This document outlines the terms and conditions governing the complaint and refund processes for users (“User”) of the Dapur Mudah platform. By using this platform, Users agree to the terms and conditions set forth below.
1. Acceptance of Terms and Conditions
1.1. By using the Dapur Mudah platform, Users agree to comply with all terms related to the complaint and refund processes.
1.2. Dapur Mudah reserves the right to modify these terms at any time. Any changes will take effect immediately upon being posted on the Dapur Mudah platform.
2. Complaint Process
2.1. Wrong Delivery or Unsatisfactory Product Quality
2.1.1. Users must file complaints about wrong deliveries or products that do not meet expectations within one (1) hour of receiving the product.
2.1.2. Complaints can be submitted through the complaint function in the Dapur Mudah app or by contacting customer service via email or phone.
2.1.3. Users must provide sufficient evidence, including photos of the received product and the order number.
2.2. Damaged Items, Incomplete Products, or Damage During Delivery
2.2.1. Complaints regarding damaged items, incomplete products, or damages during delivery must be reported within one (1) hour of receiving the order.
2.2.2. Users should include visual evidence such as photos of the product and packaging to support their complaint.
2.3. Post-Complaint Actions
2.3.1. After receiving a complaint, Dapur Mudah will investigate and collaborate with the Seller to determine if the complaint is valid and eligible for a refund or other actions.
2.3.2. Dapur Mudah will provide feedback within three (3) business days after receiving a complete complaint with evidence.
3. Refund Conditions
3.1. Refund Approval
3.1.1. Refunds will only be considered for orders that do not meet the criteria specified in the order, such as damaged products, wrong items, or non-receipt by the User.
3.1.2. Refunds will not be considered for cases involving changes in User preference or subjective dissatisfaction unless there is clear evidence of damage or discrepancy.
3.2. Refund Process
3.2.1. If a User’s complaint is found to be valid, Dapur Mudah may choose one of the following options:
– Resend the correct product or replacement, or
– Refund the User the amount paid for the disputed product.
3.2.2. All refunds will be processed using the original payment method used by the User when placing the order.
3.2.3. The time taken to process refunds depends on the involved financial institution, but Dapur Mudah will initiate the process within seven (7) business days after the complaint is approved.
3.3. Conditions for Ineligible Refunds
3.3.1. Users are not eligible for refunds if:
– The complaint is made after one (1) hour of receiving the order.
– The User fails to provide sufficient evidence as stated in Section 2.
– The complaint is based on personal preferences without proof of product defects.
– The order error is due to the User’s own actions (such as providing the wrong delivery address or accidentally placing an order).
4. Limitation of Liability
4.1. Dapur Mudah is not responsible for any direct or indirect losses or damages suffered by Users due to the use of the platform, delivery delays, or the quality of products sold by the Seller.
4.2. The maximum refund that will be provided to Users is limited to the amount paid for the product involved in the complaint. Dapur Mudah will not provide additional compensation for damages exceeding that amount.
5. Rights of Dapur Mudah
5.1. Dapur Mudah reserves the right to reject any complaint or refund request deemed invalid, unfounded, or in violation of these terms and conditions.
5.2. Dapur Mudah reserves the right to suspend or terminate a User’s account found to be making false complaints, abusing the platform, or engaging in actions that compromise the integrity of the complaint system.
6. Amendment of Terms
6.1. Dapur Mudah reserves the right to change or amend these terms at any time. Any changes will take effect immediately upon being posted on the platform.
6.2. Users are responsible for reviewing these terms periodically to ensure compliance.
7. Governing Law and Jurisdiction
7.1. These terms and conditions are governed by Malaysian law.
7.2. Any disputes arising from the complaint or refund process will be resolved through the courts in Malaysia, which have exclusive jurisdiction.
By using the Dapur Mudah platform, Users acknowledge that they have read, understood, and agree to be bound by these terms and conditions.
