REFUND AND RETURN POLICY
- Application for Returns/ Refunds
Subject to the terms and conditions in this Refunds and Return Policy and the Terms of Service, Buyer may apply for return of the purchased items ("Item") and/ or refund prior to the expiry of the Guarantee Period.
- Application for the Return of an Item
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;
- ESB 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 ESB in the listing of the Item
- Buyer's application must be submitted via the ESB Site.
ESB will review each Buyer's application on a case-by-case basis and, in its sole discretion, determine whether Buyer's application is successful.
- Condition of Returning 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 will recommend Buyer to take a photo of the Item upon receipt.
Please ensure that you apply for refund/ return within 3 days after arrival of products. Any request for refund/ return after period of three days will not be entertained.
- Liability of Product Return Shipping Fee
- In the scenario of an unforeseen error from the seller's end (i.e - damaged, faulty or wrong product delivered to the buyer), the ESB will bear buyer's return shipping fee and the following shipping fee.
- In the scenario of the buyer's change of mind, buyer shall get ESB's consent prior to the return request and buyer will bear the return shipping fee.
Buyer will only be refunded after ESB has received the returned Item. The condition of returned item need to be as when buyer received it. If returned item is not the same or have faultier from before, buyer will not be refunded. If item returned as per condition buyer receive, buyer will be refunded. The refund will be made to Buyer’s credit/debit card or designated bank account, whichever is applicable.
- I did not receive the product(s) (e.g. missing item, parcel lost in transit)
- I received incomplete product(s) (e.g. incomplete sets, incomplete parts)
- I received the wrong product(s) (e.g. wrong size, wrong colour, different product)
- I received product(s) with physical damage (e.g. dented, broken, scratched)
- I received faulty product(s) (e.g. malfunctioned, cannot be used)
- Change of mind
- Did not receive the order
- Received an incomplete product (missing quantity or accessories)
- Received the wrong product(s) (e.g. wrong size, wrong colour, different product)
- Received a product with physical damage (e.g. dented, scratched, broken)
- Received a faulty product (e.g. malfunction, does not work as intended)
How do I request for Return / Refund?
Before we begin, kindly note that you may only raise Return/ Refund request after the order has passed Estimated Delivery Date or once the order has been delivered.
Step 1: State the item you would like to request for refund. Step 2: Provide the reason of the refund request. Step 3: Insert picture proof of your claim. (Can insert up to 3 images) Step 4: Describe the situation in detail to support your claim. Step 5: Propose a solution you would like to receive, either to get a refund only or to return the item before receiving your refund.
Once the step is complete, submit the report via site or email us directly, ESB will be notified instantly regarding your refund request.
Follow up on your case
After you have successfully requested for refund, ESB will response within 3 working days either dispute your case or counter propose your proposal. You will be able to check for any updates through site or email of your case.
Your refund will be processed immediately once your Return/ Refund or Cancellation Request Case has been approved.
If you paid for your order using one of the following methods, your refund will be released to your account immediately once the cancellation request has been approved:
- Online Banking
- ATM / Bank Transfer
- If you paid using credit / debit card, your payment will be released back to your card in 7-14 working days.