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1. Application for Returns/Refunds

1.1 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 HAROCT Guarantee Period as stated in the Terms of Service.

1.2 HAROCT Guarantee is a service provided by HAROCT, 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 HAROCT Guarantee.

2. Application for the Return of an Item

2.1 Due to the intrinsic characteristics of the Item, the golden rule of thumb of trading on HAROCT is that there shall be no return of Item by the Buyer once the Buyer’s offer has been accepted by the Seller.

3. Application for the Refund of an Item

3.1 Due to the intrinsic characteristics of the Item, the golden rule of thumb of trading on HAROCT is that there shall be no refund of Item once the Buyer’s offer has been accepted by the Seller.

3.2. Subject to clause 3.1 herein, the Buyer may only apply for the refund of the Item in the following circumstances:

  1. The Item has not been received by Buyer;
  2. The Item delivered to Buyer is materially different from the type provided by Seller in the listing of the Item; 
  3. By way of private agreement with Seller and Seller must send his/her confirmation to HAROCT confirming such agreement.

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

3.3 HAROCT will review each Buyer’s application on a case-by-case basis and, in its sole discretion, determine whether Buyer’s application is successful.

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

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

3.7 The refund will be made to Buyer’s credit/debit card or designated bank account, whichever is applicable.

4. Rights of Seller

4.1 If you are a Seller, you will be deemed to have elected to continue your participation in the HAROCT Seller Program and consented to the terms and conditions set out in this Refunds and Return Policy. 

4.2 HAROCT’s determination to approve a refund or return of an Item pursuant to Section 3 above is binding on the relevant Seller. 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 HAROCT.

4.3 For any refund or return request approved by HAROCT, HAROCT will notify the Seller by App (“App Notification”) and organize the delivery of the relevant returned Item to the address provided by the relevant Preferred Seller to HAROCT in writing for the completion of the refund and return process. If the 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 HAROCT), HAROCT reserves the right to dispose of such Item in any manner it sees fit and the Seller shall be deemed to have forfeited all rights to such Item. The Seller must notify HAROCT within one (1) days of receiving the App Notification (“Notification Period”) if the Seller does not receive the returned Item. Failure to notify HAROCT within the Notification Period shall be conclusive evidence of, and result in the Seller having accepted that, the delivery of the Item has occurred, and the Seller agrees not to make any claims or raise any disputes regarding any such Item.

4.4 Notwithstanding the above, HAROCT may determine at its sole and absolute discretion that an Item approved for refund or return shall not be returned to the Seller, and the Seller shall be deemed to have forfeited all rights to such Item.

4.5 For any refund or return rejected by Shopee where the relevant Item was received by HAROCT, HAROCT will organize the delivery of such Item to the relevant Buyer’s address.

4.6 Where HAROCT approves any refund or return request, the Seller may appeal such decision by contacting HAROCT and providing evidence in support of such appeal. If HAROCT upholds the Seller’s appeal, it will disburse all or part of the purchase monies to the Seller.  The Seller acknowledges and agrees that HAROCT’s decision is final, conclusive and binding, and covenants and agrees that it will not bring suit or otherwise assert any claim against HAROCT or its affiliates in relation to such decision.

4.7 HAROCT will review each Seller’s response on a case-by-case basis and, in its absolute sole discretion, determine whether Buyer’s application may be successful against the circumstances stated by Seller.

5. Condition of Refund and/or Return Item

5.1 To enjoy a hassle-free experience when obtaining a refund or returning on the Item, it is compulsory for the Buyer must makes all possible efforts including but not limited to take photos or videos on the items upon the immediate receipt of the Item to prove the Buyer’s case, failing which, it will be in HAROCT’s discretion to determine the outcome of the case without referring to either the Buyer or Seller.

6. Liability of Return Shipping Fee

(a) 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.

(b) In the scenario where both seller-buyer disputing the party liable for the return shipping fee, HAROCT at its sole discretion will determine the party liable for the return shipping fee.

7. Communication Between Buyer and Seller

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

Cancellation Policy

1. Cancellation by the Buyer

  • No cancellation of order is allowed once the offer from the Buyer is being accepted by the Seller.

2. Cancellation by the Seller

  • No cancellation of order is allowed once the Seller has accepted the Buyer’s offer.