Refund and Returns 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 Flexfin Guarantee Period as stated in the Terms of Service.
Flexfin Guarantee is a service provided by Flexfin, 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 Flexfin 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;
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 Flexfin confirming such agreement;
Change of mind**;
Expired products; or
Empty / suspicious parcels.

**Change of Mind return policy is only applicable to certain categories and restricted to certain Sellers only.
Buyer’s application must be submitted via the Flexfin website.
Flexfin will review each Buyer’s application on a case-by-case basis and, in its sole discretion, determine whether Buyer’s application is successful.
Please note that, if required by Flexfin, Buyer must select the choice of return and ship the Item to a location designated by Flexfin within five (5) calendar days after the return request is raised.
The approval of your request for refund and return will be made by Flexfin in its sole discretion. Buyer acknowledges and agrees that Flexfin’s decision is final, conclusive and binding, and covenants and agrees that it will not bring suit or otherwise assert any claim against Flexfin 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 Flexfin to request Flexfin to continue to hold the purchase monies until a formal determination is available. Flexfin will, at its sole and absolute discretion, determine whether it is necessary to continue to hold such purchase monies.

3. 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 Flexfin receives an application from Buyer for the return of the Item and/or refund, Flexfin will notify Seller in writing. Seller may respond to Buyer’s application according to the steps provided by Flexfin in the written notification. Seller must respond within the time-frame stipulated in the written notification (the “Stipulated Period”). Should Flexfin not hear from Seller within the Stipulated Period, Flexfin will assume that Seller has no response to Buyer’s application and will proceed to assess Buyer’s application without further notice to Seller. Flexfin 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

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.
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 return shipping fee, Flexfin at its sole discretion will determine the party liable for the return shipping fee.

6. Refunds

Buyer will only be eligible for a refund if they request it within 4 days after the order has been marked as delivered/completed by the seller. Flexfin will hold the funds during this period. However, any refund within this 4-day period must be mutually agreed upon by both the buyer and the seller. Flexfin will facilitate the refund process upon mutual agreement between the buyer and the seller.
After the expiration of the 4-day period, Flexfin will release the funds to the seller, and Flexfin will not process any further refunds. Any refund requests beyond this timeframe must be directly addressed between the buyer and the seller.
In the case of a refund, Flexfin will not disburse funds to the seller. Instead, the buyer will receive the refund, which may be subject to deductions for Flexfin handling fees and other necessary charges.

7. Communication Between Buyer and Seller

Flexfin encourages Users to communicate with each other in the event where problem arises in a transaction. As Flexfin is a platform for Users to conduct trading, Buyer should contact Seller directly for any issue relating to the Item purchased.

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Refund and Returns Policy

1. Application for Returns/Refunds

2. Application for the Return of an Item

3. Rights of Ordinary Sellers

4. Condition of Returning Item

5. Liability of Return Shipping Fee

6. Refunds

7. Communication Between Buyer and Seller

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