1. Application for Returns/Refunds
In accordance with the guidelines presented in this Return Policy and our Terms of Service, our valued Buyers have the option to request the return of purchased items ("Items") and seek refunds.
To be clear, we always encourage our Users to engage in private communication to resolve any differences or disputes among themselves. Should the need arise, local authorities can also be contacted to assist in addressing any issues.
2. Application for the Return of an Item
Buyer may only apply for
(i) the refund of the Item where such Item has not been received by Buyer ("Unreceived Items”), or
(ii) the refund and/or return of an Item received by Buyer ("Received Items”) in the following circumstances:
• The Item was defective and/or damaged on delivery;
• 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 different from the description provided by Seller in the listing of the Item; or
• By way of private agreement with Seller and Seller must send his/her confirmation to Kajet confirming such agreement.
Buyer’s application must be submitted via the Kajet platform in accordance with Section 2.1 or 2.2 (as the case may be).
In the event where Buyer has commenced legal action against Seller, Buyer may provide the formal notification from the appropriate authority to Kajet to request Kajet to continue to hold the purchase monies until a formal determination is available. Kajet will, at its sole and absolute discretion, determine whether it is necessary to continue to hold such purchase monies.
2.1 Received Items
Buyer may raise a refund and/or return request up to fifteen (15) days after (i) Buyer’s receipt of a Received Item delivered by a Kajet Supported Logistics partner or (ii) the estimated delivery date (in respect of any other Received Item). Please note that, if required by Kajet, Buyer must ship the Received Item to a location designated by Kajet within ten (10) calendar days after the return request is raised. The approval of your request for refund and/or return will be made by Kajet in its sole discretion. Buyer acknowledges and agrees that Kajet’s decision is final, conclusive and binding, and covenants and agrees that it will not bring suit or otherwise assert any claim against Kajet or its affiliates in relation to such decision.
2.2 Unreceived Items
Buyer may raise a refund request in respect of Unreceived Items:
(i)(in respect of Unreceived Items to be delivered by Kajet Supported Logistics Partners) where the expected delivery date has passed or the status of the Unreceived Item on the Kajet app has been updated as delivered, but Buyer has not received the Unreceived Item, and
(ii) (in respect of other Unreceived Items) at any time after the status of the Unreceived Item on the Kajet app has been updated as having been shipped out.
The approval of your request for refund will be made by Kajet in its sole discretion. Buyer acknowledges and agrees that Kajet’s decision is final, conclusive and binding, and covenants and agrees that it will not bring suit or otherwise assert any claim against Kajet or its affiliates in relation to such decision.
3. Rights of Preferred Sellers
If you are a Preferred Seller, you should have received a separate written notification from Kajet informing you of your selection to participate in the Kajet Preferred Seller Program. If you decide not to participate in the Kajet Preferred Seller Program at any time, please inform Kajet in writing; otherwise, you will be deemed to have elected to continue your participation in the Kajet Preferred Seller Program and consented to the terms and conditions set out in this Refunds and Return Policy. Kajet may, at any time and at its sole discretion, suspend or remove any Preferred Seller from the Kajet Preferred Seller Program.
Kajet’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 Kajet.
For any refund or return request approved by Kajet, Kajet 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 Kajet 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 Kajet), Kajet 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 Kajet within seven (7) days of receiving the Email Notification ("Notification Period”) if Preferred Seller does not receive the returned Item. Failure to notify Kajet 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.
Notwithstanding the above, Kajet 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.
For any refund or return rejected by Kajet where the relevant Item was received by Kajet, Kajet will organize the delivery of such Item to the relevant Buyer’s address pursuant to Section 2 above.
Where Kajet approves any refund or return request that is raised in-app via the dispute resolutions centre ("Online Dispute”) or via webform after the Kajet Guarantee Period has elapsed ("Offline Dispute”), Preferred Seller may appeal such decision by contacting Kajet and providing evidence in support of such appeal. Any appeals must be made within (i) three (3) days of the date the Buyer is refunded in the case of Online Disputes, and (ii) one (1) month of the date the Buyer is refunded in the case of Offline Disputes. If Kajet upholds Preferred Seller’s appeal, it will disburse all or part of the purchase monies to Preferred Seller. Preferred Seller acknowledges and agrees that Kajet’s decision is final, conclusive and binding, and covenants and agrees that it will not bring suit or otherwise assert any claim against Kajet or its affiliates in relation to such decision.
4. Rights of Ordinary Sellers
For the purpose of this Return Policy, Ordinary Sellers are Sellers that are not Mall Sellers or Preferred Sellers.
When Kajet receives an application from Buyer for the return of the Item and/or refund, Kajet will proceed to assess Buyer’s application without further notice to Seller. Kajet will review each application on a case-by-case basis and, in its sole discretion, determine whether Buyer’s application may be successful.
Where Kajet approves any refund or return request, Seller may appeal such decision by contacting Kajet and providing evidence in support of such appeal. Any appeals must be made within (i) three (3) days of the date the Buyer is refunded in the case of Online Disputes, and (ii) one (1) month of the date the Buyer is refunded in the case of Offline Disputes. If Kajet upholds Seller’s appeal, it will disburse all or part of the purchase monies to Seller. Seller acknowledges and agrees that Kajet’s decision is final, conclusive and binding, and covenants and agrees that it will not bring suit or otherwise assert any claim against Kajet or its affiliates in relation to such decision.
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. Liability of Delivery Fee
i) In the scenario of an unforeseen error from the seller's end (i.e - damaged, faulty or wrong product delivered to the buyer), the seller will bear buyer's return delivery fee.
ii) 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.
iii) In the scenario where both seller-buyer disputing the party liable for the return shipping fee, Kajet at its sole discretion will determine the party liable for the return shipping fee.
7. Refunds
Buyer will only be refunded after Kajet has received the confirmation from Seller that Seller has received the returned Item, unless Kajet has elected to expedite such refund or does not require Buyer to return the Item. In the event where Kajet does not hear from Seller within a specified time, Kajet 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.
In the event that a request for a refund has been approved by Kajet and the purchase monies had already been disbursed to Seller, Kajet may deduct the necessary amount from the Seller’s Seller Balance in accordance with the Terms of Service.
8. Communication Between Buyer and Seller
Kajet encourages Users to communicate with each other in the event where problem arises in a transaction. As Kajet is a platform for Users to conduct trading, Buyer should contact Seller directly for any issue relating to the Item purchased.