Return/Refund Request

1.1 Pursuant to the terms and conditions in this Refund and Return Policy and the Terms of Service, the buyer may apply for the return of the purchased item (“Item”) and/or refund before the UAPP MALL guarantee period expires. Terms of Service.

1.2 UAPP MALL is a service provided by UAPP MALL at the request of users, aiming to help users deal with some conflicts that may arise during the transaction process. Users can communicate with each other privately to resolve differences, or contact local authorities to help them resolve any disputes before, during or after using UAPP MALL guarantee.

2. Return request

2.1 Buyers can only apply for a refund and/or return under the following circumstances:

Buyer did not receive the item;

the item was defective and/or damaged upon delivery;

The goods received are incomplete (missing quantities or accessories);

The seller has delivered to the buyer items that do not conform to the agreed specifications (e.g. wrong size, color, etc.);

Items delivered to Buyer differ materially from the description provided by Seller in the item list; 

The item received is a counterfeit item**;

The item was received with physical damage (e.g. dented, scratched, broken);

The item received is defective (e.g. malfunctioning, not working as expected);

By private agreement with the seller, the seller must send his/her confirmation to UAPP MALL to confirm the agreement; or

change idea*

*Change of mind return policy is only available in certain categories and by certain sellers only.

**Counterfeit Return Policy is only applicable to UAPP MALL Mall sellers.

2.2 The buyer's application must be submitted through the UAPP MALL mobile application.

2.3 UAPP MALL will review each buyer's application case by case and decide whether the buyer's application is successful or not.

2.4 Please note that if requested by UAPP MALL, buyers must ship the goods to the location designated by UAPP MALL within ten (10) calendar days after submitting the return request.

2.5 UAPP MALL will decide whether to approve your refund and return request at its own discretion. The buyer acknowledges and agrees that UAPP MALL's decision is final, conclusive and binding, and undertakes and agrees not to file a lawsuit or otherwise bring any claim against UAPP MALL or its affiliates for such decision.  

2.6 If the buyer has initiated legal proceedings against the seller, the buyer can provide UAPP MALL with a formal notice from the relevant authority, requiring UAPP MALL to continue to hold the purchase money until a formal ruling is made. UAPP MALL will, in its sole discretion, determine whether it is necessary to continue to hold monies for such purchases.

3. Rights of preferred seller

3.1 If you are a preferred seller, you should have received a separate written notice from UAPP MALL informing you of your choice to participate in the UAPP MALL preferred seller program. If at any time you decide not to participate in the UAPP MALL Preferred Seller Program, please notify UAPP MALL in writing; otherwise, you will be deemed to have chosen to continue participating in the UAPP MALL Preferred Seller Program and agree to the terms set forth in this Refund and Return Policy and conditions. UAPP MALL may at any time in its sole discretion suspend or remove any Preferred Seller from the UAPP MALL Preferred Seller Program.

3.2 UAPP MALL's decision to approve a refund or return pursuant to Section 2 above is binding on the relevant Preferred Seller. Preferred Seller agrees to comply and do all necessary things to make buyer's refund or return request valid and approved by UAPP MALL.

3.3 For any refund or return request approved by UAPP MALL, UAPP MALL will notify the preferred seller by email ("email notification"), and organize the delivery of the relevant returned items to the relevant preferred seller provided to UAPP MALL in writing address to complete the refund and return process, as long as the address is located in the country where the item in question is listed for sale on the Site (“Local Address”). If the Preferred Seller fails to provide a local address for returned merchandise or otherwise fails to accept the return within a reasonable time (as determined by UAPP MALL), UAPP MALL reserves the right to dispose of such merchandise in any way it deems appropriate, and the Preferred Seller shall are deemed to have lost all rights to the item. If the Preferred Seller has not received the returned item, the Preferred Seller must notify UAPP MALL within seven (7) days of receipt of the email notification (“Notification Period”). Failure to notify UAPP MALL within the notification period will be conclusive evidence and result in the Preferred Seller having accepted delivery of the item, and the Preferred Seller agrees not to make any claim or bring any dispute with respect to any such item.

3.4 Notwithstanding the above, UAPP MALL may, at its sole discretion, not return the item that is approved for refund or return to the preferred seller, and the preferred seller shall be deemed to have lost all rights to the item.

3.5 For any refund or return rejected by UAPP MALL after UAPP MALL receives relevant goods, UAPP MALL will organize the delivery of the goods to the address of the relevant buyer in accordance with the above-mentioned Article 2.

3.6 If UAPP MALL approves any refund or return request, Preferred Sellers may appeal the decision by contacting UAPP MALL and providing evidence to support the appeal. If UAPP MALL supports the preferred seller's appeal, it will pay the preferred seller all or part of the purchase price. Preferred Seller acknowledges and agrees that UAPP MALL's decision is final, conclusive and binding, and undertakes and agrees not to file a lawsuit or otherwise bring any claim against UAPP MALL or its affiliates for such decision.

4. Rights of ordinary sellers

4.1 For the purposes of this Refund and Return Policy, Regular Seller means a Seller who is not a Marketplace Seller or Preferred Seller.

4.2 When UAPP MALL receives the buyer's application for return and/or refund, UAPP MALL will notify the seller in writing. The seller can respond to the buyer's application according to the steps provided by UAPP MALL in the written notification. Seller must respond within the time frame specified in the written notice (“Described Period”). If UAPP MALL does not receive the seller's message within the specified period, UAPP MALL will assume that the seller has not responded to the buyer's application, and will continue to evaluate the buyer's application without prior notice to the seller. UAPP MALL will review each seller's response on a case-by-case basis and determine in its sole discretion whether the buyer's application is likely to be successful under the circumstances stated by the seller.

5. Returns and exchanges

5.1 For a hassle-free experience when returning an item, the buyer should ensure that the item, including any free items such as accessories provided with the item, must be returned to the seller in the condition in which the buyer received it on delivery. We will advise buyers to take photos after receiving the item.

6. Responsibility for return shipping

(a) In the event of an unforeseen error by Seller (ie - damaged, defective or wrong item delivered to Buyer), Seller will bear Buyer's return shipping costs.

(b) In case the buyer changes his mind, the buyer should obtain the consent of the seller before returning the product, and the buyer should bear the return shipping cost.

(c) In the event of a dispute between the buyer and the seller regarding the party responsible for the return shipping fee, UAPP MALL will determine at its own discretion the party responsible for the return shipping fee.

7. Refunds

7.1 Only after UAPP MALL receives the seller's confirmation that the seller has received the returned goods, the buyer will get a refund. If UAPP MALL does not receive the seller's reply within the specified time, UAPP MALL will have the right to return the applicable payment to the buyer without further notice to the seller. Refunds will be credited to the buyer's credit/debit card or nominated bank account, whichever is applicable.

8. Communication between buyers and sellers

8.1 UAPP MALL encourages users to communicate with each other when there are problems in the transaction. Since UAPP MALL is a platform for users to conduct transactions, buyers should contact sellers directly to solve any problems related to the purchased goods.