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Return Policy

RETURN POLICY

  1. Who is KK SUPERMART & SUPERSTORE SDN BHD?

    KK SUPERMART & SUPERSTORE SDN BHD, a sub-company under KK GROUP having its registered office in Menara KK, T6-01-03, Tower 6, Maju Link, Jalan Lingkaran Tengah 2, Bandar Tasik Selatan, 57000 Kuala Lumpur, Malaysia offers various retail Products including Food, Beverage, Health & Beauty, Baby & Kids, Electrical, Household, Stationery, Kitchen & Dining, and Others through its website www.kkmart.my (“Platform”) sold by KK Mart (“Products”) to the users of Platform (“Customers”).

  2. What is Return Policy?
    1. KK Mart Return Policy is designed to protect our Customers against unsatisfying or damaged Products by offering 100% refund or exchange based on our Customers’ preferences upon mutual agreement meeting the return term and conditions, once the Products have been delivered to the Customer after purchase from Platform. Any return of Products by Customers shall be governed by and subject to the terms and conditions set out under this Return Policy.
    2. Customers are required to peruse and understand the terms of this Return Policy. If Customers do not agree to the terms contained in this Return Policy, Customers are advised to forthwith leave and stop using the Platform. The terms contained in this Return Policy shall be accepted without modification and you agree to be bound by the terms contained herein by initiating a request for the purchase of Product(s) on the Platforms.
  3. Terms of Exchange and Refund
    1. This Return Policy is only applicable if the Products that you wish to return are purchased from the Platform. Purchases from KK Mart retail stores and other e-commerce platforms will not be eligible for this Return Policy. This policy does not apply to Products that have been stated as non-exchangeable or non-refundable on the Platforms.
    2. The Customers shall initiate exchange or refund requests not later than 7 (seven) days from the date on which you received the delivery of the Products.
    3. Products to be returned will require the Customers to first send a request via info@kkmart.my. Customers are required to declare the quantity of the Product, the reason for return, Product condition upon received and return resolution. Customers must attach supporting images of the Products with at least 2 (two) different angles, pictures of the outer and inner of the packaging with courier label, bubble wrap/box, and the fragile sticker. Failure to provide such documents may result in delayed approval and return rejection. The return request will be reviewed by KK Mart Customer Support and Customers will be notified of the status of the request within 24 business hours.
    4. In the event a Customer returns a Product that is not accompanied by the accessories, gifts, or other items originally bundled with such Product, KK Mart shall have the right, exercisable at its sole discretion, to (i) (a) refuse to accept the return of such Product, or (b) process any refund thereof, or (ii) deduct the amount payable in respect of such items from the amount of refund such Customer is entitled to.
    5. The returned Product must follow return requirements as below:
      1. Products that are received with tags attached must be exchanged with those tags intact.
      2. No return for intimates, undergarments, clothes, accessories, and beauty Products due to hygiene reasons.
      3. No return Products that are face masks and face shields due to reasons of hygiene and safety unless these Products were damaged/manufacturing defect upon received, failed to be delivered, or returned to us in unused, factory-packed conditions.
      4. Product that is purchased as part of a set or multi-item pack, has to be returned as a whole set.
      5. The return Products must not in used after opened if the return is due to damage upon arrival, wrong item, and the item has missing parts.
      6. Return of full/complete sets (along with original packaging, instruction book (if any)) are required for the reason of damage upon arrival, manufacturing defects/damage, wrong item, and unwanted item.
      7. Under the return reason of manufacturing defect, wrong item, missing part, and unwanted item, the returned Product must not be in damage/scratch condition.
    6. Exchange Process:
      1. Exchanges are subject to availability. If the KK Mart Outlets does not have any more stock, the Customer may wait until they are able to source additional stock of the desired Product or visit another nearby KK Mart Outlets.
      2. Exchanges performed through offline channels or KK Mart Outlets do not need to be exchanged with the same Products which was purchased. Exchanging the returned Product with another Product is permittable. Exchanges may apply for the same Product of a different color/size or for different Products that serve the same function at the same price. Such exchanges are subject to a mutual agreement between the Customer and the KK Mart team.
      3. If the Product for which the Customer wishes to exchange is of a higher price than the original purchase price, then the Customer will be required to top up the balance using cash. If the Product for which the Customer wishes to exchange is of a lower price, then no balance amount will be refunded to the Customer.
      4. If there is nothing that fits the Customer's taste in the KK Mart Outlets that the Customer has visited, the Customer can either:
        1. Visit other KK Mart outlet store branches.
        2. Send a request to KK Mart Customer Support team and request for an offline refund instead.
        3. No immediate offline refund via KK Mart Outlet option will be available for the Customer should nothing fit your taste in the KK Mart Outlet.
      5. No exchange will be issued for Gift with Purchase (GWP) Products due to being damaged upon arrival/unwanted.
    7. Refund Process:
      1. KK Mart shall initiate a process of refund of the money paid by the Customer towards the purchase of the returned Product if upon conducting quality checks, it is satisfied that the Product being returned entitles the Customer to a refund. It is further clarified that the KK Mart shall not be required to make any refund in respect of any Product that it deems ineligible for a refund based on such quality checks.
      2. The online refund amount will be credited to the Customer’s account with the same mode as the original purchase within 7-14 working days.
      3. KK Mart shall send the credit memo and/or email notification in regards to the online refund in the process either due to out of stock, return Products, or failure delivery order.
      4. KK Mart shall make all reasonable attempts to keep the Customer apprised of the status of refund through updates shared on the Customer’s registered email address. KK Mart disclaims all liabilities that may arise on account of its failure to keep the Customer apprised of the status of the refund. KK Mart shall not process any refund of the order after several attempts of approaching the Customer and exceeded the given due date.
      5. Shall the Customer receive incomplete Products in the order without a credit memo and/or email notification, the Customer must notify KK Mart Customer Support within seven (7) days upon delivery date. KK Mart will do the investigation and notify the Customer of the outcome.
      6. It is expressly clarified that the refund entitled to by Customer shall not include money paid towards shipping and handling charges or any other such charges applicable from time to time unless for reasons attributable to, and accepted by KK Mart after due verification at its sole discretion.
      7. All cash vouchers are not refunded. Only the balance amount that the Customer has paid will be refunded. This applies to bundled Products, promotional Products, or Products that come in set.
      8. Any order placed via Click and Collect should be collected within 7 calendar days after it has successfully arrived at the selected KK Mart Outlet. Should no one be available to collect the parcel, the order may be forfeited after the stipulated time given. Therefore, KK Mart will not refund the Customer any amount that the Customer has spent on his/her order.
    8. Online exclusive Products:
      1. For any Products purchased under this series, there is strictly no offline refund/exchange allowed.
      2. For any Products purchased under this series, KK Mart will only allow online refund/exchange under the below return reason:
        1. Damage Upon Arrival
        2. Product Does Not Work (Manufacturing Defect)
        3. Wrong Item Received
        4. Item Has Missing Parts
      3. For any Product purchased under this series, there will be strictly no return under the reason:
        1. Change of Mind
        2. Item Unwanted
      4. Any return request for Products purchased under this series will still be required to follow KK Mart normal return procedure and rules as stated above.
    9. Return of or refund for purchased Products shall not be entertained by KK Mart if:
      1. The return Product does not match to the return requirements (refer to clause [3.5]);
      2. The return Product condition is different from the return request;
      3. The return Product is different from the mutual agreement with KK Mart E-Commerce Customer Support in the approval email;
      4. The price tags, brand tags, box, original packaging material, and accompanying accessories have been damaged or discarded by the Customer;
      5. The return Product was not from the return order and it is not purchased from KK Mart Website;
      6. The accessories delivered with the Product (such as chargers, cable, user manuals, etc) are not returned along with the Product, in an undamaged condition;
      7. The return Product is misused, abused, altered, tampered or failure of the Customer to follow normal operating procedures outlined in the user manual.
      8. Return is not applicable for wear and tear parts, Products’ electric circuits, chargers, batteries, and accessories.

Update: 7th March 2022

Get in touch with us

  • Mon-Fri: 8:30 am - 6:00 pm

  • Menara KK (HQ)

  • T6-01-03, Tower 6, Maju Link,
  • Jalan Lingkaran Tengah 2,
  • Bandar Tasik Selatan, 57000 Kuala Lumpur.
  • Careline:+6010 - 280 9308

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