Refunds and Return
Policy
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 DropShip Sphere Guarantee Period as stated in the
Terms of Service.
DropShip Sphere Guarantee
is a service provided by DropShip Sphere, 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 DropShip Sphere 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 was
defective and/or damaged on delivery;
● 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;
● By way of private
agreement with Seller and Seller must send his/her confirmation to DropShip Sphere
Export confirming such agreement.
Buyer’s application
must be submitted via the DropShip Sphere mobile app.
ten (10) calendar
days after the return request is raised.
In the event where
Buyer has commenced legal action against Seller, Buyer may provide the formal
notification from the appropriate authority to DropShip Sphere to
request DropShip Sphere to continue to hold the purchase monies until a
formal determination is available. DropShip Sphere will, at its sole
and absolute discretion, determine whether it is necessary to continue to hold
such purchase monies.
3. Rights of
Preferred Sellers
If you are a
Preferred Seller, you should have received a separate written notification
from DropShip Sphere informing you of your selection to participate in
the DropShip Sphere Preferred Seller Program. If you decide not
to participate in the DropShip Sphere Preferred Seller Program at any
time, please inform DropShip Sphere in writing; otherwise, you will be
deemed to have elected to continue your participation in the DropShip Sphere Preferred
Seller Program and consented to the terms and conditions set out in this
Refunds and Return Policy. DropShip Sphere may, at any time and
at its sole discretion, suspend or remove any Preferred Seller from the DropShip Sphere
Export Preferred Seller Program.
DropShip Sphere’s
determination to approve a refund or return of an Item pursuant to Section 2
above is binding on the relevant Preferred Seller. Preferred Sellers
agree to comply and do all such things as necessary to give effect to a Buyer’s
request for a refund or return approved by DropShip Sphere.
For any refund or
return request approved by DropShip Sphere, DropShip Sphere will
notify the Preferred Seller by email (“Email Notification”) and organize the
delivery of the relevant returned Item to the address provided by the relevant
Preferred Seller to DropShip Sphere in writing for the completion of
the refund and return process, so long as such address is in the country in
which the relevant Item was listed for sale on the Site (a “Local
Address”). If Preferred Seller fails to provide a Local Address for
return of the returned Item or otherwise fails to accept delivery of the
returned Item within a reasonable period of time (as determined by DropShip Sphere
Export), DropShip Sphere reserves the right to dispose of such Item in
any manner it sees fit and Preferred Seller shall be deemed to have forfeited
all rights to such Item. Preferred Seller must notify DropShip Sphere within
seven (7) days of receiving the Email Notification (“Notification Period”) if
Preferred Seller does not receive the returned Item. Failure to
notify DropShip Sphere within the Notification Period shall be
conclusive evidence of, and result in the Preferred Seller having accepted
that, the delivery of the Item has occurred, and Preferred Seller agrees not to
make any claims or raise any disputes regarding any such Item.
Notwithstanding the above, DropShip Sphere
Export may determine at its sole and absolute discretion that an Item
approved for refund or return shall not be returned to Preferred Seller, and
Preferred Seller shall be deemed to have forfeited all rights to such
Item.
For any refund or
return rejected by DropShip Sphere where the relevant Item was received
by DropShip Sphere, DropShip Sphere will organize the delivery of
such Item to the relevant Buyer’s address pursuant to Section 2 above.
Where DropShip Sphere
Export approves any refund or return request, Preferred Seller may appeal
such decision by contacting DropShip Sphere and providing evidence in
support of such appeal. If DropShip Sphere upholds Preferred
Seller’s appeal, it will disburse all or part of the purchase monies to
Preferred Seller. Preferred Seller acknowledges and agrees that DropShip Sphere
Export’s decision is final, conclusive and binding, and covenants and agrees
that it will not bring suit or otherwise assert any claim against DropShip Sphere
Export or its affiliates in relation to such decision.
4. Rights of Ordinary
Sellers
For the purpose of
this Refund and Return Policy, Ordinary Sellers are Sellers that are not Mall
Sellers or Preferred Sellers.
When DropShip Sphere
Export receives an application from Buyer for the return of the Item
and/or refund, DropShip Sphere will notify Seller in writing. Seller
may respond to Buyer’s application according to the steps provided by DropShip Sphere
Export in the written notification. Seller must respond within the
time-frame stipulated in the written notification (the “Stipulated Period”).
Should DropShip Sphere not hear from Seller within the Stipulated
Period, DropShip Sphere will assume that Seller has no response to
Buyer’s application and will proceed to assess Buyer’s application without
further notice to Seller. DropShip Sphere 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.
5. 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.
6. Liability of
Product Forward Shipping Fee and Return Shipping Fee
● In the
scenario of an unforeseen error from the seller's end (i.e - damaged, faulty or
wrong product delivered to the buyer), the seller will bear buyer's forward
shipping fee and return shipping fee.
● 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.
● In the
scenario where both seller-buyer disputing the party liable for the forward
shipping fee and return shipping fee, DropShip Sphere at its sole
discretion will determine the party liable for the forward shipping fee and
return shipping fee.
For the avoidance of
doubt, should the seller be liable for the buyer's forward shipping fee and
return shipping fee in any of the above scenarios, the seller shall be liable
for the buyer’s forward shipping fee even if the buyer used a Free Shipping
Voucher for the delivery of the product.
7. Refunds
Buyer will only be
refunded after DropShip Sphere has received the confirmation from
Seller that Seller has received the returned Item. In the event where DropShip Sphere
Export does not hear from Seller within a specified time, DropShip Sphere
Export 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.
8.Communication
Between Buyer and Seller
DropShip Sphere encourages
Users to communicate with each other in the event where problem arises in a
transaction. As DropShip Sphere is a platform for Users to conduct
trading, Buyer should contact Seller directly for any issue relating to the
Item purchased.