Shipping and Return Policy

SHIPPING AND RETURN POLICY

Citikom.my has an EASY RETURN POLICY


Citikom.my has an easy return policy to ensure your online purchase is stress free. We offer 100% customer protection. We do not release your payment to the seller till the products are received by you and you are happy with it. We are always with you, before your purchase and after your purchase. We are taking every effort to make your shopping a delightful experience.

What is Citikom.my’s Return Policy? 

Our 7 days easy return policy allows us to give 100% customer protection for:

1.      Products which are received in "Damaged/Defective/Broken" condition (Please intimate us within 24 hours of delivery by sending us mail on admin@citikom.my along with the pictures of the broken items)

2.      Products not as per description/photo on the website

3.      Products which may have fitting related issues (Applicable only if the seller has sent you the wrong size)

All the products must be returned in the original condition they were received in along with any bills and labels. Please follow the below given steps to register your return within 7 days of receipt of the product. Returns registered after 7 days of delivery may not be entertained by sellers. Products like bath and beauty products, sexual wellness, gift cards cannot be returned. Custom stitched products cannot be returned. Intimate apparel (Lingerie, shapewear and nightwear) can be returned only when the original packaging and tags are intact. Return on innerwear is conditional due to hygiene reasons.

How to raise dispute for an order?

You need to register your return with following simple steps:

1.      By sending email to admin@citikom.my with images of broken/defective/damaged products within 24hours of delivery. We need photos of the damaged/defective/different products received so that we can defend your return claim with the relevant seller. Please mention your order number in the email.

After the seller reviews your return request, please allow the seller three days to respond to your return request and provide instructions on returning your item. We arrange pick up from your address. Since we depend on various third-party couriers, it may take 10-15days for the pickup. Ask our executive to check for availability of this service in your postal code. In case, our delivery partner is not available at your place then you have to return the product to the designated address.

What to do if Seller is not responding to the return request?

Please allow 3 business days for your seller to address the issue and provide instructions for your return/ resolution. If the seller does not respond even after 3 business days, or if your issue is not addressed to your satisfaction, you can submit the return claim by sending email to admin@citikom.my and we will ensure you get timely resolution to your return claim.

Who pays for the delivery charges for returning of products?

When you're returning an item that was damaged/ defective or due to an error on the seller's part, you are requested to keep the package ready with all the labels and original packaging along with a return form with all required details. The product will be then picked from your doorstep on the day and time scheduled by you at the time of return process.

The amount you paid for the product plus any shipping paid at the time of order will be directly refunded back to your bank account/credit card/debit card within 15 working days of refund.

In case, our delivery partner is not available at your place then you have to return the product to the designated address and we will return the money you paid for the courier (max RM15). We don’t encourage refund of the products for the reasons like I don’t like the product, it doesn’t suit me and soon.

When will I be refunded?

We can refund you only when there is no product for replacement due to product out of stock and the seller notifies us of the receipt of the item back from you or the online tracking shows as delivered to the seller address. Remember that items must be returned to sellers directly by you. Once the seller notifies us of the receipt of the return item in the same condition as delivered, we will credit the amount back to you within 15 working days (does not include Saturdays, Sundays and Bank Holidays).

How are items packaged?

All items are carefully packaged as to avoid any form of damage.

What are the shipping charges?

The shipping charges are mentioned on individual products and may differ by the location of delivery of the products. Shipping on some items may differ depending on the nature of the product. The shipping charges will be displayed on your checkout page before you make the payment.

What is the estimated delivery time?

The estimated time of delivery is within 10 working days for most of the orders. All orders get shipped within 5 days from the Seller’s warehouse.

How will the delivery be done?

1.      We try to process all deliveries through reputed courier companies. In some cases where the postal code / zip codes not serviceable by these courier companies, our sellers might use other delivery method for those deliveries.

2.      If there is no courier service available in your area, we will get in touch with you and try to work out a convenient alternate delivery location that is serviced by our courier partners.


Do you deliver internationally?

Not currently.

How can I track the delivery of my order?

All Citikom.my items are delivered through reputed courier partners who will provide you with a Tracking ID for your order by which you can track your delivery on Citikom.my and also on the respective websites of our courier partners. We email you the tracking number after we dispatch your order. You can also see the tracking number in your order history panel in your account when you login.

 

 

Last updated: 08/12/2017