CERR Policy

CANCELLATION, EXCHANGE, RETURN AND REFUND POLICY

(to be read together with the Terms and Conditions)

Unless otherwise stated herein, all capitalized terms in this Cancellation, Exchange, Return and Refund Policy (“Policy”) shall have the same meaning ascribed in the Terms and Conditions.

ARTICLE A – CANCELLATION

  1. Cancellation by you

 

  • Before Delivery of Product. You may cancel your purchases any time before the status of your Order on the Mobile App is stated as “Preparing for Delivery”.
  • During Preparations for Delivery. Once preparations for delivery of the Order are in progress (where the status on the Mobile App is stated as “Preparing for Delivery”), any cancellation will require the Company’s approval, subject always to the Terms and Conditions.
  • After Delivery of Order. Once an Order has been collected by the Delivery Service Provider, the status for the order on the Mobile App shall be changed to “Delivery in Progress” on the Mobile App. The Order can no longer be cancelled at this point, and any cancellation will need to be made via the return process as set out in Article B of this Policy.
  • If you do not effect a cancellation of an order for a Product during the periods set out in Article A.1(a) and Article A.1(b), and the Product is subsequently delivered, you must not use the Product and shall take all such care so as to ensure that no damage occurs to the Product. In the event of any damage caused to the Product, you will need to bear the costs for any consumption of, wear and tear or damage caused to the Product. The Company reserves its right in not accepting your request to cancel, refund, exchange or return if you fail to oblige the standard of care imposed herein.
  1. Cancellation by the Company

The Company shall have the right to cancel any order/transaction where the Company deems it necessary to:

  • ensure compliance with the law;
  • protect your interest and/or the interests of the Company and/or any relevant third party; and/or
  • such other reason as the Company deems appropriate

The Company may commence refund procedures without your request, and you will be notified of the cancellation in writing.

ARTICLE B – RETURNS, REFUNDS AND EXCHANGES

 

  1. Entitlement for Returns, Refunds and Exchanges

 

  1. Defective or Non-Compliant Product

 

You may be entitled to a refund or exchange of a Product in the following situations:

  • Product is defective. A Product is defective if it:
  • is unfit for its intended use;
  • not fit to be consumed;
  • has a defective design;
  • has been defectively assembled or manufactured; and/or
  • is dangerous or harmful for normal use.
  • Product does not comply with description / criteria. A refund or exchange is allowed if the delivered Product:
  • is a different or the wrong product;
  • has different specifications from the advertised or ordered, such as different function, wrong colour or size;
  • has missing parts; and/or
  • is missing items promised (such as free gifts).
  • General Exceptions. The Company reserves the right to reject any request for returns or exchanges in any of the following cases:
  • the Product delivered is damaged due to a cause attributable to you and/or other third parties;
  • the value of the Product has been significantly reduced due to your use or partial consumption thereof;
  • the value of the Product has been significantly reduced to the extent that such Product is not in a fit condition to be resold;
  • the packaging of a Product is damaged; and/or
  • other reasonable grounds as may be decided by the Company.

 

  1. Change of Mind

 

If you change your mind and request for a refund or exchange of a Product, which is not due to any other reason (such as Product being defective), the Company reserves the right to reject any such request.

 

  1. Non-Returnable / Non-Exchangeable Products

 

Request for return or exchange of a Product which falls under the following categories due to change of mind will not be accepted:

  • Consumer electronic items;
  • Lingerie, underwear or other intimate apparel;
  • Swimsuits;
  • Beauty products and cosmetics;
  • Fragrances;
  • Customised products;
  • Coupons for goods and services (Coupons downloadable immediately upon payment of purchase price);
  • Compact discs (CD) and Digital Video Discs (DVD);
  • Pharmaceutical products; and
  • Perishable foods.

Please note that consumer electronic items may be accepted for return if they are unopened in original packaging (with untampered seal on box) and are returned to the Company in accordance with Article B.II.4 below

  1. Process for Returns, Refunds and Exchanges
    • Standard Process

 Unless otherwise specifically provided under this Policy, the process for refund or exchange of Products shall be as follows:

  • your submission of a request for refund or exchange of Product (“Request”) by contacting the Company;
  • the Company may revert to you within seven (7) Business Days from the date of your Request;
  • if applicable, you are required to return the Product to the Company for the Company’s assessment and reviewing purposes;
  • where refund or exchange is approved, the Company will either deliver the new Product to you or refund the purchase price to you.
  1. Submission of Request
  • You are required to submit all evidence to support your Request. The evidence shall include such information as order number, invoice number, date of purchase and payment, justification for return/exchange and such other information that will be necessary for the processing of such request.
  • The processing of the Request may be delayed in the event you do not wish to provide any evidence, or where you have provided insufficient evidence to support the Request.
  • The Company shall have no legal obligation to entertain any Request if you are unable or refuse to provide evidence to support the Request.

 

  1. Time Limit for Submission of Request

For the purpose of this Article B.II.3 and this Policy:

“Delivery Complete Date” shall refer to the date on which the Product is delivered to and received by you;

“Gift Cards” shall mean gift certificates issued by the Company and purchased by you on the Mobile App that can be exchanged for a specified cash value of goods or services from the Mobile App;

“Payment Complete Date” shall refer to the date payment was made for the Product;

“Purchase Confirmation Date” shall refer to the date of completion of the sale and purchase transaction of a Product as recorded and stated on the Mobile App.

You understand that your Request shall be submitted within the time limits set out below:

  • Product successfully delivered – within seven (7) Calendar Days from the Delivery Complete Date.
  • Product not delivered – within twenty-five (25) Business Days from the Payment Complete Date.
  • Gift Cards – within sixty (60) Business Days from the date of Purchase Confirmation Date.

 

The Company shall have no legal obligation to entertain any Request where the Request is submitted beyond the time periods stated in Article B.II.3.

 

  1. Return of Product

 

  • If you are required by the Company to return the Product pursuant to Article B.II.1 above:
  • in cases where the Request is initiated due to your change of mind

You are required to deliver the Product to the Company, unless the Company waives the requirement for you to return the Product to claim for a refund. You agree to bear for all costs for such return delivery of the Product to the Company, unless stated otherwise by the Company.

  • Product defective or not compliant with specifications

The Company will arrange for pick-up of the Product from you at the Company’s own cost and expense (unless the Company waives the requirement for the Product to be returned to the Company to claim for refund or exchange).

  • Loss or Damage During Return Delivery
  • In furtherance to Article B.II.4(a)(i) above, where you have engaged a third party delivery service provider to pick up a Product from you and deliver to the Company, and such Product is lost or damaged during return delivery, you shall be responsible to bear the costs for such lost or damaged Product notwithstanding that such loss or damage was caused by the courier service company.
  • Any compensation to be recovered from the courier service company thereafter will need to be personally initiated by you, and not the Company.
  • For the avoidance of doubt, the Company reserves the right to utilise all or any part of the Transaction amount to resolve any claims you may make in respect of the lost or damaged Product.
  • The Company shall have no legal obligation to entertain any Request if you fail or refuse to return the Product.
  • Where attempts to reach you regarding the return of the Product remain unsuccessful more than fourteen (14) days from the submission date of your Request, you shall be deemed to have withdrawn your request. For the avoidance of doubt, no further Request in respect of the same Product will be entertained.
  1. Review of Product
  • Review and Assessment. Upon receipt of the returned Product from you, the Company will review and check the same to assess whether it is in an acceptable and saleable condition for refund or exchange. The Company is entitled to reject the refund or exchange of a Product that:
  • has been consumed or is showing excessive wear and tear for the period of use;
  • has been used in a manner not fit for its purpose;
  • has torn or dirty packaging; and/or
  • is no longer in working condition.
  • Delay of Decision. The Company reserves the right to delay the decision on the return or exchange of a Product in the event that:

 

  • the delivery fee for returning the Product is still owing by you (where you are liable for such fee) to the Company and/or third party (as the case may be); and/or
  • any free gift included with the Product has still not been returned by you.
  1. Final Decision on Refund or Exchange

 

  • Once the assessment and review of the Product is completed pursuant toArticle B.II.5, the Company will provide a final decision to either approve or reject the requested exchange or refund of the Product no later than seven (7) Business Days from the receipt of the returned Product from you pursuant to Article B.II.4 above or by any revised timeline pursuant to Article B.II.5(b).
  • In the case of:
  • approved exchange of the Product, the Company will promptly deliver the new Product to you;
  • approved refund of the Product, the Company will refund the purchase price to you in accordance with Article B.II.9
  1. Costs for Return of Products

The costs for the return of Products shall be borne as follows:

  • No Defect/No Fault of Company or Change of Mind

Where a Product is returned due to no fault of the Company or your change of mind, you shall bear the costs for such return.

  • Defective/Non-Compliant Product

Where a Product is returned due to:

  • the Product being defective; and/or
  • the Product not complying with description or criteria on the Product page,

the Company will bear the costs for such return.

 

  1. Method of Refund

 

All refunds shall be made to your TNG eWallet, subject to the terms and conditions imposed by the payment service provider (in this context, the operator to TNG eWallet) and the terms contained herein.

 

  1. Partial Refund
  • Circumstances where partial refund may be allowed where:-
  • the Order is partially fulfilled resulting in one or more Products not being included in the delivery; or
  • an Order is delivered with missing items.
  • Refund shall only be made in respect of the non-delivered Products or missing items.
  1. Stock Not Available

In the event a request for an exchange is made and the relevant Product is no longer in stock, the exchange shall be handled as a request for return of the Product as a refund