Returns and 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 Floop Guarantee Period as stated in the Terms of Service.

Floop Guarantee is a service provided by Floop, 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 Floop Guarantee.

When Floop receives an application from Buyer for the return of the Item and/or refund, Floop will notify Seller in writing. Seller may respond to Buyer’s application according to the steps provided by Floop in the written notification. Seller must respond within the timeframe stipulated in the written notification (the “Stipulated Period”). Should Floop not hear from Seller within the Stipulated Period, Floop will assume that Seller has no response to Buyer’s application and will proceed to assess Buyer’s application without further notice to Seller.

Floop 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.

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.

  1. In the scenario of an unforeseen error from the seller’s end (i.e. – damaged, faulty or wrong Item delivered to the buyer), the seller will bear buyer’s return shipping fee.
  2. 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.
  3. In the scenario where both seller-buyer disputing the party liable for the return shipping fee, Floop at its sole discretion will determine the party liable for the return shipping fee.

Buyer will only be refunded after Floop has received the confirmation from Seller that Seller has received the returned Item. In the event where Floop does not hear from Seller within a specified time, Floop will be at liberty to refund the applicable sum to Buyer without further notice to Seller.

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