Return and Refund Policy
1. Application for Return or Refund
All products and/or services sold on the Platform (hereinafter referred to as the “Goods”) shall be subjected to the terms and conditions in this Return and Refund Policy (hereinafter referred to as the “Policy”). Subscriber may initiate and apply for return of the purchased Goods by communicating with SUBPLACE through SUBPLACE’s website and/or mobile application (hereinafter referred to as the “Platform”) and/or refund as further detailed under Clause 6 of this Policy.
2. Application for the Return and/or Refund of the Goods
a) Subscriber may only apply for the return and/or refund of the Goods in the following circumstances:
i) The Goods has not been received by the subscriber;
ii) The Goods received is incomplete (missing quantity or accessories);
iii) The Goods received does not match the agreed specification or is materially different from the description provided in the listing of the Platform;
iv) The Goods received is a counterfeit item;
v) The Goods received has physical damage (e.g. dented, scratched, shattered); and/or
vi) The Goods received is faulty (e.g. malfunction, does not work as intended).
b) All application must be submitted via Platform and subject to SUBPLACE’s sole discretion and approval. SUBPLACE will review each subscriber’s application on a case-by-case basis and, in its sole discretion, determine whether the subscriber’s application is successful.
c) When SUBPLACE receives an application from a subscriber for the return of the Goods and/or refund, SUBPLACE may respond to the subscriber’s application accordingly (each application will be responded by SUBPLACE within a reasonable time upon such request being raised by the subscriber).
3. Rights of Seller
a) When SUBPLACE receives an application from a subscriber for the return or refund of the Goods, SUBPLACE will first notify the respective merchant of the Goods (hereinafter referred to as the “Seller”) in writing. Seller may respond to the subscriber’s application according to the steps provided by SUBPLACE in the written notification and is required to respond within the timeframe stipulated in the written notification (hereinafter referred to as the “Stipulated Period”).
b) SUBPLACE will review each of the Seller’s response on a case-by-case basis and, in its sole discretion, determine whether the subscriber’s application may be successful against the circumstances stated by Seller.
c) Should Seller fail to respond to the written notification within the Stipulated Period, SUBPLACE will assume that the Seller has no response to the subscriber’s application and the Seller hereby authorize SUBPLACE to assess the subscriber’s application and proceed with the next reasonable cause of action, without further notice to the Seller.
4. Condition of Returning Goods
a) Subscriber should ensure that the Goods, including any complimentary items such as accessories that come with the Goods, to be returned to SUBPLACE in the original condition received by the subscriber. We will recommend the subscriber to take a photo of the Goods (including any complimentary accessories) upon receipt.
b) SUBPLACE’s general requirements for return of Goods are as follows:
i) the Goods must be returned within fourteen (14) day(s) from the delivery date;
ii) the subscriber must have proof of purchase (including but not limited to, purchase order number, buying invoice, delivery note and/or bank statement, where applicable) of the Goods to be returned;
iii) the Goods must be in like new condition. Any Goods that have been opened, used, altered, or worn will not be accepted for return or exchange;
iv) the Goods must be returned in the original packaging along with all accessories (including but not limited to, manuals, warranty cards, certificate of authenticity, if any) and free gifts received with it;
v) the Goods must not have been used, installed and/or had any data inputted (whichever applicable); and
vi) all sealed Goods must not be opened. In the event that the subscriber has opened the seal, please contact the relevant service centre as indicated on the warranty card or certificate for assistance.
5. Shipping Fee for Return of Goods
With respect to the shipping fee for the return of Goods, the party liable to bear such cost shall be determined based on the following scenarios:
a) If the return of Goods is due to unforeseeable error from Seller’s end (i.e. damaged, faulty, or wrong Goods delivered to the subscriber), Seller shall bear the shipping fee for the return of Goods.
b) If the return of Goods is due to the subscriber’s change of mind, the subscriber must obtain Seller’s consent prior to the return request and the subscriber shall bear the shipping fee for the return of Goods.
c) In a scenario where the subscriber is disputing the party liable for the shipping fee for the return of Goods, SUBPLACE shall at its sole discretion determine the party that is liable for such cost.
a) SUBPLACE’s processing refunds mechanism shall be as follows:
i) all refunds shall be made via the Platform, manual refund and/or in any other method approved by SUBPLACE in the future;
ii) the subscriber will only be refunded upon SUBPLACE’s acceptance of a valid return of the Goods;
iii) the processing of payment for the refund may take time and it is subject to the respective payment provider’s internal processing timeline (e.g. thirty (30) days);
iv) all costs associated with the refund process imposed by the processing bank and/or payment provider shall be borne by SUBPLACE; and
v) the refund payment will be made to the subscriber’s credit/debit card or designated bank account (whichever applicable).
b) Notwithstanding Clause 6(a) herein, SUBPLACE reserves the right to modify the mechanism of processing refunds at any time without further notice to the subscriber or Seller.
7. Communication between Subscriber and Seller
SUBPLACE encourages its subscriber to communicate with the Seller in the event where any problem arises in a transaction, in order to reach an amicable settlement. In the event both subscriber and Seller is unable to reach an amicable settlement, SUBPLACE will review each application and determine the appropriate settlement at its sole discretion.
* This Return and Refund Policy is updated as at 04 August 2022.