RETURNS AND REFUNDS
Returns and refunds are classified by the following categories:
1. Item Not Received
2. Item Not As Described
3. Other Reason Returns
The following conditions apply for all return and refund requests.
1. ITEM NOT RECEIVED
SITUATION: Order never arrives at your door.
We offer a 100% Refund Guarantee in the event that you never receive your order.
2. ITEM NOT AS DESCRIBED
SITUATION: Item significantly not as described
An item is defined as not matching the product description if upon receipt it is damaged, defective, or has other quality issues where the item cannot be used for its intended purpose.
In the situations where a product is believed to not match the item description, valid information should be provided to the Resolution Centre where a return and refund will be determined. For items where there are serious defects, returning the items may not be necessary.
SITUATION: Quantity issues
1/ Quantity shortage
If an order received has less quantity than described, the Resolution Centre will review the photo received from the buyer and freight weight certification to determine whether a refund will be issued.
If an order does not meet described measurements or there is a misunderstanding of measurements, the Resolution Centre will review the item description and adhere to global recognised measurements.
SITUATION: Items that infringe on intellectual property rights (IPR)
If an item received infringes or violates an authorised brand holder's intellectual property rights, the Resolution Centre will review as to whether a refund will be issued. Generally, photo or video of the item will need to be submitted.
SITUATION: Colour, style, or size discrepancies
If an item differs from the item listing's photos and/or size, colour, appearance, style, model or material, the Resolution Centre will review as to whether a refund will be issued.
For colour or style discrepancies, options available include return and full refund, or partial refund. If the item is returned, the Merchant will be responsible for the return shipping fees.
For size discrepancies, the Resolution Centre will review information provided via photo or video as to whether a refund will be issued.
3. OTHER REASON RETURNS
If a refund and return is requested on an item for other reasons such as "I do not like the item" or I do not want the item", and the seller agrees to the proposal, the Customer (buyer) will be responsible for paying return shipping and freight fees. "Any reason returns" must adhere to time limits set by the Merchant.
APPEALS ON DECISIONS MADE BY THE RESOLUTION CENTRE
The Resolution Centre will enforce its policies according to the general principles stated. If a Merchant (Seller) or Customer (Buyer) has any disagreements on the decisions made by the Resolution Centre, an appeal may be made by sending an email to firstname.lastname@example.org. In such cases, we will make note of the appeal and provide a result within 10 business days. If the person making the appeal is required to cooperate in providing appeal materials during proceedings, they should cooperate within 5 days. Otherwise, we will deem the person making the appeal as giving up their right to appeal.
PRODUCT RETURN PROCESS
Product Returns occur in the following situations:
1. Shipping issue of the item
Item/package was damaged during shipment and delivery, customer could refuse to sign for the parcel and contact seller as soon as possible.
2. Item not as described
Item received has less quantity than described.
3. Other reason returns
A refund and return is requested on an item for other reasons such as "I do not like the item" or I do not want the item".
Within 4-120 days after the seller ship the item, customer can contact the seller and make an agreement of returning item within 15 working days.
If an agreement is reached, customer and seller should both obey and fulfil the agreement; if there is any problem making an agreement, we can provide customer service to help. Customer and seller will be requested to provide the evidence (photos/videos of defective parts, package material, all items in the package, etc).
Return Shipping Fees
The seller should be responsible for the shipping fee of return due to the following reasons:
1. Quantity shortage
An order received has less quantity than described.
An order does not meet described measurements or there is a misunderstanding of measurements. For example, for earrings, 1 piece would refer to 1 pair of earrings.
3. Fake or misstated items
An item received differs from the product description because it is fake or misstated, generally, photo or video of the item will need to be submitted. An example of a fake item is where the item description states the material is gold, but the item is of another type of material.
The customer should be responsible for the shipping fee of return due to the following reasons:
1. Self reasons of customer such as "I do not like the item" or "I do not want the item"
2. Evidence insufficient. Customer cannot provide valid evidence to prove the defective parts of the item.
3. More than 20 days after customer receives the item; more than 70 days after the seller ships the item.
4. Customised products. More than 7days after customer receives the item (for customised products).
1. Return and Full/Partial Refund
Customer needs to provide the tracking number of the returned item within 7 days after the seller provides the return address. Otherwise the customer will be considered as giving up this dispute.
2. Resend a New Item
Customer and seller make an agreement that customer can keep the former item and seller sends a new item to customer. Seller needs to provide the tracking number of the new sending item within 7 days.
3. Resend a New Item After The Former Item Returned
After the customer provides the tracking number of returned item, the tracking information shows Delivered, seller needs to provide the tracking number of resending item within 7 days.