Our Commitment, Our Guarantee
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 Junmea Guarantee Period as stated in the Terms of Service.

Junmea Guarantee is a service provided by Junmea, 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 Junmea 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 Shopper;

• The Item was defective and/or damaged on delivery;

• Vendor has delivered an Item that does not match the agreed specification (e.g. wrong size, colour, etc.) to Shopper;

• The Item delivered to Shopper is materially different from the description provided by Vendor in the listing of the Item; or

• By way of private agreement with Vendor and Vnedor must send his/her confirmation to Junmea confirming such agreement.

Shopper’s application must be submitted via the Junmea. Junmea will review each Shopper’s application on a case-by-case basis and, in its sole discretion, determine whether Shopper’s application is successful. In the event where Shopper has commenced legal action against Vendor, Shopper may provide the formal notification from the appropriate authority to Junmea to request Junmea to continue to hold the purchase monies until a formal determination is available. Junmea will, at its sole and absolute discretion, determine whether it is necessary to continue to hold such purchase monies.

3. No Change of Mind

Unless stated in this Refunds and Return Policy, Buyer may not apply for the return of the Item and/or refund due to a change of mind.

4. Rights of Vendor

When Junmea receives an application from Shopper for the return of the Item and/or refund, Junmea will notify Vendor in writing. Vendor may respond to Shopper’s application according to the steps provided by Junmea in the written notification. Vendor must respond within the time-frame stipulated in the written notification (the “Stipulated Period”). Should Junmea not hear from Vendor within the Stipulated Period, Junmea will assume that Vendor has no response to Shopper’s application and will proceed to assess Shopper’s application without further notice to Vendor. Junmea will review each Vendor’s response on a case-by-case basis and, in its sole discretion, determine whether Shopper’s application may be successful against the circumstances stated by Vendor.

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 Seller in the condition received by Buyer on delivery. We will recommend Buyer to take a photo of the Item upon receipt.

6. Cost of Returning an Item

The Buyer and Seller will discuss and mutually agree on who will bear the logistic cost of returning the Item.

7. Refunds

Shopper will only be refunded after Junmea has received the confirmation from Vendor that Vendor has received the returned Item. In the event where Junmea does not hear from Vendor within a specified time, Junmea will be at liberty to refund the applicable sum to Shopper without further notice to Vendor. For more information on Vendor’s response time limits, please click this link. The refund will be made to Shopper’s credit/debit card or designated bank account, whichever is applicable.

8. Communication Between Buyer and Seller

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