Refund Policy

 

PART A - CANCELLATION

 

Process

Description

1.

Cancellation by Buyer

*For certain selected sellers and products, there is a 5% cancellation fee. The cancellation fee shall be deducted from the refund amount.

 

(a) Before Delivery of Product

A Shopper may cancel their purchases without the Seller's approval at any time before the Product status on the Website is stated as "Processing".

(b) During Preparations for Delivery

Once preparations for delivery of the Product are in progress (where the status on the Website is stated as "Processing"), any cancellation will require the Seller's approval, subject always to the terms of the Seller Agreement.

(c) After Delivery of Product

Once a Product has been shipped out, the status for the order on the Website shall be changed to "Shipped" on the Website. The order can no longer be cancelled at this point, and any cancellation will need to be made via the return process as set out in Part B of this Policy.

2.

Cancellation by Seller

A Seller may cancel an order where there is inadequate stock to fulfill such order, where there will be unreasonable delay in sourcing of the Products or where the Product has been wrongly advertised or priced. In such instance, the Shopper:-

1. (a) will be notified of the cancellation via the Website and email

(b) shall be entitled to a full refund of the purchase price paid including shipping fees where applicable for buyer

2. and shipping fees.

3. For certain selected sellers and products, there is a 3% cancellation fee. The cancellation fee shall be deducted from the refund amount.

3.

Cancellation by the Company

The Company shall have the right to cancel any order/transaction where the Company deems it necessary to:-

1. ensure compliance with the law;

2. protect the interests of the Company, Seller, Shopper and/or any relevant third party; and/or

3. Such other reason as the Company deems appropriate.

The Company may commence refund procedures without any request made by the shopper, and both the shopper and Seller shall be notified of the cancellation in writing.

PART B - RETURNS, REFUNDS AND EXCHANGES

I - Entitlement for Returns, Refunds and Exchanges

 

Requipments

Description

1.

Entitlement for Refund/Exchange - Defective or Non-Compliant Product

A Shopper shall be entitled to a refund or exchange of a Product in the following situations:

1. (a) Product is defective

A Product is defective if it:-

 (i) has been defectively assembled or manufactured; and/or

 (ii) is dangerous or harmful for normal use.

 

2. (b) Product does not comply with description/criteria

A refund or exchange is allowed if the delivered Product:

 (i) is a different or the wrong product;

 

 

2.

Non-Returnable/ Non-Exchangeable Products

No request by a Shopper for refund or exchange of a Product in the following categories:-

1.  Consumer electronic items;

2.  Lingerie, underwear or other intimate apparel;

3. Swimsuits;

4.  Beauty products and cosmetics;

5.  Fragrances;

6.  Customised products;

7. Electronic vouchers (if any) for goods and services (vouchers downloadable immediately upon payment of purchase price);

8. Compact discs (CD) and Digital Video Discs (DVD);

9. Pharmaceutical products; and

10. Perishable foods.

 

3.

Specific Provisions for Vouchers relating to Travel & Services

1. 1. Obligation of Sellers relating to E-voucher and Services

A Seller who sells electronic vouchers relating to travel products and services ("e- voucher") on the Website must ensure the following:-

(a)Clear Directions for Redemption. Seller must state clearly on the Product page, in BOLD and in RED lettering the following:-

 (i) the redemption period of the e-voucher;

 (ii) the validity period of the e-voucher; and

 (ii) the method of redemption for the e-voucher, which must specifically state that the Shopper is required to contact the Seller directly to redeem the e-voucher purchased.

(b) Minimum 14-Day Redemption Period. All e-voucher must have a minimum redemption period of at least fourteen (14) days from the date of purchase by the Shopper.

(c) Minimum 7-Day Validity Period. All e-voucher must have a validity period of at least seven (7) days from the date of purchase by the Shopper.

 (d) Valid Contact Details. Seller must provide at least one (1) valid contact numbers and one (1) valid email address on the Product page in order for the Shopper to make any reservations or bookings.

(e) Prompt Response Time. A Seller shall be responsive to any requests or queries received from Shopper as required under the Seller Agreement. Where a Shopper is unable to contact a Seller and requests assistance from the Company, the company will attempt to contact the Seller on the Shopper's behalf, and if no response is received within three (3) days of the first attempt, the Company shall be entitled to cancel the transaction and full refund will be made to the Shopper.

 

PART B - RETURNS, REFUNDS AND EXCHANGES

II - Process for Returns, Refunds and Exchanges

1.

Return of Product by Buyer  to Seller

1. Upon confirmation of acceptance of request for refund or exchange pursuant above, parties shall, within three (3) Business Days, arrange for the return of the Product as follows:-

(i) Product Defective or Not Compliant with Specifications

Seller shall arrange for pick-up of the Product from the Shopper at Seller's own cost and expense (unless Seller waives the requirement for the Product to be returned for the Shopper to claim for refund or exchange).

2.  Unsuccessful Return to Seller

If a delivery of the returned Product to the Seller is not successful due to reasons that include but is not limited to incomplete/incorrect address or loss of contact with the Seller, the Company may:

(i) upon request by the Shopper, pick up the returned Product from the Shopper within five (5) Business Days of the Shopper's request; or

(ii) request the Shopper to send the returned Product to the Seller's warehouse.

3.  Loss or Damage During Return Delivery to Seller

 (i) Where the Seller engages a courier service company to pick up a Product from a Shopper for return pursuant above, and such Product is lost or damaged during return delivery, the Seller shall be responsible to bear the costs for such lost or damaged Product notwithstanding that such loss or damage was caused by the courier service company.

 (ii) Any compensation to be recovered from the courier service company thereafter will need to be personally initiated by the Seller, and not the Shopper.

 (iii) For the avoidance of doubt, the Company reserves the right to utilise all or any part of the Settlement Amount to resolve any claims the Shopper may make in respect of the lost or damaged Product.

 

2.

Review of Returned Product

1. (a) Seller Review and Assessment

Upon receipt of the returned Product from the Shopper, the Seller shall review and check the same to assess whether it is in an acceptable and saleable condition for refund or exchange. The Seller is entitled to reject the refund or exchange of a Product that:

1. (i) has been consumed or is showing excessive wear and tear for the period of use;

2. (ii) has been used in a manner not fit for its purpose;

3. (iii)has torn or dirty packaging; and/or

4. (iv) is no longer in working condition.

 

3.

Final Decision on Refund or Exchange

(a) Once the assessment and review of the Product is completed, the Seller shall provide a final decision to either approve or reject the requested exchange or refund of the Product no later than three (3) Business Days from the receipt of the returned Product from the Shopper or by any revised timeline .

(b) In the case of:-

(i) approved exchange of the Product, the Seller shall deliver the new Product to the Shopper promptly;

(ii) approved refund of the Product, the Seller shall refund the purchase price to the Shopper, which shall be carried out by the Company deducting the purchase price from the Seller's deferred Settlement Amount or such other method as the Company deems fit.

 

4.

Automatic Acceptance for Non-Response by Seller

 

 

In the event that:

1. (a) the Seller does not respond to the Shopper's request for a refund or exchange of Product (prior to return of Product to the Seller) within the period set out ; or

2. (b) where the Seller does not provide any decision on the refund or exchange of a Product within the period set out ;

it shall be deemed that the request by the Shopper has been accepted and the Company will immediately proceed with the refund or exchange process.

5.

Method of Refund

All type of payment is refunded into OkayBuy Wallet  account on the Website.

6.

Stock Not Available

In the event a request for an exchange is made and the Seller does not have the relevant Product in stock, the exchange shall be handled as a request for return of the Product as a refund.