Malaysia Largest Furniture Online Shop

RETURN & REFUND POLICY

RETRUN & REFUND POLICY

Thank you for shopping on ePenfurnex (defined in Terms and Conditions which is made available together with this document on ePenfurnex). We hope you are happy with your purchase(s). However, should you have legitimate problem with your item(s) purchased, you may apply for a return of the purchased item(s) and/ or refund, within 7 business days from the date of receiving the said item(s), subject strictly to the terms and conditions in this Return and Refund Policy and Terms and Conditions stated above.

COMMUNICATION BETWEEN BUYER AND SELLER

ePenfurnex encourages you to communicate with the Seller in the event where problem arises in a transaction. As ePenfurnex is a platform for you to conduct ecommerce, you should contact Seller directly for any issue relating to the Item(S) purchased.

APPLICATION FOR THE RETURN OF AN ITEM

You may only apply for a refund and/ or return of the Item in the following circumstances:

  • The Item has not been received by you within the stipulated period as stated by the Seller on ePenfurnex.
  • The Item was defective and/or damaged on delivery;
  • Seller has delivered an Item that does not match the agreed specification (e.g. wrong size, colour, etc.) stated on ePenfurnex to you;
  • The Item delivered to you is materially different from the description provided by Seller in the listing of the Item on ePenfurnex; or
  • By way of private agreement with Seller. If such is the case, both you and the Seller shall automatically be deemed to have waived your right from bring the matter to the resolution mechanism provided in ePenfurnex.

In the event where you have lodged complaint via ePenfurnex within the stipulated time and manner, you are deemed to have authorized and request ePenfurnex to continue holding the purchase monies until a formal determination is available. ePenfurnex, at its sole and absolute discretion, will determine whether it is necessary to continue to hold such purchase monies.

RIGHTS OF SELLER

When ePenfurnex receives an application from Buyer for the return of the Item and/or refund, ePenfurnex will notify Seller via ePenfurnex. Seller may respond to Buyer’s application according to the steps provided by ePenfurnex in the written notification. Seller must respond within the time-frame stipulated in ePenfurnex (the “Stipulated Period”) failing which the Seller shall be deemed to have no case against the Buyer and ePenfurnex will proceed to assess Buyer’s application without further notice to Seller, and the Seller shall be deemed to have waived its right and thereby deemed to authorize ePenfurnex to return the Buyer’s purchase price to the Buyer.

CONDITION OF RETURNING ITEM

To enjoy a hassle-free experience when returning the Item, you must 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 you on delivery. ePenfurnex will recommend you to take a photo of the Item upon receipt.

You may, by completing the Online Return Form, apply to return the purchased Goods to ePenfurnex or Seller in exchange for a replacement or a refund. You shall ensure that the purchased Goods is returned to ePenfurnex or Seller within 14 calendar days from the delivery date, or any earlier date stated in the Invoice of the Seller. For avoidance of doubt, the countdown starts from the date the Buyer received the purchased Goods to the post stamp date on the return parcel. In case of damaged Goods, you must contact Seller within 48 hours of receiving the delivery and make proper claim provided on ePenfurnex.

LIABILITY OF PRODUCT RETURN SHIPPING FEE

In the scenario of an unforeseen error from the Seller's end (i.e. - damaged, faulty or wrong product delivered to the buyer), the Seller will bear buyer's return shipping fee.

In the scenario where both Seller-Buyer disputing the party liable for the return shipping fee, ePenfurnex at its sole discretion will determine the party liable for the return shipping fee.

CANCELLATION, RETURN AND REFUND

Buyer may only cancel his/her order prior to completing the payment process.

ePenfurnex reserves the right to cancel any transaction on the Site and Buyer agrees that Buyer’s sole remedy will be to receive a refund via ePenfurnex’s payment gateway.

CANCELLATION OF ORDER AFTER PAYMENT

In the event that Buyer decides to cancel his/her order after the relevant order has been confirmed, paid for, and prior to shipment, ePenfurnex shall be entitled to impose a minimum charge of 15% on the total purchase amount and processing fee, as administrative fees. In addition, any transaction fees charged by the relevant instalment payment partner banks will also be imposed. The balance after deduction of the administrative fees and the transaction fees will be refunded to the Buyer.

APPLICABLE RETURN POLICY WITH CREDIT CARD INSTALLMENT PAYMENT

When the Buyer chooses to make payment for purchase of Goods via Credit Card Instalments, the Buyer will no longer be allowed to return any items unless it is damaged, (notwithstanding the 14 days Return Policy stated herein or stated in Seller’s invoice) to which the item shall be replaced or refunded for the amount paid. Such replacement or refund will not affect or interrupt the Credit Card Instalments. No returns for “change of mind” reason will be valid for Buyers that choose to make payment for the Goods via Credit Card Instalments.

DELIVERY / PERFORMANCE

ePenfurnex has the right at any time to sub-contract all or any of its obligations for the sale/delivery of the Goods to any other party as it may from time to time decide without giving notice of the same to the Buyer.

ePenfurnex shall not be liable for any delay in delivery or performance howsoever caused by the delivery partner and/or sub-contractor.

If Seller has failed to deliver the Goods in accordance with the Contract or within a reasonable time, the Buyer shall file the complaint via ePenfurnex according to the manner and time stated in ePenfurnex, be entitled to demand performance within a specified time thereafter and such specified time shall be no less than 14 days. If Seller still fails to deliver within the specified time, the Buyer shall be entitled to terminate the Contract and claim a refund in respect of the undelivered Goods.

PENFURNEX ASSISTANCE WITH REGARDS TO RETURNS & REFUNDS

ePenfurnex will extend assistance to both the Buyer and Seller to interact through its platform and online dispute resolution mechanism. However, the Buyer and Seller must follow the steps provided on ePenfurnex, failing which the Buyer and Seller are deemed to have waived its right to the dispute resolution mechanism make available on ePenfurnex and is thereby precluded to make any claim whatsoever against ePenfurnex and/or its management.

Buyer will only be refunded after ePenfurnex has received confirmation from Seller that the returned Item has been received (after the Buyer has made proper claim via ePenfurnex). In the event where ePenfurnex does not hear from Seller within a specified time, ePenfurnex will be at liberty to refund the applicable sum to the Buyer, without further notice to Seller. The refund will be made to Buyer’s credit/debit card or designated bank account, whichever is applicable.