Return Policy Page
1. Conditions for Return/Refund Requests
Buyers have the right to request a return/refund within the “Guarantee” period in the following cases:
• Item not received.
• Defective, damaged, broken, or non-functioning items.
• Missing items/accessories.
• Product significantly differs from the description or has incorrect specifications (wrong color, size, etc.).
• Counterfeit/fake products (applicable only to Mall sellers).
• Change of mind (applicable only to certain categories and specific sellers).
2. Processing Procedure
• Submit request: Buyers must submit requests via the mobile application.
• Authority: MopayShop has the final decision. Buyers and Sellers may negotiate first, but if no agreement is reached, MopayShop will arbitrate.
• Return timeframe: Buyers must ship the return within 10 days from the request date.
3. For Sellers
• Preferred Sellers: Must comply with MopayShop’s refund decisions. If a refund is approved, MopayShop will notify via email and arrange for the returned goods to be sent back to the seller’s address. Sellers have the right to appeal if they disagree with the decision.
• Ordinary Sellers: When a complaint arises, MopayShop will notify and request a response within a specified timeframe. If the seller does not respond, the platform will automatically resolve the case in favor of the buyer.
4. Return Shipping Costs
• Seller’s fault (wrong item, damaged): Seller bears the cost.
• Buyer’s fault (change of mind): Buyer bears the cost (subject to seller’s prior agreement).
• Disputes: MopayShop will determine which party is responsible for the cost.
5. Refund Policy
• Refunds will only be issued to the Buyer after:
The Seller confirms receipt of the returned item; or
A certain period has passed without any response from the Seller.
• Refunds will be credited back to the Buyer’s credit/debit card or bank account.
