We want to ensure that You receive the correct Goods in satisfactory condition. Please read this Return, Refund and Exchange Policy carefully before placing an Order.
Definitions
For the purposes of this Return, Refund and Exchange Policy:
- “Company” (referred to as either “the Company”, “We”, “Us” or “Our”) refers to PIONEER ECOMMERCE SOLUTION SDN. BHD. (202501021130 (1622543-P)).
- “Goods” refers to the items offered for sale on the Service.
- “Orders” means a request by You to purchase Goods from Us.
- “Service” refers to the PIONEER ECOMMERCE SOLUTION SDN. BHD. website, accessible from pioneerecommercesolution.online.
- “You” means the individual accessing the Service, or the company or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
1. Return, Refund and Exchange Eligibility
Items sold are not exchangeable or refundable unless one of the following circumstances applies:
- The merchant sent the wrong item;
- The purchased item received does not match the specifications, description, features, or information advertised on the Website;
- The purchased item received is spoiled, damaged, or defective upon delivery; or
- The Order exceeds the delivery timeline stated in the Company’s Shipping Policy.
2. Required Evidence
For any return or refund request, You are required to provide sufficient evidence to allow the Company to review and verify the issue.
The following evidence may be required:
- A clear and continuous unboxing video showing the unopened parcel, shipping label, packaging, and the item received;
- A clear video showing the first use of the item, where applicable;
- Relevant photographs;
- Order details; and
- Any other supporting documents or information reasonably requested by the Company.
The unboxing video should clearly show the condition of the parcel and its contents from the beginning of the opening process.
3. Request Period
3.1 All return and refund requests must be submitted to the Company at pioneerecommerce_solution@outlook.com within 24 hours of receiving the item.
3.2 Any request submitted after the 24-hour period will not be accepted, unless otherwise required by applicable law.
3.3 Requests submitted without the required evidence stated in this Policy may also be rejected.
4. Review and Approval
4.1 All return, refund, and exchange requests are subject to review and approval by the Company.
4.2 The Company may request additional information, photographs, videos, or other supporting evidence before making a decision.
4.3 If a request is approved, the Company will provide further instructions regarding the return, refund, or exchange process.
4.4 Customers should not return any Goods without receiving instructions or approval from the Company.
5. Refund Processing
5.1 Where a refund is approved, the refund will be processed using the applicable refund method determined by the Company.
5.2 The time required for the refund to be reflected in Your account may depend on the payment method and relevant payment service provider.
6. Contact Us
For return, refund, or exchange enquiries, please contact Us at:
PIONEER ECOMMERCE SOLUTION SDN. BHD.
Company Registration No.: 202501021130 (1622543-P)
Email: pioneerecommerce_solution@outlook.com
Telephone: 011-5790 5062
Customer Service Hours: 9:00 AM – 6:00 PM, Monday – Friday
Address: 23B, JALAN GAYA 1, TAMAN GAYA, 81800 ULU TIRAM, JOHOR, MALAYSIA
Website: pioneerecommercesolution.online
Important: Items that do not meet the eligibility requirements or requests submitted after the 24-hour period or without the required evidence will not be accepted, subject to applicable law.