Goods Return & Refund Policy

1. What is GRR policy and What is Affianze Stakeholder ?
   1. Subject to the terms and conditions in this GRR 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 Affianze Stakeholder Period. (which is 15 days period including weekend from the seller’s Shipping Date).
   2. Affianze Stakeholder is a service provided by Affianze, to protect Buyers by holding the payment to the Seller until the buyer confirms the receipt of the Item. Once buyer accepts the order by clicking on “Order Received” (once Affianze Stakeholder period ends), the payment will then be released to the Seller.
   3. Buyers 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 Affianze Stakeholder.
2. How to apply the GRR policy ?
   1. Buyer may only apply for the refund and/or return of the Item in the following circumstances:
      1. The Item has not been received by Buyer fifteen (15) days after the payment date;
      2. The Item was defective and/or damaged on delivery;
      3. Seller has delivered an Item that does not match the agreed specification (e.g. wrong size, colour, etc.) to Buyer;
      4. The Item delivered to Buyer is materially different from the description provided by Seller in the listing of the Item; or
      5. By way of private agreement with Seller and Seller must send his/her confirmation to Affianze confirming such Refund consent.
   2. Buyer’s application must be submitted via the Affianze website.
   3. Affianze will review each Buyer’s application on a case-by-case basis and, in its sole discretion, determine whether Buyer’s application is successful.
   4. In the event where Buyer has commenced legal action against Seller, Buyer may provide the formal notification from the appropriate authority to Affianze to request Affianze to continue to hold the purchase monies until a formal determination is available. Affianze will, at its sole and absolute discretion, determine whether it is necessary to continue to hold such purchase monies.
3. Seller must respond the Buyer’s Refund Application.
   1. When Affianze receives an refund application from Buyer, Affianze will notify Seller via mobile app notifications.
   2. Seller may respond to Buyer’s application according to the steps provided by Affianze in the written notification. Seller must respond within three (3) working days. Should Affianze not hear from Seller within three (3) working days, Affianze will assume that Seller has no response to Buyer’s application and will proceed to assess Buyer’s application without further notice to Seller.
   3. Affianze 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.
4. How Buyer to Return Goods ?
   1. 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. Who to bear the Goods Return Shipping Fee ?
   1. 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 return shipping fee.
   2. 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.
   3. In the scenario where both seller-buyer disputing the party liable for the return shipping fee, Affianze at its sole discretion will determine the party liable for the return shipping fee.
6. When Buyer to receive the Refunds?
   1. Buyer will only be refunded after Affianze has received the confirmation from Seller that Seller has received the returned Item.
   2. In the event where Affianze does not hear from Seller within three (3) working days from the shipping date when Buyer returned the Goods, Affianze will be at liberty to refund the applicable sum to Buyer without further notice to Seller.
   3. The refund will be made to Buyer’s credit/debit card or designated bank account, whichever is applicable.
7. More communications with each other.
   1. Affianze encourages Buyer to communicate with each other in the event where problem arises in a transaction.
   2. As Affianze is a platform for Users to conduct trading, Buyer is always encouraged to contact Seller directly for any issue relating to the Item purchased.
   3. In the event that the Buyer is unable to resolve the refund disputes with Seller directly through amicable negotiations, Affianze reserves the right to suggest and implement an appropriate resolutions at its sole discreation.