Return & Refund Policy

For Return & Refund issue(s), you can contact us at contact@borong.com or WhatsApp us at our Buyer WhatsApp support channel, and/or refer below.

1. Definitions

Return

Return are the rules retail merchants established to manage the process by which customers return or exchange unwanted or defective merchandise that they have purchased previously. Return policies are an extension of the customer service retailers provide; they tend to be fairly liberal as a consequence. For this reason many consumers hold the mistaken belief that they can always return merchandise for a full refund regardless of the circumstances. In reality, both regular and online merchants enjoy great leeway in establishing individual policies. As returns have become more prevalent and more costly, some merchants have imposed tighter restrictions on merchandise returns.

Refund

Pay back (money), typically to a customer who is not satisfied with goods or services bought.

Borong and its' interpretation & annotation:

Return is a structured process created by Borong; for its Suppliers to provide the Retailer who(m) requested the return & refund with the same unit(s) and/or SKU that is non-defective and/or non-damaged in nature. Borong will process the refund in direct cash within 7 working days directly to Retailers.

2. Borong's Return (or Exchange) & Refund Policy

Good(s), product(s), item(s) or service(s) provided and/or fulfilled and/or shipped and/or handled by Borong, including Warehouse Deals or Fulfill-by Borong Account, must be returned within 3 to 5 working days of receipt of shipment.

Some products have different policies or requirements associated with them. For example, due to hygiene issues, certain product categories, such as fresh produce, are exempted from our return & refund policy.

3. Third-Party Sellers

If you have purchased from a third-party seller (the vast majority of sellers on Borong are a third-party seller, as are most sellers within Borong), your return will be sent back to the seller instead of Borong.

While most sellers offer a returns policy equivalent to Borong's Return & Refund Policy, some may vary.

If the Buyer's request of Return & Refund has been successful and as the order of section 4, 5, 6 and 7 as below, the Seller must either:

• provide a return address within Malaysia and provide a prepaid return label; or
• offer a full refund

Returns for items purchased via delivery with services must be scheduled for pick up or exchange. If a Seller does not schedule a return, or is non-responsive to schedule an appointment for the return of your items, please contact us at contact@borong.com.

4. Borong Buyers and Fairness Insurance Policy

If items sent within Malaysia and the order is valued at RM 100.00 or more, buyers are required to insure the shipment for the value of the merchandise.

Items valued over RM 50.00 must be returned to the seller with a trackable shipping service.

5. Documents Required for a Valid Return & Refund

• Proof of payment (Receipt and Invoice) with Order ID
• 3 clear photographs of the items
• Reason for Return/Refund
• Bank details (For refunds)

Borong and/or suppliers will take action depending on the refund or replacement.

6. Requirements for a Return & Refund Submission

You may request for a return and refund due to any of the following reasons:

• Damaged Items — The product SKU arrived with damaged exterior packaging. The item should remain unopened.
• Defective Items — The product SKU arrived with damaged interiors, only noticeable after packaging has been opened.
• Wrong Products — The product SKU does not match the quotation / invoice / receipt. Product should remain unopened and unused.
• Late Delivery — The products were sent late after 5 working days (upon order placement) without any confirmation and communication from the Seller or Borong.
• Expired or Nearly-expired Products — The products delivered by the suppliers are near the expiry date [less than three (3) months] without informing the buyers (or listed on the product description) beforehand.