Refund Policy for Exbit Store

1. Introduction

At Exbit Store (“We”, “Us”, “Our”), We are committed to ensuring Your satisfaction with the Goods purchased from Our Platform (https://exbit.store). This Refund Policy outlines the conditions under which returns and refunds will be processed. This Policy is designed to be fair to both You, Our valued customer (“You”, “Your”), and Exbit Store, and is in accordance with the Consumer Protection Act 1999 of Malaysia 1, which provides for consumer rights in relation to the quality and fitness of goods.

For the purpose of this Policy:

• “Return” means the process of You sending back a purchased Item to Us.
• “Refund” means the reimbursement of the purchase price of an Item to You.
• “Item” means a product or good purchased by You from Exbit Store.

2. Eligibility for Returns and Refunds

To be eligible for a return and potential refund, Your request must generally meet the following criteria:

• Timeframe: You must initiate a return request within [e.g., 7, 14, or 15] calendar days from the date of delivery of the Item. The specific timeframe chosen by Exbit Store should be competitive yet manageable; Lazada and Shopee offer periods ranging from 7 to 15 days for most items, with longer periods for specific categories or promotions.26
• Condition of Item: The Item must be in the condition it was received, unless the return is due to the Item being defective or damaged upon arrival. For most returns, this means the Item must be unused, in its original packaging (including any seals, tags, labels, and shrink-wrap intact), and include all accessories, manuals, warranty cards, and any free gifts or bundled items that came with it.28

3. Valid Reasons for Return

We accept returns for the following reasons, consistent with common e-commerce practices and consumer rights 27:

• Damaged Item: The Item was received by You in a damaged condition (e.g., dented, scratched, shattered).
• Defective Item: The Item is faulty, malfunctions, or does not work as intended due to a manufacturing defect.
• Incorrect Item Received: You received an Item that is different from what You ordered (e.g., wrong size, wrong color, wrong product).
• Incomplete Item/Order: The Item received is missing parts, accessories, or the quantity received is less than ordered.
• Item Does Not Match Description/Pictures: The Item received is materially different from the description or images provided on the Platform at the time of purchase.
• Counterfeit Item: The Item received is suspected to be a counterfeit product. (Exbit Store must have a clear policy on how it handles authenticity claims, especially as a direct seller).
• Expired Product: The Item received was past its expiry date upon delivery.
• Change of Mind: (If offered by Exbit Store) Please refer to Section 3.4 for specific conditions related to “Change of Mind” returns.

Returns for “Item Not Received” will typically be handled as a non-delivery claim leading to a refund or re-shipment after investigation, rather than a physical return process.

4. Conditions for Returns (General and “Change of Mind”)

• General Conditions for All Returns:

• Proof of Purchase: You must provide valid proof of purchase, such as Your order ID number or electronic receipt.
• Original Condition: Unless the return is due to the Item being damaged or defective upon arrival, the Item must be returned in its original, saleable condition. This includes all original packaging, accessories, manuals, warranty cards (if applicable), tags, labels, and any free gifts or bundled items. The Item should not show signs of use, wear, or alteration.

• Specific Conditions for “Change of Mind” Returns (If Offered by Exbit Store):
  “Change of Mind” returns are a significant driver of customer confidence but can be operationally intensive. Platforms like Lazada and Shopee have very detailed category-specific requirements for such returns.28 If Exbit Store chooses to accept “Change of Mind” returns, the following conditions (or similar, tailored to product categories) must be strictly adhered to:

• The return request must be made within the stipulated “Change of Mind” return period (which may be shorter than the period for defective items, e.g., 7 days).
• The Item must be in its original, unopened, and sealed packaging if the packaging is designed to be sealed (e.g., electronics, software, beauty products). If the seal is broken, the Item may not be eligible for a “Change of Mind” return.
• The Item must be completely unused, unworn, unwashed, and in immaculate, as-new condition, free from any odors, stains, or signs of wear.
• All original tags, labels, and protective materials must be intact and attached to the Item as originally supplied.
• Specific product categories may have additional or stricter conditions for “Change of Mind” returns, or may be excluded entirely (see Section 3.5). Exbit Store must carefully consider its policy here, potentially creating a detailed table similar to those used by Lazada for product category-specific conditions.28 A well-defined “Change of Mind” policy can be a competitive advantage but requires robust internal processes for inspection and handling.

Product Category Return Conditions (Example for “Change of Mind” if offered)

Product Category	Specific Return Conditions for “Change of Mind”
Electronics (e.g., Gadgets, Audio)	Packaging seal must not be broken/damaged. Item must be in original unopened box. All accessories, manuals, and warranty cards must be returned. Item must be completely unused.
Fashion – Apparel	Original tags and labels must be intact and attached. Item must be unworn (except for trying on), unwashed, and in original condition. Polybag packaging (if any) must be returned.
Fashion – Shoes	Original tags and labels must be intact. Item must be unworn (except for trying on) and in original condition. Original shoe box must be intact and returned.
Fashion – Bags & Accessories	Original tags and labels must be intact. Item must be unused and in original condition. All protective packaging and dust bags (if any) must be returned.
Beauty & Personal Care	Item must be in its original, unopened, and sealed packaging. Item must be completely unused.
Books & Stationery	Item must be in its original condition, unused, and free from any markings or damage. Shrink-wrap (if any) must be intact.
Home & Living (Non-Furniture)	Item must be in its original packaging and unused. All parts and accessories must be included.
Furniture	Item must be unassembled (if applicable) and in its original packaging. Item must be unused and free from damage.

*This table provides clarity on “Change of Mind” returns. Lazada uses such detailed tables [28], indicating this level of detail is necessary for managing customer expectations and operational consistency in the Malaysian e-commerce market. It helps Exbit Store enforce its policy fairly and protects the business from accepting returns of items that cannot be resold.*

 

5. Non-Returnable Items

Certain Items are not eligible for return or refund due to their nature. Clearly listing these non-returnable items upfront manages customer expectations and prevents disputes.26 This list should be tailored to Exbit Store’s product offerings. Such Items may include, but are not limited to:

• Perishable goods (e.g., food items, flowers, if sold by Exbit Store).
• Digital products, software, downloadable content, e-gift cards, or services that have been accessed, downloaded, used, or redeemed.
• Items explicitly marked as “Non-Returnable,” “Final Sale,” or “Clearance” at the time of purchase.
• Personalized, custom-made, or made-to-order Items.
• For hygiene reasons: intimate apparel (e.g., lingerie, underwear, socks), swimwear, earrings, and similar items.
• Opened or used cosmetics, skincare products, fragrances, personal grooming items, and health supplements, unless defective upon arrival.
• Items damaged due to misuse, neglect, or normal wear and tear by the customer.

6. Return Process

To initiate a return, please follow these steps 27:

1. Contact Customer Service: Notify Exbit Store Customer Service within the eligible return period by emailing [[email protected]] or through the contact form on Our Platform.
2. Provide Information: Include Your Order ID, the Item(s) You wish to return, the reason for the return, and clear photographic or video evidence supporting Your claim (e.g., images of damage, incorrect item, or defect).
3. Await Approval: Our Customer Service team will review Your return request. Shopee mentions reviewing each application on a case-by-case basis.30 We will notify You of the approval or rejection of Your request and provide further instructions.
4. Package the Item: If Your return is approved, securely package the Item in its original packaging (if possible) or suitable protective packaging to prevent damage during transit. Include all original accessories, manuals, and any free gifts.
5. Ship the Item Back:

• Return Shipping Cost:

• If the return is due to Our error (e.g., damaged, defective, or incorrect Item), Exbit Store will typically bear the cost of return shipping. We may provide a prepaid shipping label or arrange for a pickup (common practice 30).
• If the return is due to “Change of Mind” (if offered), You will generally be responsible for the return shipping costs.31

• Return Address: We will provide You with the designated return address.
• Shipping Method: We recommend using a trackable shipping service or purchasing shipping insurance for returns, as We are not responsible for Items lost or damaged during return transit if shipped by You.

7. Refund Process

Once We receive and inspect the returned Item, We will process Your refund as follows:

• Inspection: We will inspect the returned Item to ensure it meets the eligibility criteria and conditions stated in this Policy.
• Notification: We will notify You of the approval or rejection of Your refund.
• Processing Time: If Your refund is approved, it will be processed within [e.g., 5-10] business days after We receive the returned Item. Shopee mentions 2 working days for a decision after request, and processing within 5 working days.27 The Consumer Protection Act 1999 implies rights to redress, including refunds, in a timely manner.24
• Method of Refund:

• Refunds will generally be issued to Your original method of payment (e.g., the credit/debit card used for purchase, bank account for FPX transfer).29
• In some cases, or if the original payment method is unavailable, We may offer a refund in the form of Exbit Store credit or a voucher, subject to Your agreement.29

• Refund Amount: The refund amount will typically be the purchase price of the Item. Original shipping fees (if any) are usually non-refundable, unless the return is due to Our error.
• Confirmation: We will notify You via email once Your refund has been processed. Please note that it may take additional time for the refunded amount to reflect in Your account, depending on Your bank or card issuer’s policies.

A transparent and efficient refund process is crucial for customer satisfaction and legal compliance.

8. Damaged, Defective, or Incorrect Items

If You receive an Item that is damaged, defective, or incorrect, please contact Us immediately (preferably within 48 hours of delivery) with Your order details and supporting evidence.

• We will arrange for the return of the Item at Our cost.
• Upon verification, You may choose to receive:

• A full refund.
• A replacement of the same Item (subject to availability).
• A repair of the Item (if applicable and feasible).

3.9. Seller’s Rights (Applicable if Exbit Store operates as a Marketplace in the future)

Currently, Exbit Store operates as a direct seller (Kompotech Sdn. Bhd.). If, in the future, Exbit Store transitions to a marketplace model hosting third-party sellers, this section will be updated to outline the roles, rights, and responsibilities of those sellers in the return and refund process, similar to the frameworks seen on platforms like Shopee.30 This distinction is vital for drafting a policy that accurately reflects current operations but can also adapt to future business model changes.

3.10. Contact Us

For any questions or assistance regarding returns and refunds, please contact Our Customer Service team at [[email protected]] or through Our Platform’s help section.