Preloved.my

At Preloved.my, we aim to offer a transparent and fair platform for all transactions. To ensure clarity for both buyers and sellers, we have implemented the following return and refund policy:

• No “Change of Mind” Policy: We do not accept returns or refunds due to a change of mind. Please carefully review the product details before making a purchase.
• Return or Refund Requests: If an issue arises with your purchase, a return or refund request must be raised within 5 days of receiving the item. Please include all relevant details and evidence to support your request.
• Resolution Process: Preloved.my will thoroughly review the details and evidence provided by both the seller and buyer. A resolution will be made within 7 days of the request.
• Final Decision: Any decision made by Preloved.my is final and is based on the careful consideration of the information and evidence provided by both parties.
• Additional Evidence Requests: In the event of a dispute, Preloved.my reserves the right to request more information and evidence from both parties. This can include, but is not limited to, photos or videos of the packing process, unboxing process, and other relevant details to help verify the claims.

We encourage clear communication between buyers and sellers prior to completing any transaction. If disputes arise, our support team is available to assist in resolving the issue fairly.

Common Scenarios Where Disputes Can Happen on Preloved.my

While we aim to provide a smooth and secure buying and selling experience, disputes can still occasionally arise. Here are some common scenarios where disputes may happen and how they can be resolved through Preloved.my’s dispute resolution process:

1. Item Not as Described

A buyer receives an item that is significantly different from the product listing or description. For example, the condition, size, color, or functionality may not match what was promised in the listing.

• Resolution: The buyer can file a dispute within 5 days, providing evidence such as photos or videos of the discrepancies. Preloved.my will review the information from both parties and make a final decision based on the details provided.

2. Item Not Received

The buyer has completed payment, but the item has not been delivered within the expected timeframe or shipping details were not provided by the seller.

• Resolution: The buyer can raise a dispute, and the seller will need to provide proof of shipment or tracking information. If the seller cannot prove shipment, Preloved.my may decide in favor of the buyer and process a refund.

3. Damaged During Shipping

The item arrives damaged due to improper packaging or mishandling during shipping. While the item was shipped, it does not arrive in the expected condition.

• Resolution: The buyer can submit photos of the damage, and Preloved.my will review the shipping details, including whether the seller provided adequate packaging. The decision will consider both sides of the situation.

4. Counterfeit or Fake Items

The buyer receives an item that they believe is counterfeit or fake, especially if the product was listed as a branded or authentic item.

• Resolution: The buyer can file a dispute and provide evidence, such as brand authenticity checks or photos comparing the item to the authentic version. Preloved.my will investigate and, if the item is found to be fake, may issue a refund and take action against the seller.

5. Incomplete or Missing Items

The item received is incomplete or parts are missing. For example, a product may be sold as “new in box” but arrives without all accessories or components.

• Resolution: The buyer can raise the issue with photos showing the missing components. Preloved.my will contact the seller to verify whether the missing parts can be delivered or if a partial refund is appropriate.

6. Wrong Item Sent

The buyer receives an item different from what was ordered, such as a completely different model, size, or variant.

• Resolution: The buyer can file a dispute and submit photos of the wrong item received. Preloved.my will assess the claim and work with the seller to provide the correct item or issue a refund.

7. Payment Issues

The buyer claims they were charged incorrectly, or the seller claims they did not receive the payment despite the buyer’s confirmation.

• Resolution: Preloved.my will investigate the payment records, including Escrow transactions, to verify if the payment was processed correctly. Based on this, a decision will be made to resolve the dispute.

8. Shipping Delays or Failure to Ship

The seller has not shipped the item within the agreed-upon timeframe, or the buyer experiences significant shipping delays without reasonable explanation.

• Resolution: The buyer can file a dispute for delays, and Preloved.my will review shipping information. If the seller fails to ship the item without justification, Preloved.my may cancel the order and issue a refund to the buyer.