We understand that sometimes due to certain circumstances, you may need to: –

·      return the product and obtain replacement;

·      cancel your order on our platform, return the product and obtain a refund; or

·      cancel your order on our platform and obtain a refund.

This policy outlines the steps, process, guidelines, and terms and conditions to follow when requesting: –

·      return of product;

·      replacement of the product;

·      cancellation of the order; and

·      refund.

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RETURN OF PRODUCT

1.1 Non-Returnable Product

Depending on the type of the product, DCR may not be able to honor returns. Examples of non-returnable products are: –

(a)   underwear, brassiere, lingerie products;

(b)  expired vouchers;

(c)   electronic devices and products for which one (1) or more installments have been paid;

(d)  valuable electronic devices and products;

(e)  vehicles for which one (1) or more installments have been paid;

(f)    handbags and designer goods and products for which one (1) or more instalments have been paid;

(g)   any products for which one (1) or more installments have been paid;  

(h)  any product that is stated on DCR’s website that it is non-returnable.

(i)    Training and programs are non-returnable once a user has attended a class or program.

(j)    No refunds will be issued for any attended training or program.

Please note that the aforementioned examples are not exhaustive and comprehensive by any means.

1.2 Circumstances for Return

      You may return the product under the following circumstances: –

(a)   damaged product;

(b)   inoperable product;

(c)   malfunction product;

(d)   defect product.

1.3 Conditions for Return

(a)   All products shall be returned in its original packing (with all accessories, tags, documentation and authenticity card) and original condition and is unopened and unused.

(b)   The delivery cost for the return of the Products shall be borne by you and will not be reimbursed.

(c)   Returns resulting from inaccuracies or omissions on your part may be subject to refusal or additional charges.

1.4 Process for Return

(a)   You are required to send in a written request to operations_bnpl@dcr.com.my and enquiries@dcr.com.my to provide details and reasons for return within three (3) working days upon receipt of the product ordered (“Preliminary Return Request”). Any claims or requests made after the stipulated three (3) working days period shall not be entertained at all.

(b)   Once the Preliminary Return Request is approved by DCR, DCR will notify you to return the product and you must return the product to DCR’s office at C-3-03, Capital 3, Oasis Square, 2, Jalan PJU 1A/7, Ara Damansara, 47301 Petaling Jaya within three (3) calendar days upon receipt of the notification from DCR approving the Preliminary Return Request. The product shall be addressed to the Customer Service Department and include the Customer Number (C/N) and Delivery Order (DO) Number.

(c)   Upon receiving the product, DCR and/or DCR’s Merchant will examine and test the product in accordance with your complaint. The assessment and result of the assessment will be wholly at the discretion of DCR. If the complaint you described is found to be valid in the unfettered opinion of DCR, DCR will inform you and instruct the strategic partners/merchant to deliver a replacement product or to refund you should a replacement is not available. If DCR’s merchant refuses to replace the returned product or refund to you, any claims shall be brought by you directly with DCR’s merchant and DCR shall have no obligations towards you.

NOTE: for more information in relation to replacement and refund, please refer to paragraphs 2 and 4 below.

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REPLACEMENT OF PRODUCT

2.1 DCR’s merchant will dispatch the replacement product to you if your complaint is found to be valid as per paragraph 1.4(c) above.

2.2 The Replacement Product will be of the same description and specifications as the original product.

2.3 If a replacement product is not available due to stock limitations or other reasons, you may opt to receive a refund instead subject to DCR’s satisfaction of paragraph 1.3(a) above.

NOTE: for more information in relation to refund please refer to paragraph 4 below.

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CANCELLATION

3.1  We understand that sometimes due to certain circumstances, you may need to cancel your purchase on our platform.

3.2   You may cancel your order on our platform for any reason subject to the following terms and conditions.

3.3   Process for Cancellation

(a) You must send in a written request with your credit card number, credit cardholder name, order number, date of purchase, and the amount paid for the order to operations_bnpl@dcr.com.my to cancel your order within three (3) working days from the date of purchase.

(b)  Upon receipt of your cancellation request, a cancellation form will be provided by DCR and you will be charged a cancellation fee of RM200.00 per transaction / per order that you wish to cancel.

(c)   You are required to complete the cancellation form and return the completed cancellation form to DCR by email.

(d)   Upon receipt of your completed cancellation form and the cancellation fee, DCR will process your cancellation request.

(e)   You shall return the product delivered to you according to paragraph 1 above.

(f)    You will be notified by DCR and your relevant Bank that your cancellation request is received and the request is in process.

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REFUND

4.1 You may be refunded at the sole discretion of DCR if DCR, DCR’s merchant, and the Bank are satisfied that the return of the product is completed as per paragraph 1 above.

4.2 DCR will provide you with the refund request form and you will be required to complete the refund request form and return the completed refund request form to DCR by email.

4.3 Upon receipt of the completed refund request form, DCR, DCR’s merchant, and/or the Bank will take around fourteen (14) to thirty (30) working days to review and process the requests.

4.4 Once DCR, DCR’s merchant, and the Bank approve the refund request, the Bank will typically take around thirty (30) to sixty (60) working days or any other timeframe in accordance with the Bank’s policy and timeframe to process and approve the refund.

4.5 If DCR, DCR’s merchant, and the Bank approve the refund, the refund will be processed and credited back to your credit card account or payment mode that you used for the purchase or be credited by such other mode in accordance with the Bank’s and Financial Institution’s policy. 

4.6 Please note that ultimately, the approval of the refund is subject to the discretion of the relevant Bank. DCR and DCR’s merchant also reserve the right to disapprove refund requests that do not meet the eligibility criteria or are deemed invalid based on their assessment.

4.7 The cost for the return of the product and other incidental costs incurred by you during the process will not be reimbursed or refunded.

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FAQS

1. IF THERE IS A REQUEST FOR CANCELLATION OF ORDER, HOW CAN I GO ABOUT THIS?

Answer: Cancellation of order is not advisable. However, this is subject to case-to-case basis. A cancellation fee of RM200.00 will be imposed per transaction. 

2. HOW LONG DOES IT TAKE TO PROCESS A CANCELLATION REQUEST? 

Answer: The customer is requested to send in the written cancellation notice via email or fax to DCR Marketing Sdn Bhd. We need around 14-30 working days to process any cancellation request.

3. HOW LONG DOES IT TAKE TO PROCESS A REFUND OR REIMBURSEMENT? 
Answer: It will take 30 – 60 working days to wait for the refund from the individual Banks. This is not within DCR’s control. Please note that it also subjects to Cardmembers’ statement date.

4. HOW DOES A CUSTOMER  REQUEST FOR A CANCELLATION? 
Answer: To request a cancellation, email us at operations_bnpl@dcr.com.my. Provide information on the transaction including the card used for the transaction.

5. WHAT ARE THE DETAILS REQUIRED TO PROCESS A CANCELLATION?
Answer: Credit card number, Card Holder Name, Order Number, Order Date and Transaction Amount.

6. HOW ARE MERCHANT AND CUSTOMER NOTIFIED ON A CANCELLATION?
Answer Once application is submitted, merchant will get an update from DCR Marketing via email and customer will be notified via SMS/Email by the respective bank.