Return Policy Page
1. Return/Refund Requests
1.1 Subject to the terms and conditions in this Refunds and Returns Policy and the Terms of Service, a Buyer may apply for a return of the purchased item(s) (“Item(s)”) and/or a refund prior to the expiry of the tkismo Guarantee Period as provided in the Terms of Service.
1.2 tkismo Guarantee is a service provided by tkismo, at the request of Users, to assist Users in dealing with certain conflicts that may arise during the transaction process. Users may communicate privately with each other to resolve any disputes or contact the relevant local authorities to assist them in resolving any disputes before, during, or after using the tkismo Guarantee.
2. Return Requests
2.1 Buyers may only apply for a refund and/or return under the following circumstances:
- The Buyer did not receive the Item;
- The Item was defective and/or damaged upon delivery;
- The Item delivered is incomplete (missing quantity or accessories);
- The Seller has delivered an Item that does not conform to the agreed specifications (e.g., wrong size, color, etc.);
- The Item delivered to the Buyer is significantly different from the description provided by the Seller in the listing;
- The Item received is a counterfeit item**;
- The Item received has physical damage (e.g., dents, scratches, broken parts);
- The Item received is defective (e.g., malfunctions, does not work as intended);
- Through a private agreement with the Seller, the Seller must send their confirmation to tkismo to confirm such an agreement; or
- Change of mind*
- *Change of mind return policy only applies to certain categories and is limited to certain Sellers.
- **The counterfeit item return policy only applies to tkismo Sellers.
2.2 The Buyer’s request must be submitted via the tkismo mobile application.
2.3 tkismo will review each Buyer’s request on a case-by-case basis and reserves the right to determine whether the Buyer’s request is successful.
2.4 Please note that if required by tkismo, the Buyer must ship the Item to the location designated by tkismo within ten (10) calendar days after the return request is made.
2.5 tkismo will have sole discretion in deciding whether to approve your refund and return request. The Buyer acknowledges and agrees that tkismo’s decision is final, conclusive, and binding, and agrees not to pursue any legal action or otherwise make any claims against tkismo or its affiliates concerning that decision.
2.6 If the Buyer has initiated legal proceedings against the Seller, the Buyer may provide official notice from the relevant authorities to tkismo, requesting tkismo to continue holding the purchase funds until a formal decision is made. tkismo shall have the sole discretion to determine whether it is necessary to continue holding such purchase funds.
3. Preferred Sellers’ Rights
3.1 If you are a Preferred Seller, you should have received separate written notice from tkismo informing you of your selection to participate in the tkismo Preferred Seller Program. If, at any time, you decide not to participate in the tkismo Preferred Seller Program, please notify tkismo in writing; otherwise, you will be deemed to have opted to continue participating in the tkismo Preferred Seller Program and agreed to the terms and conditions set out in this Refunds and Returns Policy. tkismo reserves the right to suspend or remove any Preferred Seller from the tkismo Preferred Seller Program at any time at its sole discretion.
3.2 tkismo’s decision to approve a refund or return as stated in Section 2 above shall be binding on the relevant Preferred Seller. Preferred Sellers agree to comply with and do all necessary actions to make the Buyer’s refund or return request effective and approved by tkismo.
3.3 For any refund or return request approved by tkismo, tkismo will notify the Preferred Seller via email (“Email Notice”) and arrange for the relevant returned Items to be shipped to the address provided by the Preferred Seller to tkismo in writing to complete the refund and return process, provided that such address is located within the country/region where the relevant Item was listed for sale on the Site (“Local Address”). If the Preferred Seller fails to provide a Local Address for the returned Items or otherwise fails to accept the return within a reasonable period (as determined by tkismo), tkismo reserves the right to dispose of such Items in any manner it deems fit, and the Preferred Seller shall be deemed to have forfeited all rights to such Items. If the Preferred Seller does not receive the returned Items, the Preferred Seller must notify tkismo within seven (7) days after receiving the Email Notice (“Notification Period”). Failure to notify tkismo within the Notification Period shall be conclusive evidence that the Preferred Seller has accepted the delivery of the Items, and the Preferred Seller agrees not to make any claims or disputes regarding such Items.
3.4 Notwithstanding the foregoing, tkismo may, at its sole discretion, decide not to return the Items for which a refund or return was approved to the Preferred Seller, and the Preferred Seller shall be deemed to have forfeited all rights to such Items.
3.5 For any refund or return rejected by tkismo after receiving the relevant Items, tkismo will arrange for the Item to be delivered to the relevant Buyer’s address as stated in Section 2 above.
3.6 If tkismo approves any refund or return request, the Preferred Seller may appeal the decision by contacting tkismo and providing evidence supporting the appeal. If tkismo upholds the Preferred Seller’s appeal, it will reimburse the Preferred Seller with the full or partial purchase funds. Preferred Sellers acknowledge and agree that tkismo’s decision is final, conclusive, and binding, and agree not to pursue any legal action or otherwise make any claims against tkismo or its affiliates concerning that decision.
4. Ordinary Sellers’ Rights
4.1 For the purposes of this Refunds and Returns Policy, an Ordinary Seller refers to a Seller who is neither a Marketplace Seller nor a Preferred Seller.
4.2 When tkismo receives a request for a return and/or refund from the Buyer, tkismo will notify the Seller in writing. The Seller may respond to the Buyer’s request by following the steps provided by tkismo in the written notice. The Seller must respond within the time frame specified in the written notice (“Specified Period”). If tkismo does not receive a response from the Seller within the Specified Period, tkismo will assume that the Seller has not responded to the Buyer’s request and will proceed to evaluate the Buyer’s request without further notice to the Seller. tkismo will review each Seller’s response on a case-by-case basis and reserves the right to determine whether the Buyer’s request is successful in the circumstances stated by the Seller.
5. Return Conditions
5.1 To ensure a hassle-free experience during returns, the Buyer should ensure that the Item, including any free gifts such as accessories provided with the Item, is returned to the Seller in the condition it was received by the Buyer upon delivery. We advise Buyers to take photographs of the Items upon receipt.
6. Responsibility for Return Shipping Costs
(a) In the event of an unforeseen error by the Seller (i.e., damaged, defective, or incorrect Item delivered to the Buyer), the Seller will bear the Buyer’s return shipping costs.
(b) In the case of a change of mind, the Buyer should seek the Seller’s consent before returning the Item, and the Buyer will bear the return shipping costs.
(c) In the event of a dispute between the Buyer and Seller regarding who is responsible for return shipping costs, tkismo will determine, at its sole discretion, who should bear the return shipping costs.
7. Refunds
7.1 Refunds will only be made to the Buyer upon tkismo’s receipt of confirmation from the Seller that the Seller has received the returned Items. If tkismo does not receive a response from the Seller within the stipulated time, tkismo reserves the right to refund the applicable amount to the Buyer without further notice to the Seller. Refunds will be credited to the Buyer’s credit/debit card or designated bank account, as applicable.
8. Communication Between Buyers and Sellers
8.1 tkismo encourages Users to communicate with each other in case of any issues arising from transactions. As tkismo is a platform for Users to transact, Buyers should contact Sellers directly to resolve any issues related to the purchased Items.
Last updated: August 11, 2024
