Buyer Protection & Refund Policy

1. When Du2Bao2 Protection Applies

DU2BAO2 Protection applies only where:

• the listing displays DU2BAO2 Protection or Protected Checkout;
• the buyer pays using the supported DU2BAO2 checkout;
• the transaction is recorded by DU2BAO2;
• the item is eligible for protection;
• any required tracked delivery method is used;
• the buyer raises the dispute within the applicable Protection Window; and
• both buyer and seller comply with this Policy.

DU2BAO2 Protection is a Platform dispute and payment-protection programme.

It is not insurance and is not a guarantee that every transaction or item will be free from problems.

2. Transactions Not Covered

DU2BAO2 Protection generally does not apply to:

• cash paid during a meetup;
• DuitNow transfers made directly to a seller;
• bank transfers made directly to a seller;
• payments through payment links supplied privately by a user;
• transactions arranged entirely outside DU2BAO2;
• items prohibited under DU2BAO2 policy;
• transactions intentionally structured to avoid DU2BAO2 fees or safeguards; or
• transactions where DU2BAO2 Protection was not displayed and selected.

For direct transactions, the buyer and seller remain responsible for resolving payment and product issues between themselves, subject to applicable law.

Users may nevertheless report suspected scams, stolen goods, counterfeit goods or other serious misconduct to DU2BAO2.

3. What Du2Bao2 Protection Covers

An eligible buyer may raise a claim for:

A. Item Not Received

The buyer did not receive the item.

B. Incorrect Item

The buyer received a materially different item from the item purchased.

C. Incomplete Item

A material component, accessory or item expressly represented as included is missing.

D. Significantly Not As Described

The item materially differs from the seller's listing, photographs or agreed description.

E. Material Undisclosed Defect

The item contains a significant defect that existed at the time it was supplied and was not reasonably disclosed before purchase.

F. Counterfeit Item

The item was represented as genuine but is reasonably determined to be counterfeit.

4. The 48-Hour Protection Window

For tracked-delivery transactions, buyers should inspect and test the item promptly after delivery.

An eligible dispute must normally be opened within 48 hours after the integrated courier tracking system records the item as delivered.

During this period, the buyer should check:

• whether the correct item arrived;
• whether all agreed components are included;
• whether its physical condition materially matches the listing;
• whether important functions operate as represented; and
• where relevant, whether there is a reasonable authenticity concern.

If no eligible dispute is raised within the 48-hour Protection Window, the order may automatically complete and the seller payout may be processed.

5. Confirming "Item Received & Accepted"

A buyer may voluntarily select:

Item Received & Accepted

after inspecting the item.

Doing so may cause the DU2BAO2 Protection transaction to complete and the seller payout to become eligible for processing.

Buyers should therefore not confirm acceptance until they have reasonably inspected and tested the item.

Once an order has completed, DU2BAO2 may no longer be technically able to reverse the payment through the normal Protection process.

Serious reports involving suspected:

• fraud;
• counterfeit goods;
• stolen goods;
• account takeover; or
• unlawful conduct

may still be investigated.

The completion of DU2BAO2 Protection does not extinguish statutory rights that cannot lawfully be excluded.

6. What "Significantly Not As Described" Means

A difference must be material rather than trivial or subjective.

Examples may include:

• wrong brand;
• wrong product;
• wrong model;
• materially incorrect specification;
• substantial undisclosed damage;
• significant undisclosed functional failure;
• materially incorrect size where size was expressly stated;
• materially incorrect storage capacity;
• major missing component;
• undisclosed activation lock;
• materially false condition description;
• substantial alteration not disclosed by the seller; or
• counterfeit goods represented as genuine.

DU2BAO2 considers the entire listing, including:

• title;
• description;
• condition;
• photographs;
• specifications;
• seller disclosures; and
• relevant DU2BAO2 messages.

7. What Is Generally Not Covered

Subject to applicable Malaysian law, DU2BAO2 Protection normally does not cover:

Change of Mind

Examples:

• "I don't like it anymore."
• "I found a cheaper one."
• "The colour doesn't suit me."
• "I accidentally bought it."
• "My family doesn't want me to keep it."

Subjective Condition Disagreements

For example:

A seller describes a used item as 8/10 condition, while the buyer personally considers it 7/10.

A refund will not normally be granted where the actual condition is materially consistent with the photographs and disclosures.

Ordinary Used Condition

Minor:

• scratches;
• scuffs;
• signs of handling;
• creases;
• patina;
• cosmetic wear;
• minor paint wear;
• ageing; or
• packaging wear

do not automatically qualify where reasonably visible or disclosed.

Disclosed Defects

A buyer cannot claim that an item is significantly not as described because of a defect that was clearly disclosed before purchase.

Damage After Delivery

Damage caused after successful delivery by:

• dropping;
• water exposure;
• misuse;
• incorrect installation;
• modification;
• repair attempts;
• disassembly;
• electrical damage;
• improper storage; or
• accidental damage

is not covered.

Compatibility Issues

An item is not automatically defective simply because it is incompatible with another product, software, accessory, network or service where the seller accurately stated the item's specifications.

8. Important Rule For Used Goods

DU2BAO2 is a marketplace where many items are pre-owned.

A used item is not expected to be identical to a brand-new item.

Buyers should carefully review:

• photographs;
• condition descriptions;
• measurements;
• specifications;
• defects;
• included accessories; and
• seller comments

before purchasing.

Sellers are nevertheless required to disclose material defects that a reasonable buyer would consider important.

9. Luxury Bags — Specific Rules

For bags and luxury accessories, eligible disputes may include:

• counterfeit item represented as genuine;
• wrong brand;
• wrong model;
• materially incorrect size;
• major undisclosed tear;
• significant undisclosed structural damage;
• broken hardware materially affecting use;
• material undisclosed repair;
• material undisclosed repainting or recolouring;
• significant missing component expressly represented as included; or
• item substantially different from the listing photographs.

The following will generally not alone qualify:

• normal leather creasing;
• minor scratches;
• minor hardware hairlines;
• patina;
• natural leather variation;
• minor corner wear visible in photographs;
• slight colour difference caused by lighting or screens;
• normal storage odour;
• minor shape changes common to used bags;
• naturally occurring grain variation; or
• subjective disagreement about condition.

Sellers should disclose significant:

• restoration;
• recolouring;
• replacement parts;
• repaired stitching;
• damaged lining;
• peeling;
• cracking;
• strong odour;
• missing hardware; and
• material alterations.

10. Luxury Authenticity Claims

A buyer claiming that an item is counterfeit should provide reasonable supporting evidence.

DU2BAO2 may request:

• detailed photographs;
• date codes;
• serial numbers;
• hardware photographs;
• stitching details;
• receipts;
• certificates;
• seller proof of purchase;
• authentication reports; or
• examination by an approved independent authentication provider.

A buyer's personal opinion or an unsupported statement such as "I think it is fake" will not by itself establish that an item is counterfeit.

Likewise, possession of a receipt, box, dust bag or authenticity card does not by itself guarantee authenticity.

DU2BAO2 may consider all available evidence.

11. Third-Party Authentication

Where necessary, DU2BAO2 may request authentication by an independent provider.

The authentication result may be considered together with other relevant evidence.

DU2BAO2 may establish approved authentication providers for particular brands or categories.

Where two authentication opinions conflict, DU2BAO2 may:

• request another assessment;
• request additional evidence;
• extend the investigation;
• keep an eligible payout temporarily on hold where permitted; or
• determine the Platform dispute based on the balance of available evidence.

Authentication services may have their own limitations and terms.

12. Cameras And Lenses — Specific Rules

For cameras, lenses and related equipment, eligible claims may include a significant undisclosed issue involving:

• camera power failure;
• shutter failure;
• autofocus failure;
• card-slot failure;
• major sensor damage;
• major LCD or EVF failure;
• major control failure;
• materially incorrect camera model;
• materially incorrect lens model;
• materially incorrect mount;
• materially incorrect specification;
• significant lens damage;
• material internal fungus not disclosed;
• severe haze materially affecting image quality;
• major optical damage;
• activation or ownership lock where applicable; or
• material missing accessories expressly represented as included.

A seller must disclose known material defects.

13. Camera Issues That Do Not Automatically Qualify

The following do not automatically make a used camera or lens significantly not as described:

• minor exterior scratches;
• normal paint wear;
• minor rubber wear;
• ordinary dust;
• insignificant internal dust that does not materially affect photographs;
• reasonable battery ageing;
• minor cosmetic LCD marks;
• normal mechanical sounds;
• minor variation in autofocus behaviour;
• firmware differences;
• third-party accessory incompatibility;
• missing accessories not represented as included; or
• ordinary deterioration consistent with the disclosed age and condition.

Whether a particular issue is material will depend on the listing and evidence.

14. Camera Shutter Count

Where a seller states a shutter count, the information should be accurate to the seller's knowledge.

However, buyers acknowledge that:

• different tools may report shutter information differently;
• some cameras do not provide reliable shutter counts;
• electronic-shutter use may not be represented in the same way as mechanical-shutter usage; and
• shutter count alone does not determine the remaining life of a camera.

A small technical difference between reported counts will not normally qualify unless the seller materially misrepresented the usage of the camera.

15. Camera Testing During The Protection Window

Buyers purchasing camera equipment are encouraged to test reasonable core functions promptly.

Depending on the item, this may include:

• power;
• shutter;
• autofocus;
• buttons and dials;
• LCD;
• EVF;
• memory-card recording;
• photograph capture;
• video recording;
• lens communication;
• zoom;
• aperture control; and
• basic image output.

The Protection Window is not intended to provide an extended free trial.

16. Technology And Electronics — Specific Rules

For eligible electronic devices, covered issues may include:

• wrong model;
• wrong storage capacity;
• materially incorrect specification;
• device unable to power on;
• major undisclosed hardware failure;
• activation lock;
• undisclosed account lock;
• materially misrepresented network status;
• materially misrepresented battery condition;
• major missing component represented as included;
• counterfeit device; or
• device reasonably established as stolen or unlawfully obtained.

Where applicable, sellers should accurately disclose:

• model;
• storage;
• major defects;
• activation status;
• network restrictions;
• battery information reasonably available; and
• repair or modification history known to them where material.

17. Battery Condition

Rechargeable batteries naturally deteriorate through age and usage.

Ordinary battery degradation is not automatically considered a defect for a used item.

However, a dispute may be eligible where the seller materially misrepresented battery condition.

For example, if a seller expressly states a particular battery-health measurement and the device materially contradicts that representation immediately upon receipt, DU2BAO2 may investigate.

Battery measurements may vary because of:

• software;
• temperature;
• charging cycles;
• calibration; and
• testing method.

Minor variations alone do not necessarily establish misrepresentation.

18. Jewellery — Specific Rules

For jewellery, eligible disputes may include:

• counterfeit branded jewellery;
• materially incorrect precious-metal representation;
• materially incorrect item;
• gemstone materially different from that represented;
• significant missing stone;
• significant undisclosed breakage;
• materially incorrect branded model;
• major undisclosed repair or alteration; or
• substantial difference from the listing.

Natural characteristics such as:

• gemstone inclusions;
• colour variation;
• natural texture;
• patina;
• minor surface scratches;
• slight handcrafted variation; or
• normal signs of previous use

are not automatically defects unless materially inconsistent with the listing.

19. Precious Metals And Gemstones

If a seller makes specific claims concerning:

• gold purity;
• metal fineness;
• gemstone type;
• gemstone treatment;
• gemstone weight;
• certification; or
• laboratory grading,

those claims must be accurate to the seller's knowledge.

DU2BAO2 may request independent testing where a material dispute arises.

Independent laboratory certificates should be genuine and should correspond to the item being sold.

20. Condition Grades Are Guides

Terms such as:

• Brand New;
• Like New;
• Excellent;
• Very Good;
• Good;
• Fair;
• 9/10;
• 8/10

may involve some degree of judgment.

The actual:

• photographs;
• written description;
• disclosed defects; and
• material characteristics

take priority over a purely subjective numerical condition rating.

Sellers should therefore provide clear photographs and specific defect descriptions rather than relying only on a condition score.

21. How To Raise A Dispute

For an eligible protected purchase, the buyer should select:

Order → Raise Dispute / Return & Refund

before the Protection Window expires.

The buyer should:

1. select the affected item;
2. choose the reason;
3. explain the problem clearly;
4. upload relevant photographs or video; and
5. submit any additional evidence requested.

DU2BAO2 may temporarily pause the seller payout while an eligible dispute is reviewed.

22. Contacting The Seller

Buyers are encouraged to explain the issue to the seller through DU2BAO2 messaging.

Where appropriate, the buyer and seller may resolve the issue themselves.

Possible agreed resolutions include:

• replacement;
• missing component supplied;
• return and full refund; or
• mutually agreed partial refund.

Users should keep relevant communications within DU2BAO2 so they can be considered during a dispute.

23. Evidence

DU2BAO2 may consider evidence including:

• original listing;
• listing photographs;
• buyer photographs;
• seller photographs;
• video;
• packaging;
• serial numbers;
• IMEI numbers;
• camera body numbers;
• lens serial numbers;
• jewellery markings;
• receipts;
• authentication reports;
• courier tracking;
• parcel weight;
• DU2BAO2 messages;
• repair reports;
• service-centre assessments; and
• other reasonably relevant information.

No single type of evidence automatically determines every dispute.

24. Unboxing Videos

Buyers are strongly encouraged to record continuous unboxing videos for expensive items.

A useful video should show:

• the sealed parcel;
• shipping label;
• condition of the package;
• opening of the parcel;
• item received;
• included accessories; and
• visible condition.

An unboxing video can substantially assist a dispute.

However, absence of an unboxing video does not automatically invalidate a genuine claim where sufficient other evidence exists.

25. Seller Packing Evidence

For high-value transactions, sellers are encouraged to record:

• the item's condition before shipment;
• serial number;
• included accessories;
• packaging process;
• sealed parcel; and
• shipping label.

This can protect sellers from false:

• missing-item claims;
• condition claims;
• item-swapping claims; or
• accessory claims.

26. Serial Number And Item Matching

DU2BAO2 may record or request unique identifiers before shipment.

These may include:

• camera serial numbers;
• lens serial numbers;
• device IMEI numbers;
• electronic serial numbers;
• jewellery hallmarks;
• bag date codes;
• unique physical marks; or
• authentication identifiers.

Where a returned item's identifier does not match the original item supplied, DU2BAO2 may:

• reject the refund;
• suspend the buyer's account;
• preserve relevant records;
• investigate suspected fraud; and
• report suspected criminal activity where appropriate.

27. Return-Swapping And Part-Swapping

Return fraud is strictly prohibited.

A buyer must not:

• return a different item;
• substitute a counterfeit item;
• remove genuine parts and replace them;
• exchange batteries;
• exchange accessories;
• remove jewellery stones;
• replace hardware;
• change serial-number components;
• intentionally damage the item before return; or
• otherwise manipulate an item to obtain a refund.

Evidence of deliberate return fraud may result in permanent account restriction and referral to relevant authorities.

28. Tampering And Repair

A buyer should not materially:

• disassemble;
• repair;
• modify;
• reprogramme;
• alter;
• repaint; or
• replace components

of an item while a DU2BAO2 Protection claim is pending unless reasonably necessary for inspection or specifically authorised.

Unauthorised alteration may make it impossible to determine whether a defect existed at delivery.

This may affect the outcome of the Platform dispute.

This provision does not remove rights that cannot lawfully be excluded.

29. Return Conditions

If DU2BAO2 approves a return, the buyer must return the same item received.

Unless DU2BAO2 instructs otherwise, the return should include:

• original accessories;
• included batteries;
• chargers;
• boxes;
• certificates;
• manuals;
• straps;
• covers;
• free gifts;
• authenticity materials; and
• other components supplied as part of the transaction.

The item should be returned in substantially the condition received, allowing for inspection reasonably necessary to identify the claimed issue.

30. Return Shipping

Where the goods are materially different from what was represented or contain a defect and applicable Malaysian law requires the supplier to bear re-delivery costs, the seller shall bear those costs.

DU2BAO2 may provide:

• a prepaid shipping method;
• shipping reimbursement;
• seller-arranged collection; or
• another appropriate method.

The buyer must follow the return instructions supplied.

Where a return is caused solely by circumstances for which the seller is not responsible, return costs may be allocated differently where permitted by law.

31. Refund Options

Depending on the circumstances, a DU2BAO2 Protection dispute may result in:

Full Refund With Return

The buyer returns the item and receives an approved refund after the return requirements are satisfied.

Full Refund Without Return

DU2BAO2 may approve this in exceptional circumstances where return is inappropriate, impossible, unsafe or otherwise unnecessary.

Partial Refund

The buyer keeps the item and receives an agreed reduction in price.

A partial refund should ordinarily require agreement between the buyer and seller.

Replacement

Where appropriate and agreed, the seller may supply a replacement.

Missing Component

The seller may provide a missing component or accessory where this reasonably resolves the dispute.

Claim Rejected

Payment may be released to the seller where the evidence does not establish an eligible claim.

32. Refund Timing

After DU2BAO2 authorises a refund, actual arrival of the funds depends on the payment method, payment provider and bank.

DU2BAO2 may display an estimated refund period at the time the refund is processed.

Banking or payment-provider processing delays are outside DU2BAO2's direct control.

33. Shipping And Platform Fees

Where an entire protected transaction is cancelled because of a valid seller-related claim, DU2BAO2 may refund applicable Platform fees charged to the buyer where appropriate and where technically and legally possible.

Treatment of:

• original shipping fees;
• insurance fees;
• authentication fees;
• payment-provider fees; and
• other third-party charges

may depend on:

• the reason for the refund;
• applicable law;
• whether the relevant service has already been performed; and
• applicable third-party terms.

Any non-refundable charge should be disclosed where reasonably practicable.

34. Counterfeit Disputes

Counterfeit allegations are treated seriously.

Where there is reasonable evidence that an item represented as genuine is counterfeit, DU2BAO2 may:

• suspend the seller payout;
• require authentication;
• remove related listings;
• temporarily restrict the seller;
• inspect related seller activity;
• approve an appropriate refund;
• preserve evidence; and
• cooperate with relevant authorities or rights holders.

DU2BAO2 may provide special return instructions for suspected counterfeit goods.

A buyer should not independently destroy or dispose of disputed goods unless instructed or legally required to do so.

Confirmed counterfeit refund and seller responsibility. Where an item in an eligible DU2BAO2 Protection transaction is reasonably established as counterfeit after being represented as genuine, DU2BAO2 may provide the buyer with a full eligible refund under this Policy. The seller remains financially responsible for the refunded transaction amount and reasonable directly related authentication, return, payment-reversal, chargeback or dispute costs to the extent permitted by law and the applicable payment arrangements. DU2BAO2 may recover properly due amounts from eligible pending or future seller payouts or through other lawful means.

35. False Counterfeit Claims

Buyers must not knowingly make false counterfeit claims in an attempt to obtain a free item or refund.

Where a buyer:

• submits fabricated authentication evidence;
• substitutes a counterfeit item;
• manipulates photographs;
• returns another item; or
• knowingly makes a fraudulent claim,

DU2BAO2 may reject the claim and restrict or terminate the account.

Serious suspected fraud may be reported to relevant authorities.

36. Buyer Responsibilities

Buyers must:

• read the listing before purchasing;
• review photographs;
• ask important questions before purchase;
• provide an accurate delivery address;
• inspect delivered goods promptly;
• raise eligible disputes within the applicable Protection Window;
• provide truthful evidence;
• preserve the item while a dispute is pending; and
• comply with reasonable return instructions.

DU2BAO2 Protection is intended to address genuine transaction problems, not to provide buyers with a free trial or unconditional return right.

37. Seller Responsibilities

Sellers must:

• describe goods accurately;
• disclose material defects;
• use genuine photographs where required;
• provide accurate model and specification information;
• declare significant repairs or alterations where relevant;
• package goods appropriately;
• send the correct item;
• include agreed accessories;
• use accurate tracking information;
• cooperate with disputes; and
• comply with applicable Malaysian law.

A seller may not rely on statements such as:

"No refund under any circumstances"

to avoid rights or obligations that apply under Malaysian law or DU2BAO2 Protection.

38. Abuse Of Buyer Protection

DU2BAO2 may take action against users who repeatedly or deliberately misuse the Protection system.

Examples include:

• fraudulent claims;
• repeated false non-receipt claims;
• return swapping;
• part swapping;
• fabricated evidence;
• deliberate item damage;
• chargeback abuse;
• collusion;
• manipulated transactions; or
• attempts to obtain both a Platform refund and payment recovery elsewhere for the same loss.

Actions may include:

• warning;
• additional verification;
• loss of Protection privileges;
• transaction restrictions;
• suspension;
• termination; or
• investigation.

Legitimate use of Buyer Protection will not be treated as abuse merely because a user has previously raised genuine disputes.

39. Chargebacks And Duplicate Recovery

A user must not intentionally obtain duplicate compensation for the same transaction.

If a buyer has already received:

• a DU2BAO2 refund;
• seller reimbursement;
• bank chargeback;
• payment-provider reimbursement;
• insurance compensation; or
• another full recovery,

the buyer must disclose this where relevant.

DU2BAO2 may adjust its own refund to prevent duplicate recovery where permitted by law.

40. Du2Bao2 Dispute Decisions

DU2BAO2 will review Platform disputes using the information reasonably available.

DU2BAO2 may request additional information from either party.

Failure to provide requested evidence within a reasonable deadline may affect the outcome.

DU2BAO2's decision determines how DU2BAO2 Protection and the related Platform payment will be administered.

It is not a judgment of a court or tribunal.

Nothing in this Policy prevents a buyer or seller from exercising rights available under Malaysian law.

41. Statutory Rights

DU2BAO2 Protection provides an additional Platform process.

It does not replace statutory protections which may apply to a transaction.

Different legal rights may apply depending on matters such as:

• whether the seller is acting in trade or business;
• whether the buyer qualifies as a consumer;
• the nature of the goods;
• representations made by the seller; and
• applicable Malaysian legislation.

Where a provision of this Policy conflicts with a mandatory Malaysian legal requirement, the mandatory legal requirement prevails.

42. Consumer Claims

Where applicable, an eligible consumer may have rights against a supplier under Malaysian consumer protection law.

Nothing in this Policy prevents an eligible user from seeking redress through:

• the Tribunal for Consumer Claims Malaysia;
• Malaysian courts;
• KPDN;
• another competent authority; or
• another remedy available under law.

43. Changes To This Policy

DU2BAO2 may update this Policy as:

• marketplace features change;
• payment services change;
• new product categories are introduced;
• fraud patterns develop;
• authentication services change; or
• Malaysian laws or regulatory requirements change.

The latest version and effective date will be displayed on this page.

Material changes will not ordinarily be applied retrospectively to a transaction already completed unless required by law or reasonably necessary to address fraud, security or safety.

44. Contact And Complaints

Questions or complaints relating to DU2BAO2 Protection may be submitted through:

DU2BAO2 Support Email: [INSERT SUPPORT EMAIL] Help Centre: [INSERT HELP / COMPLAINT PAGE] Website: https://du2bao2.com

For a transaction dispute, users should use the Raise Dispute / Return & Refund function inside the relevant order whenever available.