Thanks for shopping at Jomblanja.
To ensure your convenience, we abide by our Matdespatch Quality Manifesto in all aspects of our service to you. If you are not satisfied with your purchase for any reasons, please contact us and let us know how we may help.
1. Cancellation
1.1 We may cancel your Order if your product(s) is not available for any reason. You are entitled to a refund at the price which you have paid during checkout cart via online payment, subject to the period of time your bank required to arrange such refund.
1.2 The Customer may cancel the order at no charge if the notice is given is at least 48 hours prior to the delivery date and time
2. Return
2.1 You are advised to check, inspect and examine your items upon delivery. Our rider will assist you in this process. You are entitled to reject items that are found damaged on delivery or item provided not as ordered. Jomblanja reserve the rights to approve or disapprove your request and our decision is final. The total price of all such rejected items will be deducted from your Total Bill upon approval from Matdespatch management.
2.2 We allow you to reject the following category of Goods within the specific time:
a) Perishable Goods and Semi Perishable Goods
(example fish, vegetables, dairy products, fruits, bread, onion, potato, pies,
cake etc.) – at the time of delivery;
b) Non Perishable Goods (example canned products, dry goods, toilet paper, detergent, household products etc) – at the time of delivery.
2.3 If you are dissatisfied with the items delivered or are unable to receive the items you ordered, we will not proceed with a re-delivery of your desired items or aid you in exchanging your items. In such cases, you may proceed with making a separate order that includes your desired items.
3. Refund
3. 1 While we do our best to ensure that your receive your items well, we want to sort out any issues for you. You may contact our Customer Service team in the event of –
Wrong items: If the items you received are of wrong quantity, size, color or design, please take a photo with the order number and a short description; email us within 3 days upon receipt.
Damaged items: If the items you received are found to have damages or defects, please take a photo with the order number and a short description; email us within 3 days upon receipt.
Missing items: For any missing items, please email our after sales team at contact@matdespatch.com with the following details, within 3 working days upon parcel collections. Details include UserID & Order number or Parcel number.
For any suspicious missing parcel (after 7days of ETA) or parcel status that has been updated to “Completed” or “Acknowledge” before it has been collected, please email our after sales team at contact@matdespatch.com within 7 working days.
The after-sale email address is contact@matdespatch.com, we will reply you within 3-5 working days after checking with our team and sellers. The compensation for wrong items or missing items is up to the full insured value. The compensation for damaged items depends on the severity of the damages and up to the full insured value. You are advised to check inspection coverage session.
Items returned to us without email/enquiry approval will not be refunded.
3.2 Inspection Coverage Session
3.2.1 Quantity
Quantity of items will be checked to see if they match the quantity ordered. (E.g. If you ordered 10 packs of hairpins with 100 pieces in each pack. We will only check and ensure that 10 packages are received and delivered.)
3.2.2 Design
Items will be compared with the photograph of the item on the third party seller’s website. Do note that we might not be able to discover or non-apparent defects.
3.2.3 Color
General colour of the product will be checked. (Any small portion of color or design differences is not included in our check. Hot pink and Rose pink are all consider as pink. The colour of a product may vary from the colour as seen on your screen as colours represented on each screen may also vary depending on setting.)
3.2.4 Size
Size will be checked according to the label on the item. We cannot be held responsible if the seller tag the wrong size to the item.
3.2.5 Obvious defects
Obvious defects which can be detected visually such as tears, holes, scratches, stains, dents etc will be checked for.
Note:
* For purchases with unit price below RMB 50.00, only the quantity of your purchases will be checked.
* For bulk purchases, random spot checks will be conducted. (Eg. A single order with quantity above 100 pieces; inspection will be conducted randomly on the color, design & etc. instead of piece by piece, and we can only ensure about 95% accuracy in quantity.)
* For items that come in wooden crates or original packaging, inspection will not be conducted.
* For items packaging/boxes, inspection will not be conducted.
* Authenticity of product cannot be verified, please see note ** below.
3.3 Inspection does not include:
3.3. 1 Expiry Date
Expiry date of goods will not be inspected, unless it is stated in the “remark” section when the order is placed. However, we suggest you to take into consideration the shipping duration of international shipping, before you place order for item with expiry date. (Eg. Item has reached SGshop China warehouse before expiry date, however if you choose sea shipping which may take 19-32 working days to your doorstep, by the time you receive the item, expiry date may have already passed.)
3.3.2 Quality issue
Quality/functionality tests will not be conducted during the inspection. SGshop will not be held responsible for any quality or functionality related issues.
Upon receiving of item, if quality/functionality issue is discovered, you can report to us, and we will try to assist by contacting the seller for repair/exchange,but shipping cost will be borne by you.
If item has already been used, and quality/functionality issue is discovered, you can still report to SGshop as long as item is still within warranty period, and original purchase receipts and quality assurance cards are still present.
SGshop cannot promise that the sellers will fully satisfy your requirements; however, we will try our best to help you contact with the sellers.
Please take note that merchants may reject replacing goods that are:
a) Modified or DIY products which requires self assembling (eg: furniture, components) ;
b) Items that are no longer valuable once opened i.e. software packages;
c) Items with absent original purchasing proof; and/or
d) Free gifts (quantity and quality)
e) Items that show wear and tear from use.
3.4 We shall review your claim at our sole discretion. After being approved by our management, such refund shall be made in accordance with the following payment method upon placement and/or completion of your Order:
(i) Payment via credit card or debit card
We will notify you via email on the approval of refund and you are advised to check with your issuer bank on the status of refund (each issuer bank will have different time period to reflect the refund sum in the bank account/ statement).
3.5 All refunds for orders will be processed net of discount. For example, if you used a 10% discount voucher for your order and would like to reject an item which has an original price of RM5.00, your final refund amount for the item will be RM4.50.
**IMPORTANT:
Please note that our inspection services does not include verifying the authenticity of a product. Accordingly, neither the logistics centre in China nor we at the SGshop are able to check on or verify the authenticity of any products that you order. You agree to fully check all information and photographs made available by the seller that you have selected, and to communicate with such seller for additional information as you may require in order to satisfy yourself on the authenticity of the products that you with the price of similar products sold in retail shop in Malaysia, and if the prices of the online seller are very much lower than the retail shops in Malaysia, the products may not be authentic. Do not buy if you have any doubts on the authenticity of any products from any online seller. We will not be responsible for any counterfeit products, and you agree that you will bear full liability as the principal of the indemnified parties, fully defend, hold harmless and indemnify SGshop, the logistics centre in China, all directors, shareholders, employees, officers and agents of SGshop (“indemnified parties”) in the event that any of the indemnified parties face a third party claim or suffer damages or incur expenses as a result of the counterfeit products ordered by you and brought into Malaysia on your behalf by SGshop as your agent acting on your instructions, including but not limited to settlement fees, court action fees, statutory penalties, and legal fees on a solicitor-client basis.