Effective Date: 1 January 2024

Welcome to ATOZ Shop! We strive to ensure your satisfaction with every purchase. This Refund Policy outlines the terms and conditions for refunds on products purchased through our platform.

Eligibility for Refunds

  1. Defective or Damaged Products:
    You are eligible for a refund if the product received is defective, damaged, or significantly different from the description provided by the seller on ATOZ Shop.
  2. Non-Delivery:
    If you do not receive your purchased product within the specified delivery period, you may be eligible for a refund.

Refund Process

  1. Contact Seller:
    In case of an issue with your purchase, please first contact the seller directly through ATOZ Shop’s messaging system to attempt to resolve the issue.
  2. Request Refund:
    If the issue remains unresolved, or if you’re eligible for a refund as per the policy, you can request a refund by contacting ATOZ Shop’s customer support within 3 days from the delivery date.
  3. Refund Request Details:
    When requesting a refund, provide the order number, details of the issue, and any supporting evidence (photos and videos) to assist in processing your request.

Refund Approval and Process

  1. Review Process:
    ATOZ Shop will review your refund request and may contact the seller for additional information or evidence.
  2. Refund Approval:
    If your refund request is approved, you will receive confirmation via email or through your ATOZ Shop account.
  3. Refund Method:
    Refunds will be processed using the original payment method used for the purchase, unless otherwise agreed upon.

Refund Timelines

  1. Processing Time:
    Refunds will be processed within 10 working days upon approval of the refund request.
  2. Receipt of Refund:
    The time it takes for the refunded amount to reflect in your account may vary depending on the payment method and financial institution policies.

Non-Refundable Items

  1. Custom or Made-to-Order Products:
    Items that are custom-made or specially ordered may not be eligible for a refund unless they are defective or damaged upon arrival.
  2. Downloadable Products:
    Digital goods or downloadable products are generally non-refundable once downloaded or accessed.

Contact Us

If you have any questions or need assistance regarding refunds or your purchase, please contact ATOZ Shop’s customer support at Buyers@ATOZ.my.