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
Guarantee Period as stated in the Terms of Service.
Mata Store Guarantee is a service provided by Metasstore
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 Meta StoreGuarantee.
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; or
● By way of private agreement with Seller and
Seller must send his/her confirmation to Meta Storeconfirming such agreement.
Buyer’s application must be submitted via the
Meta Storemobile 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 Meta Storeto request Meta Storeto continue to hold the
purchase monies until a formal determination is available. Meta Storewill, 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 Meta Storeinforming you of your
selection to participate in the Meta StorePreferred Seller Program. If
you decide not to participate in the Meta StorePreferred Seller Program at any
time, please inform Meta Storein writing; otherwise, you will be deemed to have
elected to continue your participation in the Meta StorePreferred Seller
Program and consented to the terms and conditions set out in this Refunds and
Return Policy. Meta Storemay, at any time and at its sole discretion,
suspend or remove any Preferred Seller from the Meta StorePreferred Seller
Program.
Metasstore 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 Metasstore Shop.
For any refund or return request approved by Metasstore
Shop, Meta Storewill 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 Meta Storein 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 Metasstore
Shop), Meta Storereserves 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 Meta Storewithin seven (7) days
of receiving the Email Notification (“Notification Period”) if Preferred Seller
does not receive the returned Item. Failure to notify Meta Storewithin
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, Meta Storemay
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 Meta
Storewhere the relevant Item was received by Metasstore Shop, Meta Storewill
organize the delivery of such Item to the relevant Buyer’s address pursuant to
Section 2 above.
Where Meta Storeapproves any refund or return
request, Preferred Seller may appeal such decision by contacting Meta Storeand
providing evidence in support of such appeal. If Meta Storeupholds
Preferred Seller’s appeal, it will disburse all or part of the purchase monies
to Preferred Seller. Preferred Seller acknowledges and agrees that Metasstore
Shop’s decision is final, conclusive and binding, and covenants and agrees that
it will not bring suit or otherwise assert any claim against Meta Storeor 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 Meta Storereceives an application from
Buyer for the return of the Item and/or refund, Meta Storewill notify Seller in
writing. Seller may respond to Buyer’s application according to the steps
provided by Meta Storein the written notification. Seller must respond within
the time-frame stipulated in the written notification (the “Stipulated
Period”). Should Meta Storenot hear from Seller within the Stipulated Period,
Meta Storewill assume that Seller has no response to Buyer’s application and
will proceed to assess Buyer’s application without further notice to Seller.
Meta Storewill 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, Meta Storeat its sole discretion will determine the party liable for the
forward shipping fee and return shipping fee.
Metasstore Shop
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 Meta Storehas
received the confirmation from Seller that Seller has received the returned
Item. In the event where Meta Storedoes not hear from Seller within a specified
time, Meta Storewill 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
Meta Storeencourages Users to communicate with
each other in the event where problem arises in a transaction. As Meta Storeis
a platform for Users to conduct trading, Buyer should contact Seller directly
for any issue relating to the Item purchased.