• (a) Before Delivery of Product

  A Buyer may cancel their purchases without the Seller's approval at any time before the Product status on the Platform is stated as "Preparing for Shipment".

• (b) Preparing for Delivery

  Once preparations for delivery of the Product are in progress (where the status on the Platform is stated as "Preparing for Shipment"), any cancellation will require the Seller's approval, subject always to the terms of the Seller Agreement.

• (c)  After Delivery of Product

  Once a Product has been shipped out, the status for the order on the Platform will be changed to "Shipping in Progress" on the Platform. The Order can no longer be cancelled at this point, and any cancellation will need to be made via the return process as set out in Part B hereunder.

In order to be eligible for cancellation under Section 1 (a) and (b) of Part A, the Buyer must not use the Product and shall take all such care so as to ensure that no damage occurs to the Product. In the event of any damage caused to the Product, the Buyer will need to bear the costs for any consumption of, wear and tear or damage caused to the Product.

1. (a) will be notified of the cancellation via the Platform system; and
2. (b) shall be entitled to a full refund of the purchase price paid and shipping fees.

Sellers are advised to read this CERR Policy together with the Seller Agreement with regard to the grounds when a Seller may reasonably cancel an order.

1. (a) ensure compliance with the law;
2. (b) protect the interests of the Company, Seller, Buyer, Member and/or any relevant third party; and/or
3. (c) such other reason as the Company deems appropriate.

The Company may commence refund procedures without any request made by the Buyer, and both the Buyer and Seller will be notified of the cancellation.

1. (A) Defective Product

   A Product is defective if it:-

   1. (i) is unfit for its intended use;
   2. (ii) not fit to be consumed;
   3. (iii) has a defective design;
   4. (iv) has been defectively assembled or manufacture; and/or
   5. (v) is dangerous or harmful for normal use.
2. (B) Non-Compliance with description / criteria of Product

   A refund or exchange is allowed if the delivered Product:-

   1. (i) is a different or the wrong Product;
   2. (ii) has different specifications from that advertised or ordered, such as different function, wrong colour or size;
   3. (iii) has missing parts; and/or
   4. (iv) is missing items promised (such as free gifts).

A Seller may reject any request for returns or exchanges in any of the following cases:

1. (a) the Product delivered is damaged due to a cause attributable to the Buyer;
2. (b) the value of the Product has been significantly reduced due to the use or partial consumption thereof by the Buyer;
3. (c) the value of the Product has been significantly reduced to the extent that such Product is not in a fit condition to be resold;
4. (d) the packaging of a Product is damaged;
5. (e) where a Buyer complains of compatibility issues for a Product sold by a Global Seller, where such issues have been clearly and adequately listed and described in the Product page by the Global Seller; and/or
6. (f) there are other reasonable grounds based on which the Buyer may not be entitled to request for refund or exchange, as may be decided by the Company.

Any request by a Buyer for refund or exchange of a Product due to Buyer's change of mind, which is not due to any other reason (such as Product being defective), shall be subject to the Seller's approval at all times.

1. (a) Consumer electronic items;
2. (b) Lingerie, underwear or other intimate apparel;
3. (c) Swimsuits;
4. (d) Beauty products and cosmetics;
5. (e) Fragrances;
6. (f) Customised products;
7. (g) Electronic vouchers for goods and services (vouchers downloadable immediately  upon payment of purchase price);
8. (h) Compact discs (CD) and Digital Video Discs (DVD);
9. (i) Pharmaceutical products; and
10. (j) Perishable foods.

1. (a) consumer electronic items may be accepted for return if they are unopened in original packaging (with untampered seal on box); and
2. (b) electronic vouchers related to travel products and services may be refundable subject to such specific terms and conditions as more particularly described in Section 4 of Part B (I) below.

1. (a) Obligation of Sellers relating to E-voucher and Services

   A Seller who sells electronic vouchers relating to travel products and services ("e-voucher") on the Platform must ensure the following:-

   1. (i) Seller must state clearly on the Product page, in BOLD and in RED lettering the following:-
      1. (aa) the redemption period of the e-voucher;
      2. (ab) the validity period of the e-voucher; and
      3. (ac)the method of redemption for the e-voucher, which must, inter alia, specifically state that the Buyer is required to contact the Seller directly to redeem the e-voucher purchased.
   2. (ii) All e-voucher must have a minimum redemption period of at least fourteen (14) days from the date of purchase by the Buyer.
   3. (iii) All e-voucher must have a validity period of at least seven (7) days from the date of purchase by the Buyer.
   4. (iv) Seller must provide at least two (2) valid contact numbers and one (1) valid email address on the Product page in order for the Buyer to make any reservations or bookings.
   5. (v) A Seller shall be responsive to any requests or queries received from Buyers as required under the Seller Agreement. Where a Buyer is unable to contact a Seller and requests assistance from the Company, we will attempt to contact the Seller on the Buyer's behalf, and if no response is received within three (3) days of our first attempt, the Company shall be entitled to cancel the transaction and full refund will be made to the Buyer.
2. (b) Circumstances Entitling Refund

   A Buyer may claim for a refund of e-voucher only in the following circumstances:

   1. (i) a Buyer is unable to redeem the e-voucher due to there being no availability or all dates/times are fully booked;
   2. (ii) a Buyer is unable to secure a confirmed date from the Seller for redemption of the e-voucher;
   3. (iii) the Seller is uncontactable;
   4. (iv) material information in the Product page for the e-voucher is misleading and/or inaccurate; or
   5. (v) any of the terms and conditions of the e-voucher are inherently unfair (as determined by the Company);
3. PROVIDED that:-
   1. (a) the request for refund is submitted within sixty (60) days from the date of purchase; and
   2. (b) the refund is not due to:-
      1. (aa)   Buyer failing to use the e-voucher within the validity period through no fault of the Seller;
      2. (bb)   Buyer purchasing the wrong e-voucher.
4. (c)  Refund Amount

   The refund amount due to the Buyer shall be dependent on when the request for refund is submitted:-

1. (i) Refund Within 60-Day Period

   Where the Buyer's request for refund is submitted during the period:

   1. (a) within fourteen (14) days to thirty (30) days from the date of Purchase Confirmation Buyer shall be entitled to a refund of eighty percent (80%) of the purchase price for the Travel Tickets ("Purchase Price");
   2. (b) within thirty-one (31) days to sixty (60) days from the date of Purchase Confirmation Buyer shall be entitled to fifty percent (50%) of the Purchase Price.
2. (ii) Refund After 60-Day Period       

   The Seller is entitled to reject any request for refund made by a Buyer more than sixty (60) days after the date of Purchase Confirmation. Where a Seller chooses to proceed with a refund, such shall be upon such terms and conditions as the Seller may determine.

1. (a) the Buyer submits request for refund or exchange of Product ("Request") on the Platform or through the Customer Service Centre;
2. (b) the Seller will receive notification of such Request;
3. (c) the Seller must either approve or reject the Request within seven (7) Business Days from date of notification;
4. (d) the Buyer returns the Product to the Seller;
5. (e) the Seller shall assess and review the Product returned;
6. (f) based on the condition of the Product returned, the Seller shall either approve or reject the refund or exchange of the Product; and
7. (g) where refund or exchange is approved, the Seller must deliver the new Product or proceed with refund to the Buyer.

1. (a) A Request shall, at the first instance, be made directly to the Seller via the automated Request button on the Platform.
2. (b) The Buyer shall be required to submit all evidence to support the Request through the Buyer's MyPage section on the Platform. The evidence shall include such information as order number, invoice number, date of purchase and payment, justification for return/exchange and such other information that will be necessary for the processing of such request.
3. (c) The processing of the Request may be delayed in the event the Buyer does not wish to provide any evidence, or where the Buyer provides insufficient evidence to support the Request.

1. (a) "Shipping Complete Date" shall refer to the date the Product is delivered to, and received by the Buyer
2. (b) "Payment Complete Date" shall refer to the date payment was made for the Product;
3. (c) "Purchase Confirmation Date" shall refer to the date of completion of the sale and purchase transaction

1. (a) Upon receipt and notification of the Request, the Seller shall, within seven (7) Business Days from the date of receipt of same either:
   1. (i) accept the Request; or
   2. (ii) reject the Request;
2. (b) Where the Seller rejects the Request, the Seller must provide the Company with all required documents or evidence supporting such rejection.
3. (c) Any rejection by the Seller shall nonetheless be subject to the Seller Agreement, and the Company may override the Seller's decision if it deems that the Seller's rejection is unreasonable.

1. (a) Upon confirmation of acceptance of request for refund or exchange pursuant to Section 4 of Part B (II) above, the Buyer or Seller (whichever is applicable) shall, within three (3) Business Days, arrange for the return of the Product as follows:-
   1. (i) Change of Mind by Buyer   

      Buyer must deliver the Product to the Seller, unless the Seller waives the requirement for the Buyer to return the Product to claim for a refund. All costs for such return delivery of the Product to the Seller, shall be borne by the Buyer unless Seller agrees to bear the same.

   2. (ii) Product Defective or Not Compliance with Specifications

      Seller shall arrange for pick-up of the Product from the Buyer at Seller's own cost and expense (unless Seller waives the requirement for the Product to be returned for the Buyer to claim for refund or exchange).

2. (b) Unsuccessful Return to Seller

   If a delivery of the returned Product to the Seller is not successful due to reasons that include but is not limited to incomplete/incorrect address or loss of contact with the Seller, the Company may:

   1. (i) upon request by the Buyer, pick up the returned Product from the Buyer within five (5) Business Days of the Buyer's request; or
   2. (ii) request the Buyer to send the returned Product to the Company's warehouse.
3. (C) Loss or Damage During Return Delivery to Seller
   1. (i)  Where the Seller engages a courier service company to pick up a Product from a Buyer for return pursuant to Section 5 (a) (ii) of Part B (II) above, and such Product is lost or damaged during return delivery, the Seller shall be responsible to bear the costs for such lost or damaged Product notwithstanding that such loss or damage was caused by the courier service company.
   2. (ii) Any compensation to be recovered from the courier service company thereafter will need to be personally initiated by the Seller, and not the Buyer.
   3. (iii)   For the avoidance of doubt, the Company reserves the right to utilise all or any part of the Settlement Amount to resolve any claims the Buyer may make in respect of the lost or damaged Product.

The Seller and/or the Company shall have no legal obligation to entertain any Request where the Buyer fails to return the Product.

1. (a) Seller Review and Assessment

   Upon receipt of the returned Product from the Buyer, the Seller shall review and check the same to assess whether it is in an acceptable and saleable condition for refund or exchange. The Seller is entitled to reject the refund or exchange of a Product that:

   1. (i) has been consumed or is showing excessive wear and tear for the period of use;
   2. (ii) has been used in a manner not fit for its purpose;
   3. (iii)has torn or dirty packaging; and/or
   4. (iv) is no longer in working condition.
2. (b) Delay of Decision by Seller

   The Seller may delay the decision on the return or exchange of a Product in the event that:

   1. (i) the delivery fee for returning the Product is still owing by the Buyer (where Buyer is liable for such fee) to the Company and/or third party (as the case may be); and/or
   2. (ii)   any free gift included with the Product has still not been returned by the Buyer;

   provided always that the Seller shall update the Buyer or the Customer Service Centre (as the case may be) on the delay and to provide a timeline within which the Seller's decision on the request by the Buyer for the said return or exchange of the Product will be submitted. The Company reserves the right to take any such action necessary to address and resolve the Buyer's claim if the timeline stated by the Seller is, in the Company's view, unreasonable.

1. (a) Once the assessment and review of the Product is completed pursuant to Article B.II.7, the Seller shall provide a final decision to either approve or reject the requested exchange or refund of the Product no later than fourteen (14) Business Days from the receipt of the returned Product from the Buyer pursuant to Article B.II.5 above or by any revised timeline pursuant to Article B.II.6(b).
2. (b) In the case of:-
   1. (i) approved exchange of the Product, the Seller shall deliver the new Product to the Buyer promptly;
   2. (ii) approved refund of the Product, the Seller shall refund the purchase price to the Buyer, which shall be carried out by the Company deducting the purchase price from the Seller's deferred Settlement Amount or such other method as the Company deems fit.

1. (a) the Seller does not respond to the Buyer's request for a refund or exchange of Product (prior to return of Product to the Seller) within the period set out in Section 4 of Part B (II) above; or
2. (b) where the Seller does not provide any decision on the refund or exchange of a Product within the period set out in Section 7 of Part B (II) above;

1. (a) No Defect/No Fault of Seller or Change of Mind

   Where a Product is returned due to no fault of the Product and/or the Seller or the Buyer's change of mind, the Buyer shall bear the costs for such return.

2. (b) Defective/Non-Compliant Product

   Where a Product is returned due to:

   1. (i) the Product being defective; and/or
   2. (ii) the Product not complying with description or criteria on the Product page, the Seller shall bear the costs for such return.
3. (c) Delay in Delivery

   Where the Product is returned due to an unreasonable delay in delivery of the Product over and above the Seller Service Level then prevailing, or where there was a late or wrong delivery made by the courier service company engaged by the Seller, the Seller shall bear the costs for such return.

1. (a) Circumstances where partial refund may be allowed
   Where:-
   1. (i) a Buyer purchases several Products in one order, but the Seller has failed to deliver the Products in full resulting in one or more Products not being included in the delivery; or
   2. (ii) a Seller delivers a Product to a Buyer with missing items or parts; or
   3. (iii) a Seller delivers a Product to a Buyer with a missing free gift despite advertising the same on the Product page, the Buyer may opt for a partial refund in respect of such non-delivered Products or missing items.
2. (b) Refund in respect of the non-delivered Products or missing items as well as the return shipping fee in respect of the same (if applicable) shall be deducted from the Settlement Amount.

1. (a) that the Seller recall the entire stock of Products sold to date; and
2. (b) rectify the faults or defects by way of repair, exchange of Products or refund of monies paid and all costs for the recall, repair, exchange and refund which shall be borne by the Seller.