Refund Policy
Buyer may apply for return of the purchased items (“Item”) and/or refund prior to the expiry of the Eyecloud as stated in the Terms of Service.
Eyecloud service 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 Eyecloud Protection period.
Under what circumstances can I apply for a refund?
- Item was not received by buyer within the protection period of 9 days.
- Item was defective, damaged on delivery and/or there are one or more undisclosed defect(s).
- Item was received but not as listed/described
- Seller has delivered an Item that does not match the agreed specification (e.g. wrong size, color, etc.) to Buyer.
An item that is materially similar with subjective and non-significant variations from the seller’s listing and description will not be accepted. This includes:
- Item with signs of wear and was correctly described by Seller.
- Non-significant variations, including quality, for example:
- Item listed as light green but received as lime green
- Item listed as palm-sized but received at 13cm
- Item listed as 7/10 but receiver claims it is more of a 5/10
Each Buyer’s application will be reviewed by Eyecloud on a case-by-case basis and, in its sole discretion, Eyecloud will determine whether Buyer’s refund 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 Eyecloudto request Eyecloud to continue to hold the purchase monies until a formal determination is available. Eyecloud will, at its sole and absolute discretion, determine whether it is necessary to continue to hold such purchase monies.
How can I get a refund?
There are ways a buyer can receive a refund:
- Item was not received by buyer within 5 days after seller confirmed delivery. Buyer should raise an issue in the chat and let your seller know what went wrong. The seller may choose to “Offer refund” and the buyer may choose to “Accept refund”. Once accepted, the refund will be processed.
- Item was received but not as listed/described or defects. Buyer should raise an issue in the chat and let your seller know what went wrong. Both the buyer and seller have 5 days to resolve the dispute among themselves. The seller may choose to “Offer refund” and the buyer may choose to “Accept refund”. Once accepted, the refund will be processed.
- If both the buyer and seller are unable to reach a resolution within 5 days, the dispute will be escalated to our Support Team. They may contact both buyer and seller for further information, such as proof of delivery. A refund will only be processed if the criteria are met.
Buyer must take note that the payment will auto-release to the seller after a protection period of 9 days or after the buyer chooses “Received Item”.
How should I prepare my return?
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. Eyecloud recommends Buyer to take a photo of the Item upon receipt, which ensures that item is accurate on delivery.
Who pays for the return shipping fee?
If Seller is at fault (i.e. delivers damaged, faulty or wrong product to the buyer), Seller will bear Buyer’s return shipping fee.
If Buyer has a change of mind and would like to return the product, 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 and Buyer dispute the party liable for the return shipping fee, Eyecloud will, at its sole and absolute discretion, determine the party liable for the return shipping fee.
How long does it take for me to receive my refund?
Once a refund is accepted, the process will take about 7 to 10 working days if payment was made via credit/debit card.
Any item that is bought without Eyecloud is not covered under Refund/ Return Policy.
