Eligibility

Dispute Reason

Under the Buyer Protection and Certified refund policy, buyers may raise a dispute for: 

• Item(s) not received 
• Incomplete item(s) 
• The item is significantly not as described
  Examples of cases where the item is significantly not as described
  • The item is of a different variation, such as size, colour, model or version
  • The item is incomplete or has missing parts
  • The item is damaged or has one or more undisclosed defect(s)
  • The item received deviates extensively from the listing photo

Transactions are not eligible for refund

• An item that is materially similar with subjective and non-significant variations from the seller’s listing and description will not be accepted. This includes:
• ✘   Item with signs of wear but was correctly listed as being in used condition
• ✘  Non-significant variations, including quality, for example:
  • Item listed as light pink but received as rose pink
  • Item listed as palm-sized but received at 15cm
  • Item listed as 8/10 but receiver claims it is more of a 6/10
• Buyers change their mind about the item 
• Buyers place the wrong order by mistake 
• Buyers have received a partial or full refund from a separate resolution process not facilitated by Carousell
• Buyers provide an incorrect or invalid delivery address 
• Buyers receive the item after the suggested delivery date
• Buyers make a claim for something that is not in the original listing/what was agreed upon
• Buyers raise an issue after the dispute window
• The item gets stolen/damaged post successful delivery
  
  • It is the buyer’s responsibility to ensure that the receiving address can receive the item securely
  • Parcel and packaging that has creases, lines, wrinkles or dents as a result of shipping or tempered of packaging upon delivery will not be covered unless the item itself is damaged
• The items are reported for surface wear and tear that does not affect functionality
  • For “Brand New” items, transactions will be reviewed on a case-by-case basis
• The items fall under our exclusion list 
• The items are sold in gift bundles such as hampers, goodie bags and mystery boxes unless the constituents in the bundles are clearly described in the listing.

Dispute Window

The dispute window starts when the seller confirms the order and ends when the order is marked as completed by the buyer or autocomplete triggered by the system after the expiration of the dispute window, whichever occurs first. 

The order will be marked autocomplete in accordance with the following timeline:

Buyer Protection

• For Tracked Mail: 2 days after delivery date
• For Untracked Mail (i.e tracking does not appear on app): 6 days after the expected delivery date
• For Meet-Ups: 13 days after the confirmed meet-up date (Seller would need to tap on 'Confirm Meet-up' on their end)

Certified

• For Tracked Mail: 7 days after delivery date
• For Untracked Mail (i.e tracking does not appear on app): 11 days after the expected delivery date
• For Meet-Ups: 13 days after the confirmed meet-up date (Seller would need to tap on 'Confirm Meet-up' on their end)

For cart orders with both BP and Certified listings, the order completion timeline will follow the Certified item dispute window. 

How can I get a refund? 

If you feel that you are entitled to a refund, raise a dispute request in the app. You can find the Return/refund button on your Order details page. We encourage you to raise your issue with your seller as well via Chat to let them know what’s wrong.  Here’s more information on How to raise a return/refund request. To be eligible for a return, your item must be unused and in the same condition and packaging as you received it. Any tags on the item should be intact and not damaged. Please ensure all free gifts, warranties, tags, manuals, and any other accessories that were delivered to you are included in your return. Note that Carousell/ the seller reserves the right to reject the return and any request for a return if the returned item does not meet the above requirements.

The refund will be processed when the seller has given consent for a refund (in full or part). In the case of a full refund, the refund will only be processed once the item has been returned to the seller in the right condition.

How long does it take for me to receive my refund?

For payments made via FPX (online banking), you'll receive your refund in 5 working days in your bank account.
For payments made via Debit/Credit cards, you'll receive your refund in 7-10 working days.

Working days : Monday to Friday, exclude weekend and public holiday. 
If you don't receive your refund within the stated timeline, contact our team for assistance. 

Are delivery fees, platform fee Carousell BNPL fee, and other fees refunded?

Full refund for whole cart order
Delivery fee, platform fee, Carousell BNPL fee and any other buyer incurred fees will only be refunded if a full refund is given for the whole order.
Example:
Listing A: RM18
Listing B: RM27
Listing C: RM45
Delivery fee: RM 4
Platform fee (at 5%): RM4.50
Total refund for whole order: RM98.50

Full refund for a single item(s) in a cart order
If there are multiple items in the order, the delivery fee will not be refunded. The platform fee, Carousell BNPL fee and other buyer-incurred fees will be apportioned and refunded. The listing price will include any promotional discounts applied.
Example:
Listing A: RM18
Listing B: RM27
Listing C: RM45
Delivery fee: RM4
Platform fee (at 5%): RM4.50
Total refund for Listing A: RM18 + RM0.90 (apportioned platform fee of 5%) = RM 18.90

Partial refund where the order only consists of a single item

Delivery fee, platform fee, Carousell BNPL fee  and any other buyer-incurred fees will not be refunded if partial refund for a single item is given as the resolution outcome.