Return Policy Page
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
Wayaya Guarantee Period as stated in the Terms of Service.
1.2 Wayaya Guarantee is a service provided
by Wayaya, 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 Wayaya Guarantee.
2. Application for the Return of an Item
2.1 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 on
delivery;
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 in the listing of the Item;
The Item received is a counterfeit item**;
The Item received has physical damage (e.g.
dented, scratched, shattered);
The Item received is faulty (e.g.
malfunction, does not work as intended);
By way of private agreement with Seller and
Seller must send his/her confirmation to Wayaya confirming such agreement; or
Change of mind*
*Change of Mind return policy is only
applicable to certain categories and restricted to certain Sellers only.
**Counterfeit item return policy is
applicable to Wayaya Mall sellers only.
2.2 Buyer’s application must be submitted
via the Wayaya mobile app.
2.3 Wayaya will review each Buyer’s
application on a case-by-case basis and, in its sole discretion, determine
whether Buyer’s application is successful.
2.4 Please note that, if required by Wayaya,
Buyer must ship the Item to a location designated by Wayaya within ten (10)
calendar days after the return request is raised.
2.5 The approval of your request for refund
and return will be made by Wayaya in its sole discretion. Buyer acknowledges and agrees that Wayaya’s
decision is final, conclusive and binding, and covenants and agrees that it
will not bring suit or otherwise assert any claim against Wayaya or its
affiliates in relation to such decision.
2.6 In the event where Buyer has commenced
legal action against Seller, Buyer may provide the formal notification from the
appropriate authority to Wayaya to request Wayaya to continue to hold the
purchase monies until a formal determination is available. Wayaya will, at its
sole and absolute discretion, determine whether it is necessary to continue to
hold such purchase monies.
3. Rights of Preferred Seller
3.1 If you are a Preferred Seller, you
should have received a separate written notification from Wayaya informing you
of your selection to participate in the Wayaya Preferred Seller Program. If you decide not to participate in the Wayaya
Preferred Seller Program at any time, please inform Wayaya in writing;
otherwise, you will be deemed to have elected to continue your participation in
the Wayaya Preferred Seller Program and consented to the terms and conditions
set out in this Refunds and Return Policy.
Wayaya may, at any time and at its sole discretion, suspend or remove
any Preferred Seller from the Wayaya Preferred Seller Program.
3.2 Wayaya’s determination to approve a
refund or return of an Item pursuant to Section 2 above is binding on the
relevant Preferred Seller. Preferred 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 Wayaya.
3.3 For any refund or return request
approved by Wayaya, Wayaya will notify the Preferred Seller by email (“Email
Notification”) and organize the delivery of the relevant returned Item to the
address provided by the relevant Preferred Seller to Wayaya 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 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 Wayaya), Wayaya reserves
the right to dispose of such Item in any manner it sees fit and Preferred
Seller shall be deemed to have forfeited all rights to such Item. Preferred
Seller must notify Wayaya within seven (7) days of receiving the Email
Notification (“Notification Period”) if Preferred Seller does not receive the
returned Item. Failure to notify Wayaya within the Notification Period shall be
conclusive evidence of, and result in the Preferred Seller having accepted
that, the delivery of the Item has occurred, and Preferred Seller agrees not to
make any claims or raise any disputes regarding any such Item.
3.4 Notwithstanding the above, Wayaya may
determine at its sole and absolute discretion that an Item approved for refund
or return shall not be returned to Preferred Seller, and Preferred Seller shall
be deemed to have forfeited all rights to such Item.
3.5 For any refund or return rejected by Wayaya
where the relevant Item was received by Wayaya, Wayaya will organize the
delivery of such Item to the relevant Buyer’s address pursuant to Section 2
above.
3.6 Where Wayaya approves any refund or
return request, Preferred Seller may appeal such decision by contacting Wayaya
and providing evidence in support of such appeal. If Wayaya upholds Preferred
Seller’s appeal, it will disburse all or part of the purchase monies to
Preferred Seller. Preferred Seller
acknowledges and agrees that Wayaya’s decision is final, conclusive and
binding, and covenants and agrees that it will not bring suit or otherwise
assert any claim against Wayaya or its affiliates in relation to such decision.
4. Rights of Ordinary Sellers
4.1 For the purpose of this Refund and
Return Policy, Ordinary Sellers are Sellers that are not Mall Sellers or
Preferred Sellers.
4.2 When Wayaya receives an application
from Buyer for the return of the Item and/or refund, Wayaya will notify Seller
in writing. Seller may respond to Buyer’s application according to the steps
provided by Wayaya in the written notification. Seller must respond within the
time-frame stipulated in the written notification (the “Stipulated Period”).
Should Wayaya not hear from Seller within the Stipulated Period, Wayaya will
assume that Seller has no response to Buyer’s application and will proceed to
assess Buyer’s application without further notice to Seller. Wayaya 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.
5. Condition of Returning Item
5.1 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.
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 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.
(c) In the scenario where both seller-buyer
disputing the party liable for the return shipping fee, Wayaya at its sole
discretion will determine the party liable for the return shipping fee.
7. Refunds
7.1 Buyer will only be refunded after Wayaya
has received the confirmation from Seller that Seller has received the returned
Item. In the event where Wayaya does not hear from Seller within a specified
time, Wayaya will be at liberty to refund the applicable sum to Buyer without
further notice to Seller. The refund will be made to Buyer’s credit/debit card
or designated bank account, whichever is applicable.
8. Communication Between Buyer and Seller
8.1 Wayaya encourages Users to communicate
with each other in the event where problem arises in a transaction. As Wayaya
is a platform for Users to conduct trading, Buyer should contact Seller
directly for any issue relating to the Item purchased.
Last updated: 2 August 2021
