1. Application for Returns/Refunds

1.1. Subject to the terms and conditions in this Refunds and Returns Policy and the Terms of Service, Buyer may apply for return of the purchased items (“Item”) and/or refund prior.

1.2. Buyer may only apply for the refund of the Item in the following circumstances:

• The Item has not been received by Buyer
• 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, color, etc.) to Buyer
• The Item delivered to Buyer is materially different from the description provided by Seller in the listing of the Item
• The Item received is a counterfeit item
• The Item received has physical damage (e.g., dented, scratched, shattered)
• The Item received is faulty (e.g., malfunction, does not work as intended)

1.3. The buyer must raise the concern through our Help Centre or any related channel that links to Collektr within 48 hours upon receiving the item.

1.4. Collektr will review each Buyer’s application on a case-by-case basis and, in its sole discretion, determine whether Buyer’s application is successful.

1.5. Refunds are generally only granted if the item received is significantly different from what was described, or in cases where the seller fails to meet their obligations. All refund requests must meet Collektr’s established criteria. All refund requests will be evaluated fairly and reasonably, in accordance with Collektr’s policies and the applicable Malaysian Consumer Protection Act 1999.

1.6. If a refund request does not meet Collektr's criteria, but the buyer still insists on a refund, the buyer will be responsible for covering the processing fee, which will be 5% of the total amount of the order.

1.7. If a refund request is initiated by the Seller due to reasons such as product unavailability, sold elsewhere, or other stock-related issues, the refund will still be processed to the Buyer; however, the Seller will be charged a 5% processing fee based on the total order amount.

It is the Seller’s responsibility to maintain accurate inventory and product availability on the platform. Repeated offenses may result in further action by Collektr, including product delisting or seller account suspension, to prevent "joyselling" (listing products not genuinely available for sale).

1.8. The approval of your request for refund and return will be made by Collektr in its sole discretion. Buyer acknowledges and agrees that Collektr's decision is final, conclusive, and binding, and covenants and agrees that it will not bring suit or otherwise assert any claim against Collektr in relation to such a decision.

2. Right of Sellers

2.1. When Collektr receives an application from Buyer for the return of the Item and/or refund, Collektr will notify Seller in writing. Seller may respond to Buyer’s application according to the steps provided by Collektr in the written notification. Sellers must respond within the timeframe stipulated in the written notification. Should Collektr not hear from Seller within the stipulated period, Collektr will assume that Seller has no response to Buyer’s application and will proceed to assess Buyer’s application without further notice to Seller. Collektr will review each Seller’s response on a case-by-case basis and, in its sole discretion, determine whether Buyer’s application may be successful against the circumstances stated by Seller.

3. Condition of Returning Item