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 Sanxio Guarantee Period as stated in the Terms of Service.

Sanxio Guarantee is a service provided by Sanxio, 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 Sanxio 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 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 Buyer had a change of mind for such Item subject to such Item being eligible for refund and/or return, which shall be as determined by Sanxio in its sole discretion or as labelled accordingly in such Item’s listing on the platform (“Change of Mind RR”); 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 Sanxio confirming such agreement.

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

To enjoy a hassle-free experience when applying for a return/refund, Sanxio recommends that Buyer’s consent to the request for proof of delivery from Sanxio’s third party logistics partners, as this will assist in properly resolving applications for return/refund, if any.

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

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

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

If you are a Mall Seller, (i) the operational procedures set out in paragraphs 2 to 6 of Section 3 (Rights of Preferred Sellers) of this Refunds and Return Policy shall apply to any Change of Mind RR (and references to “Preferred Seller” in such paragraphs shall be construed as a reference to you), and (ii) the operational procedures set out in the Sanxio Mall Terms of Service relating to refunds and returns shall not apply to such Change of Mind RR (but this shall not affect the remaining provisions in such Sanxio Mall Terms of Service, or the provisions of any other Sanxio Policy relating to Mall Sellers, which shall continue to apply).  

3.  Rights of Preferred Sellers

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

Sanxio’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 Sanxio.

For any refund or return request approved by Sanxio, Sanxio will notify the Preferred Seller by Messenge (“Messenge Notification”) and organize the delivery of the relevant returned Item to the address provided by the relevant Preferred Seller to Sanxio in 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 Sanxio), Sanxio reserves 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 Sanxio within seven (7) days of receiving the Messenge Notification (“Notification Period”) if Preferred Seller does not receive the returned Item.  Failure to notify Sanxio within 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, Sanxio may 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 Sanxio where the relevant Item was received by Sanxio, Sanxio will organize the delivery of such Item to the relevant Buyer’s address pursuant to Section 2 above.   

Where Sanxio approves any refund or return request, Preferred Seller may appeal such decision by contacting Sanxio and providing evidence in support of such appeal.  If Sanxio upholds Preferred Seller’s appeal, it will disburse all or part of the purchase monies to Preferred Seller.  Preferred Seller acknowledges and agrees that Sanxio’s decision is final, conclusive and binding, and covenants and agrees that it will not bring suit or otherwise assert any claim against Sanxio or 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 Sanxio receives an application from Buyer for the return of the Item and/or refund, Sanxio will notify Seller in writing. Seller may respond to Buyer’s application according to the steps provided by Sanxio in the written notification. Seller must respond within the time-frame stipulated in the written notification (the “Stipulated Period”). Should Sanxio not hear from Seller within the Stipulated Period, Sanxio will assume that Seller has no response to Buyer’s application and will proceed to assess Buyer’s application without further notice to Seller. Sanxio 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.

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

i) 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.

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 forward shipping fee and return shipping fee, Sanxio at its sole discretion will determine the party liable for the forward shipping fee and return shipping fee.

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 Sanxio has received the confirmation from Seller that Seller has received the returned Item. In the event where Sanxio does not hear from Seller within a specified time, Sanxio will 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

Sanxio encourages Users to communicate with each other in the event where problem arises in a transaction. As Sanxio is a platform for Users to conduct trading, Buyer should contact Seller directly for any issue relating to the Item purchased.