At Bacasemula Sdn. Bhd., we are committed to providing our customers with quality books, stationery, stamps, tables, chairs, and other products purchased through our website. We carefully process and pack each order before shipment. However, if you receive an item that falls under one of the eligible circumstances stated below, you may submit a return or refund request in accordance with this Return, Refund and Exchange Policy.
By placing an order through our website, you acknowledge and agree to the terms and conditions set out below.
1. General Return, Refund and Exchange Policy
Unless otherwise stated in this Policy, all items sold by Bacasemula Sdn. Bhd. are non-refundable and non-exchangeable.
We do not accept returns, refunds, or exchanges for reasons such as a change of mind, incorrect product selection, ordering the wrong size or quantity, personal preference, or any other reason that is not specifically covered under the eligible circumstances below.
A return, refund, or exchange may only be considered if one of the following situations applies:
1.1 Wrong Item Sent
If Bacasemula Sdn. Bhd. sends an item that is different from the item ordered by the customer, the customer may request a return, replacement, or refund.
For example, if the customer ordered a specific book, stationery item, stamp, table, or chair but received a completely different product, the customer may submit a claim in accordance with this Policy.
1.2 Product Does Not Match Website Information
A return, replacement, or refund may be considered if the product received does not reasonably match the specifications, description, features, measurements, materials, quantity, or other relevant information advertised on our website at the time the order was placed.
The claim must be supported by clear photographs, videos, or other evidence showing the difference between the product received and the information stated on the website.
1.3 Product Is Spoiled, Damaged, or Defective Upon Delivery
If an item arrives spoiled, physically damaged, defective, broken, or otherwise unusable upon delivery, the customer may submit a return, replacement, or refund request.
Customers are strongly advised to inspect their parcel and the item immediately after delivery. Any visible damage to the external packaging should also be clearly recorded in the unboxing video.
For items such as tables and chairs, customers should inspect the product for visible damage, breakage, manufacturing defects, missing parts, or other issues immediately upon delivery.
Normal wear and tear, damage caused after delivery, improper handling, misuse, accidents, modifications, or failure to follow the product’s instructions will not be considered a valid basis for a return or refund.
1.4 Delivery Exceeds the Stated Delivery Timeline
A refund request may also be considered where the order exceeds the applicable delivery timeline stated in our Shipping Policy, subject to the circumstances of the order and any applicable exceptions.
Delivery delays caused by circumstances outside the company’s reasonable control, including courier delays, adverse weather, public holidays, natural disasters, operational disruptions, customs procedures, or other unforeseen circumstances, may be reviewed separately.
2. Required Evidence for Return or Refund Requests
To protect both customers and Bacasemula Sdn. Bhd. from disputes and to allow us to properly investigate a claim, customers are required to provide sufficient evidence when submitting a return or refund request.
The following evidence may be required:
2.1 Continuous Unboxing Video
Customers must provide a clear and continuous unboxing video showing:
- The parcel before it is opened.
- The shipping label and tracking information.
- The condition of the external packaging.
- The sealed or unopened parcel.
- The opening of the parcel.
- The packaging materials inside the parcel.
- The item received.
- The condition of the item immediately after opening.
The video should clearly show the entire unboxing process without significant cuts, edits, or interruptions.
Customers are strongly encouraged to record the unboxing process from beginning to end. Failure to provide a clear and continuous unboxing video may affect the company’s ability to verify and approve a claim.
2.2 First-Use Video
Where applicable, customers may also be required to provide a clear video showing the first use or initial testing of the product.
This may be required where the customer claims that the item is defective, does not function properly, or has another issue that cannot be verified through photographs alone.
2.3 Photographs and Supporting Documents
Customers may also be required to provide:
- Clear photographs of the item received.
- Photographs showing any damage or defects.
- Photographs of the product packaging.
- Photographs of the shipping label.
- Order confirmation or order details.
- Proof of purchase.
- Product serial numbers, model numbers, or other identifying information, where applicable.
- Any other documents, photographs, videos, or information reasonably requested by Bacasemula Sdn. Bhd. to investigate the claim.
All evidence provided must be clear, genuine, and sufficiently detailed for the company to assess the reported issue.
3. Time Limit for Return and Refund Requests
All return, refund, or exchange requests must be submitted to Bacasemula Sdn. Bhd. at bacasemula@outlook.com within twenty-four (24) hours from the time the customer receives the item.
The 24-hour period is strictly applied.
Customers should therefore inspect their order as soon as it is delivered and contact us immediately if there is any issue with the item.
Any request submitted after the 24-hour period may be rejected and will not be considered eligible under this Policy.
4. How to Submit a Return or Refund Request
To submit a request, customers should contact us at:
Email: bacasemula@outlook.com
The request should include the following information:
- Customer’s full name.
- Order number.
- Date of purchase.
- Date the order was received.
- Product name.
- Description of the issue.
- Reason for requesting a return, refund, or exchange.
- Clear photographs and/or videos showing the issue.
- Unboxing video.
- First-use video, where applicable.
- Any other supporting evidence requested by the company.
Customers should clearly explain the issue so that Bacasemula Sdn. Bhd. can properly assess the request.
5. Review and Verification Process
After receiving a return, refund, or exchange request, Bacasemula Sdn. Bhd. will review the information and supporting evidence provided by the customer.
We may contact the customer for additional information, photographs, videos, or documents if the evidence submitted is insufficient to determine the cause of the issue.
The company reserves the right to assess each request individually based on the circumstances of the case and the evidence provided.
Submission of a request does not automatically guarantee approval of a return, refund, or exchange.
6. Approval of Return or Exchange
If the request is approved, Bacasemula Sdn. Bhd. may, at its discretion and depending on the circumstances, provide one of the following remedies:
- Replacement of the affected item.
- Exchange for the correct item.
- Repair of the affected item, where appropriate.
- Refund of the eligible purchase amount.
- Another appropriate resolution agreed upon by the company and customer.
Where a wrong item has been sent, the company may arrange for the incorrect item to be returned before sending the correct item, subject to the circumstances of the case.
Customers should not return any item without first receiving instructions or approval from Bacasemula Sdn. Bhd.
7. Refund Processing
Where a refund has been approved, the refund amount and method will be determined based on the circumstances of the case and the original payment method, where applicable.
Approved refunds may take some time to process depending on the payment provider, bank, payment gateway, or other third-party service involved.
The processing time of the bank or payment provider is outside the direct control of Bacasemula Sdn. Bhd.
Customers should retain their order information and payment records until the refund has been successfully completed.
8. Return Shipping Costs
Where a return is approved because Bacasemula Sdn. Bhd. sent the wrong item, the item received does not match the advertised specifications or description, or the item arrived damaged or defective, the company may provide instructions regarding the return shipping arrangements.
Customers should not send any item back to the company without prior approval or instructions.
If a customer returns an item without prior authorization, the company reserves the right to reject the return or refuse responsibility for any loss or damage occurring during the unauthorized return shipment.
9. Non-Eligible Returns, Refunds and Exchanges
Returns, refunds, and exchanges will generally not be accepted for the following reasons:
- Change of mind after purchase.
- Customer ordered the wrong product.
- Customer selected the wrong quantity.
- Customer selected the wrong size, model, colour, or variation, where applicable.
- Customer no longer wants or needs the product.
- Product was damaged after delivery due to improper handling, misuse, accidents, or negligence.
- Product was modified, altered, repaired, or used improperly by the customer.
- Normal wear and tear.
- Minor differences that do not materially affect the product’s specifications or functionality.
- Requests submitted more than 24 hours after receiving the item.
- Requests submitted without the required evidence.
- Evidence provided is unclear, incomplete, edited, manipulated, or insufficient to verify the claim.
- Products returned without prior approval from Bacasemula Sdn. Bhd.
- Any other circumstances that do not fall within the eligible conditions stated in this Policy.
10. Condition of Returned Items
Where a return is approved, the customer may be required to return the item in its original condition, together with its original packaging, accessories, manuals, labels, parts, or other materials, where applicable.
Customers should take reasonable care of the item until the return instructions have been provided.
If an item is returned in a condition that is materially different from the condition in which it was received, Bacasemula Sdn. Bhd. may reject the return or adjust the available remedy accordingly.
11. Special Consideration for Tables and Chairs
For tables, chairs, and other larger or bulky items, customers should inspect the item immediately upon delivery and record any visible damage before assembly or use.
Where assembly is required, customers should follow the manufacturer’s or company’s assembly instructions carefully.
Damage caused by incorrect assembly, improper installation, misuse, modification, dragging, dropping, excessive force, or other improper handling after delivery may not qualify for a return, refund, or exchange.
Where a defect or damage is discovered upon delivery, customers should document the issue clearly and contact Bacasemula Sdn. Bhd. within the required 24-hour period.
12. Failure to Provide Required Evidence
The required evidence is necessary for Bacasemula Sdn. Bhd. to verify the condition of the parcel and product at the time of delivery.
Any return or refund request submitted:
- After the 24-hour reporting period;
- Without the required unboxing video;
- Without sufficient photographs or supporting evidence;
- Without a first-use video where applicable; or
- With evidence that is unclear or insufficient to verify the claim,
may be rejected without further consideration.
13. Fraudulent or Misleading Claims
Bacasemula Sdn. Bhd. reserves the right to reject any return, refund, or exchange request where there is reasonable evidence of fraudulent activity, misuse of the return process, false information, manipulated evidence, or any attempt to obtain a refund or replacement for an issue caused after delivery.
The company may also take appropriate action where necessary in cases involving suspected fraudulent or misleading claims.
14. Policy Changes
Bacasemula Sdn. Bhd. reserves the right to update, modify, or amend this Return, Refund and Exchange Policy from time to time.
Any changes will be published on this website and will take effect from the date stated in the updated Policy.
Customers are encouraged to review this Policy before making a purchase.
15. Contact Us
If you have any questions regarding our Return, Refund and Exchange Policy, or if you believe that you have received an incorrect, damaged, defective, spoiled, or otherwise non-conforming item, please contact us as soon as possible.
Bacasemula Sdn. Bhd.
Website: https://bacasemula.online/
Email: bacasemula@outlook.com
Address: No.2, Tingkat Satu, Jalan Bidara 1, Taman Suria, 86000 Kluang, Johor, Malaysia
Please note that all return, refund, and exchange requests must be submitted within 24 hours of receiving the item and must include the required supporting evidence stated in this Policy.