1.1 Subject to the terms and conditions in this Returns and Refund Policy and the Terms of Service, the Buyer may apply for the return of purchased items (“Item”) and/or request a refund within the guarantee period as stated in the Terms of Service.

1.2 Our guarantee service is provided to assist Users in resolving any issues that may arise during a transaction. Users may communicate with each other directly to resolve disputes or seek assistance from relevant local authorities if necessary.

2. Application for the Return of an Item

2.1 A Buyer may apply for a refund and/or return of an Item under the following circumstances:

a) The Item has not been received by the Buyer.
b) The Item was defective or damaged upon delivery.
c) The Item received is incomplete (missing quantity or accessories).
d) The Item delivered does not match the agreed specification (e.g., wrong size, color, or model).
e) The Item delivered is materially different from the description provided by the Seller.
f) The Item received is counterfeit.
g) The Item received has physical damage (e.g., dented, scratched, or shattered).
h) The Item received is faulty (e.g., malfunctioning or not working as intended).
i) The return is agreed upon privately with the Seller, and the Seller confirms this agreement in writing.
j) The Item is in its original or sealed condition*.
k) The Item is expired.
l) The parcel is empty or appears suspicious.

*Certain categories of Items in original or sealed condition may not be eligible for returns or refunds.

2.2 The Buyer’s application for a return or refund must be submitted through the designated application method provided by the Seller or the platform used for the transaction.

2.3 Refunds and/or returns of certain items may be subject to additional terms and conditions as specified by the Seller.

2.4 Each Buyer’s application will be reviewed on a case-by-case basis, and the Seller (or platform) will determine, at its sole discretion, whether the application is approved.

2.5 If required, the Buyer must ship the Item to a location designated by the Seller within five (5) calendar days after the return request is approved.

2.6 Approval of a Buyer’s request for a refund or return is at the sole discretion of the Seller (or platform). The Buyer acknowledges that the decision is final, conclusive, and binding, and agrees not to bring legal action or assert any claim against the Seller (or platform) in relation to the decision.

2.7 If the Buyer has initiated legal action against the Seller, the Buyer may provide formal notification from the relevant authority to request that the transaction funds be held until a formal determination is available. The decision to continue holding such funds will be made at the sole discretion of the Seller (or platform).

3. Condition of Returned Items

3.1 For returns and/or refunds of Items that are in original or sealed condition, and subject to Clause 2.1, the Buyer must ensure that the Item remains unused and unopened, with all original packaging, seals, and tags (if any) intact at the time of return. Without limiting the generality of the foregoing:

(a) Items must be returned in their original, unopened packaging, with all seals, shrink wrap, labels, manuals, and accessories included at the time of purchase.

(b) For wearable or applicable products, Items must be unused (except where expressly permitted for inspection purposes), unwashed, free from any signs of wear or use, and returned with all original tags attached.

(c) For skincare, cosmetic, health, and beauty products, Items must be unopened, unused, and returned in their original packaging for hygiene and safety reasons.

3.2 For other returns and/or refunds permitted under Clause 2.1, the Buyer must return the Item, including any complimentary items or accessories provided, in the same condition as received at delivery. To ensure a smooth return process, Buyers are encouraged to document the condition of the Item upon receipt (e.g., by taking photographs).

4. Refunds

4.1 Refunds will only be processed after confirmation that the returned Item has been received and inspected by the Seller. If confirmation is not provided within a reasonable period, the Seller reserves the right to proceed with the refund without further notice. Refunds will be made using the same payment method used for the original purchase (“Original Payment Method”), where possible.

If a refund cannot be processed through the Original Payment Method for any reason (including but not limited to the payment method being invalid, expired, or unable to receive funds), the Buyer acknowledges and agrees that the Seller may issue the refund through one of the following alternative methods:

a) Credit to the Buyer’s account or digital wallet maintained with the Seller;
b) Transfer to the Buyer’s designated bank account; or
c) Issuance of store credit or vouchers of equivalent value, subject to the Seller’s applicable terms and timelines.

Upon completion of the refund through any of the above methods, the Buyer shall have no further rights or claims against the Seller in relation to the refunded amount.

4.2 If a refund request is approved after the purchase amount has already been settled or disbursed internally, the Seller reserves the right to recover or adjust the refunded amount in accordance with its applicable terms and internal policies.