Refunds and Return Policy

Refunds and Return Policy

1. Emcity Guarantee

Buyer may apply for return of the purchased items (“Item”) and/or refund within 14 days of receiving the Item.


2. Support Process

 Buyer shall follow the following process when dealing with return and refund.

  1. Buyer shall contact the seller through either email address or phone number on the Platform.
  2. Buyer shall provide all relevant information regarding the Item, its related problem, circumstances leading to the problem, photos or videos, and Buyer’s Order details.
  3. At all times Seller shall reply and resolve the same within 2 days.
  4. If there is no solution provide by the Seller within 7 days, the buyer shall forward his / her queries (in sub (b) above) along with full details of the issue to and we will investigate, get back to you with an update as soon as possible and resolve within 14 days.

3. Return of an Item

Buyer may return the Item in the following circumstances:

  • The Item has not been received by buyer;
  • 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 on the listing;
  • The Item received has physical damage (e.g. dented, scratched, shattered);
  • The Item received is faulty (e.g. malfunction, does not work as intended); or
  • By way of private agreement with seller and seller must send his/her confirmation to Emcity confirming such agreement.

Notwithstanding the above, return of the following Items are not allowed.

  • Any perishable goods;
  • Face or body products if opened, used or protective seal is not intact;
  • Underwear / swimwear if the hygiene seal is not intact or any labels have been broken
  • Pierced jewellery if the seal has been tampered with or is broken.

As the return parcel remains the buyer’s responsibility until it reaches the seller, buyer is reminded to get proof of postage in case there is a need to contact Emcity / seller about the said return/refund.

4. Condition of Returning Item

All returned Items should be sent in their original condition and packaging where possible, including tags [e.g., shoes should be returned with the original shoe box, complimentary item (such as accessories that come with the Item) should be returned together with the Item]. We will recommend buyer to take a photo of the Item upon receipt.

Further, it is the buyer responsibility to ensure that he / she package the returned goods adequately so that it can’t get damaged on the way and arrives back to the seller in original condition. All Items are inspected on return and if an Item is returned to the seller damaged, worn or in an unsuitable condition, seller will not be able to issue a refund to the buyer.

5. Rights of Seller

Seller must respond to Buyer’s request or message according to the steps as in Clause 2 above. Seller must respond and resolve the issue within 2 days (the “Stipulated Period”). Should the buyer not hear from seller within the Stipulated Period, the buyer will assume that seller has no solution to buyer’s request and is entitled to forward the same matter to Emcity without further notice to the seller.

6. Emcity’s Sole Discretion

Emcity shall thereafter review each buyer’s request and seller’s response on a case-by-case basis and, in its sole discretion, determine whether buyer’s request may be successful.

7. Liability of Return Shipping Fee

Return shipping fee shall always be the buyer’s responsibility unless in the following scenario in which case the seller will refund the return shipping fee:

  • the item is incorrect or faulty,
  • an unforeseen error from the seller's end (i.e - damaged, faulty or wrong Item delivered to the buyer)

In the scenario where both seller and buyers disputing the party liable for the return shipping fee, Emcity shall, at its sole discretion, determine the party liable for the return shipping fee.

8. Refunds

Buyer will only be refunded after Emcity has received the confirmation from seller that seller has received the returned Item. In the event where Emcity does not hear from seller within a reasonable time, Emcity will be at liberty to refund the applicable sum to buyer without further notice to seller. The refund will be made to buyer’s original payment method (credit/debit card or designated bank account, whichever is applicable).

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