In what condition do we accept product exchange and/or refund?
Kumoten dropshippers are allowed to return products within 14 calendar days from shipment date under the following circumstances:
a) Manufacturing defects.
b) Kumoten delivered the wrong item.
c) Products that have a 3 month warranty description will be honoured.
Product return policy and procedures
(a) Stay Calm and Contact Us. In the event of customer complain or a request for return or refund, please stay calm and contact our Whatsapp Customer Service team at 019-3310990 or [email protected] Our support team is available Mondays - Fridays, 9am - 6pm.
(b) What do we need to verify that the item is allowed for exchange or return? In most cases, we will need your help to get a few photo or video (handphone standard is sufficient, no need studio photography. ) of the item, show us where is the problem and we will get it processed. Off course, we will need to know the order ID too.
(b) (i) How to send the item back to us. Once our support team confirms the return, we shall send you a digital consignment note (PosLaju). Retailers shall be required to inform the buyer to print the digital consignment note and paste it on the return parcel. We will arrange PosLaju to pick up the item from your buyer’s address. If your buyer prefers us to pick up the return item from another address like their work place, please do let us know too.
(ii) How to pack the return parcel. Please remind your buyer to ensure that the parcel has all the items including the packaging in it. Make sure the parcel is not see-through and is well sealed. Paste the consignment note on the parcel.
(c) Exchange or Refund? We suggest you try to ask whether your buyer accepts product exchange as a first option. In any case, you and your buyer shall have the option to either get refund for the item's amount paid as stated in the sales order, or product replacement (same SKU). However, in the event where the particular item is out of stock, Kumoten shall refund the amount to you (dropshipper) and you liaise with the buyer.
(d) How long does it take? The product return or refund normally takes about 7-14 working days to complete. But it takes two to tango, we need to work as a team to resolve the issue. Help us get the necessary information and Kumoten will try our very best to shorten the process.
(e) Communication with buyer. Kumoten does not liaise with end users. We need your help to liaise directly with your buyers because they know you.
(f) Delivery cost. Delivery cost for returning item shall be borne by Kumoten if you follow the procedure of using our digital consignment note. Kumoten shall also bear the cost of sending the item back to the buyer.
(g) Buyer from countries other than Malaysia. The verification process is similar to Malaysia-to-Malaysia returns. Kumoten will still bear the return cost if it meets the Product Return Policy requirements. The only difference is we will use other courier service company and the process will take up to 30 days depending on buyer location and stock availability (worst case scenario). In the case of refund, we shall refund in the same currency in which you paid Kumoten.
Refund or replacement will not be applicable for the following situations:
a) Missing Original packaging
b) Any item that has been worn, or altered.
c) Used items (for cosmetic and other personal items such as undergarments, adult toys)