What are the conditions for a return or refund request?
-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.
-Change of mind item is not applicable. Unless Seller agree on the refund via private method.
-Change of mind is not applicable as a return reason for this product due to one or more of the follow reason: safety and hygiene e.g Eargins, under-garments, food items, costume or made item e.g Paints, Categories where cooling off period does not apply in accordance to local regulations, e.g motor vehicles.
-Items must be return in the original condition including taps, tag, or packages. Any of these missing, the return request will not be entertained.
-Customers need to submit the request within 7 days from the date of receiving, any request later than 7 days will not be entertained.
-Request must be submitted together with photo showing the problems of the item. • Items must be sent out from seller within 3 days upon successful request.
-If customers received damaged/stained items, and request to change to different designs or colors, postage of return and replacement will be borne by customers.
-Pre order items are not allowed to return or exchange for any reason except damaged items.
-Item more than RM300, Gvado will act as 3rd party to verify the item ship to seller from buyer. In order to avoid any scam/fraud or abnormal activities during return/refund operation.
-Normal operation of return item its take 5-14 working days after seller receive return item from buyer.
When and how can i apply for a return or refund?
Request for return when your order is under “Completed” tab.
-Received an incomplete product (missing quantity or accessories)
-Received the wrong product(s) (e.g. wrong size, wrong colour, different product)
-Received a product with physical damage (e.g. dented, scratched, broken)
-Received a faulty product (e.g. malfunction, does not work as intended)
To request for Return
1) From your "Account" and search for your order in "Completed" tab. Click “Return” button.
2) Click on “Request Return”
3) Select the reason and your order information as well.
4) Upload your photo of the product as proof. After that, give a tick on “I have read and agreed to the Privacy & Policy”. Next, click “Submit”.
Follow up on your case
After you have successfully requested for refund, the seller will be given 3 days to respond to your case to either dispute your case or counter propose your proposal. You will be able to check for any update through "Ask Seller" button of your case.
*Discuss also allows you to update additional supporting document (pictures) or chat with the seller about the case for both the seller and Gvado to assist you in case either party disputed the case.
Who bears the shipping fee to return the parcel to seller?
a) In the scenario of an unforeseen error from the seller’s end (i.e – damaged, faulty or wrong Item delivered to the buyer), the seller will bear buyer’s return shipping fee.
b) In the scenario of the buyer’s change of mind, buyer shall get seller’s consent prior to the return request and buyer will bear the return shipping fee.
c) In the scenario where both seller-buyer disputing the party liable for the return shipping fee, Gvado at its sole discretion will determine the party liable for the return shipping fee.
When will I receive my refund?