CANCELLATION, EXCHANGE, RETURNS AND REFUNDS POLICY

(To be read together with the PayHalal Terms & Conditions and Terms of Service)

 

PART A – CANCELLATION


1. Cancellation by Shopper

For certain selected Merchants and products, a 10% cancellation fee may apply. Any applicable cancellation fee shall be deducted from the refund amount.

(a) Before Delivery of Product

A Shopper may cancel their purchase with the Merchant’s approval when the order status on the Platform is stated as “Payment Accepted”.

(b) During Preparation for Delivery

Once preparation for delivery has commenced (order status stated as “Processing”), any cancellation request shall require approval from both the Merchant and PayHalal, and shall be subject to the Terms of Service.

(c) After Delivery of Product

Once a Product has been shipped and the order status is updated to “Shipped”, the order can no longer be cancelled. Any cancellation must proceed through the return process under Part B of this Policy.

(d) Non-Receipt After Shipment Marked as Received

Where an order status is updated to “Shipment Received”, the Shopper must contact PayHalal Shopper Support or email support@payhalal.com within seven (7) days if the Product was not received.
Any dispute raised after fourteen (14) days from the courier’s delivery date shall be deemed invalid.


Care of Products

Where cancellation is no longer possible and the Product has been delivered, the Shopper must not use the Product and must take reasonable care to ensure no damage occurs.
Any consumption, wear and tear, or damage shall be borne by the Shopper.


2. Cancellation by Merchant

A Merchant may cancel an order if:

  • Stock is unavailable

  • There is an unreasonable delay in sourcing the Product

  • The Product was incorrectly advertised or priced

In such cases, the Shopper:

(a) will be notified via the Platform and email; and
(b) shall be entitled to a full refund of the amount paid, excluding coupon value, including shipping fees (where applicable).

Repeated unjustified cancellations by a Merchant may result in penalties under the PayHalal Terms of Service.


3. Cancellation by PayHalal

PayHalal reserves the right to cancel any order or transaction where deemed necessary to:

(a) comply with legal or regulatory requirements;
(b) protect the interests of PayHalal, Merchants, Shoppers, or third parties; and/or
(c) for any other reason PayHalal reasonably deems appropriate.

Refunds may be processed without a Shopper request, and all affected parties shall be notified in writing.


PART B – RETURNS, REFUNDS AND EXCHANGES


I. Eligibility


1. Defective or Non-Compliant Products

A Shopper is entitled to a refund or exchange where:

(a) Product is defective, including where it:

  • is unfit for intended use or consumption

  • has defective design or manufacture

  • is unsafe or harmful

(b) Product does not comply with description, including:

  • wrong or different product

  • incorrect specifications, colour, size, or function

  • missing parts or promised items (e.g. free gifts)


General Exceptions

A Merchant may reject requests where:

  • damage is caused by the Shopper

  • the Product has been used or partially consumed

  • the Product is no longer fit for resale

  • packaging is damaged

  • compatibility issues were clearly disclosed on the Product page

  • other reasonable grounds as determined by PayHalal


2. Non-Returnable / Non-Exchangeable Products

The following Products are not eligible for return or exchange:

  • Consumer electronics

  • Intimate apparel

  • Swimwear

  • Beauty products and cosmetics

  • Fragrances

  • Customised products

  • Digital vouchers (immediately downloadable)

  • CDs / DVDs

  • Pharmaceutical products

  • Perishable foods

Exceptions:

  • Unopened consumer electronics in original sealed packaging

  • Travel-related electronic vouchers, subject to Section B.I.3


3. Electronic Vouchers (Travel Products & Services)

Merchant Obligations

Merchants must clearly disclose (in bold red text):

  • redemption period

  • validity period

  • redemption method (direct Merchant contact)

Minimum requirements:

  • Redemption period: 14 days

  • Validity period: 7 days

  • At least one valid contact number and email

If the Merchant is uncontactable and does not respond within three (3) days, PayHalal may cancel the transaction and issue a full refund.

Refund Eligibility for E-Vouchers

Refunds may be granted where:

  • redemption slots are unavailable

  • Merchant cannot confirm booking

  • Merchant is uncontactable

  • information is misleading or unfair

Refund requests must be made within seven (7) days of purchase.


4. Refund Amount for E-Vouchers

  • Refund within 7 days: 100% refund

  • After 7 days: Refund at Merchant’s discretion


PART B – II. Process for Returns, Refunds & Exchanges


1. Standard Process

  1. Shopper submits request via PayHalal Support or support@payhalal.com

  2. Merchant is notified

  3. Merchant responds within 3 Business Days

  4. Product is returned

  5. Merchant assesses Product

  6. Refund or exchange decision is made

  7. Refund or replacement is issued


2. Submission of Request

Shopper must provide:

  • order number

  • invoice

  • proof of payment

  • reason and evidence

Failure to provide sufficient evidence may result in rejection.


3. Time Limits

Product Status Time Limit
Delivered 3 Business Days
Not Delivered 14 Business Days
E-Voucher 7 Business Days

Late submissions are not obligated to be entertained.


4. Merchant Response

Merchant must approve or reject within 3 Business Days.
PayHalal may override unreasonable rejections.


5. Return of Product

  • Defective Products: Merchant bears return cost

  • Failed returns: PayHalal may intervene

  • Loss during return: Merchant bears responsibility

Failure to return Products may void the request.


6. Review of Returned Product

Merchant may reject if Product:

  • shows excessive wear

  • was misused

  • has damaged packaging

  • is no longer functional


7. Final Decision

Merchant must issue a final decision within 3 Business Days after assessment.


8. Automatic Acceptance

If the Merchant fails to respond within the prescribed timeline, the request shall be deemed approved, and PayHalal will proceed accordingly.


9. Return Costs

Merchant bears return costs where:

  • Product is defective

  • Product is not as described

  • Delivery delays or courier errors occurred


10. Method of Refund

Payment Method Refund Timeline
Credit / Debit Card 7–14 Working Days
Online Banking 7–14 Working Days
E-Wallet (< RM500) 3–5 Working Days
E-Wallet (≥ RM500) 5–7 Working Days

11. Partial Refunds

Partial refunds may apply where:

  • Products are missing

  • Items or free gifts are incomplete

Refunds shall be deducted from the Merchant’s settlement amount.


12. Product Recall

Where serious safety or compliance issues arise, PayHalal may require a full recall, repair, replacement, or refund at the Merchant’s cost.


13. Out-of-Stock Exchange

If an exchange Product is unavailable, the request shall be treated as a refund request.