Marketplace Terms

1. Scope

These Marketplace Terms apply when a buyer purchases goods or services offered by independent sellers through the Nusatera Shop. They supplement the Terms of Use, Privacy Policy, Returns & Refunds Policy and Shipping & Delivery Policy.

2. Nusatera’s marketplace role

Nusatera provides the marketplace infrastructure through which sellers list products, buyers place orders, payments are processed, shipping options are presented and orders can be supported. Unless Nusatera is expressly identified as the seller, the contract for the product is between the buyer and the identified seller. Nusatera may administer checkout, payment, order routing, support, refunds, disputes and logistics integrations on behalf of the marketplace.

3. Seller identity and product information

Each seller is responsible for keeping its required identity, contact, product, pricing, sale-term and delivery information accurate and not misleading. Product pages may contain information supplied by the seller. Nusatera may correct, suspend or remove listings that are incomplete, misleading, unlawful or inconsistent with marketplace rules.

4. Prices and charges

Prices are shown in the currency displayed at checkout. Applicable product prices, discounts, delivery charges, taxes and other charges should be presented before the buyer confirms the order. A seller-funded promotion reduces the seller’s economics for the affected item; a promotion expressly funded by Nusatera is borne by Nusatera under the applicable campaign rules.

5. Orders and multi-seller checkout

A single checkout may contain products from more than one seller. Nusatera may represent that checkout as one customer-facing order while internally allocating the relevant items, amounts, fulfilment responsibilities, refunds and settlement to each seller. Acceptance, cancellation or fulfilment may therefore differ between seller portions of the same checkout.

6. Payment

Online payments may be processed through Airwallex or another payment provider made available by Nusatera. Payment authorisation or capture does not by itself guarantee that every item can be fulfilled. Where Cash on Delivery or another payment method is offered, additional conditions displayed at checkout may apply.

7. Shipping and delivery

Sellers select the shipping services they are prepared to use under their seller shipping policy. Nusatera may obtain rates and service information through Delyva or other logistics providers and may show a limited selection of eligible shipping choices to the buyer. Where multiple sellers are included in an order, items may be shipped separately and may have different delivery estimates, tracking references or charges.

8. Delivery estimates and tracking

Delivery dates and transit times are estimates unless expressly stated otherwise. Sellers are responsible for timely handover of parcels and accurate fulfilment information. Carriers remain responsible for transport services under their applicable terms. Buyers should provide a complete and accurate delivery address and cooperate with reasonable delivery attempts.

9. Cancellations

An order or seller portion may be cancelled where permitted by applicable law and marketplace rules, including where an item cannot be supplied, payment fails, a listing contains a material error, fraud is suspected or the seller cannot fulfil the order. Any amount already collected for a valid cancellation will be handled through the applicable refund process.

10. Returns, refunds and defective goods

Return and refund eligibility is governed by Malaysian law and the Nusatera Returns & Refunds Policy. Seller policies cannot remove consumer rights that cannot lawfully be excluded. Approved refunds are generally returned through the original payment route where practicable. In a multi-seller order, a refund may apply only to the affected seller portion or item.

11. Disputes

Buyers should first use Nusatera support to report an order, product, seller, delivery or refund issue. Nusatera may request evidence, facilitate communication with the seller, apply marketplace rules and administer an appropriate remedy. This process does not remove any right a consumer may have to pursue a remedy through the Tribunal for Consumer Claims Malaysia, a court, regulator or other lawful channel.

12. Promotions, vouchers and credits

Promotions may be funded by a seller, Nusatera or both. Campaign-specific eligibility, minimum spend, validity periods, exclusions and refund treatment may apply. Where an order is refunded, promotional value may be recalculated according to the campaign rules and applicable law.

13. Prohibited and restricted products

Products must comply with Malaysian law and Nusatera marketplace rules. Nusatera may refuse, remove or restrict listings that are illegal, unsafe, infringing, misleading, counterfeit or otherwise prohibited by the platform.

14. Statutory consumer rights

Nothing in these Marketplace Terms excludes, restricts or modifies any guarantee, remedy, right or liability under the Consumer Protection Act 1999 or other Malaysian law that cannot lawfully be excluded or limited.

15. Changes and contact

Nusatera may update these Marketplace Terms as the marketplace, applicable law or operational services change. Questions or disputes can be submitted through Contact Us.