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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 ASEAN2U Guarantee Period as stated in the Terms of Service.
ASEAN2U Guarantee is a service provided by ASEAN2U, 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 ASEAN2U Guarantee.
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 ASEAN2U confirming such agreement.
Buyer’s application must be submitted via the ASEAN2U mobile app.
ASEAN2U 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 ASEAN2U to request ASEAN2U to continue to hold the purchase monies until a formal determination is available. ASEAN2U will, at its sole and absolute discretion, determine whether it is necessary to continue to hold such purchase monies.
3. Rights of Seller
When ASEAN2U receives an
application from Buyer for the return of the Item and/or refund, ASEAN2U will
notify Seller in writing. Seller may respond to Buyer’s application according
to the steps provided by ASEAN2U in the written notification. Seller must
respond within the time-frame stipulated in the written notification (the
“Stipulated Period”). Should ASEAN2U not hear from Seller within the Stipulated
Period, ASEAN2U will assume that Seller has no response to Buyer’s application
and will proceed to assess Buyer’s application without further notice to
ASEAN2U 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.
4. 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.
5. Liability of Return Shipping Fee
i) 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.
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 return shipping fee, ASEAN2U at its sole discretion will determine the party liable for the return shipping fee.
Buyer will only be
refunded after ASEAN2U has received the confirmation from Seller that Seller
has received the returned Item. In the event where ASEAN2U does not hear from
Seller within a specified time, ASEAN2U 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
7. Communication Between Buyer and Seller
ASEAN2U encourages Users to communicate with each other in the event where problem arises in a transaction. As ASEAN2U is a platform for Users to conduct trading, Buyer should contact Seller directly for any issue relating to the Item purchased.