1.1 Buyer may apply for a refund of the purchased Items or Services “Item” subject to the Terms in Refund Policy and the Terms of Service.
1.2 Buyer may not apply for the refund of the Item due to a change of mind.
1.3 Before you ask for a refund with us, we urge you to contact the Supplier and try to resolve the dispute accordingly.
1.4 Refund for purchased Service is subject to the Supplier’s contract agreed by both parties.
1.5 Our returns policy lasts 14 days. If 14 days have passed and we didn’t receive any refund application since your purchase, we can’t provide you with a full refund or exchange.
1.6 To be eligible for a full refund, the Item must be unused, in the same condition when you received it, and must also be in the original packaging. Hence, we encourage the Buyer to take a photo of the Item upon receipt.
1.6.1 We will only accept refund applications for used Items if the Item has stopped working within the warranty period. The Item should be returned with no physical damage unless the damage is present during receipt.
1.7 You may raise disputes in two cases, one where the Item is ‘significantly not as described’. The second is when the Item is ‘not delivered’ and the Supplier is not returning any attempts of your communication.
1.7.1 The Item is considered ‘significantly not as described’ if the Supplier delivered the Item but did not match the agreed specification to the Buyer or materially inconsistent from the information provided by Supplier in the listing of the Item. E.g., wrong color, size, incomplete service, etc.
1.7.2 The Item is considered ‘not delivered’ when the Buyer has not received the Item within a reasonable timeframe.
1.7.3 Please contact the Supplier immediately if the Item has been damaged during shipping so that they can raise this issue with the shipping company.
2.1 Several types of goods are exempted from this Refund policy, such as perishable goods like food, newspapers or magazines, flowers, and the like. Additionally, virtual goods and health or personal care Items are also excused from this Policy, such as gift cards, downloadable products, perfume and skincare products. Please contact the Supplier directly if you have complaints on non-returnable items to discuss the refund procedure internally.
3.1 Please don’t apply for refund if you need to exchange your Item, instead we encourage you to contact your Supplier directly to faciliate the procedure.
4.1 As a Buyer
4.1.1 You may report the dispute transaction or contact your credit card provider to check chargeback options that may be available for you. However, you may not do both options simultaneously or get a double recovery regarding the same transaction. We will close your report if you raise a dispute with us and file a credit card chargeback concurrently.
4.1.2 You don’t need to report a dispute transaction if the Supplier sent you a refund/exchange with both agreements.
4.1.3 If the Item is reported as ‘significantly not as described’, and both parties do not agree on the discrepancy between what was described and the Item that was sold, we will make a just decision based on all the information about the Item. We will exercise our authority based on various factors: the Item description during the time of purchase, communications between you and the Supplier supported with documentation. We will give the final decision.
4.1.4 If the Item is reported as ‘not delivered’, we request the Supplier to present evidence of shipping and delivery with tracking details. If the Supplier fails to provide the proof, we will resolve the conflict in your favor.
4.2 Disputes as a Supplier
4.2.1 As a Supplier, we urge you to constantly communicate with your Buyer, mainly if there are any exceptional situations. Furthermore, we recommend you respond as promptly as possible to your Buyer’s needs to prevent any avoidable disputes.
4.2.2 If the Item is reported as ‘significantly not as described’, and both parties do not agree on the discrepancy between what was described and the Item that was sold, we will make a just decision based on all the information about the Item. We will exercise our authority based on various factors: the Item description during the time of purchase, communications between you and the Buyer supported with documentation. We will give the final decision.
4.2.3 For the Items that are ‘not delivered’, we will reach out to you to ask for proof of delivery. The evidence must clearly show that the Item has been delivered to the Buyer as reflected on the sales receipt. In addition, the document must show the date when the Item was delivered with official acceptance of the Item by the Buyer. This is the only proof that we will consider as proof of delivery. If the Supplier can’t provide proof of delivery, we will close the dispute in the Buyer’s favor.
4.2.4 If the Buyer files a credit card chargeback, we will end the dispute transaction to avoid double recovery.
5.1 When returning the purchased Item, the Buyer should ensure the Item must be returned to the Supplier in the condition received by the Buyer on delivery. This should include all the complimentary Items, such as accessories that come with it. Hence, we encourage the Buyer to take a photo of the Item upon receipt.
5.2 The Buyer should follow the Supplier’s contract for canceling a purchased Service. We will only accommodate the Buyer’s request for cancellation and refund if the reasons are justifiable and not communicated through the parties’ signed contract.
5.3 The cost of returning the Item should be mutually agreed upon between the Buyer and Supplier.
5.4 Shipping
5.4.1 To return your product, you should mail the Item to the Supplier’s address.
5.4.2 The Buyer should pay for the shipping costs for returning the Item. Shipping costs are non-refundable. Once the Item is approved for refund, the shipping cost will be deducted from the refund.
5.4.3 If you are returning an expensive item, please consider using a trackable shipping service or shipping insurance. Unfortunately, we can’t ensure we will receive your returned Item.
6.1 We will try our best to facilitate the refund from the Supplier. But, if the Supplier declines to comply or has taken an unreasonable amount of time (more than two weeks) to process the refund, we will encourage our Buyers to apply for the chargeback option.
