Refunds and Return Policy
1. Application for the Return of a Product/Service
Entresell Pte. Ltd. is not responsible for any transactions and communications done outside of this platform/website.
Buyer may only apply for the refund and/or return of a Product in the following circumstances:
- Within 3 calendar days after receiving the product (including the day on which product was received) AND
Any of the following circumstances after buying a Product:
- Received an incomplete product (e.g. missing parts of product, missing products from order)
- Received the wrong product(s) or product that does not meet the specifications/materials described in Product listing page(e.g. wrong size/colour, different product)
- Received a product with physical damage (e.g. dents, scratches, cracks)
- Received a faulty product (e.g. malfunction, does not work as intended)
- Received a counterfeit product
Buyer may only apply for the refund of a Service in the following circumstances:
- Within 2 calendar days after receiving the service (including the day on which product was received) AND
Any of the following circumstances after buying a Service:
- Seller engaging in general misconduct or in conduct which violates our Community Guidelines, during the provision of the Service;
- Being provided a Service which is wrong, or which does not align with what was written in the Service Listing
In the unlikely circumstance where we find it appropriate, a refund request can be accepted for consideration for a Service even after 2 days of its order being marked as complete.
Buyer’s application for a return/refund must be submitted to us via email@example.com. You will receive the outcome of the refund request through the email you provided, when making a purchase or when creating an account with us. If the purchased item is a physical product which needs to be returned to the Seller as part of the refund arrangement, the Buyer must ship the product to the Seller within 2 calendar days after the Refund/Refund request has been approved.
Orders for Services are not eligible to be cancelled based on the quality of the Service delivered by the Seller if the Service was rendered as described in the Service listing page. You may rate your experience with the Service on the Service listing page, or if you want, rate your experience with the Entrepreneur Seller on the Entrepreneur Seller profile page.
The approval of your request for refund and return will be made by Entresell in its sole discretion. The Buyer acknowledges and agrees that Entresell’s decision is final, conclusive and binding, and agrees that it will not bring suit or otherwise assert any claim against Entresell or its affiliates in relation to such decision.
In the event where Buyer has commenced legal action against Seller, Buyer may provide the formal notification from the appropriate authority to Entresell to request Entresell to continue to hold the purchase monies until a formal determination is available. Entresell will, at its sole and absolute discretion, determine whether it is necessary to continue to hold such purchase monies.
- Rights of Sellers
When Entresell receives an application from Buyer for the return of the Product and/or refund of the Product/Service, Entresell will notify Seller in writing via e-email. Seller may respond to Buyer’s application according to the options and steps provided by Entresell in the written notification. Seller must respond within 2 calendar days after receiving the email. Should Entresell not hear from Seller after those 2 calendar days, Entresell will assume that Seller has no response to Buyer’s application and will proceed to assess Buyer’s application without further notice to Seller. Entresell 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.
- Condition of Returning Product
To enjoy a hassle-free experience when returning the Product, Buyer should ensure that the Product, including any complimentary items such as accessories that come with the Product, must be returned to Seller in the condition received by Buyer on delivery. It is for this reason that we recommend Buyer to take a photo of the Product upon receipt.
- Liability of Product Return Shipping Fee
i) In the scenario of an unforeseen error (etc. damaged, faulty or wrong product delivered to the Buyer), we require the Buyer to pay the cost of return shipping, unless the Seller and the Buyer have come to a different agreement.
ii) In the scenario of the Buyer’s change of mind when it comes to the purchase of the item, the Buyer shall get Seller’s consent prior to the return request and buyer will bear the return shipping fee. This return shipping fee will be deducted from the original amount to be refunded to the Buyer.
iii) In the scenario where there is a dispute between Buyer and Seller over which party is liable for the return shipping fee, Entresell at its sole discretion will determine the party liable for the return shipping fee.
- Receipt of Refunds
For refunds concerning Products that need to be shipped, the Buyer will only be refunded after Entresell has received the confirmation from Seller that Seller has received the returned Product. In the event where Entresell does not hear from Seller within 2 days after Seller has received the notification about Buyer’s refund/return request, Entresell 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.