1. Application for Return of Goods/Funds
Subject to the terms and conditions in this Refunds and Goods Policy and Terms of Service, Buyer may apply for the return of purchased goods (“Items”) and/or refund prior to the expiration of the Chewee Guarantee Period as stated in the Terms of Service. Chewee Guarantee is a service provided by Chewee, at the request of the User, to assist the User in dealing with certain conflicts that may arise during the course of the transaction. Users can communicate with each other privately to resolve their differences or contact local authorities to help them resolve disputes that occur before, during or after using the Chewee Guarantee.
2. Application for Return of Goods and/or Refund
Refund/Return of Goods/Funds rules :
- Seller will receive full refund if Seller managed to return/replace all the damaged/inappropriate goods from customer
- Seller who doesn’t contact customer about the solutions for more than 1×24 hours since complain made by customers, won’t get any refund.
- In that case, Chewee will step in to send a replacement for the damaged/inappropriate goods.
Buyers may only apply for Return of Goods and/or refund in the following situations:
- Goods have not been received by the Buyer;
- the item is defective and/or damaged upon receipt;
- The Seller has delivered the Goods that do not match the agreed specifications (eg wrong size, type, etc.) to the Buyer;
- Goods delivered to Buyer are materially different from the description provided by Seller in the list of Goods; or
- Through a personal agreement with the Seller and the Seller must send a confirmation to Chewy regarding the agreement.
- The Purchaser’s Application must be submitted through the Site.
Chewee will review each Buyer’s application on a case-by-case basis and, in its sole discretion, determine whether the Buyer’s application was successful or not.
If the Buyer has initiated legal action against the Seller, the Buyer may provide formal notification from the appropriate authorities to Chewee asking Chewee to continue withholding the purchase money until an official determination is available. In its absolute discretion, Chewee will determine whether it is necessary to continue to withhold the purchase money.
3. No Change Of Mind
Except as stated in this Refunds and Items Policy, Buyer may not apply for a return of Goods and/or funds through Chewee Guarantee because he has changed his mind.
4. Seller Rights
When Chewee receives a request from a Buyer for the return of Goods and/or a refund, Chewee will conduct a review and examination of the request from the Buyer before notifying the Seller in writing. Except in the event that the request from the Buyer requires further confirmation from or further examination with the involvement of the Seller, Chewee will review each Seller’s response on a case-by-case basis and, in its sole discretion, determine whether the Buyer’s application against the situation presented by the Seller is successful or not. .
In some cases where the Seller objected to the decision taken by Chewee, the Seller may respond to the Buyer’s request in accordance with the steps provided by Chewee in a written notification. Seller must respond within the time frame specified in the written notice (“Specified Period”). If Chewee does not hear back from the Seller within the Stipulated Period, Chewee will assume that the Seller has no further response to the Buyer’s request and will continue to make a decision on the Buyer’s request without further notification to the Seller.
5. Terms of Returning Items
In order to enjoy a hassle-free experience when returning the Goods, the Buyer must ensure that the Goods, including any free/carry items such as accessories that came with the Goods, are returned to the Seller in the condition received by the Buyer at the time of delivery. We will advise the Buyer to take photos of the Goods upon receipt.
6. Responsibility for Shipping Returned Items
In the scenario of an unforeseen error on the part of the Seller (i.e. the product is damaged, defective or incorrectly delivered to the Buyer), the Seller or the Buyer will bear the shipping costs of returning the Goods depending on the agreement between the Seller and the Buyer;
In a scenario where the Seller and Buyer dispute who is responsible for the shipping costs of the returned Goods, Chewy at its sole discretion will determine which party will be responsible for the shipping costs of the returned Goods.
7. Refund
Buyer’s money will only be refunded after Chewee receives confirmation from Seller that Seller has received the returned Goods. If Chewee does not hear from the Seller within the specified period, Chewee has the freedom to return the appropriate amount to the Buyer without further notification to the Seller. Refunds will be made to the Buyer’s credit card or bank account, whichever is appropriate.
8. Communication Between Buyers and Sellers
Notwithstanding the provisions in Section 4 above, Chewee encourages Users to communicate with each other if a problem arises in a transaction before submitting a request for a refund or Goods to Chewee. Since Chewee is only a platform where Users trade, Buyers must first contact the Seller directly through the Chewee website or application for any issues related to the purchased Goods before submitting a request for a refund or Goods to Chewee.
