Cancellation and Refund Policy - Diverse Borneo

Effective Date: 2023-10-10

1. Order Processing Time

Orders will be processed and prepared for shipment within 1 week from the date of purchase.

2. Cancellation Window

Customers may cancel their order if it has not yet entered the preparation stage for delivery. Once the item is being prepared for delivery, cancellations cannot be accommodated.

3. Cancellation Process

To cancel an order, customers must contact Diverse Borneo immediately through either WhatsApp or email.

Cancellations will only be accepted if the order has not progressed to the preparation for delivery stage.

4. Refund Eligibility

Refunds, when applicable, are processed as follows:

  • Refunds will only be issued in case of any issues with the product or delivery process.
  • Customers are eligible for a refund if there is a defect in the product, if the wrong item is shipped, or if there are any other valid concerns.

5. Refund Communication

Refunds, when applicable, are processed as follows:

  • Customers must communicate their concerns and refund requests through either WhatsApp or email.
  • Provide detailed information about the issue, along with supporting evidence such as clear photos.

6. Refund Process

Refunds, when applicable, are processed as follows:

  • Once the refund request is received and validated, Diverse Borneo will initiate the refund process.
  • Refunds will be made to the original payment method used during the purchase.

7. Refund Timeframe

Refunds, when applicable, are processed as follows:

  • The refund process may take a certain amount of time, and customers will be informed of the estimated timeframe during the communication process.
  • Diverse Borneo aims to process refunds promptly, but external factors such as banking institutions may impact the actual timeline.

Additional Notes:

Our default delivery option caters exclusively to customers within Malaysia. To ensure a streamlined process for cancellations and refund requests, we encourage customers to maintain open communication through either WhatsApp or email. Additionally, customers play a crucial role by providing accurate and up-to-date contact information, facilitating effective communication and ensuring the smooth processing of cancellations and refunds.

By making a purchase with Diverse Borneo, customers acknowledge and agree to the terms outlined in this Cancel and Refund Policy. Diverse Borneo reserves the right to update or modify this policy at any time without prior notice.