[Malaysia] Buyer Protection Dispute Handling and Returns

Updated as of 21 Apr 2025

Dispute handling

Upon receiving a dispute request, Carousell will reach out to both parties within 24 hours to advise next steps. 

Depending on the initial evidence submitted, Carousell may reach out to either parties for more information* in order to investigate and come to a resolution.

*To facilitate the dispute resolution process, Carousell may require buyers/sellers to provide supporting documents via email within a stipulated time period. Failure to do so would result in the dispute being ruled against the non-compliant party. Buyers/sellers are advised to check their emails at least once a day during the period of dispute and to respond by the stipulated deadline.

Carousell strives to come to a resolution decision within 5 working days from when the dispute was raised. However, if the return of a product is needed, the entire resolution process may take more than 5 working days.

In the meantime, the payment will be held safely by Carousell until the dispute is resolved.

Item is not significantly as described/wrong product

If the claim is found to be valid, a refund or return and refund can be prescribed.

A partial refund can be prescribed if both parties are agreeable.

Incomplete products

Depending on the buyer’s preference, the seller may be requested to send the missing part(s). Else, a partial refund or return and refund can be prescribed if both parties are agreeable.

For the above stated scenarios, sellers will be requested to cover the additional shipping costs, to be paid to the buyer directly.

Item not received

In the instance where item is not received, Carousell will hold onto payment until tracking status is reflected to be “missing/lost” (or equivalent) or for an additional 7 days, whichever comes first. If the item is still not received, a refund to the buyer will be prescribed.

• For Carousell-supported delivery partners, Carousell will liaise with our delivery partner to get compensation (capped at RM 300) on behalf of the seller.
• For non-integrated logistic partners, seller will have to liaise with courier to get compensation. This compensation value is capped at the courier’s stated compensation amount. Sellers are strongly advised to offer delivery options that provide sufficient compensation coverage of the value of the item.

Sellers are responsible for ensuring that the item they are mailing complies with the chosen courier’s packaging guidelines and terms of service in order to qualify for their respective  compensation payouts if needed.

Carousell will not compensate for lost/missing parcels.

Once a resolution is reached, Carousell will inform both parties on the outcome via email. If the dispute is resolved in favour of the buyer, the refund will be processed to the buyer. If it is resolved in favour of the seller, payment will be released to the seller. 

Exchange of product is not supported at the moment. If the buyer would like to proceed with an exchange, Carousell will rule the existing dispute in favour of the buyer and the buyer can place another order with the seller. 

Returns process

In the event that a return is required as part of the resolution decision, buyers and sellers will have to arrange for the item to be returned within 7 days of the decision. 

Both parties are required to cooperate to facilitate the return of the item. In the event that either parties are unable to adhere to the given timeline, the dispute may be ruled against the non-compliant party. Buyers/sellers are advised to check their emails at least once a day during the period of dispute and to respond by the stipulated deadline.

Important: Carousell reserves the right to cancel or reverse any approved refund if the item is not returned to the seller following a resolution. If the return shipment is managed by a courier service and the parcel is reported as lost or damaged during transit, Carousell may withhold or cancel the refund at its discretion. Buyers are responsible for ensuring that the item is properly packaged and returned using the designated return method.

Packing for return

If delivery is opted for the return, buyers have to pack the item in their original packaging. If the original packaging is damaged, buyers may use their own packaging for the return parcel. Buyers must provide sufficient packaging to ensure that the item gets returned in its original condition. 

For fragile items, buyers are encouraged to use a “Fragile”, or “Handle with care” sticker as an additional reminder for the courier to handle your parcel with care.

In the event that the item gets damaged during the return process due to improper packaging, Carousell reserves the right to decide whether a refund should still be issued to the buyer.