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Buyer Protection Programme Explained
KMALL / 2014-05-31

Although both Paypal and credit card issuer provide Buyer protection, KMALL provides more!

In an ongoing effort to improve security and protect against the unlikely event of your purchase not going according to the KMALL Terms and Conditions, we are pleased to add the KMALL Buyer Protection Programme to our list of services. We offer this programme to our Buyers free of charge. All Auctions and Buy Nows sold by KMALL are covered by the KMALL Buyer Protection Programme. Although the vast majority of KMALL transactions are trouble-free, in the unlikely event of fraud the KMALL Buyer Protection Programme provides an additional measure of safety.

The KMALL Buyer Protection Programme covers Auctions and Buy Now's where a winning bidder sends money to the Seller and does not receive the auction/buy now item or when the item received is significantly different from the item described in the auction/buy now e.g. a gold necklace was advertised but a bronze one was received. Please note the conditions below.

All claims carry NONE excess charge, which means buyer can get back 100% of paid amount. The KMALL Buyer Protection Programme covers not only the price. Other costs, such as shipping, duties and escrow fees (e.g. Paypal), are also covered.

In an effort to promote secure transaction methods and encourage buyers to make safe purchases, the claim submission must be dated no more than 90 days after the end of the contested Auction or Buy Now.

Goods that are damaged, lost or stolen in transit or post are not covered by the KMALL Buyer Protection Programme (for this you need to find out the policy of the shipping carrier or courier and make separate arrangements if necessary).

Items that are picked up directly from warehouses in Dublin or Hong Kong are not covered by the KMALL Buyer Protection Programme.

If the item was paid for through PayPal, then you are first required to contact PayPal to request a claim. If your claim with PayPal is unsuccessful then you are required to contact your credit card issuer to request a claim prior to filing a claim with KMALL. If your credit card issuer denies your claim you will be entitled to file a claim under the KMALL Buyer Protection Programme. (You will be required to show proof that your claim was denied by PayPal and your credit card issuer.)

If the item was paid for with a credit card you are first required to contact your credit card issuer to request a claim prior to filing a claim with KMALL. If your credit card issuer denies your claim you will be entitled to file a claim under the KMALL Buyer Protection Programme. (You will be required to show proof that your claim was denied by your credit card issuer.)

Buyers may only make a maximum of three claims in a lifetime.
Buyers may only make a maximum of two claims per seller in a lifetime (i.e. if more than one item is purchased from the same seller then only two claims will be permitted).

Non-tangible goods e.g. services are not covered by the KMALL Buyer Protection Programme. All software sold from KMALL provides free trial first. Therefore, software products are not covered by the KMALL Buyer Protection Programme.

In the event during an investigation it is found that there was negligence on the part of the Buyer then it may result in an unsuccessful claim.
Payouts of claims usually arrive within a week. However, in some cases, it can take up to 15 days to be settled.

Note: KMALL may amend these conditions at any time with immediate effect (effective for new Auctions and Buy Now's from that time onwards i.e. all Auction and Buy Now's that started before any changes would still be covered by the old terms).

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