For all products, there is a 10% cancellation fee. The cancellation fee shall be deducted from the amount of original payment to pay the seller’s commitment and the platform service provider. Whereas, there will be deducted a 2% from the refund amount to pay processing bank fee.

1. Product is Pending for Payment
   A FastBUYER may cancel their purchases without notify their FastSELLER at any time at “To Pay” status on the Fastentix Apps.
2. After Product Has Been Packed
   Once the product has been packed, where the status on the Fastentix Apps is described as "To Pack”, the cancellation request is allowed with no penalty charges incurred.
3. During Arrangement for Delivery 
   Upon an arrangement for the product delivery, where the status on the Fastentix Apps is described as "To Ship”, any cancellation request will incurred a penalty fees.
4. After Delivery of Product
   Once a product has been shipped out, the status for the purchasement on the Fastentix Apps shall be changed to "To Receive", at this point the order can no longer be cancelled and any cancellation request is not allowed. Any request for return and exchange or refund will need to be made via the return process as set out in the next section of this Policy.

Care of Products

Where a FastBUYER is not within time to effect cancellation of an order or purchasement for a product during the periods set out in Section A.1(a), Section A.1(b), and Section A.1(c), and the product is subsequently delivered, the FastBUYER must not use the product and shall take all such care so as to ensure that no damage occurs to the product. In the event of any damage caused to the product, the FastBUYER will need to bear the costs for any consumption of, wear and tear or damage caused to the product.

A FastSELLER may cancel an order where there is inadequate stock to fulfill such an order, where there will be unreasonable delay in sourcing of the products or where the product has been wrongly advertised or priced. In such instance, the FastBUYER:

1. will be notified of the cancellation via the Fastentix Apps and email
2. shall be entitled to a full refund of the purchase price paid including shipping fees where applicable

The Company reserves the right to cancel any order or transaction where the Company deems it necessary to:

1. ensure compliance with the law;
2. protect the interests of the Company, FastSELLER, FastBUYER and/or any relevant third party; and/or
3. such other reasons as the Company deems
   appropriate.

The Company may commence refund procedures without any request made by the FastBUYER, and both the FastBUYER and FastSELLER shall be notified of the cancellation in writing.

A FastBUYER shall be entitled to a refund or exchange for a Defective or Non-Conformity Product

1. Product is defective
   A product is proving as defective if it:
   
   
   1. is unfit for its intended use;
   2. not fit to be consumed;
   3. has a defective design;
   4. has been defectively assembled ormanufactured; and/or
   5. is dangerous or harmful for normal use.
2. Product does not comply with description/criteria
   A refund or exchange is allowed if the delivered product:
   
   
   1. is a different or the wrong product;
   2. has different specifications from that advertised or ordered, such as different function, wrong colour or size;
   3. has missing parts; and/or
   4. is missing items promised (such as free gifts).

A FastSELLER may reject any request for returns or exchanges in any of the following cases:

1. the product delivered is damaged due to a cause attributable to the FastBUYER;
2. the value of the product has been significantly reduced due to the use or partial consumption thereof by the FastBUYER;
3. the value of the product has been significantly reduced to the extent that such product is not in a fit condition to be resold;
4. the packaging of a product is damaged;
5. There are other reasonable grounds on which the FastBUYER may not be entitled to request for refund or exchange, as may be decided by the Company

No request by a FastBUYER for refund or exchange of a product in the following categories:

1. Earphones or earbuds;
2. Lingerie, underwear or other intimate apparel;
3. Swimsuits;
4. Beauty products and cosmetics;
5. Customized products;
6. Electronic vouchers (if any) for goods and services (vouchers downloadable immediately upon payment of purchase price);
7. Compact discs (CD) and Digital Video Discs (DVD);
8. Pharmaceutical products; and
9. Perishable foods.

By submitting a request, the FastBUYER can seek appropriate and fair resolution to ensure their satisfaction with their purchases. Various reasons are provided that may fit their condition.

1. Wrong item received
2. Counterfeit product
3. Fit/Size/Variation issues
4. Change of mind
5. Faulty product
6. Item defects or damages
7. Expired product
8. Product not delivered
9. Missing quantity
10. Empty/Suspicious product

Exceptional Circumstances

1. It is strictly not permitted for any refund due to “Change of mind” reason. Only return and exchange is applicable for such reasons and upon approval from the FastSELLER.
2. The Company and/or Operation Team has no obligation to force the FastSELLER to accept any request made due to “Change of mind” reason. It is solely at the discretion of the FastSELLER.

Unless otherwise specifically provided under this Policy or the FastSELLER Term of Service, the process for refund or exchange of products shall be as follows:

1. the FastBUYER submits request for refund or exchange of product (Return and Refund or Exchange) through FASTENTIX Apps;
2. the FastSELLER will receive notification from FastBUYER for acknowledgement on the request;
3. the Fastentix Operation Team must attend towards request within three (3) hours from the request timestamp;
4. the FastSELLER must respond and provide full commitment through out the proces;
5. the FastBUYER returns the product to the FastSELLER; (if any)
6. the FastSELLER shall assess and review the product returned; (if any)
7. based on the condition of the product returned, the FastSELLER may raise a dispute upon the request shall any dissatisfactory on the returned item and intended to reject the request for refund or exchange of the product;
8. the FastSELLER must deliver and/or ship out the new product and/or item to the FastBUYER upon approved return and exchange request; (if any)
9. the system will immediately initiated the refund upon approved return and refund request; (if any)
10. The CFO will be notified on the refund for the financial assessment and reports; (if any)

Any agreement and/or deal between FastBUYER and FastSELLER that occurs outsidethe Fastentix App absolves the Company of responsibility for any risks and losses incurred by either party. It is at their own risks to engage in such actions.

1. At first occurrence, FastBUYER shall submit their request for return and refund or exchange directly via Fastentix Apps within 24 hours upon product delivered.
2. The FastBUYER is compulsory to submit all evidence to support the request through the channel above. The evidence shall include such information as pictorial proof (packaging/item damages, photo of all items received), video if any of the damaged/broken item purchased or incomplete order and such other information that will be necessary for the processing of such request.
3. The processing of the request might be delayed in the event of the FastBUYER does not wish to provide any evidence, or where the FastBUYER provides insufficient evidence to support the request.

A FastBUYER must submit the request within the time limits set out as followed:

For the purpose of this Section C.3 and this Policy:

1. "Payment Date" shall refer to the date of payment was made for the purchases;
2. "Received Date" shall refer to the date of completion of the sale after product been delivered and purchase transaction of a product as recorded and stated on the Fastentix Apps.

1. Upon notification of the request, the PIC of the Operation Team shall contact the FastBUYER and/or FastSELLER within 3 hours from the request timestamp, and the:
   
   
   1. FastBUYER shall respond towards PIC of the Operation Team within 24 hours;
   2. FastSELLER shall respond towards PIC of the Operation Team within 48 hours;
2. Any dissatisfactory and inteded to reject the request, either both parties may raise a dispute to decline the proposed solution to the Operation Team.
3. If either both parties declines the request and/or resolution method, they must provide the PIC of the Operation Team with all required documents and/or strong evidence to support such rejection.
   This allows the Operation Team to justify the dispute.
4. Any rejection by the FastBUYER and/or FastSELLER shall nonetheless be subject to the FastBUYER and/or FastSELLER Term of Service, and the Company may override the FastBUYER and/or FastSELLER's decision if it deems that the FastBUYER and/or FastSELLER's rejection is unreasonable.

Upon confirmation of request acceptance for refund or exchange pursuant to Section C.4 above, the involved parties shall, within 24 hours, arrange for the return of the product delivered using both SDD and/or courier service provider as follows:

1. Non-Receive Product Claim
   
   A non-receive claim is issued against the FastSeller when FastBuyer did not receive the item. In such cases, FastBuyer shall need to provide any conversation proof or any screen capture of purchased detail while they raise this case.
   
   On the other hand, FastSeller is advised to provide proof as per below to allow Fastentix to check with the courier service provider on the current tracking status:
   
   
   • Formal shipping proof (i.e. delivery receipt and tracking number if any)
   • Photo of the parcel package / information, including information of delivery company, tracking number, FastSeller’s and FastBuyer’s name, contact number and shipping address.
   • Chat history or any other evidence showing prior negotiation.
2. Product Defective or Not Conformity with Specifications
   
   FastBUYER shall provide required evidence that is need to support the claims:
   
   
   • Pictorial proof (Packaging box damages, physical item damages, consignment note of item received, picture of all item received in the parcel)
   • Video proof (Malfunction item)
   • Chat history or any other evidence showing prior negotiation with the FastSeller
   • FastSeller agrees with the return request but did not receive the product(s)
   • The FastSELLER requires to arrange for pick-up or ship out the product from the FastBUYER at FastSELLER's own cost and expense (unless FastSELLER waives the requirement for the product to be returned for the FastBUYER to claim for refund or exchange).
3. Unsuccessful Return to FastSELLER
   
   If a delivery of the returned product to the FastSELLER is failed due to reasons that include but is not limited to incomplete/incorrect addressor loss of contact with the FastSELLER, Fastentix may:
   
   
   • upon request by the FastBUYER, pick up or deliver the returned product from the FastBUYER within three (3) business days of the FastBUYER's request; or
   • request the FastBUYER to send the returned product to the FastSELLER’s warehouse.
   • Where the FastSELLER remains uncontactable within Fourteen (14) business days of the product pick-up or return to the warehouse, the Company shall be entitled to permanently dispose of the product with all costs for pick-up and disposal to be borne by the FastSELLER.

1. FastSELLER Review and Assessment
   
   Upon receipt of the returned product from the FastBUYER, within 24 hours, the FastSELLER shall review and check the same to assess whether it is in an acceptable and saleable condition for refund or exchange. The FastSELLER is entitled to reject the refund or exchange of a product that:
   
   
   1. has been consumed or is showing excessive wear and tear for the period of use;
   2. has been used in a manner not fit for its purpose;
   3. has torn or dirty packaging; and/or
   4. is no longer in working condition.
2. Delay of Decision by FastSELLER
   
   The FastSELLER may delay the decision on the return or exchange of a product in the event that:
   
   
   1. the delivery fee for returning the product is still owing by the FastBUYER (where FastBUYER is liable for such fee) to the Company and/or third party (as the case may be); and/or
   2. any free gift included with the product has still not been returned by the FastBUYER;
   • Provided always that the FastSELLER shall update the Operation Team on the delay and to provide a timeline within which the FastSELLER's decision on the request by the FastBUYER for the said return or exchange of the product will be submitted. The Company reserves the right to take any such action necessary to address and resolve the FastBUYER's claim if the timeline stated by the FastSELLER is, in the Company's view, unreasonable.

Once the assessment and review of the product is completed pursuant to Section C.7, the FastSELLER shall provide a final decision to the Operation Team which either agreed or to dispute the request to exchange or refund of the product no later than 48 hours from the receipt of the returned product from the FastBUYER pursuant to Section C.5 above or by any revised timeline pursuant to Section C.6(b).

In the case of:

1. agreed on exchange of the product, the FastSELLER shall deliver the new product to the FastBUYER promptly;
2. agreed on refund of the product, the system shall refund the purchase price to the FastBUYER, which shall be carried out by the Company deducting the purchase price from the FastSELLER's deferred settlement amount or such other method as the Company deems fit.

In the event that:

1. the FastBUYER and/or FastSELLER does not respond to the Operation Team towards refund or exchange of product (prior to return of product to the FastSELLER) within the period set out in Section C.4 above; or
2. where the FastSELLER does not raise any dispute to against the FastBUYER’s request to refund or exchange of a product within the period set out in Section C.7 above;

It shall be deemed that any decision make by the Operation Team has been accepted and the Company will immediately proceed with the refund or exchange process.

The costs for the return of products shall be borne as follows:

1. Defective/Non-Compliant Product
   
   Where a product is returned due to:
   
   
   1. the product being defective; and/or
   2. the product is not complying with description or criteria on the product page, the FastSELLER shall bear the costs for such return
2. Delay in Delivery
   
   Where the product is returned due to an unreasonable delay in delivery of the product over and above the FastSELLER Service Level then prevailing, the FastSELLER shall bear the costs for such return.

The payment of refunds ("refund amount") under this policy shall be effected as follows:

1. Circumstances Where Partial Refund May be Allowed
   
   Where:-
   
   
   1. a FastBUYER purchases several products in one order or single receipt, but the FastSELLER has failed to deliver the products in full resulting in one or more products is not being included in the delivery; or
   2. FastSELLER delivers a products to a FastBUYER with missing items or parts; or
   3. a FastSELLER delivers a products to a FastBUYER with a missing free gift despite advertising the same on the products page, the FastBUYER may optional for a partial refund in respect of such non-delivered products or missing items.
2. Refund in respect of the non-delivered products or missing items as well as the return shipping fee in respect of the same (if applicable) shall be deducted from the settlement amount.