1. Application for Returns/Refunds
1.1 Subject to the terms and conditions in this Refunds and Returns Policy and the Terms of Service, Buyer may apply for return of the purchased items (“Item”) and/or refund prior.
1.2 Buyer may only apply for the refund of the Item in the following circumstances:
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The Item has not been received by Buyer;
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The Item was defective and/or damaged on delivery;
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The Item received is incomplete (missing quantity or accessories);
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Seller has delivered an Item that does not match the agreed specification (e.g. wrong size, colour, etc.) to Buyer;
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The Item delivered to Buyer is materially different from the description provided by Seller in the listing of the Item;
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The Item received is a counterfeit item*;
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The Item received has physical damage (e.g. dented, scratched, shattered);
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The Item received is faulty (e.g. malfunction, does not work as intended);
*Defective and/or damaged on deliver; Buyer's compulsory to provide proof of damage with few angle (condition photo of parcels, condition photo of packaging and condition photo of item)
1.3 Buyer’s will need to communicate and raise the concern through our Help Centre or any related channel that link to Collektr within 48 hours upon receiving the item.
1.4 Collektr will review each Buyer’s application on a case-by-case basis and, in its sole discretion, determine whether Buyer’s application is successful.
1.5 The approval of your request for refund and return will be made by Collektr in its sole discretion. Buyer acknowledges and agrees that Collektr's decision is final, conclusive and binding, and covenants and agrees that it will not bring suit or otherwise assert any claim against Collektr in relation to such decision.
2. Right of Sellers
2.1 When Collektr receives an application from Buyer for the return of the Item and/or refund, Collektr will notify Seller in writing. Seller may respond to Buyer’s application according to the steps provided by Collektr in the written notification. Seller must respond within the time-frame stipulated in the written notification. Should Collektr not hear from Seller within the Stipulated Period, Collektr will assume that Seller has no response to Buyer’s application and will proceed to assess Buyer’s application without further notice to Seller. Collektr 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.
3. Condition of Returning Item
3.1 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.
4. 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 where both seller-buyer disputing the party liable for the return shipping fee, Collektr at its sole discretion will determine the party liable for the return shipping fee.
5. Refund Takes
5.1 Buyer will only be refunded after Collektr has received the confirmation from Seller that Seller has received the returned Item and meet eligibility criteria. Please note that most refunds are processed within 7 working days, but it can take up to 14 working days.
5.2 In the event where Collektr does not hear from the seller within a specified time, Collektr will be at liberty to refund the applicable sum to the buyer only if it meets eligibility criteria and is refunded from the seller's payout. We do not entertain any disputes outside of the designated time frame. This refund may be made to the buyer’s credit/debit card or designated bank account.