1. Application for Refunds (or Returns)
1.1 Subject to the terms and conditions in this Refund Policy and the Terms of Service, Buyer may apply for return or cancel the purchased items (“Item”) and/or claim for a refund for item(s) purchased on EcoQueen in accordance to:
(a) clause 10.14 as stated in User Terms and Conditions
(b) clause 3.2 in Seller Terms a Condition
1.2 Before application for cancellation/refund with us, we encourage you to contact our Sellers through our Get Support option to resolve the dispute amicably.
2. Application For Refunds (or Return) Of An Item
2.1 As a Buyer, you may only apply for a refund/return if it meets the following circumstances:
(a) Item is not delivered, which shall be when the buyer has not received the item within the stipulated timeframe.
(b) Item is not as described which shall be when the supplier has delivered an Item but the Item does not match the agreed specification (e.g. wrong product, colour, size, etc.) to Buyer. Or, The Item delivered to Buyer is materially different from the description provided by the supplier in the listing of the Item.
(c) The Item received is spoilt or faulty (e.g. malfunction, does not work as intended)
2.2 Buyer may not apply for the return of the Item and/or refund due to a change of mind.
2.3 Buyer’s application must be submitted through EcoQueen’s Customer Dashboard > Order page > Action> Refund/Return button.
3. Rights of Seller
3.1 When an application is received from Buyer for the return of the Item and/or refund,Seller may respond to Buyer’s application according to the steps provided by EcoQueen in the written notification. Seller must respond within the time-frame stipulated in the written notification (the “Stipulated Period”) to EcoQueen and the refund action will be processed by EcoQueen Administrator.
4. Condition of Returning Item
4.1 Buyer should ensure that the Item, including any complimentary items gifted through the purchase, must be returned to Seller in the condition received by Buyer on delivery.
5. Liability of Return Shipping Fee
5.1 In the event of an unforeseen error from the seller’s end (i.e – damaged, faulty or wrong Item delivered to the buyer), the seller shall bear buyer’s return shipping fee.
6.1 Buyer will only be refunded after EcoQueen has received the confirmation from Seller that Seller has received the said returned Item. In the event where EcoQueen does not hear from Seller within a stipulated ten (10) working day period, EcoQueen will be at liberty to refund the applicable sum to Buyer without further notice to Seller.
6.2 The refund will be made to Buyer’s credit/debit card or designated bank account, whichever is applicable.
6.3 Payment to credit card/ debit card will be done within 14 days.
6.4 Payment to designated bank account will be done within 7 days.
7. Communication Between Buyer and Seller
7.1 EcoQueen Users to communicate with Sellers via EcoQueen’s Get Support function in the event any problem arises in a transaction. EcoQueen will not be liable if the Buyer contacts Seller directly to raise issue relating to the Item purchased and the matters are not solved accordingly.