Introduction

SaleSnap acts as a platform connecting Buyers and Sellers. SaleSnap does not directly process returns, refunds, replacements or such analogous matters of Items purchased within the platform. We provide oversight and support to ensure that this process is conducted fairly and in line with the law.

Any issues or claims shall be communicated by the Buyers to the relevant Seller. The Seller shall handle validating any issue or claim, and the applicable resolution which may include handling, coordinating and crediting any applicable refunds directly to the Buyer, coordinating the return of the item(s) involved and shipping of replacement unit(s) when applicable, or such resolution as otherwise agreed and accepted by the Parties. The responsibilities of the Buyer and Seller are further in this Policy.

Return Period

Buyers must inspect delivered items immediately and notify the Seller of any defects, damage, non-conformity, or other such issues within seven (7) calendar days of delivery. Failure to provide such notice within this period constitutes acceptance of the item and may result in forfeiture of any right to return, exchange, or refund unless otherwise accepted by the Seller.

Condition of Returned Item

When applicable, the Buyer should ship the product back in the condition it was received with all parts, accessories, tags, and, if possible, in the original packaging. Buyers are encouraged to take photos of the Item’s condition before shipping back.

Valid Grounds for Returns, Exchanges, or Refunds

Below are the valid grounds on which a Buyer may request a return, exchange, replacement, or refund. Sellers are obliged to honor returns/refunds in these cases:

• Defective or Damaged Product: The item has a factory defect, functional problem, or physical damage that was not disclosed or obvious at the time of purchase. If a product does not work as intended or advertised, has missing functionality, or falls below merchantable quality standards, it is considered defective.
• Item Not as Described or Wrong Item Sent: The product received is significantly different from its description or the Seller’s representation in the listing. This includes situations where the Seller delivered the wrong product, the wrong model or variant, or there were material inaccuracies in the listing.
• Incomplete or Missing Parts/Accessories: The purchased item was sold as a set or with certain accessories, and it arrived with some parts missing or incomplete.
• Expired or Unsafe Product: If the item delivered is expired (for consumables or medicines), adulterated, or otherwise unsafe to use, it is subject to return/refund. Sellers are obligated to ensure products, especially food, medicine, or cosmetics, are safe and not past expiration at the time of sale.
• Failure to Deliver or Item Not Received: This covers situations of non-delivery or loss in transit. If a Buyer has paid for an item but never received it, or the tracking shows delivered but the Buyer did not actually receive it, a Buyer is entitled to a refund or a replacement shipment.
• Breach of Warranty or Guarantee: If the Seller or manufacturer provided an express warranty and the product fails under that warranty period, the Buyer can invoke the terms of said warranty.

Cases Not Covered

We strongly encourage our Buyers to review their orders carefully before confirming payment. However, unless the Seller voluntarily allows return/refunds by their own policy, the following grounds are not accepted for return/refund:

• Change of Mind: Buyers must ensure that they really want an item before placing an order. Return/refunds are not allowed for change of mind such as when a Buyer decides that they do not want the product anymore, found a cheaper option elsewhere, or other analogous reasons.
• Mistake in Order: If the product delivered is exactly what was listed but the Buyer made an error, the Item may not be subject to a return/refund.
• Minor Imperfections or Issues Disclosed by Seller: Sellers are still accountable for undisclosed defects even in used goods, but not for the flaws that were openly declared. If the Seller had disclosed certain conditions and those conditions are present, the Buyer cannot claim the item is “defective” for those known issues. However, if an item has a hidden defect that was not disclosed, then the Buyer can return.
• Damage Caused by Buyer or User Error: If the product is damaged or rendered defective due to mishandling, misuse, or negligence on the part of the Buyer, the Seller is not obligated to accept a return or provide a refund. Always follow the product instructions and use items only as intended.
• Delayed Delivery: If an item arrives later than expected but is otherwise as described and intact, it does not qualify as a returnable issue under “failure to deliver.”
• Beyond Return Period: Requests made after the Return Period may be declined, except if they involve a latent defect under warranty.
• Unwarranted Claims: Any request that is found to be fraudulent or not substantiated by evidence will be rejected.
• Non-Returnable Product Categories: For health and safety reasons, certain product categories are final sale and not eligible for return unless they arrive spoiled, damaged, misdescribed or defective. This includes items such as perishable goods, personal care items that have been opened (e.g., cosmetics, skincare, supplements), intimate apparel (underwear, swimwear) that have been worn or removed from hygienic sealing, and any such items marked as “Non-returnable” on the product page.

Buyer–Seller Communication

a. We require Buyers to initiate the resolution process by directly contacting the Seller regarding any problem with a product. Our platform facilitates this communication by providing an in-platform messaging system and sharing Seller contact information as needed.

b. Kindly refer to these steps for initial resolution:

• Contact the Seller Promptly: If a Buyer receives a product that is defective, incorrect, damaged, or not as described, notify the Seller within the Return Period. Use our platform’s messaging system or the Seller’s provided contact details, if applicable, so that communication is documented. To assist Sellers in validating the concern, Buyers may provide their order number, a clear description of the issue, and, evidence such as photos or videos of the product and its packaging, if possible.
• Allow the Seller to Respond and Propose a Solution: Sellers are expected to respond within two (2) business days of receiving a complaint. The Seller should acknowledge the Buyer’s concern and may ask for additional details or clarification if needed. Then, the Seller should propose an appropriate solution.
• Arrange Return Shipping or Pickup: If the agreed resolution involves returning the product (for refund or replacement), coordinate with the Seller on the return method. Buyers are reminded not to ship the item back without confirming with the Seller first. The Seller should provide the return address and any instructions for safe return shipping.
• Resolution and Confirmation: Once a solution is agreed and executed, both parties should confirm that the issue has been resolved.

c. We encourage all parties to maintain open and honest communication. Keep records of all communications and transactions until the matter is fully settled, in case they are needed for reference during an escalation or inquiry.

Seller Responsibilities and Obligations

a. All Sellers on our platform must comply with this Policy and underlying laws. By selling on this platform, Sellers agree to uphold high standards of customer service and product quality. Further, our platform expects Sellers to act in good faith to resolve legitimate issues to the customer’s satisfaction.

b. The following are the key responsibilities of Sellers regarding returns, refunds, exchanges, and replacements:

• Honor Implied and Express Warranties: Any warranty terms (coverage and procedure) should be communicated clearly to the Buyer. All products are also sold with an implied warranty under the Civil Code and Consumer Act.
• No Deceptive or Unconscionable Conditions: Sellers must not impose conditions that unduly impede a Buyer’s right to a remedy.
• Timely Response to Buyer Inquiries: If a Buyer contacts a Seller with a complaint or return request, the Seller should respond within 2 business days.
• Provide Fair and Appropriate Remedies: When a product problem is confirmed, Sellers must offer a remedy in line with consumer rights. In general, if a defect or misdelivery is substantiated, the Seller should offer one of the following solutions, at no additional cost to the Buyer:

• Replacement: Provide a new or working unit of the same product. For replacements, the Seller shall ship the new item within seven (7) days from confirmation of the resolution.
• Refund: Refund the Buyer’s purchase price either (a) fully for returns, or (b) partially if agreed upon for minor issues or missing parts that the Buyer is willing to keep.

• Cover Return Shipping for Valid Returns: If a return of the product is valid and necessary (for either replacement or refund), the Seller is responsible for the logistics and cost of return shipping in cases of Seller error, defect, or any scenario where the Seller has liability.
• Process Refunds and Replacements Promptly: If a refund is agreed, the Seller must process it promptly. Refunds should be processed by the Seller with the applicable payment method of the Buyer within seven (7) business days after the returned item is received by the Seller or after the refund agreement is reached, if no return of item is needed. It is noted that payment methods may require additional processing time from the request of the Seller for the completion of the refund.
• Maintain Records and Evidence: All parties should maintain records and document of their resolution process.
• Non-Retaliation: Parties must not retaliate against other parties in exercising their rights to returns or refunds. Our platform monitors feedback and messaging to ensure no harassment occurs.

Platform and Affiliate Commission

The Seller shall be refunded for Platform and/or Affiliate Commissions for the following:

• Void, fraudulent, or invalid transactions;
• Cancelled transactions;
• Validly returned orders.

Escalation Procedure

While we expect most issues to be resolved through direct communication between Buyers and Sellers, our platform provides an escalation mechanism for situations where the parties cannot reach a satisfactory resolution.

a. When to Escalate: If any of the following occur, the issue may be escalated to our platform’s Customer Support Center:

• The Seller does not respond to the Buyer’s return/refund request within the expected two (2) business days, or the Seller becomes unresponsive during the process;
• The Seller denies liability or offers an insufficient remedy; or,
• A party suspects fraudulent or illegal behavior by the other party.

b. How to Escalate: To escalate a dispute on our platform, contact our Customer Support. Kindly include all available details such as but not limited to the order ID, explanation of the situation, photos, communications, and other such supporting information.

Dispute Resolution

Our platform’s dispute resolution is designed to be fast and fair. We aim to resolve escalated cases typically within ten (10) business days, depending on complexity.

• Review. A case agent will review all correspondence and evidence from both sides. They may reach out to the Buyer and Seller for additional information or clarification. Both parties should respond promptly and truthfully to any inquiries from our team.
• Determination. If a mutual agreement still isn’t reached, the platform will make a determination on the dispute. We will base this on the evidence and in line with the policies. Both parties will be notified of the decision and the rationale.
• Appeal. Where an application for return/refund is approved, the Seller may appeal such decision within three (3) business days by providing evidence in support of such appeal. The Seller further acknowledges and agrees that the Company’s decision shall be final, conclusive, and binding and agrees that it will not bring any suit or claim against Company or its affiliates in relation to such decision.
• Non-Compliance of Resolution. Should a Seller refuse to comply with a decision, the platform will take appropriate action, which may include suspending the Seller’s account, or forfeiting any held funds.

Platform Liability

a. Our platform operates as an intermediary or service provider under the law. The sales contract is between the Buyer and the Seller.

b. By using our platform, all users acknowledge and agree to the following with respect to platform liability:

• No Absolute Liability for Seller’s Actions or Products: The Company is not the Seller or manufacturer of the items unless explicitly stated. The Company is not directly responsible for the quality, safety, or legality of the products, nor for the truth of the listings. If a Seller fails to deliver, delivers a defective product, or breaches any warranty, the primary liability falls on that Seller.
• No Liability for User-Conducted Transactions Outside Platform: Our Policy and protections apply to transactions done within the platform’s official channels.
• Limitation of Damages: To the extent permitted by law, our platform will not be liable for any indirect, consequential, or special damages arising out of a User’s use of the platform or out of this returns process. This includes lost profits, lost data, or reputational harm. Our liability for direct damages will generally be capped at the value of the transaction in question or such amount that may be set in our Terms of Service.