[Malaysia] Buyer Protection Refund Policy

As part of our efforts to create a safer and more convenient way to buy and sell, we have launched Buyer Protection, and will be sunsetting Carousell Protection. Rest assured that all features of Carousell Protection still remains, and you can enjoy the enhanced benefits of Buyer Protection. This includes past purchases with Carousell Protection as well. For users on older app builds, you may find the term Carousell Protection, we request that you update your app to the latest version to see the changes and new product features.

Buyer Protection covers the following:

• Item not received* 
• Item 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 there is one or more undisclosed defect(s)

*the team will review the circumstances of non-receipt on a case-by-case basis. Refund value will be capped at courier compensation value for lost mail. Buyers are responsible to opt for a mailing method that provides coverage for the cost of item purchased.

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

How can I get a refund? 

When an item received is not as listed, raise a return immediately and let your seller know what went wrong. Carousell will evaluate your return request and contact you at your registered email, within 24 hours, to ask for additional information or provide advice on the next steps. 

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 which 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 return if the returned item does not meet the above requirements and/ or is due to a change of mind. 

The refund will be processed when the seller has given consent for a refund and 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 shipping fees refunded?

Yes! The initial shipping fee that you paid for the delivery of the product will be refunded when the item has been returned to the seller.