This policy governs the return, refund and exchange of goods supplied by FODIVO MART SDN BHD 202601030498 (1692593-M). It states the grounds on which a claim may be advanced and the proof which must accompany it, and it is to be read before a purchase is concluded.
Grounds for a Claim
Goods sold are not exchangeable or refundable. That position yields only where one of the circumstances below is established:
Wrong item — the merchant despatched an item other than the one ordered.
Mismatch — the item received does not correspond to the specifications, description, features or information advertised on the website.
Condition on arrival — the item was spoiled, damaged or defective upon delivery.
Late delivery — the delivery exceeded the timeline stated in the Company’s Shipping Policy.
Evidence the Company Requires
A claim is assessed on documentary proof. The Customer must furnish each of the following:
Unboxing recording — a clear and continuous video showing the unopened parcel, the shipping label, the packaging and the item received.
First use — a clear video of the item’s first use, in any case where such a recording is applicable.
Supporting material — photographs, order details or any other documents the Company requests.
Lodging the Request
A request is to be submitted to the Company’s customer support team at fodivo.mart@outlook.com within 24 hours of the item being received. A request lodged after the expiry of that 24-hour reporting period, or lodged without the evidence described above, will not be accepted.
The requirements are applied strictly, but they are applied so that a genuine complaint can be recognised as such rather than left to argument.