Refunds and Return Policy

1. Application for Returns/Refunds

1.1 Buyers can request returns or refunds for purchased items (“Items”) based on the terms outlined in this Refunds and Return Policy prior to expiry of validity period (which is typically 7 days, or 4 days without an extension) varies depending on the specific item.

1.2 Users have the option to engage in private communication with Sellers to resolve disputes or seek assistance from their local authorities before, during, or after using the Savvy Mart platform.

2. Application for the Return of an Item

2.1 Buyers are eligible to apply for a refund and/or return of an item under the following circumstances:

1. The item has not been received by the Buyer.
2. The item was defective and/or damaged upon delivery.
3. The item received is incomplete (missing quantity or accessories).
4. The Seller delivered an item that does not match the agreed specifications (e.g., wrong size, color, etc.).
5. The item delivered to the Buyer materially differs from the description provided by the Seller in the listing.
6. The item received has physical damage (e.g., dented, scratched, shattered).
7. The item received is faulty (e.g., malfunctioning, not working as intended).
8. By private agreement with the Seller, confirmed by the Seller to Savvy Mart.
9. Expired products.
10. Empty or suspicious parcels.

2.2 Buyer’s application must be submitted via at clientcare@insuresavvy.com.my.

2.3 Savvy Mart will assess each Buyer’s application individually and, at its discretion, decide whether the application is successful.

2.4 In the event the Seller requests return of purchase item, the Buyer must ship the Item to a location specified by the Seller within five (5) calendar days after the return request is approved.

2.5 Savvy Mart will review each Buyer’s application on a case-by-case basis and, in its sole discretion, determine whether the Buyer’s application is successful. The Buyer acknowledges and agrees that Savvy Mart’s decision is final, conclusive, and binding. Furthermore, the Buyer covenants not to bring any legal claims or assert any claims against Savvy Mart or its affiliates regarding such decisions.

2.6 In the event a Buyer initiates legal action against a Seller, the Buyer can furnish formal notification from the relevant authority to Savvy Mart. The Buyer may then request that Savvy Mart continue to hold the purchase funds until a formal determination is reached. Savvy Mart will decide, at its sole discretion, whether it is necessary to retain these funds during the process.

3. Rights of Sellers

3.1 When Savvy Mart receives a Buyer’s application for the return of an Item and/or a refund, Savvy Mart will notify the Seller in writing. The Seller can then respond to the Buyer’s application following the steps outlined by Savvy Mart in the written notification. It’s essential for the Seller to reply within the time-frame specified in the notification (referred to as the “Stipulated Period”). If Savvy Mart doesn’t receive a response from the Seller within this period, it will assume that the Seller has no input on the Buyer’s application. In such cases, Savvy Mart will proceed to assess the Buyer’s application without further notice to the Seller. Savvy Mart will review each Seller’s response individually and, at its sole discretion, determine whether the Buyer’s application is valid based on the circumstances presented by the Seller.

4. Condition of Returning Item

4.1 For refunds, and always subject to Clause 2.1, the buyer must ensure that the item remains unused, with its tag (if any) still attached, when returning it.

a) When returning items, they should be in their original, unopened packaging, with seals and shrink-wrap still intact. Additionally, all tags, manuals, and accessories that came with the purchase must also be returned; b) For clothing and wearables, items must be unworn (except for trying on purposes), unwashed, with all original tags attached, and must not show any signs of wear or use; and c) For health and beauty products, items must be in their original packaging and remain unopened.

4.2 For other refunds or returns allowed under Clause 2.1, to ensure a smooth experience, the buyer should return the item—including any complimentary accessories—in the same condition it was received upon delivery. We recommend that the buyer take a photo of the item upon receipt.

5. Liability for Forward Shipping Fee and Return Shipping Fee

(a) In the event the seller makes an unforeseen error (such as delivering a damaged, faulty, incomplete, or incorrect item), they will cover both the forward and return shipping fees for the buyer.

(b) In the event both the seller and buyer are disputing the party responsible for the return shipping fee, Savvy Mart will make the final decision on who is liable for the fee.

6. Refunds

6.1 Buyers will receive a refund only after Savvy Mart confirms that the seller has received the returned item. In the event Savvy Mart does not hear from the seller within a specified time, they have the discretion to refund the applicable amount to the buyer without further notice to the seller. The refund will typically be processed using the same payment method the buyer used for the original purchase (the ‘Original Payment Method’). However, if Savvy Mart cannot refund via the Original Payment Method (due to reasons like its invalidity or inability to receive funds), the buyer acknowledges and agrees that: (i) Savvy Mart may issue refund vouchers (equivalent in value to the refund amount) within a timeline determined by Savvy Mart, and (ii) upon receiving these vouchers, the buyer relinquishes any further claims against Savvy Mart related to the refund.

6.2. In the event a refund request is approved by Savvy Mart and the purchase funds have already been paid to the seller, Savvy Mart may deduct the required amount from the seller’s balance.

7. Communication Between Buyer and Seller

7.1 Savvy Mart encourages users to communicate directly with each other if any issues arise during a transaction. When using the Savvy Mart platform for trading, buyers should contact sellers directly regarding any concerns related to the purchased item.