1. Application for
Returns/Refunds
Subject to the terms and conditions in this Refunds
and Return Policy and the Terms of Service, Buyer may apply for return of the
purchased items (“Item”) and/or refund prior to the expiry of the Internet
shopping mallMART Guarantee Period as stated in the Terms of Service.
Internet shopping mallMART Guarantee is a
service provided by Internet shopping mallMART, on User’s request, to
assist Users in dealing with certain conflicts which may arise during the
course of a transaction. Users may communicate with each other privately to
resolve their differences or approach their relevant local authorities to assist
them in overcoming any dispute prior, during or after using Internet
shopping mallMARTGuarantee.
2. Application for
the Return of an Item
Buyer may only apply for the refund and/or return of
the Item in the following circumstances:
The Item has not been received by Buyer;
The Item was defective and/or damaged on delivery;
Seller has delivered an Item that does not match the
agreed specification (e.g. wrong size, colour, etc.) to Buyer;
The Item delivered to Buyer is materially different
from the description provided by Seller in the listing of the Item; or
By way of private agreement with Seller and Seller
must send his/her confirmation to Internet shopping mallMART confirming
such agreement.
Buyer’s application must be submitted via the Internet
shopping mallMART mobile app.
ten (10) calendar days after the return request is
raised.
In the event where Buyer has commenced legal action
against Seller, Buyer may provide the formal notification from the appropriate
authority to Internet shopping mallMART to request Internet
shopping mallMART to continue to hold the purchase monies until a formal
determination is available. Internet shopping mallMART will, at its
sole and absolute discretion, determine whether it is necessary to continue to
hold such purchase monies.
3. Rights of
Preferred Sellers
If you are a Preferred Seller, you should have
received a separate written notification from Internet shopping mallMART informing
you of your selection to participate in the Internet shopping mallMART Preferred
Seller Program. If you decide not to participate in the Internet
shopping mallMART Preferred Seller Program at any time, please
inform Internet shopping mallMART in writing; otherwise, you will be
deemed to have elected to continue your participation in the Internet
shopping mallMART Preferred Seller Program and consented to the terms and
conditions set out in this Refunds and Return Policy. Internet
shopping mallMART may, at any time and at its sole discretion, suspend or
remove any Preferred Seller from the Internet shopping mallMART Preferred
Seller Program.
Internet shopping mallMART’s determination to approve
a refund or return of an Item pursuant to Section 2 above is binding on the
relevant Preferred Seller. Preferred Sellers agree to comply and do all
such things as necessary to give effect to a Buyer’s request for a refund or
return approved by Internet shopping mallMART.
For any refund or return request approved by Internet
shopping mallMART, Internet shopping mallMART will notify the
Preferred Seller by Internet shopping mallMART (“Internet shopping
mallMART Notification”) and organize the delivery of the relevant returned
Item to the address provided by the relevant Preferred Seller to Internet
shopping mallMART in writing for the completion of the refund and return
process, so long as such address is in the country in which the relevant Item
was listed for sale on the Site (a “Local Address”). If Preferred Seller
fails to provide a Local Address for return of the returned Item or otherwise
fails to accept delivery of the returned Item within a reasonable period of
time (as determined by Internet shopping mallMART), Internet shopping
mallMART reserves the right to dispose of such Item in any manner it sees
fit and Preferred Seller shall be deemed to have forfeited all rights to such
Item. Preferred Seller must notify Internet shopping mallMART within
seven (7) days of receiving the Internet shopping mallMART Notification
(“Notification Period”) if Preferred Seller does not receive the returned Item.
Failure to notify Internet shopping mallMART within the
Notification Period shall be conclusive evidence of, and result in the
Preferred Seller having accepted that, the delivery of the Item has occurred,
and Preferred Seller agrees not to make any claims or raise any disputes
regarding any such Item.
Notwithstanding the above, Internet shopping
mallMART may determine at its sole and absolute discretion that an Item
approved for refund or return shall not be returned to Preferred Seller, and
Preferred Seller shall be deemed to have forfeited all rights to such Item.
For any refund or return rejected by Internet
shopping mallMART where the relevant Item was received by Internet
shopping mallMART, Internet shopping mallMART will organize the
delivery of such Item to the relevant Buyer’s address pursuant to Section 2
above.
Where Internet shopping mallMART approves
any refund or return request, Preferred Seller may appeal such decision by
contacting Internet shopping mallMART and providing evidence in
support of such appeal. If Internet shopping mallMART upholds
Preferred Seller’s appeal, it will disburse all or part of the purchase monies
to Preferred Seller. Preferred Seller acknowledges and agrees that Internet
shopping mallMART’s decision is final, conclusive and binding, and covenants
and agrees that it will not bring suit or otherwise assert any claim
against Internet shopping mallMART or its affiliates in relation to
such decision.
4. Rights of
Ordinary Sellers
For the purpose of this Refund and Return Policy,
Ordinary Sellers are Sellers that are not Mall Sellers or Preferred Sellers.
When Internet shopping mallMART receives an
application from Buyer for the return of the Item and/or refund, Internet
shopping mallMART will notify Seller in writing. Seller may respond to
Buyer’s application according to the steps provided by Internet shopping
mallMART in the written notification. Seller must respond within the
time-frame stipulated in the written notification (the “Stipulated Period”).
Should Internet shopping mallMART not hear from Seller within the
Stipulated Period, Internet shopping mallMART will assume that Seller
has no response to Buyer’s application and will proceed to assess Buyer’s
application without further notice to Seller. Internet shopping mallMART will
review each Seller’s response on a case-by-case basis and, in its sole
discretion, determine whether Buyer’s application may be successful against the
circumstances stated by Seller.
5. Condition of
Returning Item
To enjoy a hassle-free experience when returning the
Item, Buyer should ensure that the Item, including any complimentary items such
as accessories that come with the Item, must be returned to Seller in the
condition received by Buyer on delivery. We will recommend Buyer to take a
photo of the Item upon receipt.
6. Liability of
Product Forward Shipping Fee and Return Shipping Fee
i) In the scenario of an
unforeseen error from the seller's end (i.e - damaged, faulty or wrong product
delivered to the buyer), the seller will bear buyer's forward shipping fee and
return shipping fee.
ii) In the scenario of the buyer's
change of mind, buyer shall get seller's consent prior to the return request
and buyer will bear the return shipping fee.
iii) In the scenario where both
seller-buyer disputing the party liable for the forward shipping fee and return
shipping fee, Internet shopping mallMART at its sole discretion will
determine the party liable for the forward shipping fee and return shipping
fee.
For the avoidance of doubt, should the seller be
liable for the buyer’s forward shipping fee and return shipping fee in any of
the above scenarios, the seller shall be liable for the buyer’s forward
shipping fee even if the buyer used a Free Shipping Voucher for the delivery of
the product.
7. Refunds
Buyer will only be refunded after Internet
shopping mallMART has received the confirmation from Seller that Seller
has received the returned Item. In the event where Internet shopping mallMART does
not hear from Seller within a specified time, Internet shopping mallMART will
be at liberty to refund the applicable sum to Buyer without further notice to
Seller. For more information on Seller’s response time limits, please click
this link. The refund will be made to Buyer’s credit/debit card or designated
bank account, whichever is applicable.
8. Communication
Between Buyer and Seller
Internet shopping mallMART encourages Users to
communicate with each other in the event where problem arises in a transaction.
As Internet shopping mallMART is a platform for Users to conduct
trading, Buyer should contact Seller directly for any issue relating to the
Item purchased.
Last updated: 10 August 2022