Last Updated: August 2026
At Kokok Shop, we want Buyers to have a fair and reliable shopping experience while recognising that many products sold through our marketplace may include fresh food, frozen products, eggs, livestock and other perishable items.
This Refund, Return & Cancellation Policy explains when an order may be cancelled, refunded, returned or replaced.
This Policy should be read together with the Kokok Shop Terms & Conditions and any additional Seller-specific terms displayed on the Platform.
Kokok Shop operates as a marketplace connecting Buyers with independent Sellers.
Where a problem occurs with an order, Kokok Shop may facilitate communication and dispute resolution between the Buyer and Seller.
Depending on the circumstances, an approved claim may result in:
Nothing in this Policy is intended to limit any statutory rights available to consumers under applicable Malaysian law.
A Buyer may submit a refund, replacement or dispute request where:
The order has been marked as delivered but was not actually received by the Buyer.
The Seller delivered a product that is materially different from the item ordered.
One or more products included in the confirmed order were not delivered.
The product arrived materially damaged and the damage was not reasonably caused after delivery.
The product is defective, unusable or does not function as reasonably expected.
The item received materially differs from the description, specifications, quantity, size or other significant information displayed at the time of purchase.
A fresh, chilled, frozen or food product is received in a condition that is clearly spoiled, contaminated or otherwise reasonably considered unsafe for consumption.
The Seller confirms that the product is unavailable or the order cannot be fulfilled after payment has been made.
Unless otherwise stated by the Seller, Kokok Shop generally does not guarantee refunds or returns solely because the Buyer:
However, a Seller may voluntarily approve such a return where the product is eligible for resale and the Seller agrees to the return.
Any statutory rights available under Malaysian law remain unaffected.
Due to their nature, fresh and perishable products are generally not returnable once successfully delivered, except where there is a genuine issue with the product.
Examples include:
Refund or replacement may still be considered where the product:
Buyers should inspect frozen products immediately upon delivery.
A refund or replacement request may be considered where:
Minor softening during normal transportation does not automatically qualify for a refund where the product remains safe and suitable for storage or consumption.
Buyers should place frozen products into suitable freezer storage as soon as reasonably possible after delivery.
Due to the fragile nature of eggs, Buyers should inspect the order promptly upon delivery.
A refund, partial refund or replacement may be considered for eggs that are:
For partially damaged trays, the refund may be limited to the affected quantity rather than the entire order.
Special conditions apply to purchases involving live poultry, birds, livestock or other live animals.
The Buyer should inspect the animal at the point of collection or delivery where reasonably possible.
A dispute may be considered where:
Claims involving live animals must be made as soon as reasonably possible after delivery.
Kokok Shop may require photographs, videos, veterinary evidence, delivery records or other supporting information.
Kokok Shop cannot guarantee a refund for conditions arising after successful delivery where the condition may reasonably have resulted from:
All transactions involving live animals remain subject to applicable Malaysian animal health, welfare, transport and regulatory requirements.
Unless defective, damaged, incorrectly supplied or otherwise required by law, the following products generally cannot be returned:
A Buyer may request cancellation before the order reaches a stage where cancellation is no longer reasonably possible.
Cancellation may generally be allowed where:
For fresh food, prepared food, customised products, livestock or products prepared specifically for an order, cancellation may no longer be possible once the Seller has begun preparation.
The cancellation status displayed on the Platform should be treated as the applicable status for that transaction.
A Seller may cancel an order for valid reasons including:
If a paid order is cancelled by the Seller before fulfilment, the Buyer will generally be eligible for a refund of the affected amount.
Kokok Shop may cancel or suspend an order where reasonably necessary due to:
Where payment has been successfully collected and the Buyer is entitled to reimbursement, the applicable refund will be processed.
Buyers should report problems through the appropriate Kokok Shop order, refund or customer support function as soon as reasonably possible.
For perishable, fresh, frozen or live products, Buyers are strongly encouraged to report the problem within 24 hours of delivery.
For other products, Buyers should submit the claim within 7 calendar days of delivery, unless:
The above reporting periods are intended to facilitate prompt investigation and do not exclude rights that cannot lawfully be restricted.
Kokok Shop or the Seller may request reasonable supporting evidence including:
For food or perishable goods, Buyers should avoid disposing of the affected product until sufficient evidence has been recorded, unless keeping the product would create a health or safety risk.
Where possible, Buyers are encouraged to photograph or record the condition of parcels when they are received, particularly for:
Failure to provide an unboxing video does not automatically invalidate a genuine claim.
Kokok Shop will consider the available evidence and circumstances of each case.
A partial refund may be offered where only part of the order is affected.
Examples include:
Where appropriate, the Seller may offer a replacement instead of a refund.
Replacement may be appropriate where:
The Buyer should not be required to accept a materially different replacement without agreement.
Where a physical return is required, responsibility for return shipping costs will depend on the reason for the return.
Where the return results from:
the Seller or Kokok Shop may arrange or bear reasonable return costs, subject to the circumstances.
Where a voluntary return is approved for reasons unrelated to Seller fault, the Buyer may be responsible for return delivery charges.
Approved refunds will generally be returned through:
Kokok Shop may determine the available refund method based on the original transaction and payment service capabilities.
Once a refund has been approved and submitted for processing, the time required for the funds to appear may vary depending on:
Kokok Shop is not responsible for processing delays occurring entirely within a third-party financial institution after the refund has been successfully submitted.
Where Cash on Delivery is available, approved refunds may require:
Buyers are responsible for supplying accurate refund information.
Where delivery cannot be completed because:
additional delivery or return charges may apply.
For perishable products, refunds may not be available where delivery failure occurred due to the Buyer's actions or incorrect information and the product can no longer reasonably be resold.
Where a shipment handled by an authorised delivery provider is confirmed as lost before successful delivery, the Buyer may be eligible for:
Kokok Shop and the Seller may first investigate the shipment with the relevant logistics provider.
A Buyer should not refuse delivery solely because they have changed their mind.
If delivery is refused without a valid reason, the Buyer may remain responsible for:
subject to applicable law.
Kokok Shop reserves the right to investigate suspected refund abuse, including:
Accounts involved in serious or repeated abuse may be restricted, suspended or terminated.
Where appropriate, Kokok Shop may also provide relevant information to payment providers or lawful authorities.
Buyers are encouraged to contact Kokok Shop first where there is a genuine transaction dispute.
Submitting a fraudulent or misleading chargeback may constitute Platform abuse.
Kokok Shop may provide transaction, delivery and dispute records to payment providers when responding to chargeback investigations.
Nothing in this section restricts a Buyer's lawful rights to dispute unauthorised or genuinely disputed transactions through their financial institution.
Where a transaction is under investigation, Kokok Shop may temporarily delay or withhold settlement of the disputed amount to the Seller.
Settlement may resume once the dispute has been resolved.
Where a refund is approved, the relevant amount may be deducted from amounts payable to the Seller subject to applicable Seller terms.
Where the Buyer and Seller cannot reach an agreement, Kokok Shop may review the dispute based on available information including:
Kokok Shop may propose a reasonable resolution based on the evidence and applicable marketplace policies.
This Policy does not exclude, restrict or modify any consumer guarantee, right or remedy that cannot legally be excluded under Malaysian law.
Where there is any inconsistency between this Policy and a mandatory requirement of applicable Malaysian law, the applicable legal requirement shall prevail.
Kokok Shop may revise this Refund, Return & Cancellation Policy from time to time to reflect:
The latest version will be published on the Kokok Shop Platform with the applicable update date.
If you have questions about a cancellation, refund, return or disputed transaction, please contact Kokok Shop through the official customer support channels provided on the Platform.
Please include your Order Number and sufficient information regarding the issue to help us investigate the request.
Kokok Shop
Dari Penternak, Untuk Semua.
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