Return/Refund 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 Bestcount Guarantee Period as stated in the Terms of Service.
Bestcount Guarantee is a service provided by Bestcount, 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 Bestcount 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;
● Merchant has delivered an Item that does not match the agreed specification (e.g. wrong size, color, etc.) to Buyer;
● The Item delivered to Buyer is materially different from the description provided by Merchant in the listing of the Item; or
● By way of private agreement with Merchant and Merchant must send his/her confirmation to Bestcount confirming such agreement.
Buyer's application must be submitted via the Bestcount mobile app or email to [email protected] with subject "Item Return/Refund"
three (3) calendar days after the return request is raised. For Pay2App (ewallet/Debit or Credit card) payments refund notice must be notified within the day for refund to take place.
In the event where Buyer has commenced legal action against Merchant, Buyer may provide the formal notification from the appropriate authority to Bestcount to request Bestcount to continue to hold the purchase monies until a formal determination is available. Bestcount will, at its sole and absolute discretion, determine whether it is necessary to continue to hold such purchase monies.
3. Rights of Preferred Merchants
If you are a Preferred Merchant, you should have received a separate written notification from Bestcount informing you of your selection to participate in the Bestcount Preferred Merchant Program. If you decide not to participate in the Bestcount Preferred Merchant Program at any time, please inform Bestcount in writing; otherwise, you will be deemed to have elected to continue your participation in the Bestcount Preferred Merchant Program and consented to the terms and conditions set out in this Refunds and Return Policy. Bestcount may, at any time and at its sole discretion, suspend or remove any Preferred Merchant from the Bestcount Preferred Merchant Program.
Bestcount's determination to approve a refund or return of an Item pursuant to Section 2 above is binding on the relevant Preferred Merchant. Preferred Merchants 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 Bestcount.
For any refund or return request approved by Bestcount, Bestcount will notify the Preferred Merchant by email ("Email Notification") and organize the delivery of the relevant returned Item to the address provided by the relevant Preferred Merchant to Bestcount 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 Merchant 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 Bestcount), Bestcount reserves the right to dispose of such Item in any manner it sees fit and Preferred Merchant shall be deemed to have forfeited all rights to such Item. Preferred Merchant must notify Bestcount within seven (7) days of receiving the Email Notification ("Notification Period") if Preferred Merchant does not receive the returned Item. Failure to notify Bestcount within the Notification Period shall be conclusive evidence of, and result in the Preferred Merchant having accepted that, the delivery of the Item has occurred, and Preferred Merchant agrees not to make any claims or raise any disputes regarding any such Item.
Notwithstanding the above, Bestcount may determine at its sole and absolute discretion that an Item approved for refund or return shall not be returned to Preferred Merchant, and Preferred Merchant shall be deemed to have forfeited all rights to such Item.
For any refund or return rejected by Bestcount where the relevant Item was received by Bestcount, Bestcount will organize the delivery of such Item to the relevant Buyer's address pursuant to Section 2 above.
Where Bestcount approves any refund or return request, Preferred Merchant may appeal such decision by contacting Bestcount and providing evidence in support of such appeal. If Bestcount upholds Preferred Merchant's appeal, it will disburse all or part of the purchase monies to Preferred Merchant. Preferred Merchant acknowledges and agrees that Bestcount's decision is final, conclusive and binding, and covenants and agrees that it will not bring suit or otherwise assert any claim against Bestcount or its affiliates in relation to such decision.
4. Rights of Ordinary Merchants
For the purpose of this Refund and Return Policy, Ordinary Merchants are Merchants that are not Mall Merchants or Preferred Merchants.
When Bestcount receives an application from Buyer for the return of the Item and/or refund, Bestcount will notify Merchant in writing. Merchant may respond to Buyer's application according to the steps provided by Bestcount in the written notification. Merchant must respond within the time-frame stipulated in the written notification (the "Stipulated Period"). Should Bestcount not hear from Merchant within the Stipulated Period, Bestcount will assume that Merchant has no response to Buyer's application and will proceed to assess Buyer's application without further notice to Merchant. Bestcount will review each Merchant'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 Merchant.
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 Merchant 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 Delivery Fee and Return Delivery Fee
i) In the scenario of an unforeseen error from the Merchant's end (i.e - damaged, faulty or wrong product delivered to the buyer), the Merchant will bear buyer's forward delivery fee and return delivery fee.
ii) In the scenario of the buyer's change of mind, buyer shall get Merchant's consent prior to the return request and buyer will bear the return delivery fee.
iii) In the scenario where both Merchant-buyer disputing the party liable for the forward delivery fee and return delivery fee, Bestcount at its sole discretion will determine the party liable for the forward delivery fee and return delivery fee.
For the avoidance of doubt, should the Merchant be liable for the buyer's forward delivery fee and return delivery fee in any of the above scenarios, the Merchant shall be liable for the buyer's forward delivery fee even if the buyer used a Free Delivery Voucher for the delivery of the product.
7. Refunds
Buyer will only be refunded after Bestcount has received the confirmation from Merchant that Merchant has received the returned Item. In the event where Bestcount does not hear from Merchant within a specified time, Bestcount will be at liberty to refund the applicable sum to Buyer without further notice to Merchant. The refund will be made to Buyer's credit/debit card or designated bank account, whichever is applicable but if paid in cash refund can be claimed on the merchant store or credited as Bestscore points.
8. Communication Between Buyer and Merchant
Bestcount encourages Users to communicate with each other in the event where problem arises in a transaction. As Bestcount is a platform for Users to conduct trading, Buyer should contact Merchant directly for any issue relating to the Item purchased.