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Shipping & Returns Protection
Last Update：2024-09-25
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Comprehensive Protection for Your Orders
Buy&Ship Plus
Free Basic Protection
Purchase Protection
Free Basic Protection
  • Members enjoy free protection when they ship with Buy&Ship. For protection of goods purchased through Buyforyou or Express Checkout, please refer to Purchase Protection
  • This plan covers lost or damaged parcels but does not include return or exchange services
  • Each parcel, associated with a unique tracking number, is considered independently
  • The compensation of the delivery fee will be refunded into the corresponding member’s account in Buy&Ship credits, which can be used within one year
Lost or damaged parcels
Lost parcels
  • The maximum compensation per parcel is US$100, which will be settled in USD based on the exchange rate
  • This only applies when the entire parcel is lost. It does not apply in the case of partial loss, such as when some contents are missing
  • Accurate parcel declaration information and proof of purchase is required
  • Compensation is based on the parcel’s declared value or the invoice sales price, whichever is lowest
Damaged parcels
  • The maximum compensation will be 30% of the delivery fee, which will be refunded in Buy&Ship credits
  • If the parcel contents cannot function properly, Buy&Ship will investigate the claim after receiving a request. The investigation result will determine the compensation.
  • No compensation will be made if the parcel has the following conditions
    • Includes liquids, dangerous goods and prohibited items
    • Includes fragile goods, goods with improper packaging, and goods that lack appropriate protection (e.g. ceramics, glasses, LCDs, books, paper products, and plastic products)
    • Includes intact packaging
    • Includes distorted, demolished, or damaged outer packaging where there is no actual damage to the contents
    • Parcels packed without an appropriately strong outer carton box, wooden box, and sealed packaging
    • Includes second-hand or used items
Return and refund process
  • This plan does not include return or exchange services
  • Any Buy&Ship members must file a claim within 3 days after they have received their parcels. Late applications will not be considered.
  • Please send the documents listed below to support@buyandship.com.my, with “Claim: Standard Plan + Member ID + Order number” in the email subject
    • Proof of purchase, such as invoices or transaction records (including the product’s content and value)
    • Delivery notifications from the sellers
    • Photographs of the damaged parcel/contents of the parcel (if any)
    • Buy&Ship reserves the right to request members to provide more information as needed
  • Buy&Ship reserves the right to refuse a claim if any above-mentioned documents are lacking or if we are not able to confirm the necessary details
  • Please keep all the packaging and contents of the parcels until the investigation is completed
  • Once the member has submitted all required documents, we will respond within 7 days
  • If the claim is approved, the refund details will be included in an email.
Buy&Ship Plus
  • Members can purchase Buy&Ship Plus during the parcel declaration process. The maximum compensation per parcel is US$52,000
  • For Buyforyou or Express Checkout orders, please contact us for Buy&Ship Plus. For more information on related protections, please refer to Purchase Protection
  • This plan covers lost or damaged parcels and returns services to specific countries.
  • The Buy&Ship Plus fee is 3% of the declared value of the parcel and will be collected together with the delivery fee (Minimum charge: RM15)
  • Each parcel, associated with a unique tracking number, is considered independently and the maximum fee of Buy&Ship Plus per parcel is US$1,560
  • Buy&Ship may refuse a claim for compensation and return if the declared value of the parcel is lower than the price stated on the proof of purchase
  • If the declared value of the parcel is higher than the price stated on the proof of purchase, the fee of Buy&Ship Plus collected will not be refunded
  • The compensation of the delivery fee will be refunded into the corresponding member’s account in the form of Buy&Ship credits, which can be used within one year (If any)
  • The Buy&Ship Plus fee is not included in any compensation
  • All protection of an order shall be effective upon order completion
Lost or damaged parcels
Lost parcels
  • The maximum compensation per parcel is US$52,000, which will be settled in USD based on the exchange rate
  • The lost parcel‘s value will be compensated in cash, while the relevant delivery fee will be refunded in Buy&Ship credits. (excluding Buy&Ship Plus fees)
  • If the parcel is entirely lost, Buy&Ship will compensate for the price of the entire shipment and 100% of the shipping cost
  • In the case of any partial loss, Buy&Ship will investigate the claim after receiving a request. Compensations will be determined by the investigation result.
  • Compensation will be based on the parcel’s value or the invoice sales price, whichever is the lesser
Damaged parcels
  • The maximum compensation will be 30% of the delivery fee and up to US$100 for the value of the parcel.
  • The damaged parcel‘s value will be compensated in cash, while the relevant delivery fee will be refunded in Buy&Ship credits (excluding Buy&Ship Plus fees)
  • If the damaged goods cannot be used normally, Buy&Ship will investigate the claim after receiving a request. Compensations will be determined by the investigation result.
  • No compensation will be made if the parcel has the following conditions
    • Includes liquids, dangerous goods and prohibited items
    • Includes fragile goods, goods with improper packaging, and goods that lack appropriate protection (e.g. ceramics, glasses, LCDs, books, paper products, and plastic products)
    • Includes intact packaging
    • Includes distorted, demolished, or damaged outer packaging where there is no actual damage to the contents
    • Parcels packed without an appropriately strong outer carton box, wooden box, and sealed packaging
    • Includes second-hand or used items
Free return shipping
  • Only applicable to returns to the USA, UK, Canada, Australia and Japan-based sellers who offer return service
  • The application of return should be submitted with all necessary documents within 90 days upon receipt of the parcels
  • After receiving the documents, we will send a return shipping label by email and help to arrange a courier to collect the returned parcels
  • The estimated delivery time from Hong Kong to the United States, United Kingdom, Canada, Australia or Japan is around 5-14 working days
  • You are advised to confirm the following things prior to initiating a return with Buy&Ship
    • The terms and conditions of the seller’s parcel return policy, such as whether the original packaging is required or goods must retain all tags
    • Return delivery falls within acceptable periods and limits as specified by the seller
    • The returned goods are safe to be transported by air
  • Buy&Ship is not liable for any unsuccessful return which may be due to any parcels that fail to be sent out, returned parcels, parcels retained by the Customs, delivery delays, parcel loss and damage
  • If the seller rejects the returned parcel, it will be sent back to the member‘s shipping address in Hong Kong
Return and refund process
Lost or damaged parcels
  • Any Buy&Ship members must file a claim within 3 days of receiving their parcels. Late applications will not be considered.
  • Please send the documents below to support@buyandship.com.my, with “Claim: Buy&Ship Plus + Member ID + Order number + Lost Damage Parcel” in the email subject
    • Proof of purchase, such as invoices or transaction records (including the product’s content and value)
    • Delivery notifications from the sellers
    • Photographs of the damaged parcel/contents of the parcel (if any)
    • Contact details of the sellers
    • Buy&Ship reserves the right to request members to provide more information as needed
  • Buy&Ship reserves the right to refuse a claim if any above-mentioned documents are lacking or if we are not able to confirm the necessary details
  • Please keep all the packaging and contents of the parcels until the investigation is completed
  • Once the member has submitted all required documents, we will respond within 7 days. If the claim is approved, the refund details will be included in an email
Buy&Ship Plus
  • Any application of return service must be made within 90 days upon receipt of the parcels (Late applications will not be accepted)
  • To request a return service, please prepare the following documents and send an email to support@buyandship.com.my with “Claim: Buy&Ship Plus + Member ID + Order Number + Free Parcel Return” in the email subject to request the return application form
    • Proof of purchase, such as invoices or transaction records (including the tracking number and the actual value and quantity of goods purchased)
    • Communication records between the member and the seller during the purchase
    • The size and weight of the parcel after it is well-packed
    • Photographic records of all contents in the returned parcels
    • Contact details of the seller, including the recipient’s individual or company name, delivery address, phone number, email address, and tax information of the company
    • Buy&Ship reserves the right to request members to provide more information as needed
  • After submitting the completed application form, you should securely package the returned items (including the product itself, packaging, accessories, and seller‘s requested doc) intact in the original shipping packaging. These should be sent to the designated address we provide or we will email a return shipping label to the members, assisting in arranging the return. If the original shipping packaging is missing, please prepare an outer box to securely pack the returned items before sending them out.
  • You need to confirm that the returned parcel is well-packed, especially for fragile goods or any goods that may be easily damaged.
  • After receiving the return shipping label, you need to print out the label and attach it to the outer packaging of the returned parcel
  • If your returned parcel contains a battery or liquid, a special label will be provided. You have to print that label in colour and stick it on the parcel before the courier comes and collects it
  • The returned parcels should be sent out within 7 days upon receipt of the return shipping label
  • The estimated delivery time to the United States, United Kingdom, Canada, Australia or Japan from Hong Kong is around 5-14 working days
  • Buy&Ship will be responsible only for fees associated with the delivery from Hong Kong to the seller. We are not liable for any costs or fees assessed by the seller on the returned goods nor on the seller’s refund process
Purchase Protection
  • Applicable to all products purchased on Buy&Ship, i.e. products purchased via Buyforyou service and Express Checkout
  • The protection covers lost or damaged parcels and return services but does not include exchange services
  • Some products may be shipped in separate shipments, and the shopping protection is associated with the shipment‘s tracking number
  • Compensation will be refunded to the original payment credit card or bank account
  • The amount of compensation will be based on the product’s price, which shall be the actual amount paid at checkout
  • The compensation of the delivery fee will be refunded into the corresponding member’s account in Buy&Ship credits, which can be used within one year (If any)
Lost or damaged parcels
  • If the entire parcel is lost, in the case of all items with the same tracking number, Buy&Ship shall compensate for the product value and the Buyforyou service fee
  • If partial loss of goods (pertaining to partial items under a single tracking number), Buy&Ship will initiate an investigation upon receipt of a claim and ascertain the compensation amount for the lost items based on the findings of the investigation
  • If the parcel contents cannot function properly, Buy&Ship will investigate upon receiving the claim, and compensation will be based on the investigation’s result. The compensation will be based on the product’s price, which shall be the amount paid at checkout. Buyforyou‘s service fee is non-refundable
Free returns
  • If you are not satisfied with your product, you can apply for a return through Buyforyou within 7 days after receiving it. After receiving the email reply, the entire item must be returned intact.
  • We will refund the price within approximately 21 working days after receiving the returned item.
  • Returned items must meet the “Return Standards” and are only brand new and have not been used or cleaned. For details, please refer to the “Return criteria” information below.
  • Return criteria
    • Returned items must be brand new, unused and unwashed, including but not limited to
      • The price tag or hangtag of the product must be intact and cannot be torn off or cut off
      • Products sold in sets cannot be returned individually and must be returned together
      • If the product comes with manuals, accessories, gifts, etc., it must be returned intact
    • Due to hygiene, safety, respect for intellectual property rights and regulations, the following items cannot be returned:
      • Intimate clothing and personal hygiene products (such as underwear, socks, masks, etc.)
      • Consumables, food and medicines (such as snacks, cans, medicines, etc.)
      • Intellectual property-type products such as audio-visuals and books (such as magazines, audio tapes, video tapes, CDs, DVDs, etc.)
      • Customised products
      • Electronic products and electrical appliances (such as phones, computers, etc.) that have been opened, unpacked or activated
      • Items that were second-hand or refurbished at the time of purchase
Return and refund process
Lost or damaged parcels
  • Members must file a claim within 7 days of receiving the parcel. Late applications will not be considered
  • Please send the documents below to support@buyandship.com.my, with “Claim: Purchase Protection + Member ID + Shipment order number + Claim” in the email subject
    • Buyforyou order number
    • Briefly describe the reason for the claim
    • Pictures of relevant damaged goods (if any)
    • Buy&Ship reserves the right to request members to provide more information as needed
  • Buy&Ship reserves the right to refuse a claim if any above-mentioned documents are lacking or if we are not able to confirm the necessary details
  • Please keep all the packaging and contents of the parcels until the investigation is completed
  • Once the member has submitted all required documents, we will respond within 7 days. If the claim is approved, the refund details will be included in an email
  • In case of any dispute, the decision of Buy&Ship shall be final
Return request
  • Members must apply for return within 7 days after receipt. To request a return service, please prepare the following documents and send an email to support@buyandship.com.my with “Claim: Purchase Protection + Member ID + Shipment order number + Free return” in the email subject to request the return application form
  • The contents of the returned goods (including the goods themselves, product packaging, accessories and gifts) must be intact and properly sealed in the original packaging. They must be sent to the designated address provided by us or a return label will be sent to the member by email, and Assist with arranging returns. If the original shipping packaging of the product has been lost, please prepare your own outer box to wrap the returned product before sending it out
  • We will check the product content and information after receiving the goods. If the information is correct, we will arrange the return within 7 working days
  • We will refund the price of the goods within approximately 21 working days after receiving the returned goods, and the relevant price will be refunded in the form of cash or Buy&Ship credits (subject to the price displayed on the order at the time of payment)

All protection plans provided by OneDegree
Important notes
When collecting your orders
  • Before signing for the goods, check if the parcel’s packaging is intact and that there is not a significant difference between expected and actual weight. You can choose to photograph or record the unboxing immediately. If there are any irregularities, you can refuse the delivery.
  • If the parcel or its contents are found to be damaged, please prepare the following documents and keep all the packaging and contents of the parcels until the investigation is completed.
    • Buyforyou request number (proxy order number) or Proof of purchase, such as invoices or transaction records
    • Photographs of the packaging of the parcel
    • Photographs of the contents of the parcel
Excluded from coverage
Condition of parcels
  • Dangerous goods and prohibited items.
  • Parcels containing liquids
  • Second-hand or used items
  • Fragile, unprotected and easily damaged items (such as ceramics, glass, LCD screens, books, paper products, plastic products, etc.)
  • The shipment itself was improperly packaged and did not provide suitable protection for the goods.
  • Shipments with original packaging and intact packaging will not be compensated for any damage.
  • The packaging is deformed, torn, cracked, etc. but the goods are intact.
  • Non-carton or wooden box packaging, non-sealed packaging, etc.
  • The shipment is not claimed within 30 days after it arrives at the overseas warehouse.
Natural disasters
  • Any damage or loss, which may be due to
    • Natural deterioration or losses
    • Bad weather, lightning, tsunamis, earthquakes, floods and other natural disasters during transportation
    • Any temperature or humidity changes
    • Natural disasters may include, but are not limited to, earthquakes, tornadoes, storms, floods, fires, plagues, fog, snow, frost, or geological disasters
Unforeseen circumstances
  • Negligence or actions by any customs agency, carrier company, or government officials, such as customs returns, flight delays, et cetera
  • Parcels with improper, incomplete, or false declaration information, or which lack a valid tracking number
  • Parcels with false proof of receipt, inaccurate pre-declared information, wrong delivery from sellers, or no inbound information
  • Suspicious or fraudulent websites, or any inability to contact the sellers
  • Parcels that lack a valid signature by a receiver at a Buy&Ship warehouse, or that lack certified proof of delivery by the responsible overseas courier to our overseas warehouse
  • Incorrect or inaccurate overseas shipping address which is not the same as the warehouse address provided in Buy&Ship’s member centre
  • Parcels lost due to the fault of the sender (e.g. providing invalid/fake documentation)
  • Parcels damaged, deteriorated, or in otherwise poor condition upon arrival at a Buy&Ship warehouse, or which contain quantities of goods different from the amount ordered from the seller (Not applicable for orders protected by Purchase Protection)
  • Parcels with contents that have passed their shelf life, warranty period, or other time-sensitive conditions due to customs clearance
  • Losses due to fluctuations in market prices
  • Transportation accidents, invasions, insurrections, strikes, or other regional disputes, such as civil disturbances, terrorist attacks, or war during parcel transit
  • Radioactive contamination
  • Any temporary prohibitions, restrictions or sanctions on exporting or importing goods imposed on any of Buy&Ship’s export or service regions