Refund & Withdrawal Policy
Last Updated: October 2025
1. Escrow Model
Mongjee operates an escrow payment model. When a Buyer places an order, payment is processed immediately by Razorpay and held in escrow. The Personal Shopper sources and ships the item. Upon delivery, the Buyer confirms receipt through the platform — only then are funds released to the Shopper. Funds are never released without explicit Buyer confirmation.
2. Refund Eligibility
A Buyer may be eligible for a full or partial refund in the following circumstances:
Non-delivery: The item is not delivered within the agreed timeframe and the Shopper cannot provide proof of shipment.
Significantly not as described: The item received differs materially from the listing (wrong item, severely damaged).
Order cancellation before shipment: The Shopper is unable to source the item and cancels the order.
Platform error: A technical issue results in an incorrect charge.
Refund requests must be submitted before confirming delivery. Once a Buyer confirms delivery, funds are released and the transaction is final.
3. Non-Refundable Situations
Refunds will not be issued when the Buyer has already confirmed delivery, the Buyer changed their mind about an accurately described item, delivery delays are caused by circumstances outside the Shopper's control (customs, carrier delays), or for platform service fees (non-refundable in all cases).
4. Dispute Process
First, contact your Personal Shopper through in-app messaging to attempt resolution. If unresolved, raise a dispute via the order page before confirming delivery. Mongjee will review the dispute within 5 business days and may request evidence (photos, tracking, screenshots). If a refund is approved, it will be processed to the original payment method within 7–14 business days. Mongjee's decision is final.
5. Personal Shopper Withdrawals
Earnings are released after the Buyer confirms delivery. Shoppers must have a verified bank account or Razorpay account registered in their Bank Settings. Payout processing typically takes 1–3 business days after release. Payouts may be withheld if the account is under investigation for policy violations.
6. Currency
All transactions are denominated in Malaysian Ringgit (MYR). Refunds are issued in MYR. Currency conversion losses are not compensated by Mongjee.
7. Contact
For refund or withdrawal enquiries, contact us at [email protected] with your order ID.