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Criteria eligible for return and refund

1) Did not receive the order

2) Received an incomplete product (missing quantity or accessories)

3) Received the wrong product(s) (e.g.  wrong colour, different product)

4) Received a faulty product (e.g. malfunction, does not work as intended)


[Refund Request] What are the supporting documents required for a refund request case?

1. Non-Receive Claim

  1. Formal shipping proof (i.e. delivery receipt and tracking number if any).

2)  Buyer Received Wrong / Damaged / Malfunctioned Item / Incomplete Order

Proof that is commonly required for such claim:

  1. Pictorial proof (Physical item damages, consignment note of item received, picture of all item received in the parcel)

  2. Video proof (Malfunction item)

  3. Chat history or any other evidence showing prior negotiation with the seller


[Return Refund] Who bears the shipping fee to return the parcel to the seller?

  1. Within 14 days from item’s delivered date , seller will bear the shipping costs 

  2. After 14 days from the item's delivered date , the buyer will need to bear the return shipping fee when returning items to the seller. 

[Return Refund] Who bears the shipping fee to return the parcel to the buyer?

  1. Within 14 days from item’s delivered date , seller will bear the shipping costs 

  2. After 14 days from the item's delivered date , the seller will need to bear the return shipping fee when returning items to the buyer. 

  3. If the final verification proves that the item does not have any malfunction, the buyer will bear the shipping cost to return the item to the buyer.


Example

Jason bought an Innergie 60C on 1 Jan 2020. He got the parcel on 4 Jan 2020. He found out that the product cannot charge any device. Jason contacted the customer team and requested the warranty. He will need to send a video proof that 60C was not able to charge any device. After Innergie (MY ) verified and confirmed that 60C was malfunctioning, Jason is required to send back the item to the Innergie (MY)  for further checking. Jason needs to pay the shipping fees first when he sends back the parcel to Innergie (MY). When Innergie (MY) receives the parcel and verifies the item is malfunctioning, Innergie will send the new 60C to Jason. The shipping fees are borne by Innergie (MY) and the shipping fees ( Jason sends the item to Innergie (MY) for warranty ) will bank into Jason's bank account within 1-3 days.

 

 

 

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