SGLionMall Refund and Returns Policy
Scope of Application
This policy applies to all products purchased on the SGLionMall platform (except for special products, as specified below). The effective date is the same as the Shipping Policy, i.e., March 1, 2025.
Conditions for Applying for Refund or Return
- Product quality issues: If the product itself is damaged, has functional faults, or is seriously inconsistent with the description, buyers can apply for a refund or return.
- Wrong or missing items: If the received product is inconsistent with the order information, or there are missing items, buyers can apply for relevant handling.
- Unconditional return by buyers: Within 7 days of receiving the product, if the product remains in a brand-new and unused state (with intact packaging and not affecting secondary sales), buyers can apply for an unconditional return (except for some special products).
Description of Special Products
The following products do not support unconditional returns. If they meet the conditions for refund or return such as quality problems, they can be handled in accordance with the corresponding procedures:
- Food, cosmetics and other products that affect safety and hygiene after opening;
- Personalized customized products;
- Close-fitting clothing and other products involving personal privacy;
- Digital products that have been activated or used.
Refund and Return Process
- Application: Buyers need to submit a refund or return application through the platform’s order page within the eligible period and upload relevant certificates (such as photos of product problems, order information, etc.).
- Review: The customer service team will review within 1-2 working days after receiving the application, and the review result will be notified to the buyer via SMS or email.
- Return (if needed): After the application is approved, the buyer needs to return the product according to the address and requirements provided by the customer service (return shipping fee: For returns caused by seller reasons such as product quality problems, wrong delivery or missing delivery, the shipping fee will be borne by the platform; For unconditional returns due to personal reasons of the buyer, the shipping fee will be borne by the buyer).
- Inspection and Handling: After the platform receives the returned product, it will conduct an inspection within 2-3 working days. After passing the inspection, for return applications, a new product will be arranged for the buyer or a refund will be processed; For refund-only applications, the refund will be processed directly.
Refund Method and Timeframe
- The refund will be returned through the buyer’s original payment path.
- After the inspection is passed and the refund is confirmed, the refund amount will usually arrive within 3-7 working days. The specific arrival time is subject to the processing time of the payment institution.
Notes
- Buyers need to properly keep the product and its packaging for return and other operations when needed.
- If the product is damaged or affects secondary sales due to the buyer’s reasons, the platform has the right to refuse the refund or return application.
- After the specified period (such as more than 7 days for unconditional return), the platform will no longer accept relevant applications.
If you have any questions about the refund and return policy, you can contact the customer service team through the following ways:
- Phone: +65-5388-8886
- Email: sglionmallcontact@gmail.com
The customer service team will be available 24/7 to assist you.