Refund & Returns

Buyers may request for return of purchased items at any time within 7 days from the date of receipt. 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;
• 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; or
• By way of private agreement with Seller and Seller must send his/her confirmation to One Roof confirming such agreement.

One Roof will review each Buyer’s application on a case-by-case basis and, in its sole discretion, determine whether Buyer’s application is successful.

When One Roof receives an application from Buyer for the return of the Item and/or refund, One Roof will notify Seller in writing. Seller may respond to Buyer’s application according to the steps provided by One Roof in the written notification.

Seller must respond within the time-frame stipulated in the written notification (the “Stipulated Period”). Should One Roof not hear from Seller within the Stipulated Period, One Roof will assume that Seller has no response to Buyer’s application and will proceed to assess Buyer’s application without further notice to Seller.

One Roof will review each Seller’s response on a case-by-case basis and, in its sole discretion, determine whether Buyer’s application may be successful against the circumstances stated by Seller.

To enjoy a hassle-free experience when returning the Item, the Buyer should ensure that the Item, including warranties, tags, manuals and 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 the Buyer to take a photo of the Item upon receipt. The item must be in new condition and must not have been used or installed. All sealed items must not have been opened. Please note that for hygienic and logistical reasons, some items are not returnable. You must also retain a proof of purchase (order number, buying invoice, delivery note, bank statement).

With respect to return-related matters, relevant laws and regulations shall prevail over the terms and conditions suggested by sellers.

The Buyer and Seller will discuss and mutually agree on who will bear the logistic cost and other applicable fees of returning the Item. Return costs shall be borne by the party attributable to the return request, such as:

• the buyer, where the return is due to his/her change of mind; and
• the seller, where the return is due to the defects in the item, delivery delay or delivery of the wrong or different item.

The refund process only begins after One Roof has received confirmation from Seller that Seller has received the returned item and has completed evaluating your product. This quality evaluation period may last up to 5 business days. Once the refund is approved and processed, it may take 2 to 14 business days for the amount to be reflected in your bank account depending on your local bank policies.

The refund will be made to Buyer’s credit/debit card or designated bank account, whichever is applicable.

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