1. Application for Returns/Refunds
1.1 Subject to the terms and conditions in this Refunds and Return Policy and the Terms of Service, Buyer may apply for return of the purchased items (“Item”) and/or refund prior to the expiry of the refund period as stated in the Return & Refund Period.
1.2 PasarKraf Guarantee is a service provided by PasarKraf, on User’s request, to assist Users in dealing with certain conflicts which may arise during the course of a transaction. Users may communicate with each other privately to resolve their differences or approach their relevant local authorities to assist them in overcoming any dispute.

2. Application for the Return of an Item
2.1 Buyer may only apply for the refund and/or return of the Item in the following circumstances:
● The Item has not been received by Buyer;
● The Item was defective and/or damaged on delivery;
● The Item received is incomplete (missing quantity or accessories);
● Seller has delivered an Item that does not match the agreed specification (e.g. wrong size,
colour, etc.) to Buyer;
● The Item delivered to Buyer is materially different from the description provided by Seller in
the listing of the Item;
● The Item received is a counterfeit item**;
● The Item received has physical damage (e.g. dented, scratched, shattered);
● The Item received is faulty (e.g. malfunction, does not work as intended);
● By way of private agreement with Seller and Seller must send his/her confirmation to
PasarKraf confirming such agreement;
● Change of mind*;
● Expired products; or
● Empty / suspicious parcels.
*Items of certain categories are not eligible for Change of Mind returns and/or refunds.
**Counterfeit item return policy is applicable to PasarKraf sellers only.

2.2 Buyer’s application must be submitted via the PasarKraf mobile app.

2.3 PasarKraf will review each Buyer’s application on a case-by-case basis and, in its sole discretion,
determine whether Buyer’s application is successful.
2.4 Please note that, if required by PasarKraf, Buyer must ship the Item to a location designated by
PasarKraf within five (5) calendar days after the return request is approved.
2.5 The approval of your request for refund and return will be made by PasarKraf in its sole
discretion. Buyer acknowledges and agrees that PasarKraf’s decision is final, conclusive and
binding, and covenants and agrees that it will not bring suit or otherwise assert any claim against
PasarKraf or its affiliates in relation to such decision.
2.6 In the event where Buyer has commenced legal action against Seller, Buyer may provide the
formal notification from the appropriate authority to PasarKraf to request PasarKraf to continue to
hold the purchase monies until a formal determination is available. PasarKraf will, at its sole and
absolute discretion, determine whether it is necessary to continue to hold such purchase monies.

3. Rights of Sellers
3.1 When PasarKraf receives an application from Buyer for the return of the Item and/or refund, PasarKraf will notify Seller in writing. Seller may respond to Buyer’s application according to the steps provided by PasarKraf in the written notification. Seller must respond within the time-frame stipulated in the written notification (the “Stipulated Period”). Should PasarKraf not hear from Seller within the Stipulated Period, PasarKraf will assume that Seller has no response to Buyer’s application and will proceed to assess Buyer’s application without further notice to Seller. PasarKraf will review each Seller’s response on a case-by-case basis and, in its sole discretion, determine whether Buyer’s application may be successful against the circumstances stated by Seller.

4. Condition of Returning Item
4.1 For Change of Mind returns and/or refunds, and subject always to Clause 2.1, Buyer must ensure that the Item remains unused with its tag (if any) remaining on the Item when returning the Item.
Without limiting the generality of the foregoing:
a) Items must be returned in their original, unopened packaging, with seals and shrink-wrap intact. All tags, manuals, and accessories that were included with the purchase must be returned as well;
b) For clothing and wearables, Items must be unworn (except for trying on purposes),
unwashed, with all original tags attached, and must not have signs of wear or use; and
c) For health and beauty products, Items must be unopened and in their original packaging.

4.2 For other refund and/or returns permitted under Clause 2.1, to enjoy a hassle-free experience when returning the Item, Buyer should ensure that the Item, including any complimentary items such as accessories that come with the Item, must be returned to Seller in the condition received by Buyer on delivery. We will recommend Buyer to take a photo of the Item upon receipt.

5. Liability for Forward Shipping Fee and Return Shipping Fee
(a) In the scenario of an unforeseen error from the seller’s end (i.e. – damaged, faulty, incomplete or wrong Item delivered to the buyer), the seller will bear buyer’s forward and return shipping fees.
(b) In the scenario of the buyer’s change of mind, buyer, depending on category of the Item, shall get seller’s consent prior to the return request. The seller will bear the return shipping fee.
(c) In the scenario where both seller-buyer disputing the party liable for the return shipping fee, PasarKraf at its sole discretion will determine the party liable for the return shipping fee.

6. Refunds
6.1 Buyer will only be refunded after PasarKraf has received the confirmation from Seller that Seller has received the returned Item. In the event where PasarKraf does not hear from Seller within a specified time, PasarKraf will be at liberty to refund the applicable sum to Buyer without further notice to Seller. The refund may be made via the same payment method used by the Buyer for the original purchase (“Original Payment Method”). In the event that PasarKraf is unable to effect the refund via the Original Payment Method for any reason whatsoever (including, but not limited to, where the Original Payment Method is no longer valid or cannot be used to receive funds), Buyer acknowledges and agrees that (i) PasarKraf may effect the refund via the issuance of PasarKraf vouchers (of equivalent value to the refund amount) in accordance with such timeline as may be determined by PasarKraf, and (ii) upon issuance of such vouchers, Buyer shall have no further right or claim against PasarKraf in connection with such refund.
6.2. In the event that a request for a refund has been approved by PasarKraf and the purchase monies had already been disbursed to Seller, PasarKraf may deduct the necessary amount from the Seller’s Seller Balance in accordance with the Terms of Service.

7. Communication Between Buyer and Seller
7.1 PasarKraf encourages Users to communicate with each other in the event where problem arises in a transaction. As PasarKraf is a platform for Users to conduct trading, Buyer should contact Seller directly for any issue relating to the Item purchased.