Return Policy Page

1. Application for Returns/Refunds

1.1

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 Universelle Shop Guarantee Period as stated in the Terms of Service.

1.2

Universelle Shop Guarantee is a service provided by Universelle 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 Universelle Shop Guarantee.

2. Application for the Return of an Item

2.1

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;

• The Item received is incomplete (missing quantity or accessories);

• 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;

• The Item received is a counterfeit item**;

• The Item received has physical damage (e.g. dented, scratched, shattered);

• The Item received is faulty (e.g. malfunction, does not work as intended);

• By way of private agreement with Seller and Seller must send his/her confirmation to Universelle Shop confirming such agreement; or

• Change of mind*

* Change of Mind return policy is only applicable to certain categories and restricted to certain Sellers only.
** Counterfeit item return policy is applicable to Universelle Shop Mall sellers only.

2.2

Buyer’s application must be submitted via the Universelle Shop mobile app.

2.3

Universelle Shop will review each Buyer’s application on a case-by-case basis and, in its sole discretion, determine whether Buyer’s application is successful.

2.4

Please note that, if required by Universelle Shop, Buyer must ship the Item to a location designated by Universelle Shop within ten (10) calendar days after the return request is raised.

2.5

The approval of your request for refund and return will be made by Universelle Shop in its sole discretion. Buyer acknowledges and agrees that Universelle Shop’s decision is final, conclusive and binding, and covenants and agrees that it will not bring suit or otherwise assert any claim against Universelle Shop or its affiliates in relation to such decision.

2.6

In the event where Buyer has commenced legal action against Seller, Buyer may provide the formal notification from the appropriate authority to Universelle Shop to request Universelle Shop to continue to hold the purchase monies until a formal determination is available. Universelle Shop will, at its sole and absolute discretion, determine whether it is necessary to continue to hold such purchase monies.

3. Rights of Preferred Seller

3.1

If you are a Preferred Seller, you should have received a separate written notification from Universelle Shop informing you of your selection to participate in the Universelle Shop Preferred Seller Program. If you decide not to participate at any time, please inform Universelle Shop in writing; otherwise, you will be deemed to have elected to continue your participation and consented to the terms and conditions set out in this Refunds and Return Policy. Universelle Shop may, at any time and at its sole discretion, suspend or remove any Preferred Seller from the program.

3.2

Universelle 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 Universelle Shop.

3.3

For any refund or return request approved by Universelle Shop, Universelle 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 Preferred Seller to Universelle Shop in writing, so long as such address is in the country in which the relevant Item was listed for sale on Universelle Shop.com (a “Local Address”).
If the Preferred Seller fails to provide a Local Address or fails to accept delivery within a reasonable period (as determined by Universelle Shop), Universelle Shop reserves the right to dispose of such Item in any manner it sees fit and the Preferred Seller shall be deemed to have forfeited all rights to such Item.

Preferred Seller must notify Universelle Shop within seven (7) days of receiving the Email Notification (“Notification Period”) if the returned Item is not received. Failure to notify within this period shall be conclusive evidence that the Item has been delivered.

3.4

Notwithstanding the above, Universelle Shop may determine at its sole discretion that an Item approved for refund or return shall not be returned to the Preferred Seller, and the Preferred Seller shall be deemed to have forfeited all rights to such Item.

3.5

For any refund or return rejected by Universelle Shop where the Item was received by Universelle Shop, Universelle Shop will organize delivery of such Item to the Buyer’s address.

3.6

Where Universelle Shop approves any refund or return request, Preferred Seller may appeal by contacting Universelle Shop and providing supporting evidence. If the appeal is upheld, Universelle Shop will disburse all or part of the purchase monies accordingly. The decision of Universelle Shop shall be final and binding.

4. Rights of Ordinary Sellers

4.1

For the purpose of this Refund and Return Policy, Ordinary Sellers are Sellers that are not Mall Sellers or Preferred Sellers.

4.2

When Universelle Shop receives a return or refund application, Universelle Shop will notify Seller in writing. Seller must respond within the stipulated timeframe. If Seller fails to respond, Universelle Shop will assess the application at its discretion without further notice.

5. Condition of Returning Item

5.1

To ensure a hassle-free return, Buyer should ensure that the Item, including any complimentary accessories, is returned in the condition received. Buyers are recommended to take photos upon receipt of the Item.

6. Liability of Return Shipping Fee

(a) Where the issue arises from seller error (damaged, faulty, or incorrect Item), the seller shall bear the return shipping fee.

(b) For change-of-mind returns, Buyer must obtain Seller’s consent and bear the return shipping fee.

(c) Where there is a dispute regarding liability for return shipping fees, Universelle Shop shall determine the liable party at its sole discretion.

7. Refunds

7.1

Buyer will be refunded only after Universelle Shop receives confirmation that Seller has received the returned Item. If Seller fails to respond within a specified time, Universelle Shop may proceed with the refund without further notice. Refunds will be made to Buyer’s original payment method or designated bank account.

8. Communication Between Buyer and Seller

8.1

Universelle Shop encourages Buyers and Sellers to communicate directly to resolve transaction-related issues. As Universelle Shop is a platform facilitating transactions on Universelle Shop.com, Buyers should first contact Sellers regarding any Item-related concerns.


Last Updated: [2 January 2013]