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

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.

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

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.

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.

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.

In this case, they sent the WRONG ITEM.

Seller don't have obligation to ship the correct items? By the way, in this case, the seller is Shopee Malaysia themselves.

I ordered 3 cartons. Each carton has 5 packs. The total shipping fee is RM55 and it is delivered by Best Cargo (lorry).

This post has been edited by contestchris: Jun 11 2025, 11:59 AM

At best one carton in the booth of a sedan. Unless you unbox, the second carton won't fit lah.

Yes

LMAO the item is unopened in the carton.

Okay, so everyone here is siding with Shopee.

Also, how is it fair that a proportionate shipping fee is not refunded for the incorrect item? Shipping fee is around RM55 but the refund they are giving is EXCLUDING the shipping. How does that make sense?

Yes I definitely already opened the M size carton since I need to use it. I can't even send back the entire package, it must be some 30kg+. Now it's become a matter of principle, either Shopee make me whole or they refund me 1/3rd of the order value.

Not comparable. Different events altogether

Shopee have rejected my proposal.

I have also told the case officer I rehect Shopee proposal.

Case manager will provide final decision

Damn I as a buyer am being attacked fot being entitled, when the seller is wholly at fault for shipping an incorrect item.

Anyways no one answered my real question. I take it, no consumer protection laws governing this.

Dude I did not open the incorrect diapers. I only want an exchange or refund for that

This post has been edited by contestchris: Jun 11 2025, 04:58 PM

Don't talk nonsense. You can refund a partial order.