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Guidelines for marketplace sellers regarding product returns and exchanges.
Last Updated: March 25, 2026
This policy governs the relationship between Kyzoon.com and its Marketplace Sellers regarding product returns and exchanges. This policy works in conjunction with the Seller Agreement and the Digital Commerce Management Guidelines 2021.
Sellers are the primary parties responsible for the quality and accuracy of the products dispatched.
Sellers must adhere to Kyzoon's return/exchange decisions to ensure customer trust.
Per National Guidelines, Sellers must hand over products to the logistics partner within 48 hours of order confirmation. Delays beyond this are the Seller's liability.
A Seller is held responsible and must accept a return/exchange if:
Different item, size, color, or variant shipped.
Damaged, defective, or expired products.
Product differs significantly from the description or images on the Platform.
Package arrives with missing parts or accessories.
If a product is shipped after the 48-hour window and the customer cancels due to delay.
Upon receiving a returned item, the Seller has 48 hours to perform a Quality Check (QC).
Sellers must record an unboxing video of the returned parcel to dispute a fraudulent return by a customer.
If the returned item is damaged by the customer or is a different item, the Seller must report it to Kyzoon within 24 hours with video proof.
If a return is due to Seller error, the return shipping cost will be deducted from the Seller's settlement.
Kyzoon will initiate the customer's refund within 72 hours of the Seller receiving the return (unless a dispute is raised).
High return rates due to "Wrong Item" or "Damaged Item" will result in Reduced Search Visibility or Account Suspension.
