Refund and Returns
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 Hello Shop Guarantee Period as stated in the Terms of Service.
Hello Shop Guarantee is a service provided by Hello Shop, 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 Hello Shop 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 the buyer;
• The Item was defective and/or damaged on delivery;
• Hello Shop 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 Hello Shop in the listing of the Item; or
• By way of private agreement with Hello Shop and buyer, the buyer must send his/her confirmation to Hello Shop confirming such agreement.
Buyer’s application must be submitted via email to Hello Shop.
Please note that, if required by Hello Shop, buyer must ship the item to a location designated by Hello Shop within ten (10) calendar days after the return request is raised.
The approval of your request for refund and return will be made by Hello Shop in its sole discretion. The buyer acknowledges and agrees that Hello Shop’s decision is final, conclusive and binding, and covenants and agrees that it will not bring suit or otherwise assert any claim against Hello Shop or its affiliates in relation to such decision.
3. 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 Hello Shop in the condition received by buyer on delivery. We recommend buyer to take a photo of the item upon receipt.
4. Liability of Product Return Shipping Fee
-
-
- In the scenario of an unforeseen error from Hello Shop’s end (i.e – damaged, faulty or wrong product delivered to the buyer), Hello Shop will bear buyer’s return shipping fee.
- In the scenario of the buyer’s change of mind, buyer shall get Hello Shop’s consent prior to the return request and buyer will bear the return shipping fee.
- In the scenario where both Hello Shop and buyer are disputing the party liable for the return shipping fee, Hello Shop at its sole discretion will determine the party liable for the return shipping fee.
-
5. Refunds
Buyer will only be refunded after Hello Shop has received the returned Item. The amount refunded will be minus the transaction service fee (2.5% of total purchase amount and $10 administration fee).
