Refund and Return Policy

1. Application of replacement/refunds

• Subject to the terms and conditions in this Refunds and Return Policy and the Terms of Service, Purchaser may apply for replacement of the purchased items (“Item”) and/or refund prior to the expiry of the Pacca Live Guarantee period.

2. Condition(s) for Refund/Replacement (Purchaser’ applications must be submitted via the Pacca Live mobile app or email to support@pacca.com.my.)

Purchaser may apply for refund or replacement if:-

  • The Item has not been received by Purchaser;
  • The Item received is incomplete (missing quantity or accessories as promised or listed in the description);
  • The seller has delivered an Item that does not match the agreed specification (e.g. wrong size, color, etc.) to Purchaser;
  • The Item delivered to Purchaser is materially different from the description provided by Seller in the listing of the Item;
  • The Item received has physical damage (e.g. dented, scratched, shattered etc.);
  • The Item received is faulty (e.g. malfunction, does not work as intended); and/or
  • Any other condition whether Pacca Live or Seller deemed reasonable and necessary for refund or replacement.
3. Rights of Seller

• When Pacca Live receives an application from Purchaser for the refund/replacement of the Item, Pacca Live will notify Seller in writing. Sellers must respond within the stipulated period of 3 days. Should Pacca Live not hear from Seller within the Stipulated Period, Pacca Live will assume that Seller has no response to Purchaser’s application and will proceed to assess Purchaser application without further notice to the Seller.
• Pacca Live will review each response on a case-by-case basis and, in its sole discretion, to make sure Pacca Live remains a safe and user-friendly platform for all our users. And to take necessary action whenever an application doesn’t bear any results.
• Sellers in all scenarios, have to accept a replacement order/refund if criteria is met by the Purchaser.

4. Condition of returns

• In the case where Purchaser requests for a replacement or refund an item, Purchaser shall drop-off the item at our nearest logistics partner branch (print and apply the Shipping Label on Parcel)
• Purchaser should ensure that the Item, including any complimentary items such as accessories that come with the Item, must be returned to the Seller in the condition received by the Purchaser on delivery. We will recommend Purchaser to take a photo of the item upon receipt.

5. Liability of Return Shipping Fee

• In the scenario of an unforeseen error from the Seller’s end (e.g. – damaged, faulty or wrong Item delivered to the Purchaser), Sellers will bear the Purchaser return shipping fee.
• In the scenario where both Seller and Purchaser disputing the party liable for the return shipping fee, Pacca Live at its sole discretion will determine the party liable for the return shipping fee.
• In the scenario where the item returned to the seller is not deemed faulty or incorrect as the Purchaser suggested, the item will be shipped back to the Purchaser, Purchaser will bear the return shipping fee.

6. Refunds

• Purchaser will only be refunded after Pacca Live has received the confirmation from Seller that Seller has received the returned item. In the event where Pacca Live does not hear from Seller within 14 days, Pacca Live will be at liberty to refund the applicable sum to the Purchaser without further notice to Seller.

7. Replacement

• Purchaser’s item will only be replaced after Pacca Live has received the confirmation from Seller that Seller has received the returned item. In the event where Pacca Live does not hear from Seller within 14 days, Pacca Live will be at liberty to provide an option to refund the applicable sum to the Purchaser or extension of replacement date prior to noticing Sellers. In the case where Pacca Live still does not hear from Seller within 3 days after being notified, Pacca Live will proceed the application of refund to Purchaser.

8. Communication between Purchaser and Seller

• Pacca Live encourages Users to communicate with each other in the case where a problem arises in a purchase. As Pacca Live is a platform for Users to conduct trading, Purchaser should contact Sellers directly for any issue relating to the Item purchased.