OUR POLICY

28-Dec-2018

Kedai Emas Merchant9 is own by Merchant Nine Sdn Bhd (1210054D)

Email : sales@merchant9.com

Basic Terms & Conditions
1. All prices are fixed and postage is included for purchase above RM300.
2. All price are changeable without notice.
3. Please purchase with confidence.
4. Please email merchant.nine@gmail.com your item (Product code, Name, Payment proof, Amount and Address) for confirmation.

Payment Type:
1. Online Banking (Affin Bank) to:
Payable Name: Merchant Nine Sdn Bhd
Affin Bank: 1052 8000 3337


Agreement:
1. Once order made: Buyer are already agree with all Term & Conditions above.
2. Any defect item, Kindly send back the package within 3-5 days after, clear photographs captured must be taken and email to: merchant.nine@gmail.com

Account Registration
In order to access certain features of the website, you may be required to create an account. You agree to provide accurate, current, and complete information during the registration process.

Product Descriptions
We make every effort to provide accurate product descriptions and images on the website. However, we cannot guarantee that all descriptions and images are accurate, complete, reliable, current, or error-free.

Order Cancellation Policy
1. We advise buyers to send us through email or call us within 24 hours or as soon as possible before we proceed the shipping from the receipt of your item.
2. Sent email to merchant.nine@gmail.com or  or contact us at 0187674916 and mentions what the reason of the cancellation order.
3. We will cancel the order and provide refund as per buyer request.
4. If we already ship the item, buyer need to return the item first and we will refund after the item send back to us.

Refund / Return / Warranty Policy :
1. Warranty indicated under the listings is covered by the manufacturer of the product.

2. We provide exchange, replacement or refund provided if the item is DOA (Dead on arrival), damage or lost in transit.

3. (Damage or Dead on Arrival): We advise buyers to send us an email through email within 24 hours from the receipt of your item. We will provide exchange or refund as per buyer request.

4. Below are the steps to request for Exchange or Refund:

1. Login into Merchant9 website and go to page My Order (Pesanan Saya) at https://merchant9.com//view_po.php .Look on column Info and copy the purchase order code eg: MRC0XXXXXX.
2. Send us email at merchant.nine@gmail.com or contact us through whatsapp at 0187674916 and give the purchase order code to us proceed checking the order.
3. The request shall be processed approximately within 24 hours.
4. Once the request for Exchange has been approved, customer will receive an approval notification via email with the details of instruction to return the item for Exchange.
   
   

5. Accepted reason(s) of Exchange are as the following:

1. Item received in defective condition.
2. Item received different from ordered item.

Note: Exchange or Refund request due to change of mind and /or for items that are damaged due “wear and tear” are NOT ACCEPTABLE.

6. All returned item for Exchange or Refund must be in new, unused, unsoiled condition complete with its original packaging and receipt.

7. Merchant9 will conduct quality check of the returned item before proceeding for the Exchange or Refund to ensure the above conditions are fulfilled.

8. The returning cost of the item to be exchanged shall be borne by the Customer. Merchant9 will not take any responsibility for any unforeseen circumstances during the returning process by the Customer. Merchant9 will only provide courier airway bill for the returning of the item if the item has been confirmed to be in defective condition upon delivery OR item received by the Customer is different from the order placed.

9. Exchange is only limited to the same design of the same value subject to stock availability. Should the price of the exchanged item is higher, Customer is required to add up the difference in price. However, If merchant9 fault the item we send it the wrong one and exchanged item price is lower, Merchant9 will transfer back for the excess amount to be returned to the Customer.

10. Exchange or Refund process may take approximately one (1) to seven (7) working days after the return item is received by Merchant9 from Customer.

11. (Lost in Transit): We advise buyers to proactively track their package. If you have not received your items after the estimated delivery indicated by the shipping carrier, you may contact us. We will open a trace with the shipping carrier and provide refunds or replacement accordingly.