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Return and Refund FAQ

Q. How is a refund made?
All refunds will be refunded back to you depending on your mode of payment.

  1. Purchases made with Credit Card
    - the exact amount will be refunded back into your credit card within 15-20 days.
  2. Purchases made with Online Banking
    - please contact our Customer Service Chat (WhatsApp or Facebook Messenger) or email us at "enquiry@kartasupermall.com"

Q. How long is the refund process?
For credit card, it takes up to 15-20 days. For online banking, it takes up to 5-7 working days.


Q. Will the refunded amount includes shipping fee?
Yes, we will refund the exact amount that you have paid.


Q. Is my order eligible for cash refund?
The transactions made via the Karta Supermall are not eligible for cash refund. As all Karta Supermall transactions are made either through FPX/Online Banking or credit card, transactions eligible for refund (see below) will be processed via bank transfer or credit card (depending on your mode of payment for the relevant transaction). 


Q. I am not satisfied with my purchase. Can I request to get a refund?
You may contact our Customer Service Chat (WhatsApp or Facebook Messenger) or email us at "enquiry@kartasupermall.com" within a reasonable period of time (no later than 14 days from the date of purchase) along with your order number and reason for your dissatisfaction. Your payment for relevant goods/products will only be refunded in the event the goods/products is found to be defective as described below. 


Q. What are the requirements for a valid refund?
Customers will need to provide us their proof of purchase & receipt of purchase. Upon receipt of a refund notification, we will carry out and investigation/examination of the relevant goods/products alleged to be defective (described below). Customers can request in the following events (provided that the defects are not attributable to or caused by the customers):

  1. Damaged products/goods
  2. Defective products/goods
  3. Wrong item delivered
  4. The relevant goods/products fail to comply with any of the implied guarantees under applicable consumer law in Malaysia. ("Defective/Defect") 

Q. Are the goods sold returnable?
We do not accept any return of the goods once the goods are received by our customer. However, in a rare situation where our products are found damaged, defective, expired or wrongly delivered, please contact our Customer Service Chat (WhatsApp or Facebook Messenger) or email us at "enquiry@kartasupermall.com" within 5 days from the date when you received your order. 


Q. Can I return the goods & request for a refund if I realised that I have ordered the wrong product?
Unfortunately, goods that are sold are not exchangeable. Kindly please check your Orders at the "Order Summary" page before proceeding to Checkout to ensure all orders is right.


Q. What happens if there is a mishap to my order? (Delivery Lost / Damaged)
We sincerely apologize if this has happened to you. Please notify us immediately via our Customer Service Chat (WhatsApp or Facebook Messenger) or email us at "enquiry@kartasupermall.com" and we will contact you during working hours.