What are returns when the product is "No Longer Needed"?

These are returns when a customer selects "No longer needed" as their return reason. We allow customers to return products when they change their minds. However, this is subject to certain terms and conditions outlined in this article.
❗ Important

• These returns do not impact your shop performance metrics (such as shop rating, review rates etc.) and will not lead to any enforcement from us.
• You will not bear the cost of forward shipping and return shipping.

---

Frequently Asked Questions

When may customers request returns for products that are "No Longer Needed"?

• Mall sellers: 15 calendar days after the product has been delivered
• Non-mall sellers: 7 calendar days after the product has been delivered

How will the platform protect sellers against fraudulent or malicious returns?

• If customers have been found to be abusing these returns, we may prevent such customers from using this feature for future orders.
• If you suspect that a customer may be using the "No Longer Needed" return reason maliciously, you may raise your concerns to our customer service team.

Can I raise an appeal if the product has been returned in poor condition?

• You can raise an appeal to us through the Seller Center. The appeal period depends on the return shipping method:
  • For returns that were dropped off, picked up, or self-arranged with tracking: 2 calendar days from the day the seller receives the return item.
  • For returns that were self-arranged without tracking: 14 calendar days from the day the customer ships out the return item.
• We will provide an update within 3-7 calendar days.

---

What products may not be returned when they are "No Longer Needed"?

Note: This list is non-exhaustive and may vary from time to time at our sole and absolute discretion. Please refer to the Product Detail Page for the specific return eligibility.

What criteria must products meet to be eligible for returns that are "No Longer Needed"?

The product must meet the following criteria:

• The return must be requested within the platform's specified return period.
• If customers select "No Longer Needed" as their return reason, but the product's condition does not meet the above conditions, you have the right to refuse the return of the goods and file an appeal with us. This can be done by selecting "Appeal" within the Manage Returns/Refunds page on the Seller Center.

How will customers know if a product is eligible for a "No longer needed" return and refund?

• Customers will find a "Change of Mind" label under the Return Policy section of the Product Detail Page.

What should I do when a customer raises such a return request?

• Review the attached image accompanying the return request to verify if the product condition meets return standards.
• Communicate with the customer through the "Chat with buyer" feature if additional information or a clearer depiction of the item is required.
• Approve or reject return requests within 1 working day.
  • Provide detailed and clear reasons for rejecting a customer’s request.

How can I raise appeal in seller center?

• You may raise an appeal if the items are not returned in the condition listed above.
  • Provide strong evidence: eg. Unboxing video of returned item, showing outer package and item condition.
• You may initiate an appeal within the following timelines:
  • For returns that were dropped off, picked up, or self-arranged with tracking: 2 calendar days from the day the seller receives the return item.
  • For returns that were self-arranged without tracking: 14 calendar days from the day the customer ships out the return item.

What documentation do I need when raising an appeal against items returned in poor condition?

If the returned item does not meet the criteria mentioned above, please provide the following documentation to aid us in our decision-making process:

• Photos of the product receipt
• Photos of the product packaging
• Unboxing videos (optional)
• A description of the problem or concern with the returned item