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Return / Refund Policy

 

Kayuh Resolution Center is a new feature implemented by Kayuh to allow sellers and buyers to negotiate for their return refund amount and solution. 

Sellers that receive a return refund case under this feature will be able to discuss with buyer directly regarding return refund issue and to negotiate for a mutually agreed solution. 

This could be done by proposing / accepting a flexible refund amount without return or to allow items to be returned for a full refund. 

Should the dispute not being able to be resolved via this manner, Kayuh Agent will be able to assist with the dispute process within the same chat thread.

 


What are the supporting documents required for a refund request case?

 


Non-Receive Claim


A non receive claim is raised against the seller when buyer did not receive the item or received incomplete order from the case. In such case, buyer will not need to provide any documents while they raise this case.


On the other hand, as a seller, you are advised to provide proof as per below to allow us to check with the courier service provider the current tracking status:

  • Formal shipping proof (i.e. delivery receipt and tracking number if any).
  • Photo of the parcel package / information, including information of delivery company, tracking number, seller’s and buyer’s name, contact number and shipping address.
  • Chat history or any other evidence showing prior negotiation.

Should the item still in transit, our dispute team will inform the buyer and reject the request. If the item is indeed lost in transit (more than 14 days without any tracking status update for local orders), the buyer will be refunded while our dispute team assist seller to claim for lost parcel if seller shipped with Kayuh's Consignment Note or advise seller to claim for lost parcel from their courier service provider for parcel shipped with own consignment note. 

Based on the nature of such claim, the buyer is not satisfied with the item they have received and proceed to request for refund and withheld seller's payout. With that the buyer shall hold responsibility to provide such proof to support their claim in order for our relevant team to check and judge on a case to case basis.


Buyer Received Wrong / Damaged / Malfunctioned Item / Incomplete Order

Proof that is commonly required for such claim:

  • Pictorial proof (Packaging box damages, physical item damages, consignment note of item received, picture of all item received in the parcel)
  • Video proof (Malfunction item)
  • Chat history or any other evidence showing prior negotiation with the seller
  • Seller agrees with the return request but did not receive the product(s)

Seller for all request for refund cases should based on the given proof, accept or reject their refund request on a voluntary decision while providing relevant reasoning with proof if they choose to dispute the buyer's claim. In the event where it is not the seller's fault, Kayuh dispute team will assist the seller to request for compensation claim for lost / damaged item in transit if seller shipped with Kayuh's consignment note. Seller are advised to liaise with the courier service provider for claims if they used their own consignment. 

However, if the seller agrees with the return request for cases such case wrong item, they can choose to accept the refund with condition that buyer return the wrong item to the seller. In such case the burden of proof lies with the buyer only.
Supporting documents that may be required from the buyer includes:

  • Formal shipping proof i.e. delivery receipt and tracking number (if any)
  • Photo of the parcel package / information, including information of delivery company, tracking number, seller’s and buyer’s name, contact number, shipping address and postal stamp
  • Chat history or any other evidence showing prior negotiation
  • Additional Information

Lost Mail
Kayuh recommends sending all packages via registered mail to avoid any lost shipments. However, if there is an agreement between both parties to use normal mail, don’t forget to keep your shipping receipt in case of a non-receipt claim.

Kindly note that any prior agreements will be honoured. For instance, if the seller agreed to use registered mail but opted for normal mail instead, the seller will be responsible for the lost mail. The buyer will be refunded the full amount even if the seller can provide valid delivery proof.

Evidence Quality
Whether you are the buyer or seller, the quality of your evidence has to be clear. Once a dispute has been raised, you will have 3 days to submit your evidence or the payment will be released to said party. In any case if the evidence collected is not clearly visible, Kayuh will give you notice that it will not be accepted. You will have 2 additional days to provide new evidence or Kayuh will release the payment held in Kayuh Guarantee.

Return Shipping Cost

Since the seller is responsible for returns due to wrong, damaged and/or faulty products, seller must cover the return shipping costs with condition that the buyer provides proof of return consignment note, its receipt and the item is successfully delivered back to the seller. Kayuh will only refund the amount that is held in Kayuh Guarantee.

 

If my checkout using free shipping voucher is refunded, will I be able to get back my free shipping voucher?

Yes, the free shipping voucher will be returned to your "My Voucher" if you have used the free shipping voucher during checkout but your order is cancelled or refunded fully.

However if your order been through any situation as per below, your Free Shipping Voucher will not be returned to you since technically it has been used albeit partially after the refund process. Below are some example where your Free Shipping Voucher will not be returned to you:

  • If you purchased from multiple shops in one checkout, you will not get back your free shipping voucher in the event of a return or cancellation from one of the shops.
  • If you purchased more than 1 product from a single shop, and and you only requested for refund for part of the order, you will not get back your free shipping voucher.
    For example, you purchased 2 products from a single shop in one checkout. 1 out of the 2 product is returned. In this case, the free shipping voucher will not be returned.

 

 

If my order contains more than one item but only one is damaged, can I accept the rest of the items and reject the only damaged item?

 

If you purchased multiple units of the same item, you will need to either receive or reject all of the same items while you request for refund. We do suggest you to click on request for refund for all the items and provide relevant documents for damaged item claim process. 

If you purchased different items, you can choose to return the specific product that is damaged only when you request for refund. 

However, if you purchased multiple unit of an item but only one unit is damaged, you will need to request for refund of the whole item. For example, Order is made to purchase 1 unit of Milo 2kg soft pack and 2 unit of Nescafe 3in1 Original. If one of the Nescafe is being damaged in transit, you will need to request for refund for 2 unit instead of one due to system limitation. 

 

 

Will I be refunded with my shipping fee for returns and refunds?

 

Yes, shipping fee paid during your purchase will be refunded if and only if all of your products from the order are being returned and refunded. 

If only a few of your products from the order needs to be returned and refunded, then the shipping fee paid during your purchase will not be refunded.

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