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 Brandlux Guarantee
Period as stated in the Terms of Service.
Brandlux Guarantee is a service provided by Brandlux, 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 Brandlux 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 received is incomplete (missing quantity or
accessories);
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;
The Item received is a counterfeit item**;
The Item received has physical damage (e.g. dented, scratched,
shattered);
The Item received is faulty (e.g. malfunction, does not work
as intended);
By way of private agreement with Seller and Seller must send
his/her confirmation to Brandlux confirming such agreement; or
Change of mind*
*Change of Mind return policy is only applicable to certain
categories and restricted to certain Sellers only.
** Counterfeit item return policy is applicable to sellers
only. Brandlux DO NOT take responsibility on any counterfeit item sold by
sellers.
Brandlux 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 Brandlux to request Brandlux to continue to hold the purchase
monies until a formal determination is available. Brandlux will, at its sole
and absolute discretion, determine whether it is necessary to continue to hold
such purchase monies.
3. Rights of Seller
When Brandlux receives an application from Buyer for the
return of the Item and/or refund, Brandlux will notify Seller in writing.
Seller may respond to Buyer’s application according to the steps provided by
Brandlux in the written notification. Seller must respond within the time-frame
stipulated in the written notification (the “Stipulated Period”). Should
Brandlux not hear from Seller within the Stipulated Period, Brandlux will
assume that Seller has no response to Buyer’s application and will proceed to
assess Buyer’s application without further notice to Seller.
Brandlux 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, Brandlux at its sole discretion will
determine the party liable for the return shipping fee.
6. Refunds
Buyer will only be refunded after Brandlux has received the
confirmation from Seller that Seller has received the returned Item. In the
event where Brandlux does not hear from Seller within a specified time,
Brandlux 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 applicable.
7. Communication Between Buyer and Seller
Brandlux encourages Users to communicate with each other in
the event where problem arises in a transaction. As Brandlux is a platform for
Users to conduct trading, Buyer should contact Seller directly for any issue
relating to the Item purchased.