Refunds and Return 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 TIK
Shop Guarantee Period as stated in the Terms of Service.
TIK Shop Guarantee is a service provided by TIK
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 TIK 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 Buyer;
● The Item was defective and/or damaged on delivery;
● 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;
● By way of private agreement with Seller and Seller must
send his/her confirmation to TIK Shop confirming such agreement.
Buyer’s application must be submitted via the TIK
Shop mobile app.
ten (10) calendar days after the return request is
raised.
In the event where Buyer has commenced legal action
against Seller, Buyer may provide the formal notification from the appropriate
authority to TIK Shop to request TIK Shop to continue to
hold the purchase monies until a formal determination is available. TIK
Shop will, at its sole and absolute discretion, determine whether it is
necessary to continue to hold such purchase monies.
3. Rights of Preferred Sellers
If you are a Preferred Seller, you should have received a
separate written notification from TIK Shop informing you of your
selection to participate in the TIK Shop Preferred Seller
Program. If you decide not to participate in the TIK Shop Preferred
Seller Program at any time, please inform TIK Shop in writing;
otherwise, you will be deemed to have elected to continue your participation in
the TIK Shop Preferred Seller Program and consented to the terms and
conditions set out in this Refunds and Return Policy. TIK Shop may,
at any time and at its sole discretion, suspend or remove any Preferred Seller
from the TIK Shop Preferred Seller Program.
TIK Shop’s determination to approve a refund or return
of an Item pursuant to Section 2 above is binding on the relevant Preferred
Seller. Preferred Sellers agree to comply and do all such things as
necessary to give effect to a Buyer’s request for a refund or return approved
by TIK Shop.
For any refund or return request approved by TIK
Shop, TIK Shop will notify the Preferred Seller by email (“Email
Notification”) and organize the delivery of the relevant returned Item to the
address provided by the relevant Preferred Seller to TIK Shop in
writing for the completion of the refund and return process, so long as such
address is in the country in which the relevant Item was listed for sale on the
Site (a “Local Address”). If Preferred Seller fails to provide a Local
Address for return of the returned Item or otherwise fails to accept delivery
of the returned Item within a reasonable period of time (as determined by TIK
Shop), TIK Shop reserves the right to dispose of such Item in any
manner it sees fit and Preferred Seller shall be deemed to have forfeited all
rights to such Item. Preferred Seller must notify TIK Shop within
seven (7) days of receiving the Email Notification (“Notification Period”) if
Preferred Seller does not receive the returned Item. Failure to
notify TIK Shop within the Notification Period shall be conclusive
evidence of, and result in the Preferred Seller having accepted that, the
delivery of the Item has occurred, and Preferred Seller agrees not to make any
claims or raise any disputes regarding any such Item.
Notwithstanding the above, TIK Shop may
determine at its sole and absolute discretion that an Item approved for refund
or return shall not be returned to Preferred Seller, and Preferred Seller shall
be deemed to have forfeited all rights to such Item.
For any refund or return rejected by TIK Shop where
the relevant Item was received by TIK Shop, TIK Shop will
organize the delivery of such Item to the relevant Buyer’s address pursuant to
Section 2 above.
Where TIK Shop approves any refund or return
request, Preferred Seller may appeal such decision by contacting TIK Shop and
providing evidence in support of such appeal. If TIK Shop upholds
Preferred Seller’s appeal, it will disburse all or part of the purchase monies
to Preferred Seller. Preferred Seller acknowledges and agrees that TIK
Shop’s decision is final, conclusive and binding, and covenants and agrees that
it will not bring suit or otherwise assert any claim against TIK Shop or
its affiliates in relation to such decision.
4. 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 TIK Shop receives an application from
Buyer for the return of the Item and/or refund, TIK Shop will notify
Seller in writing. Seller may respond to Buyer’s application according to the
steps provided by TIK Shop in the written notification. Seller must
respond within the time-frame stipulated in the written notification (the
“Stipulated Period”). Should TIK Shop not hear from Seller within
the Stipulated Period, TIK Shop will assume that Seller has no
response to Buyer’s application and will proceed to assess Buyer’s application
without further notice to Seller. TIK Shop 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.
5. 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.
6. Liability of Product Forward Shipping Fee and Return
Shipping Fee
● In the scenario of an unforeseen error from the
seller's end (i.e - damaged, faulty or wrong product delivered to the buyer),
the seller will bear buyer's forward shipping fee and 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 forward shipping fee and return shipping fee, TIK
Shop at its sole discretion will determine the party liable for the
forward shipping fee and return shipping fee.
For the avoidance of doubt, should the seller be liable
for the buyer's forward shipping fee and return shipping fee in any of the
above scenarios, the seller shall be liable for the buyer’s forward shipping
fee even if the buyer used a Free Shipping Voucher for the delivery of the
product.
7. Refunds
Buyer will only be refunded after TIK Shop has
received the confirmation from Seller that Seller has received the returned
Item. In the event where TIK Shop does not hear from Seller within a
specified time, TIK Shop will be at liberty to refund the applicable
sum to Buyer without further notice to Seller. For more information on Seller’s
response time limits, please click this link. The refund will be made to
Buyer’s credit/debit card or designated bank account, whichever is applicable.
8.Communication Between Buyer and Seller
TIK Shop encourages Users to communicate with each
other in the event where problem arises in a transaction. As TIK Shop is
a platform for Users to conduct trading, Buyer should contact Seller directly
for any issue relating to the Item purchased.