Refund & Return Policy
1.   APPLICATION FOR RETURN/REFUNDS
1.1   Subject to the terms and conditions in this Refunds and Return Policy and the Terms of Service, Buyer may apply for return of the purchased items (“Item”) and/or refund prior to the expiry of the Mecielo Guarantee Period as stated in the Terms of Service. 1.2  Mecielo Guarantee is a service provided by Mecielo, on User’s request, to assist Users in dealing with certain conflicts which may arise during the course of a transaction. Users may communicate with each other privately to resolve their differences or approach their relevant local authorities to assist them in overcoming any dispute prior, during or after using Mecielo’s Guarantee.
2.   APPLICATION FOR THE RETURN OF AN ITEM
2.1   Buyer may only apply for the refund and/or return of the Item in the following circumstances:
a.   The Item has not been received by Buyer;
b.   The Item was defective and/or damaged on delivery;
c.   Seller has delivered an Item that does not match the agreed specification (e.g. wrong size, colour, etc.) to Buyer;
d.   The Item delivered to Buyer is materially different from the description provided by Seller in the listing of the Item; or
e.   By way of private agreement with Seller and Seller must send his/her confirmation to Mecielo confirming such agreement.
2.2   Mecielo will review each Buyer’s application on a case-by-case basis and, in its sole discretion, determine whether Buyer’s application is successful.
2.3   In the event where Buyer has commenced legal action against Seller, Buyer may provide the formal notification from the appropriate authority to Mecielo to request Mecielo to continue hold the purchase monies until a formal determination is available. Mecielo will, at its sole and absolute discretion, determine whether it is necessary to continue to hold such purchase monies.
3.   RIGHTS OF SELLER
3.1   When Mecielo receives an application from Buyer for the return of the Item and/or refund, Mecielo will notify Seller in writing. Seller may respond to Buyer’s application according to the steps provided by Mecielo in the written notification. Seller must respond within the time-frame stipulated in the written notification (the “Stipulated Period”). Should Mecielo failed to receive any news from Seller within the Stipulated Period, Mecielo will assume that Seller has no response to Buyer’s application and will proceed to assess Buyer’s application without further notice to Seller.
3.2   Mecielo 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.
4.   CONDITION OF RETURNING ITEM
4.1   To enjoy a hassle-free experience when returning the Item, Buyer 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 Buyer on delivery. We will recommend Buyer to take a photo of the Item upon receipt.
5.  LIABILITY OF RETURN SHIPPING FEE
5.1 In the scenario of an unforeseen error from the seller's end (i.e - damaged, faulty or wrong Item delivered to the buyer), the seller will bear buyer's return shipping fee.
5.2   In the scenario of the buyer's change of mind, buyer shall get seller's consent prior to the return request and buyer will bear the return shipping fee.
5.3   In the scenario where both seller-buyer disputing the party liable for the return shipping fee, Mecielo at its sole discretion will determine the party liable for the return shipping fee.
6.   REFUNDS
Buyer will only be refunded after Mecielo has received the confirmation from Seller that Seller has received the returned Item. In the event where Mecielo does not hear from Seller within a specified time, Mecielo will be at liberty to refund the applicable sum to Buyer without further notice to Seller. The refund will be made to Buyer’s designated bank account, as provided by the Buyer.
7.   COMMUNICATION BETWEEN BUYER AND SELLER
7.1   Mecielo encourages Users to communicate with each other in the event where problem arises in a transaction. As Mecielo is a platform for Users to conduct trading, Buyer should contact Seller for any issue relating to the Item purchased, in the chat space provided by Mecielo.
8.  RETURN POLICY
8.1   If you are not satisfied with your purchase (damaged during shipment or wrong item/type/shade/etc), you can send it back to us, as below mentioned;
Returns must be made within 14 days from date of purchase.
Damaged items must be returned together with their original box and receipt.
8.2   Kindly inform us via email at returnitem@mecielo.com before returning the item otherwise the request will not be processed. Your return item will be assigned to a courier of our choosing. The buyer need to provide the return parcel tracking number for all items.
9.   POSTAGE CHARGES
Customers would have to bear the postage fees for shipping item(s) back to us during the return process, then we will refund a maximum of RM5.00 for your return shipping for West Malaysia and RM8.00 for Sabah and Sarawak, charged to your account. Please allow 14 working days for this process to be completed. For more information, kindly email to returnitem@mecielo.com.
10.   RETURN OF PURCHASE ITEM
Kindly email your inquiry to returnitem@mecielo.com with the subject “Return Item”. We will assist you as soon as possible. Please allow 7 working days for your inquiry to be processed. To make the process run smoother and faster, do email your inquiry with picture(s) of your item(s) & its condition and your order details for record purpose.
11.  REFUND OR RECEIPT OF NEW ITEM
We need a minimum of 14 working days from the date we receive your return package, to make the refund. Refund will based on customer actual paid. Voucher cannot be change into cash term
Please email your inquiry to returnitem@mecielo.com. Our team will contact you during working days and hours.
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