• “Platform” refers to KitaKreativ, its website, systems, operators, and services.
• “Seller” refers to any individual or registered business entity that lists and sells products on the Platform.
• “Buyer” refers to any individual or entity that purchases products through the Platform.
• “Order” refers to any completed transaction made through KitaKreativ.
• “Custom Order” refers to any product that is made-to-order, personalized, commissioned, or created specifically for a Buyer.
• “Digital Product” refers to any downloadable file, digital asset, template, tutorial, artwork, or digital content.

• This Policy applies to all transactions conducted through the KitaKreativ platform.
• This Policy defines:
  • eligibility for returns and refunds,
  • responsibilities of Buyers and Sellers,
  • the Platform’s authority and role in dispute resolution,
  • refund timelines, procedures, and limitations.
• All users agree to comply with this Policy when using the Platform.

• KitaKreativ operates solely as an intermediary marketplace connecting Buyers and Sellers.
• KitaKreativ does not:
  • manufacture products,
  • store products,
  • inspect products,
  • guarantee product quality,
  • guarantee Seller performance.
• All products are sold directly by independent Sellers.
• To the fullest extent permitted by law, KitaKreativ shall not be liable for:
  • product defects or quality issues;
  • inaccurate or misleading product descriptions;
  • Seller’s failure to fulfill orders;
  • shipping delays, loss, or damage caused by couriers;
  • indirect, incidental, or consequential losses.
• All product liability rests solely with the Seller.

• To ensure fair payout processing, a 7-Day Return Window rule is used. Buyers must initiate refund or return requests within 7 calendar days from the courier tracking status marked as “Delivered.”
• After 7 days:
  • The Order becomes Final & Matured.
  • Refund requests will be permanently disabled.
  • Funds will be released to the Seller.
• Refund claims submitted after the 7-day window will not be entertained under any circumstances.

• All refund and return requests must be initiated exclusively through the KitaKreativ Platform.
• Sellers are strictly prohibited from:
  • issuing private refunds outside the Platform;
  • requesting Buyers to settle disputes externally.
• Attempts to bypass Platform procedures may result in account suspension.

• What Can Be Refunded:
  • Damaged/Defective Items: Products that arrive broken, non-functional, or with clear structural defects.
  • Wrong Item Received: Receiving a different product, size, or color than what was ordered.
  • Significant Misrepresentation: The physical item differs drastically from the listing photos (e.g., different material, missing key artistic elements).
• What Cannot Be Refunded:
  • Change of Mind: We do not accept returns if you dislike the item or no longer want it.
  • Handmade Variations: Minor differences in color, texture, or finish are inherent in handmade art and do not constitute defects.
  • Custom/Commissioned Works: Any item made to order or personalized for the Buyer is strictly non-refundable once production has begun.
  • Buyer Negligence: Damage caused by improper handling, storage, or use by the Buyer.
  • Digital Products: Downloadable content is non-refundable once the transaction is completed.
  • Final Sale Items: Items marked as Final Sale or Non-Returnable.
  • Improper Refund Procedure:
    • refund requests made outside the Platform;
    • missing required evidence;
    • failure to follow return instructions.

• KitaKreativ operates under a strict Return First, Refund Later Principle.
• The Return Process:
  • Buyer submits refund request.
  • Seller responds within 3 business days.
  • Seller provides return instructions.
  • Buyer ships the item within 5 business days.
  • Seller inspects the item.
  • Platform releases a refund if valid.
• The refund processing timeline is expected to be 7–14 business days after approval (depending on bank processing times).

• To protect the interests of our artisans, KitaKreativ operates on a strict return-then-refund basis.
  1. Request: Buyer initiates a refund request via the Platform.
  2. Approval: Seller reviews the evidence and informs the Buyer by providing a return address.
  3. Return Shipping: Buyer must ship the item back within 5 working days of approval and provide a tracking number.
  4. Inspection & Release: Once the Seller receives and inspects the item (confirming it is in the same condition as reported), the Platform will release the refund.
• To ensure a fair marketplace, Sellers must adhere to the following timelines once a return process has begun:
  1. Response Time: Sellers must respond to a Refund/Return request within 3 working days. If the Seller remains unresponsive, the Platform reserves the right to automatically approve the request.
  2. Inspection Period: Upon the return package being marked as “Delivered” by the courier, the Seller has 3 working days to inspect the item and report any discrepancies.
  3. Automatic Refund: If the Seller does not raise a valid dispute or confirm receipt within 3 working days after delivery, the Platform will consider the return successful and release the refund to the Buyer automatically.
• Platform Mediation: In the event of a dispute (e.g., Seller claims the returned item is damaged, or Buyer claims they shipped it but Seller denies receipt), KitaKreativ will act as the final arbitrator. Both parties must provide:
  • Buyer: Proof of postage and tracking (receipt).
  • Seller: Unboxing video or photos of the damaged returned item.
  • The Platform’s decision based on the evidence provided shall be final.
• ⚠️ IMPORTANT: Shipping Delays
  • We understand that courier services in Malaysia may vary. As long as the return tracking number is provided within the stipulated time, the refund request will remain active, and the funds will be held by the platform until the process is complete, regardless of shipping duration.

• Returned items must be in original condition, including:
  • original packaging,
  • accessories,
  • components.
• Refunds may be rejected if returned items show:
  • signs of use,
  • damage not originally reported,
  • tampering,
  • alteration.
• Partial refunds may be issued at the Platform’s discretion.

• ⚠️ To ensure a fair and smooth refund process, the Buyer needs to submit “Mandatory Evidence” when initiating a refund request.
• Mandatory Evidence: To process any claim, the Buyer must provide ALL the following “Three-Point Proof” within 48 hours of delivery.
  • The Unboxing Photo/Video: A clear photo or video showing the parcel before and during the opening process.
  • The Shipping Label: A close-up, readable photo of the shipping label (Consignment Note) attached to the original packaging.
  • The Defect Close-up: Clear, high-resolution photos or videos highlighting the specific damage or discrepancy.
• Consequence of Insufficient Evidence:
  • To protect our artisans from fraudulent claims, refund requests with blurred photos, missing packaging shots, or those submitted after the 7-day window will be automatically rejected. In cases where evidence is inconclusive, the Platform reserves the right to make the final judgment.

• To ensure fairness and security, all refund transactions are centrally processed by the Platform. However, the return of physical products is subject to initial review by the Seller.
• Seller’s Role:
  • Mandatory Response: Sellers must respond to any refund/return inquiries via the Platform’s inquiry/message system within 3 business days.
  • Evidence Review: Sellers are responsible for verifying claims regarding defects, shipping damage, or “not as described” issues.
  • Final Arbitration: While Sellers provide their input, the Platform reserves the right to make the final decision based on the evidence provided by both parties to ensure the integrity of the marketplace.
• Sellers must:
  • Provide a return address and shipping instructions if a return is deemed necessary.
  • Confirm receipt and condition of the returned item to the Platform.
  • Document any reasons for denying a request clearly within the Platform’s communication history for the Platform’s review.

• Seller Error/Defective: If the item is damaged or incorrect, the Seller is responsible for the return shipping costs.
• Buyer Error/Change of Mind: If, in any case, the Seller agrees to a return for non-defective items, the Buyer bears the return shipping cost.
• Sellers must clearly state any exceptions in their product listing.

• Non-Refundable Gateway Fees: Please be advised that payment gateway transaction fees (typically charged by banks or third-party providers) are non-refundable once a transaction is processed.
• Allocation of Fees:
  • If the refund is due to out-of-stock items, defective products, or shipping errors by the Seller, the Seller shall bear the transaction loss, and the Buyer will receive a 100% full refund.
  • If, in any case, a refund is requested due to reasons not attributed to the Seller’s fault, the transaction fee (approx. 2% – 4% depending on the payment method) will be deducted from the final refund amount.
• The Platform reserves the right to determine the final refund composition based on the evidence provided in the dispute.

• If the Buyer refuses delivery or fails to collect the parcel, the Platform may:
  • deduct shipping costs,
  • deduct administrative fees,
  • deny refund if abuse is suspected.

• If the Buyer initiates a chargeback without using the Platform refund procedure, KitaKreativ reserves the right to:
  • suspend Buyer account;
  • permanently ban Buyer;
  • recover financial losses;
  • pursue legal recovery if necessary.

• KitaKreativ reserves the right to investigate suspicious activity.
• The Platform may:
  • request additional evidence;
  • freeze funds;
  • suspend accounts;
  • reject fraudulent claims.
• Platform decisions are final.

• KitaKreativ shall not be liable for delays or failures caused by:
  • natural disasters,
  • courier disruptions,
  • internet outages,
  • cyberattacks,
  • government actions,
  • infrastructure failures.

• The Platform may:
  • Mediate disputes between the Buyer and Seller.
  • Temporarily hold the funds if a transaction is under review.
  • Finalize refund decisions based on provided evidence.
  • Reserves the right to make the final judgment.
  • Act as the final arbitrator in all disputes.
• The Platform does not assume ownership of the product, and all liability for defective or non-compliant items rests primarily with the Seller.
• All decisions made by the Platform are final and binding.

• Accounts engaging in abuse, fraud, or manipulation may be:
  • suspended,
  • terminated,
  • permanently banned.
• Funds may be withheld during the investigation.