1. Application for Returns/Refunds
1.1 Subject to the terms and conditions in this Refunds and Return Policy and the Terms of Services, buyer may apply for return of the purchased items (“Item”) and/or refund prior to or on the expiry of the BOLD.Pay Shop Guarantee Period as stated in the Terms of Services.
1.2 BOLD.Pay Shop Guarantee is a service provided by us, to assist the seller and buyer in dealing with certain conflicts which may arise during the course of a transaction. Seller and buyer 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 BOLD.Pay Shop 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 BOLD.Pay Shop confirming such agreement; or
- Change of mind*
*Change of Mind return policy is only applicable to certain categories and restricted to certain Sellers only.
2.2 Buyer’s application must be submitted to BOLD.Pay Shop by email to support.shop@boldpay.cc.
2.3 BOLD.Pay Shop 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 BOLD.Pay Shop, buyer must ship the Item to a location designated by BOLD.Pay Shop within ten (10) calendar days after the return request is raised.
2.5 The approval of buyer’s request for refund and return will be made by BOLD.Pay Shop in its sole discretion. Buyer acknowledges and agrees that BOLD.Pay Shop’s decision is final, conclusive and binding, and covenants and agrees that it will not bring suit or otherwise assert any claim against BOLD.Pay Shop 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 BOLD.Pay Shop to request BOLD.Pay Shop to continue to hold the purchase monies until a formal determination is available. BOLD.Pay Shop will, at its sole and absolute discretion, determine whether it is necessary to continue to hold such purchase monies.
3. Condition of Returning Item
3.1 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.
4. 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, BOLD.Pay Shop at its sole discretion will determine the party liable for the return shipping fee.
5. Refunds
Buyer will only be refunded after BOLD.Pay Shop has received the confirmation from seller that seller has received the returned Item. In the event where BOLD.Pay Shop does not hear from seller within a specified time, BOLD.Pay Shop 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.
6. Communication Between Buyer and Seller
BOLD.Pay Shop encourages buyer and seller to communicate with each other in the event where problem arises in a transaction. As BOLD.Pay Shop is a platform for seller and buyer to conduct trading, buyer should contact seller directly for any issue relating to the Item purchased.