Published on: 03 November 2020
1. APPLICATION FOR RETURNS/REFUNDS
Subject to the terms and conditions set out in this Return and Refunds Policy and the Terms of Service, the Customer may apply before the expiry of the Aladdin Assurance Period for return of the purchased items (“Item”) and/or the refund as set out in the Terms of Service.
Aladdin Assurance is a service offered by Aladdin, to assist Users in dealing with definite conflicts that may occur during the course of a transaction at the request of Users. Users is recommended to communicate privately with each other to resolve their differences or address their respective local authorities to assist them prior to, during or after exercising the Aladdin Assurance in resolving any dispute.
2. APPLICATION FOR THE RETURN OF AN ITEM
Customer may only apply for a refund and/or return of the Item in the following circumstances:
- The Item was not received by Customer;
- The Item received is incomplete (missing quantity or accessories);
- Merchant has delivered an Item that does not match the agreed specification (e.g. incorrect size, colour, etc.) to Customer;
- The Item delivered to Customer is materially different from the description provided by Merchant in the Item listing;
- The Item received has physical damage (e.g. dented, scratched, shattered);
- The Item received is defective (e.g. malfunction, does not functioning as intended); or
- By way of private agreement with Merchant and Merchant must send his/her confirmation to Aladdin confirming such agreement.
Customer’s application must be submitted through the Aladdin platform.
On a case-by-case basis, Aladdin will review each Customer’s application and, in its absolute discretion, determine whether Customer’s application is successful.
In the event where Customer has commenced legal action against Merchant, Customer will provide Aladdin with a formal notice from the appropriate authority requesting Aladdin to continue keeping the purchase money until a formal decision is made available. Aladdin will, at its sole and absolute discretion, determine whether it is necessary to continue to retain such purchase monies.
3. RIGHTS OF MERCHANT
Aladdin will notify the Merchant in writing if Aladdin receives an application from Customer for the return of the Item and/or refund. Merchant may respond to Customer’s application according to the steps provided by Aladdin in the written notification. Merchant must respond within the time-frame stipulated in the written notification (the “Stipulated Period”). Should Aladdin does not receive any response from Merchant within the Stipulated Period, Aladdin will assume that Merchant has no response to Customer’s application and will proceed without further notice to review Customer’s application to Merchant.
On a case-by-case basis, Aladdin will review each Merchant’s response and, in its absolute discretion, determine whether Customer’s application may be successful against the circumstances stated by Merchant.
4. CONDITION OF RETURNING ITEM
Customers should ensure that the item, including any complimentary items such as accessories that come with the purchased item, must be returned to the merchant in the condition obtained by the customer on delivery, in order to enjoy a hassle-free experience when returning the item. Upon receipt, we will suggest that the Customer take a picture of the item.
5. LIABILITY OF RETURN SHIPPING FEE AND TRANSACTION FEE
i) In the case of an unforeseen error from the Merchant’s end (i.e – damaged, faulty or wrong Item shipped to the Customer), the Merchant will bear Customer’s return shipping fee and any transaction fee.
ii) In the case in which both merchant-customer disputing the party liable for the return shipping fee, Aladdin shall, in its absolute discretion, decide the party responsible for the return shipping fee and any transaction fee.
Only after Aladdin has obtained the confirmation from Merchant that Merchant has received the returned Item will the Customer be refunded. In the event that Aladdin does not hear from the Merchant within a defined period of time, Aladdin will be at liberty to refund the applicable sum to Customer without further notice to Merchant. The refund may be made to credit/debit card or designated bank account of the Customer, as appropriate, and the Merchant shall bear any arising transaction fee.
7. COMMUNICATION BETWEEN CUSTOMER AND MERCHANT
In the event that an issue occurs in a transaction, Aladdin encourages Users to communicate with each other as the best practice. Since Aladdin is a trading platform for Users to conduct trading, Customer should contact Merchant directly for any issue relating to the purchased Item.