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  • Return and Refunds Policy


    1. Application for Returns / Refunds

    Subject to the terms and conditions in this Refunds and Return Policy and the Terms of Service, Shopper may apply for return of the purchased items ("Item") and/or refund as stated in the Terms of Service.


    2. Application for Return of an Items

    Shopper may only apply for the refund and/or return of the Item in the following circumstances:

    • The Item has not been received by Shopper;
    • The Item was defective and/or damaged on delivery;
    • Seller has delivered an Item that does not match the agreed specification (e.g. wrong size, colour, etc.) to Shopper;
    • The Item delivered to Shopper is materially different from the description provided by Seller in the listing of the Item; or
    • By way of private agreement with Seller and Seller must send his/her confirmation to PG Mall confirming such agreement.

    *Non-returnable - Some items sold on PG Mall are not returnable due to the nature of the item. This applies especially for food/perishable goods.


    Shopper’s application must be submitted via the Whatsapp 011-10697916 or email enquiry@pgmall.my to PG Mall Shopper Support.


    PG Mall will review each Shopper’s application on a case-by-case basis and, in its sole discretion, determine whether Shopper’s application is successful.

    In the event where Shopper has commenced legal action against Seller, Shopper may provide the formal notification from the appropriate authority to PG Mall to request PG Mall to continue to hold the purchase monies until a formal determination is available. PG Mall will, at its sole and absolute discretion, determine whether it is necessary to continue to hold such purchase monies.


    3. Rights of Seller

    When PG Mall receives an application from Shopper for the return of the Item and/or refund, PG Mall will notify Seller in writing. Seller may respond to Shopper’s application according to the steps provided by PG Mall in the written notification. Seller must respond within the time-frame stipulated in the written notification (It should be 48 hours unless otherwise specified) (the “Stipulated Period”). Should PG Mall not hear from Seller within the Stipulated Period, PG Mall will assume that Seller has no response to Shopper’s application and will proceed to assess Shopper’s application without further notice to Seller. PG Mall will review each Seller’s response on a case-by-case basis and, in its sole discretion, determine whether Shopper’s application may be successful against the circumstances stated by Seller.


    4. Condition of Returning Item

    To enjoy a hassle-free experience when returning the Item, Shopper should ensure that the Item, including any complimentary items such as accessories that come with the Item, must be returned to Seller in the condition received by Shopper on delivery. We will recommend Shopper to take a photo of the Item upon receipt.


    5. Delivery Policy & Time

    • An estimated delivery time will be provided to you once your order is placed. Delivery time are estimates and commence from the date of shipping, rather than the date of order. Delivery time are to be used as a guide only and are subject to the acceptance and approval of your order.
    • Unless there are exceptional circumstances, we make every effort to fulfill your order within [5] business days of the date of your order. Business day mean Monday to Friday, except holidays.
    • Date of delivery may vary due to carrier shipping practices, delivery location, method of delivery, and the items ordered. Products may also be delivered in separate shipments.
    • If PGMall is experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, PGMall will contact you via whatsapp / email notification.

    6. Liability of Product Return Shipping Fee


    • In the scenario of an unforeseen error from the seller's end (i.e - damaged, faulty or wrong product delivered to the Shopper), the seller will bear Shopper's return shipping fee.
    • In the scenario of the Shopper's change of mind, Shopper shall get seller's consent prior to the return request and Shopper will bear the return shipping fee.
    • In the scenario where both seller-Shopper disputing the party liable for the return shipping fee, PG Mall at its sole discretion will determine the party liable for the return shipping fee.

    7. Refunds

    Shopper will only be refunded after PG Mall has received the confirmation from Seller that Seller has received the returned Item. In the event where PG Mall does not hear from Seller within a specified time, PG Mall will be at liberty to refund the applicable sum to Shopper without further notice to Seller. The refund will be made to Shopper's c-wallet, credit/debit card or designated bank account, whichever is applicable.