Refunds, Return and Cancellation Policy

Refunds, Return and Cancellation Policy

1. Application for Returns/Refunds

1.1 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  Max shop  Guarantee Period as stated in the Terms of Service.

1.2  Max shop  Guarantee is a service provided by  Max shop , 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  Max shop  Guarantee.

2. Application for the Return of an Item

2.1 Buyer may only apply for the refund and/or return of the Item in the following circumstances:

1. The Item has not been received by Buyer;

2. The Item was defective and/or damaged on delivery;

3. The Item received is incomplete (missing quantity or accessories);

4. Seller has delivered an Item that does not match the agreed specification (e.g. wrong size, colour, etc.) to Buyer;

5. The Item delivered to Buyer is materially different from the description provided by Seller in the listing of the Item; 

6. The Item received has physical damage (e.g. dented, scratched, shattered);

7. The Item received is faulty (e.g. malfunction, does not work as intended);

8. By way of private agreement with Seller and Seller must send his/her confirmation to  Max shop  confirming such agreement; or

 

2.2 Buyer’s application must be submitted via the  Max shop  mobile app.

2.3  Max shop  will review each Buyer’s application on a case-by-case basis and, in its sole discretion, determine whether Buyer’s application is successful.

2.4 Please note that, if required by  Max shop , Buyer must ship the Item to a location designated by  Max shop  within five (5) calendar days after the return request is raised.

2.5 The approval of your request for refund and return will be made by  Max shop  in its sole discretion.  Buyer acknowledges and agrees that  Max shop ’s decision is final, conclusive and binding, and covenants and agrees that it will not bring suit or otherwise assert any claim against  Max shop  or its affiliates in relation to such decision.  

2.6 In the event where Buyer has commenced legal action against Seller, Buyer may provide the formal notification from the appropriate authority to  Max shop  to request  Max shop  to continue to hold the purchase monies until a formal determination is available.  Max shop  will, at its sole and absolute discretion, determine whether it is necessary to continue to hold such purchase monies.

3. Rights of Ordinary Sellers

3.1 For the purpose of this Refund and Return Policy, Ordinary Sellers are Sellers that are not Mall Sellers or Preferred Sellers.

4. Condition of Returning Item

4.1 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

(a) 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.

(b) 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.

(c) In the scenario where both seller-buyer disputing the party liable for the return shipping fee,  Max shop  at its sole discretion will determine the party liable for the return shipping fee.

6. Refunds

6.1 Buyer will only be refunded after  Max shop  has received the confirmation from Seller that Seller has received the returned Item. In the event where  Max shop  does not hear from Seller within a specified time,  Max shop  will be at liberty to refund the applicable sum to Buyer without further notice to Seller. The refund will be made to Buyer’s credit/debit card or designated bank account, whichever is applicable.

7. Communication Between Buyer and Seller

7.1  Max shop  encourages Users to communicate with each other in the event where problem arises in a transaction. As  Max shop  is a platform for Users to conduct trading, Buyer should contact Seller directly for any issue relating to the Item purchased.