1. Marketplace (Physical Products)
- Refund within 7 days if product is defective, spoiled, or not as described.
- Return shipping borne by buyer unless supplier error.
- Perishable items (fresh produce, seafood, meat) must be reported within 24 hours of delivery with photo evidence.
- Refund processed in 3-14 business days via original payment method.
- 13% SaaS service fee is not refundable.
2. Non-Perishable Products
- Seeds, fertilizer, pesticide, equipment — 14 days return window.
- Product must be in original, unopened packaging.
- Return shipping borne by buyer.
3. Full Refund Cases
- Platform outage exceeding 72 consecutive hours.
- Duplicate charge error.
- Product not delivered within promised timeframe.
- Verified fraud by a listed supplier.
- Certificate found to be invalid or forged.
4. How to Request
- Contact support@cargo.platform within the eligible window.
- Include: order number, payment proof, photos if applicable.
- We review within 2-3 business days.
- Refund processed within 3-14 business days.
5. Not Eligible
- Perishable items reported after 24 hours.
- Products used, consumed, or damaged by buyer.
- Custom orders or bulk contract purchases.
- Violations of Terms of Service.
6. Disputes
Unresolved disputes may be escalated to the Tribunal for Consumer Claims Malaysia (TTPM) or your local consumer protection authority.