Return & Refund Policy
The Artisans Haven Marketplace Return & Refund Policy
Application for Refund and/or Return of an Item
Buyer may only apply for a refund by and/or return of an item ("Item") to the Seller in the following circumstances:
- The Item has not been received by Buyer;
- The Item received is incomplete (missing quantity or accessories);
- The 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;
- The Item received has physical damage (e.g. dented, scratched, shattered);
- The Item received is faulty (e.g. malfunction, does not work as intended);
- By way of private agreement with Seller and Seller must send his/her confirmation to The Artisans Haven Marketplace confirming such agreement;
Refund and/or Return is not applicable for
- After the Buyer has confirmed the order;
- Product damaged by courier;
- The product being used/tested for more than 7 days;
- Returned due to customer unreachable/not available at the location;
- All virtual tickets, mobile top up and any other type of services;
The Buyer's application must be submitted via The Artisans Haven Marketplace Website/Apps.
The Artisans Haven Marketplace will review each Buyer's application on a case-by-case basis and, if The Artisans Haven Marketplace deems necessary, The Artisans Haven Marketplace may consult the Seller in the process of reviewing the application. The Artisans Haven Marketplace shall in its sole discretion, determine whether the Buyer's application shall be successful. The Seller shall be fully responsible for all direct and/or indirect losses, claims, damages, costs and expenses successfully claimed by the Buyer arising from such application for refund and/or return of any Item.
In addition, thereto, the Seller shall compensate, defend, indemnify and hold The Artisans Haven Marketplace harmless from and against any losses which The Artisans Haven Marketplace may suffer or incur, directly or indirectly arising out of or resulting from or in connection with such application for refund and/or return of an Item. In this regard, The Artisans Haven Marketplace reserves all rights and entitlement to deduct and set-off the requisite sum of monies retained in the Seller's accounts maintained with The Artisans Haven Marketplace.
In the event where Buyer has commenced legal action against Seller, Buyer may provide the formal notification from the appropriate authority to The Artisans Haven Marketplace to request The Artisans Haven Marketplace to continue to hold the purchase monies until a formal determination is available. The Artisans Haven Marketplace will, at its sole and absolute discretion, determine whether it is necessary to continue to hold such purchase monies.
Both the Buyer and the Seller accept and agree that The Artisans Haven Marketplace is merely a platform through which the Buyer and Seller undertake commercial transactions between the Buyer and the Seller. The Artisans Haven Marketplace is not and shall not be responsible for any products sold or purchased between the Buyer and the Seller. The Artisans Haven Marketplace, therefore, shall not under any circumstances be responsible in any manner whatsoever for any losses, claims, damages, costs and expenses incurred or to be incurred by the Seller or the Buyer in connection with any application for refund and/or return of the Item.
Buyers should seek their rights within the time limit specified by The Artisans Haven Marketplace.
After the buyer receives the parcel, even if the buyer does not confirm the order, the order will automatically completed order within 7 days of the day after the seller ships the order.
If the buyer clicks confirm received the parcel after3 days the seller ships, the order status will show that the order has been completed on that day. Buyers have the right to appeal within 7 days after the order status is completed. If within 7 days after the order is completed, the buyer does not make any actions, such as dispute. Then The Artisans Haven Marketplace will believes that the buyer acknowledges that the order has been completed, and there is no objection.
Any refunds and dispute will not be entertained after 7 days the order is completed.
- Seller's Obligations
When The Artisans Haven Marketplace receives an application from Buyer for the refund by and/or return of the Item to the Seller, The Artisans Haven Marketplace will notify Seller in writing. Seller may respond to Buyer's application according to the steps provided by The Artisans Haven Marketplace in the written notification. The seller must respond with proposed measures and steps to deal with such application within 5 days from the date of the written notification from The Artisans Haven Marketplace. Should The Artisans Haven Marketplace not hear from Seller within the stipulated period, The Artisans Haven Marketplace shall be entitled to proceed to assess, process, reject and/or approve Buyer's application without further notice to Seller.
The Artisans Haven Marketplace 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. In the event that The Artisans Haven Marketplace approves the Buyer's application, The Artisans Haven Marketplace shall with no further notice to the Seller, proceed to process the cash refund to and return of the Item by the Buyer at the Seller's costs and expenses.
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 recommend that the Buyer takes a photo of the Item upon receipt.
Liability of Return Shipping Fee
In the scenario of an unforeseen error from the Seller's end (i.e - damaged, faulty or wrong Item delivered to the Buyer), the Seller will bear the Buyer's return shipping fee.
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.
In the scenario where both Seller-Buyer disputing the party liable for the return shipping fee, The Artisans Haven Marketplace at its sole discretion will determine whether the Buyer or the Seller shall be liable for the return shipping fee.
Buyer will only be refunded after The Artisans Haven Marketplace has received the confirmation from Seller that Seller has received the returned Item in a condition acceptable to The Artisans Haven Marketplace. In the event where The Artisans Haven Marketplace does not hear from Seller within 7 days from the date of The Artisans Haven Marketplace's request for such confirmation, The Artisans Haven Marketplace 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.
Seller's subscription fee is non-refundable.
Return accepted- An email notification stating that buyer refund is being processed will be send to buyer registered email address. Please also be advised that processing time starts once buyer received an email notification about buyer’s refund being processed.
If the seller has confirmed received the items or The Artisans Haven Marketplace does not hear from Seller within 7 days, the Artisans Haven Marketplace will take 1-3 working days for the refund to be processed to buyer’s card. Then, it would take another 5-15 working days for the bank to process the said refund and reflect it in buyer’s statement.
Return rejected- An email notification mentioning buyer return request has been rejected will be send to buyer registered email address.
Communication Between Users & Platform
The Artisans Haven Marketplace encourages both Buyer and Seller to communicate with The Artisans Haven Marketplace in the event where a problem arises in a transaction.