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 Guarantee Period as stated in the Terms of Service. 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 Guarantee Period.

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
• By way of private agreement with Seller and Seller must send his/her confirmation to us confirming such agreement
• Change of Mind*

*Change of Mind return policy is only applicable to certain categories and restricted to certain Sellers only. Buyer's application must be submitted via the Website. We will review each Buyer's application on a case-by-case basis and, in its sole discretion, determine whether Buyer's application is successful.

In the event where Buyer has commenced legal action against Seller, Buyer may provide the formal notification from the appropriate authority to us to request us to continue to hold the purchase monies until a formal determination is available. We will, at its sole and absolute discretion, determine whether it is necessary to continue to hold such purchase monies.

Rights of Seller

When we receive an application from Buyer for the return of the Item and/or refund, we will notify Seller in writing. Seller may respond to Buyer's application according to the steps provided by us in the written notification. Seller must respond within the time-frame stipulated in the written notification (the "Stipulated Period"). Should we not hear from Seller within the Stipulated Period, we will assume that Seller has no response to Buyer's application and will proceed to assess Buyer's application without further notice to Seller. We 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.

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.

Liability of Return Shipping Fee

1. In the scenario of an unforeseen error from the seller's end (i.e - damaged, faulty or wrong Item delivered to the buyer), the seller will bear buyer's return shipping fee.
2. 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.
3. In the scenario where both seller-buyer disputing the party liable for the return shipping fee, we at its sole discretion will determine the party liable for the return shipping fee.

Refunds

Buyer will only be refunded after we have received the confirmation from Seller that Seller has received the returned Item. In the event where we do not hear from Seller within a specified time, we 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.

Communication between Buyer and Seller

We encourage Users to communicate with each other in the event where problem arises in a transaction. We as platform for Users to conduct trading, Buyer should contact Seller directly for any issue relating to the Item purchased.

Feedback Policy

The Feedback system is a tool to help gauge the credibility of the Website, as it reflects his transactional experience with other members of the community. Users are encouraged to provide an accurate representation of their transaction experience. By leaving a feedback on Website, you agree to abide by our guidelines and policies. Website reserves the rights to remove any feedback that violates our guidelines or for any reason at our discretion.

Leaving a feedback is important as a buyer and a seller, because it helps build trust within our Community. If you receive a feedback you do not agree with, reply constructively to share your side of the story. A great response would help to change the perspective of the feedback that was left.

Contact the other party too, to find out what went wrong and request for him/her to change the feedback by coming to an amicable agreement together so everyone gets to walk away happily! Feedback manipulation policy
Any attempt to artificially increase the number of feedback in a profile or defame a profile without a complete transaction or full agreement to deal between both parties will be considered as feedback manipulation. Users found to be engaging in feedback manipulation will have their feedback (legitimate and non-legitimate) removed without prior notice and feedback removed will not be subjected to reinstatement.

Content guidelines

We do not allow

• Content that contains any form of personal information
• Content with inappropriate language

Feedback removal guidelines

Upon a request or report, we will review them on a case-by-case basis.

A feedback may be altered or removed by our Team if:

Feedback contains inappropriate language

• Vulgarities
• Implied vulgarities (characters being replaced by asterisks)

Feedback contains personal information

• Addresses
• Bank accounts
• Phone numbers

Feedback extortion, where it is used to coerce another user into accepting terms that are not within the original deal agreement

Feedback is left by party who did not fulfil their transactional obligation(s)

Feedback was edited 14 days after completion of a deal

Users who have their feedback removed due to any violation of the listed guidelines will have their rights to leave a feedback for the other party permanently revoked. We understand that negative ratings can be exasperating to sellers; however, we will not remove feedback that does not fall under the above scenarios. In such a case, our best advice will be to reply the feedback to share your side of the story.

Feedback addition guidelines

Upon a request or report, we may assist in the addition of feedback to accounts without prior notice. A feedback with auto-generated content may be added by our Team if:

• One party is under the investigation for a pending transaction yet to be resolved
• One party did not fulfil their transactional obligation(s)
• Both parties are responsible for the dispute that arose