1) If you purchased multiple units of the same item, you will need to either receive or reject all of the same items while you request for refund. We suggest clicking on return/refund for all the items and provide relevant documents for damaged item claim process. However, since only one item is damaged, you may adjust the refund amount accordingly in order to reach an agreement with the seller.
2) If you purchased different items, you can choose to return the specific product that is damaged only when you request for refund.
However, if you purchased multiple unit of an item but only one unit is damaged, you will need to request for refund of the whole item.
Once you have successfully raised a return and refund request, the seller may ask you to send the item back to them in order to release the payment to you.
After confirming, a tracking number will be generated and you’ll be able to send a copy to your email address.
When can I apply for a Return / Refund ?
If your order is still under “To Receive” tab, please proceed to request for return/refund if you:
1) Did not receive the order
2) Received an incomplete product (missing quantity or accessories)
3) Received the wrong product(s) (e.g. wrong size, wrong colour, different product)
4) Received a product with physical damage (e.g. dented, scratched, broken)
5) Received a faulty product (e.g. malfunction, does not work as intended)
Yes, you will be able to cancel your order using the steps below if:
1) You have not made full payment to your order
2) The seller has not shipped out the order (The order does not have any tracking status updated yet).
3) You have not requested for cancellation for this order before this. (You are allowed to request for cancellation once only per order. The order will resume shipping process if you have previously withdrawn your cancellation request).
*Note: If your order is being delivered to you but is stuck/lost in transit, you will need to “Request for Refund” instead of cancelling the order. Check “When and how can I apply for a return refund?” for more information on how to request for refund for your order.
How to cancel my order?
1) Click on “Me” and “To Pay / To Ship”. Find your order and click on the name of the order.
– If your payment is not successful, your order will be under “To Pay”
– If you have made payment successfully, your order will be under “To Ship” before seller ship it out
2) After that, click on “Cancel Order” to initiate a cancellation request.
– If the cancellation request is done before the payment is successful or before seller arrange shipment (order with no tracking number updated), cancellation will not need seller’s approval and can be cancelled immediately.
Your refund will be processed immediately after your Return/Refund or Cancellation Request Case has been approved.