKOM within seven (7) calendar days upon receiving the Email Notification (“Notification Period”). Within the Notification Period, the Merchant must inform PIKOM if the Merchant intends to (i) refund the amount of the product purchased; or (ii) exchange the product; or (iii) replace the product. The Merchant shall also inform PIKOM if the Merchant not receive the returned product within seven (7) calendar days upon receipt of the Email Notification. Failure by the Merchant to notify PIKOM of any of the events hereunder shall mean the Merchant has agreed and accepted to be bound by any decision made by PIKOM in regards to this matter. e) Merchant agrees not to make any claims or raise any disputes regarding any such product.
F. Notwithstanding the above, PIKOM may at its sole and absolute discretion decide whether to return the product for Return and Refund to the Merchant. In the event PIKOM decides that the product should not be returned to the Merchant, the Merchant is deemed to have forfeited all rights to such product.
G. If the Return and Refund request is rejected by PIKOM or the Merchant and where the relevant product has been returned to the Merchant, PIKOM will organize the re-delivery of such product to the Buyer.
H. Where PIKOM has approved any Return and Refund request, the Merchant may appeal such decision by providing evidence in support of such appeal to PIKOM. If PIKOM upholds the Merchant’s appeal, PIKOM shall disburse all or part of the purchase monies to the Merchant. The Merchant 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.
A. In the event of an unforeseen error from the Merchant's end (i.e. - damaged, faulty or wrong product delivered to the Buyer), the Merchant will bear the shipping fee for the return of such product by the Buyer to the Merchant.
B. In the event of a dispute between the Merchant and the Buyer as to who shall bear the shipping fee, such dispute shall be raised to PIKOM and PIKOM shall at its sole discretion determine the party liable for the return shipping fee.
C. In the event the Buyer raises a dispute on the product bought being a counterfeit product and the product is confirmed as being counterfeit, the Merchant will bear the shipping fee for the return of the product by the Buyer.
D. In the event if the Buyer raised a dispute on the product bought being a counterfeit product and the product is confirmed to be authentic (i.e. not a counterfeit product), the Buyer will bear its own shipping fee for the return of the product.
E. The Buyer will only be entitled to a refund after PIKOM has received confirmation from the Merchant that Merchant has received the returned product.
F. In the event where PIKOM does not receive confirmation from the Merchant within the Notification Period, PIKOM may refund the applicable sum to the Buyer without further notice to the Merchant.
G. The refund will be made to the Buyer’s credit/debit card or designated bank account, whichever is applicable, depending on the mode of payment made by the Buyer.
A. The PIKOM support team will represent the Merchant in all communication with the Buyer in the event a dispute arises.
B. All communication between a Merchant and a Buyer shall be through the PIKOM and/or the PIKOM support team.
C. PIKOM will not be responsible for any direct communication made between a Merchant and a Buyer on matters pertaining to the Marketplace including matters related to Return and Refund.
PIKOM’s 100% Authentic Product Guarantee and 100% Product Refund Guarantee is only applicable to products purchased from the Marketplace, which are later determined to be a counterfeit product. In such an event, the Merchant of the alleged counterfeit product shall refund the full amount of the product purchased to the Buyer.