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 the return of the purchased items (“Item”) and/or refund prior to the expiry of the Shopbuh Guarantee Period as stated in the Terms of Service. Shopbuh Guarantee is a service provided by Shopbuh, on the user’s request, to assist users in dealing with certain conflicts that 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 Shopbuh Guarantee.
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, color, 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 Shopbuh confirming such agreement. The buyer’s application must be submitted via the Shopbuh mobile/web app. Shopbuh 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 Shopbuh to request Shopbuh to continue to hold the purchase monies until a formal determination is available. Shopbuh will, at its sole and absolute discretion, determine whether it is necessary to continue to hold such purchase monies.
No Change of Mind Unless stated in this Refunds and Return Policy, Buyer may not apply for the return of the Item and/or refund due to a change of mind.
Rights of Seller When Shopbuh receives an application from Buyer for the return of the Item and/or refund, Shopbuh will notify Seller in writing. Seller may respond to Buyer’s application according to the steps provided by Shopbuh in the written notification. The seller must respond within the time-frame stipulated in the written notification (the “Stipulated Period”). Should Shopbuh not hear from Seller within the Stipulated Period, Shopbuh will assume that Seller has no response to Buyer’s application and will proceed to assess Buyer’s application without further notice to Seller. Shopbuh 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, the Buyer should ensure that the Item, including any complimentary items such as accessories that come with the Item, must be returned to the Seller in the condition received by the Buyer on delivery. We will recommend Buyer to take a clear photo and video of the Item upon receipt.
Liability of Product 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 the buyer’s return shipping fee. ii) In the scenario of the buyer’s change of mind, the buyer shall get the seller’s consent prior to the return request and the buyer will bear the return shipping fee. iii) In the scenario where both seller-buyer disputing the party liable for the return shipping fee, Shopbuh at its sole discretion will determine the party liable for the return shipping fee.
Refunds Buyer will only be refunded after Shopbuh has received the confirmation from Seller that Seller has received the returned item. In the event where Shopbuh does not hear from the Seller within a specified time, Shopbuh will be at liberty to refund the applicable sum to Buyer without further notice to Seller.
Communication Between Buyer and Seller Shopbuh encourages Users to communicate with each other in the event where a problem arises in a transaction. As Shopbuh is a platform for Users to conduct trading, the Buyer should contact the Seller directly for any issue relating to the Item purchased.
