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Return / Exchange Policy
What is the return policy? Most orders are returnable within 7 calendar days upon receipt if they are incorrect, damaged or defective.
- Incorrect:The item is not the item you ordered. The model or colour is different from what is indicated on the order summary, or there are missing items or parts inside the packaging.
- Damaged:The item is found to be damaged upon receipt.
- Defective:The product is not functioning as described by the manufacturer.
Certain items are not eligible to be returned or refunded, such as fridge and washing machine due to certain issues.
Returned items must meet the following requirements:
- The item must be shipped back to us within 7 calendar days upon receipt (as proved by the postal or courier receipt)
- Item must be in new condition and returned in its original packaging along with all accessories (including manuals, warranty cards, certificate of authenticity) and free gifts received with it. All packaging must be unused, unmarked and not defaced in any manner.
- Item must be unused or hasn’t been installed.
- All securely sealed items must not be opened, especially electronic items (unless our service centre can ascertain that they were found defective at the time of opening).
Will I get a refund in case of returning the item? You will be eligible for a full refund if the item has been inspected and verified that the item was in perfect condition as described above.
Can I return a damaged or defective product after 7 calendar days upon receipt? If the item is covered by Replacement Warranty, you may bring the item to any Senheng outlet to verify and process the return warranty accordingly.
How do I return an item? You may email us at ccc@senheng.com.my or call us at +6016 299 1398 for any enquiries / questions.
Refunds
Depending on the mode of payment you’ve selected upon transaction, you will be offered the mode of refund based on your payment mode and may be required to enter additional information. When will I receive my refund? Depending on the mode of payment you’ve selected upon transaction, you will be offered mode of refund based on your payment mode, which will take between 1 to 15 working days depending on our partnering banks. Please consult the table below for details.
When will I receive my refund? Depending on the mode of payment you’ve selected upon transaction, you will be offered mode of refund based on your payment mode, which will take between 1 to 15 working days depending on our partnering banks. Please consult the table below for details.
App
Return
(a) Senheng App Policy
Please take note that the processing time of your refund will depend on the type of refund and the payment method you used. Learn everything you need to know about our Refund Policy. Refund Types Seller will process your refund according to the following refund types: 1. Refund from cancelled order – Refund is automatically triggered once cancellation is successfully processed. 2. Refunds from returns - Your item is returned to the seller and seller will check the item condition, if everything is good in condition, then the system will process the refund. 3. Refunds from failed deliveries - Refund process starts when the item has reached the seller. Please take note that this may take more time depending on the area of your shipping address.
1. 7 DAYS RETURN TO SELLER
A return to seller policy is when Sellers will either approve or reject a Return Request based on a valid return reason and additional feedback given by customers when initiating a Return Request.
As part of this process, you or the seller may initiate a chat for discussion on the Return Request prior to the Seller’s approval/rejection – you may dispute this decision if you do not agree with this decision.
The return validity is 7 days for all the items. You can check your item’s Return Policy and validity in the service section on the product page. The return validity period starts from the delivered date.
2. NON-RETURNABLE
Some items on Senheng App are non-returnable due to the nature of the item. This applies for perishable food/perishable goods.
The service section on your product page will not be visible if the item falls under ‘Non-returnable’ item.
Return Cancellation
Now you can cancel your return request to Seller and warehouse provided it is pending drop-off or pick-up. Follow these two (2) steps to Cancel a Return Request:
Step 1: Click on the ‘Cancel’ button at the bottom of the Pending Merchant Approval or Pending Pick Up/ Drop Off.
Step 2: click ‘Yes’ to confirm cancel return/ refund request.
The request will be cancelled immediately. You will see the status of Return Request Cancelled!
(b) How do I process Return/Refund item(s) to the seller?
In the Return to Seller policy, you have 7 days to initiate return after receiving the item. Generally, you should initiate a return as soon as possible to avoid the seller’s rejection and question validity.
In the Return to Seller policy, you have 7 days to initiate return after receiving the item. Generally, you should initiate a return as soon as possible to avoid the seller’s rejection and question validity.
1. Start your return
Submit your return request within 7 days from the day the item is delivered. The seller will respond to your request in 3 business days.
Submit your return request within 7 days from the day the item is delivered. The seller will respond to your request in 3 business days.
2. Ship the item back
If return is agreed by the seller, select your preferred shipment in 3 business days, pack the item with the Return Label, and ship it back in 7 days. Make sure to return the item in the condition in which it was received.
If return is agreed by the seller, select your preferred shipment in 3 business days, pack the item with the Return Label, and ship it back in 7 days. Make sure to return the item in the condition in which it was received.
3. Receive Refund
Once the seller receives the item, they have 3 business days to check the condition of the returned item and issue your refund.
Once the seller receives the item, they have 3 business days to check the condition of the returned item and issue your refund.
7 days return
Step 1: Go to Item Order, click on the ‘Return/Refund’ button then click on the ‘Confirm’ button. Then select the reason and upload a clear image of the product to illustrate the product condition, after that click on the ‘Submit’ button.
Step 1: Go to Item Order, click on the ‘Return/Refund’ button then click on the ‘Confirm’ button. Then select the reason and upload a clear image of the product to illustrate the product condition, after that click on the ‘Submit’ button.
Once you submit the Return/Refund, the seller will take within 3 working days to check and approve the request.
Step 2: Once the seller approves the return/refund, you need to choose the preferred return shipping options.
Step 3: After selecting the return shipping method, please click on the ‘Confirm Shipping Method’.
Note: you have 3 days to select a shipping method ‘Pick Up/Drop Off’. After 3 days failed to respond will result in the cancellation of your return request.
Step 4: After confirm select ‘Drop off’, please pack the item properly and drop it off to the logistics company within 5 days.
Or after confirm select ‘Pick Up’, please pack the item properly and the logistic delivery team will collect the parcel from you.
Once the seller receives the item and the item is in good condition, it will process a refund. Below the image shows the refund completed.
Note: Your refund will depend on the condition of the item – the seller may reject your refund if the item is damaged during return shipping because it wasn’t packed properly. If the item is packed well but the item is still damaged, you will be refunded.
Sharing some tips to make sure you pack your return item(s) well and it is not damaged in the return process.
- Repack the item(s) with the original product packaging Styrofoam, air cushion, bubble wrap and carton boxes used when you received the item.
- Tape the package to seal all the openings.
- Label fragile if required.
- Download, print and use the Return Label issued by Seller as tracking details are automated.
- Drop off only at the courier you selected when initiating the return.
- If the original box was torn, use a sturdy box to repack the item, make sure there are no empty spaces in the box and that each item is wrapped 2-3 layers of bubble wrap to absorb impact.
Note: You should pack the item(s) well to prevent damage during return shipping – even if it was already damaged upon receiving.
(c) How do I process Return/Refund item(s) to the seller?
In the Return to Seller policy, you have 7 days to initiate return after receiving the item. Generally, you should initiate a return as soon as possible to avoid the seller’s rejection and question validity.
1. Start your return
Submit your return request within 7 days from the day the item is delivered. The seller will respond to your request in 3 business days.
2. Ship the item back
If return is agreed by the seller, select your preferred shipment in 3 business days, pack the item with the Return Label, and ship it back in 7 days. Make sure to return the item in the condition in which it was received.
3. Receive Refund
Once the seller receives the item, they have 3 business days to check the condition of the returned item and issue your refund.
(d) Checklist to ensure proper return process
We want to ensure that you have a smooth return process and get your refund (subject to approval) on time.
You must return the item in the same condition in which it was received, and must include all the accessories, bundled items, freebies, original tags, warranty cards and manuals that were in the original package.
If the returned item is used, altered, missing any items from the original package, or is damaged during return shipping because it wasn’t packed securely, some sellers may reject your refund.
We want to make sure this does not happen to you. Please follow the simple checklist before returning the item(s)
- Original packaging is undamaged (except for returns due to damage – packaging is already damaged when receive)
- Item is undamaged – physically & functionally (except for returns due to damage or malfunction)
- Items are unused and unaltered.
- All accessories, freebies and bundled items are included.
- All user manuals and warranty cards are included.
- Original tags and labels are attached.
Note: if you return an item that does not meet any of the above requirements, your return and request for return may be rejected.
Take pictures or short clips of the item before shipping back to seller:
- Condition of items before you pack
- Internal view that shows all items are included and protected from damage with Styrofoam, bubble wrap etc.
- External view of the package with return label.
Note: In the event your refund is denied by the seller, you can dispute for Seller to step in and provide proof to get a refund.
(e) Can I change my refund method for my returns?
No. Seller will refund the payment method you used for the transaction. Customers unable to change the refund method.
(f) How do I track my returns?
Step 1: On Senheng App, click on ‘Profile’ and under the ‘My Orders’ section, click on the ‘Returns & Cancellations’ to view the list of your return items
Step 2: At the ‘Returns & Cancellations’ page, click on the return status you would like to track and you will see the details of the return status.
(g) What can I do if my return is rejected?
We are here to help if you are not able to resolve your return with the seller. You can dispute when the seller:
- Rejected the return upon receiving your return request
- Rejected the refund upon receiving the returned item
When your return or refund is rejected, you will see a Dispute action to click on in My Orders. A dispute agent will be assigned to the investigation and will attempt to come to a resolution within 5 business days
Here’s what you should know in a dispute:
- Keep track of the case via email – A dispute agent will be assigned to the investigation and may reach out to you requesting proof based on your return reason and claim.
- Respond to request for proof within 3 days – When requested for image/video proof, be sure to respond within 72 hours to avoid case closure.
- Communicate positively & provide objective proof – We look at the proofs, circumstances including the buyer and seller profile, in order to come to a resolution.
(h) Common Dispute Scenarios
Return is rejected due to damage upon delivery
If your package arrives damaged – dented, smashed, punctured with holes, wet, or with clear signs of broken seals, you should start a return and inform the seller as soon as possible. If the item is damaged but you are happy to keep the item, enter a partial refund amount when you submit the request and some sellers will be happy to refund.
In the event of a dispute, an investigation will be launched to review if the item is damaged due to poor packing by the seller or the courier who handled the package.
To help expedite the process, submit picture/video proof of the package condition in which it was received and the internal view of the item – whether it is bubble wrapped, cushioned with an air cushion or Styrofoam.
Refund is rejected due to return damage
If a return is accepted, please return the item within the given timeline and pack the item securely to prevent damage during return shipping. The seller may reject your refund if the item arrives damaged. You can dispute when your refund is rejected, and provide the image/video proof taken before you ship off the package:
Packaging and condition of the item
- View of all item(s) in the package
- View of the sealed carton box/bags
- Return label pasted on the package that shows seller address and contact number clearly
If the item is damaged during return shipping because it wasn’t packed properly, your refund is likely to be rejected.
Return is rejected due to missing accessories/quantity
Dispute agents will review the packaging condition to see if it has been tampered during shipping. In most cases, disputes with a missing claim will result in a return. Pack the item securely and keep track of the return shipping using the tracking details provided.
Return is rejected due to wrong item received
Disputes with a claim of receiving the wrong item would typically result in a return. Pack the item securely and keep track of the return shipping using the tracking details provided.
Return is rejected due to malfunction (item doesn’t work properly)
If the item doesn’t work as advertised, you are encouraged to chat with the seller for instructions and details. If there isn’t any response or the instructions don’t work, the dispute would most likely result in a return. Pack the item securely and keep track of the return shipping using the tracking details provided.
(i) Quality of Proof
The quality of the proof you submitted will be important for us to make a sound resolution – poor image/video quality or irrelevant proof will be judged insufficient to support your return claim and the dispute will be closed with no refund.
Respond to request for proof within 3 business days to avoid case closure. In any case, if your proofs are unclear, a notice will be given for a resubmission – if it is still within the given timeline.
(j) Why does the Senheng App have these policies?
We want to make sure that Senheng App is a fair place to buy and sell, for both our buyers and sellers. When we review a dispute case, we look at
Seller takes actions against buyers with a history of abusing our policies. This includes buyers who may be submitting dishonest return requests, disputes, and claims. We encourage you to communicate politely with the seller, and provide objective evidence when requested.
Refund
(a) Senheng App Policy
Please take note that the processing time of your refund will depend on the type of refund and the payment method you used. Learn everything you need to know about our Refund Policy.
Refund Types
Seller will process your refund according to the following refund types:
- Refund from cancelled order – Refund is automatically triggered once cancellation is successfully processed.
- Refunds from returns - Your item is returned to the seller and seller will check the item condition, if everything is good in condition, then the system will process the refund.
- Refunds from failed deliveries - Refund process starts when the item has reached the seller. Please take note that this may take more time depending on the area of your shipping address.
(b) How soon will I receive my refund after returning an order?
After the seller agrees to accept your request Return and Refund, select your preferred shipment in 3 working days, pack the item with the Return Label and ship it back in 7 days. Make sure to return the item in the condition in which it was received. if failed to return the package within 7 calendar days, the seller will cancel the Return and Refund request.
After you have dropped off your return package (or it has been picked up from you if applicable) it will take around 5 working days on average for the return package to be received by the Seller.
Once the Seller receives the returned package, a quality check will be done and a passed quality check will result in acceptance of return request. For items returned directly to Seller, you must contact the Seller directly to check on the wait time.
Return Accepted: If your item passes seller warehouse quality check, a ‘Refund Issued’ status will be reflected on the ‘My Orders’ page in your account. On top of that, an email notification stating that your refund is being processed will be sent to your registered email address as well. This indicates that Seller’s refund processing timeframe has started.
For the refund process, if you used a credit card to purchase the item, Seller will take 1 – 3 working days for the refund to be processed to your card. Then, it would take another 5 – 15 working days for the bank to process the said refund and reflect it in your statement. Similarly, if you used eWallet for the purchase, it will only take up to an hour for the refund process to be fully completed.
Return Rejected: If your item does not pass seller warehouse quality check, a ‘Return Rejected’ status will be reflected on the ‘My Orders’ page in your account. On top of that, an email notification mentioning your return request has been rejected will be sent to your registered email address as well. When this happens, the item will be shipped back to you.
Note:
- The refund amount is inclusive of the shipping fee incurred during the return process.
- For partial return, the shipping fee for the item will not be refunded.
- Any voucher usage during the purchase will require you to reach out to our Customer Care Representative for a revalidation request. Once validated, you may reuse the voucher for future purchases, subject to the voucher terms and conditions.
- If the voucher is issued by the Seller, you would need to reach out to the Seller to see if they are able to revalidate your voucher for future usage (subject to Seller’s approval).
(c) How soon will I be refunded after a Failed Delivery?
You will be receiving email notification to inform you that the courier has failed to deliver the package. The courier will take 5 - 8 working days to return the parcel to the respective Seller for a refund to be processed.
Please note that the courier will make 3 attempts before the package is tagged as Failed Delivery.
Failed Delivery can be potentially caused by one or a combination of these reasons:
- Customer is unreachable or uncontactable.
- There was no trust recipient available to receive the package.
- Package has been rejected at the doorstep.
- Destination of the package is outside of the courier's delivery coverage area.
For the refund process, if you used a credit card to purchase an item before, Seller will take 1 to 3 working days for the refund to be processed to your card. Then, it would take another 5 to 15 working days for the bank to process the said refund and reflect it in your statement. Similarly, if you used Senheng App Wallet for the purchase, it will only take up to an hour for the refund process to be fully completed.
Note:
- The refund amount is inclusive of the shipping fee incurred during the return process.
- For partial return, the shipping fee for the item will not be refunded.
- Any voucher usage during the purchase will require you to reach out to our Customer Care Representative for a revalidation request. Once validated, you may reuse the voucher for future purchases, subject to the voucher terms and conditions.
- If the voucher is issued by the Seller, you would need to reach out to the Seller to see if they are able to revalidate your voucher for future usage (subject to Seller’s approval).
(d) How do I calculate my refund?
The refund made for your order will be a total of the actual paid price for the item(s), together with the shipping fee. Any usage of vouchers will not be included in the refund. You may, however, reach out to our Customer Care team to revalidate the voucher for future purchases, subject to the voucher’s usage terms and conditions.
The refund amount may vary if you experienced partial cancellation or returned only 1 package from the order that you made. Below are some scenarios that you may experience:
Scenario 1:
You purchased an item valued at RM45, paid an extra RM5 for shipping and applied for a Seller voucher of RM10, to reach a total purchase of RM40.
- When cancellation/return occurs; you will be receiving a refund amount of RM40 (item price plus shipping fee incurred), excluding the voucher value.
- As the voucher is issued by the Seller, you would need to reach out to the Seller to see if they are able to revalidate your voucher for future usage (subject to seller’s approval).
Note: For partial return, the shipping fee for the item will not be refunded.
Scenario 2:
You purchased an item valued at RM45, paid an extra RM5 for shipping and applied for a Seller voucher of RM10 and a Seller Free Shipping voucher of RM5, to reach a total purchase of RM35.
- When cancellation/return occurs; you will be receiving a refund amount of RM35 (item price only), excluding the value for both vouchers.
- Please note the revalidation request is not applicable for Free Shipping voucher as the voucher is distributed on a first-come, first-serve basis. However, you may raise a revalidation request on the RM10 Seller voucher by reaching out to our Customer Care team for you to use the voucher again in the near future, subject to the voucher’s usage terms and conditions.
Note: For partial return, the shipping fee for the item will not be refunded.
Scenario 3:
You purchased Item A and Item B at RM25/each from a Seller totalling RM50, paid an extra RM5 for shipping and applied a Seller voucher of RM5 and a Senheng App voucher of RM5, to reach a total purchase of RM45.
- When cancellation/return for Item A occurs; you will be receiving a refund amount of RM25.00 (item price only) For partial return, the shipping fee for the item will not be refunded.
- As you used vouchers from both the Seller and Senheng App, you may reach out to the Seller (for Seller voucher) and our Customer Care team (for Senheng App voucher) for revalidation request, subject to approval and voucher’s usage terms and conditions. Do note that as a partial cancellation (for Item A) is made, the voucher value that revalidated may not be in full value.
