24Dokan ("we" and "us") is the operator of (https://24dokan.com/) ("Website"). By placing an order through this Website or mobile app you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

1. General

Subject to stock availability. We try to maintain accurate stock counts on our website & mobile app but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.

2. Shipping Costs

Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase.

This price will be the final price for shipping cost to the customer.

3. Returns Of Goods

3.1 24Dokan will accept returns or refunds of Goods on the following cases: 

- Faulty Goods

- Damaged Goods

- Incorrect products

3.2 Customer’s convenience (as long as it is within 24Dokan's return policy)

3.3 There are three types of Goods return: 

- For delivery failures.

- Unopened returns - For items in whose categories 24Dokan offers a return policy and for items with visible damages. 

- Opened returns - for defective, void and expired, damages and for categories where 24Dokan offers an opened returns policy. 

3.4 The return or refund should be within period of time on the following cases: 

- Perishable goods (e.g. fruits, vegetables) - Hand back to the driver at the time of delivery

- Non-perishable goods (e.g. kitchen, laundry products) - Hand back to the driver at the time of delivery or within 48 hours.

Due to the reason of refund condition, the refund has to be made within 7 days or the next bill with 24Dokan.

3.5 Shipping costs must be borne by the 24Dokan should the reason of the return be in the case of faulty, damaged, or incorrect goods. 

3.6 Shipping costs must be borne by the Customer should the reason of the return be in the case of customer’s convenience (as long as it is within 24Dokan’s refund & return policy), the return shipping costs shall be borne by the Customer.

3.7 For damaged goods that are not easily identifiable (eg. Damaged content is only detected upon opening of packaging), please do notify us at enquiries@24dokan.com within 7 days from the delivery date. Please keep the damaged item and the original copy of your Delivery Order for our verification when we deliver your replacement item as we will not be able to process your replacement item otherwise.

3.8 24Dokan agrees to release, defend, protect, indemnify and hold customers harmless from and against any costs, expenses, fines, penalties, losses, damages, and liabilities arising from any above mentioned situations.

4. Delivery Terms

4.1 Transit Time Domestically

In general, domestic shipments are in transit for 1 - 7 days

4.2 Change Of Delivery Address

Orders placed before 11:00 AM - SGT (UTC+08) will be dispatched the same day, otherwise, within the next business day.

Our operation hours are from 9:00 AM to 6:00 PM on Monday - Friday, except on national holidays at which time our operation will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

4.3 Change Of Delivery Address

For change of delivery address requests, we are able to change the address at any time before the order has been dispatched. As long as the change of address request was sent from the same email address that was used to create the account @24Dokan

4.6 Items Out Of Stock

If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item.

4.7 Delivery Time Exceeded

If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.

- Klang valley 1 -2 days 

- Penancyle Malaysia 3 - 5 working days 

- East Malaysia 5 - 7 working days 

5. Parcels Damaged In Transit

If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.

6. Duties & Taxes

6.1 Sales Tax

Sales tax has already been applied to the price of the goods as displayed on the website and mobile app. 

7. Cancellations

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our return & refund policy.

9. Insurance

Parcels are insured for loss and damage up to the value as stated by the courier.

9.1 Process for parcel damaged in-transit

We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

9.2 Process for parcel lost in-transit

We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.

10. Customer service

For all customer service enquiries, please submit an enquiry at https://24dokan.com/contactus