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 Matsy Matzy Grace Period of 30 days upon receiving as stated in the Terms of Service.
Matsy Matzy Guarantee is a service provided by Matsy Matzy, 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 Matsy Matzy 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 received is incomplete (missing quantity or accessories);
- Seller has delivered an Item that does not match the agreed specification (e.g. wrong colour, etc.) to Buyer;
- The Item delivered to Buyer is materially different from the description provided by Seller in the listing of the Item;
- The Item received has physical damage (e.g. stain, scratched, torn);
- By way of private agreement with Seller and Buyer must send his/her confirmation to Matsy Matzy confirming such agreement; or
- Change of mind*
*Change of Mind return policy is only applicable when Sellers agrees to pay return shipping and agreeable to half amount refund of purchase.
** Counterfeit item return policy is applicable to Matsy Matzy Mall sellers only.
Buyer’s application must be submitted via email at [email protected] with order number.
Matsy Matzy will review each Buyer’s application on a case-by-case basis and, in its sole discretion, determine whether Buyer’s application is successful.
In the event where Buyer has commenced legal action against Seller, Buyer may provide the formal notification from the appropriate authority to Matsy Matzy to request Matsy Matzy to continue to hold the purchase monies until a formal determination is available. Matsy Matzy will, at its sole and absolute discretion, determine whether it is necessary to continue to hold such purchase monies.
3. Rights of Seller
When Matsy Matzy receives an application from Buyer for the return of the Item and/or refund, be notified in writing. Seller may respond to Buyer’s application according to the steps provided by Seller in written notification. Seller must respond within the time-frame stipulated in the written notification (the “Stipulated Period of 21 days”).
Matsy Matzy will review each Buyer’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.
4. 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.
5. Liability of Return Shipping Fee
i) In the scenario of an unforeseen error from the seller’s end (i.e – damaged, faulty or wrong Item delivered to the buyer), the seller will bear buyer’s return shipping fee.
ii) 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.
iii) In the scenario where both seller-buyer disputing the party liable for the return shipping fee, Matsy Matzy at its sole discretion will determine the party liable for the return shipping fee.
Buyer will only be refunded after Seller has received the returned Item. In the event where Seller does not hear from Buyer within a specified time of 30 days of receiving Matsy Matzy product, Matsy Matzy will not be at liberty to refund the applicable sum to Buyer without further notice. The refund will be made to Buyer’s credit/debit card or designated bank account, whichever is applicable.
7. Communication Between Buyer and Seller
Matsy Matzy encourages Users to communicate with each other in the event where problem arises in a transaction. As Matsy Matzy is a platform for Users to conduct trading, Buyer should contact Seller directly for any issue relating to the Item purchased by email at [email protected]