Is there any laws governing the obligations of the seller in the event of delivery of incorrect items?

I have a dispute with Shopee, where I have escalated the matter to eAduan KPDN. Despite the case officer contacting them, Shopee is not budging.

Shopee is proposing that in order to receive a refund, I must return the incorrect item shipped/fulfilled by them. There is also a long list of steps to be followed to be eligible for the refund.

How is this fair in terms of consumer rights? Since the incorrect items are sent by the seller, why must the buyer go out of their way to make things right? Is the onus not on the seller to make things right instead?

Therefore, I replied to the case officer and Shopee’s KPDN email resolution team with two methods to resolve this:

1. Shopee Malaysia sends me the correct item and picks up the incorrect when delivering it.
2. Issue a refund only (without returning the item)

Appreciate if you guys can share, how the law is written in this case, and who will KPDN side with.

NOTE: There is ample proof that the incorrect item was delivered, and Shopee Malaysia have also owned up to the error.

This post has been edited by contestchris: Jun 11 2025, 10:29 AM

not sure why you having issues, i just returned an item on shopee hassle free, they even offer to pick it up FOC

Why so difficult? Just return the bloody item la.

Escalating here and there will prolonged the dispute. Who knows, the seller might close down and u get nothing in return.

It’s a large bulky item and I don’t intend to waste any time or resources whatsoever on this, cause why should I since it is not due to my negligence or incompetence.

What are the long list of steps they ask you to do?

The last time I just need to tape and drop off the item at my chosen drop off point (just downstairs of my office) and that's it.

We are pleased to inform you that we can assist with a refund request for your order. However, you will need to return the incorrect item to the following address:

Recipient Name : Shopee Return Dept (60327779222)
Recipient Address : Unit WA-L2-A1, Bukit Raja Industrial Complex, Jalan Keluli 2B/KU2, Taman Perindustrian Bukit Raja, 41050 Klang, Selangor MY

**NOTE: Please remember to write down the Order ID xxxxxxxxxxxx on the consignment note for reference purposes. Please do not use Cash on Delivery (COD) or Delivery Fees on Delivery (DFOD) services for return.

To ensure a smooth return process, please visit the link to learn more about how to pack your return parcel:
[Shipping Returns] How do I pack my parcel for return/refund?

Once you have completed the return process, please provide us with the following documents for reimbursement:

1. Video and Photo Proof: Send us the video of the packaging process and the picture of the parcel upon drop-off at the courier.
2. Return Consignment Note: Include the return consignment note in this email.
3. Return Shipping Fee Receipt: Attach the receipt for the return shipping fee.

This post has been edited by contestchris: Jun 11 2025, 10:40 AM

of course you gotta return it to get a refund, the seller also making a living, it could be staff mistake stick the wrong label on the item, shopee is not at wrong for siding seller here

Online shopping has several benefits and several cons. To save a few bucks, this is what people have to do.

My advice is simple, don't buy bulky items like furniture online. Go to a physical shop instead. The amount of savings ain't worth the trouble.

The largest item I ever bought was a 50 inch TV. Luckily, there were no problems with it for the past 2 years.

But to inconvenience others? You come collect from me, you pack the wrong item in. Why must make my life difficult? It's the cost of doing business, you make a mistake - you either correct it on your own cost, or you bear the loss.

ini customer yg mafan

and stick on his own rule

It's not furtniture, it's baby diapers. Pretty standard items, the issue not the product not up to staisfaction etc, it's memang the wrong specs are sent. The store is operated and fulfilled by Shopee themslves. The packing is recorded by video and Shopee accepts an error occured.

Damn I am surprised so many seller side apologists here.

shopee has no service like send you the correct one and pick up the incorrect one lah

In any case, I want to know the position of the law on this matter. Not whether which side is mafan or not.

Hopefully the KPDN case officer sees the fairness of the matter. Otherwise, I will take it to the consumer tribunal. Would be a good learning experience.

we, would like to hear and learn from your case if you proceed to consumer tribunal. Just go.

by right they come collect it or drop at the nearest location.

i done that multiple time, kind easy.

This is different from my experience few months ago (shopee mall seller). I just need to click return/refund, take photo of the wrong item, select the drop off point, and drop off the item. The staff will print out the label and stick it on the package. Everything is done via the app, no email in my case. I got the refund the same day I drop off the item. Which mean the seller refund the money before they receive the item.

dunno about Shopee but happened to me once on Lazada, because I frequently shop on Lazada

it's small item worth RM2k but the package has been tempered before delivery, got signs of the box being opened before I even got it. I immediately send it to nearby drop point then wait for Lazada to refund, and the refund issued to me within 1 week.

This post has been edited by Red_rustyjelly: Jun 11 2025, 11:10 AM

Just drop off the parcel la. U will lose eventually even if u raise to KPDN.

They don't have a clause stated they will come to pick up from u and there is no obligation for them to do so. U will lose kao kao if u sue them.

Shopee is a marketplace, not personalized service. Gg