Applicable Parties
This Return & Refund Policy applies to all parties involved in transactions on the BettaMall E-Commerce Platform (“BettaMall”):
- Buyers or Recipients (hereinafter referred to as “Buyer”);
- Merchants or Consigners (hereinafter referred to as “Merchant”);
- Logistics service providers;
- Other relevant parties.
Scope of Application
This Return & Refund Policy defines the rights and obligations of Buyers to request a return or refund, as well as the rights and obligations of BettaMall, Merchants, and other relevant parties in supporting and resolving Buyer requests within the prescribed timeframe.
Eligibility for Return & Refund Requests
(i) A Buyer may request a return or refund under the following circumstances:
- The Buyer has purchased and paid through an eligible payment method on the BettaMall platform but:
- Did not receive the product; or
- Did not receive the full quantity of products ordered; or
- Received counterfeit, imitation, or low-quality products;
- The product was damaged during transportation;
- The Merchant delivered the wrong product to the Buyer (incorrect size, color, etc.);
- The product delivered is completely different from the description or information provided by the Merchant;
- The product has expired;
- The Merchant and Buyer have reached a mutual agreement (subject to BettaMall’s verification).
(ii) The Buyer must submit a return/refund request within 15 days from the successful delivery date.
(iii) All transactions and return/refund requests must be carried out through the BettaMall website or mobile application.
(iv) BettaMall is responsible for thoroughly reviewing Buyer return/refund requests and making a final decision in accordance with BettaMall’s regulations and policies.
Requirements for Returned Products
When returning a product, the Buyer must ensure proper packaging to avoid damage and return the product in its original condition, unused, with intact labels, seals, and all accompanying accessories or tools.
The Buyer needs to send BettaMall the images of your package you received with the shipping label showing the incorrect/defective/damaged part.
Responsibility for Shipping Costs
Buyers will generally bear return shipping costs when they require to return products.
Refund for Returned Products
Once Buyer’s return is received and inspected, BettaMall will send Buyer an email to notify that we have received your returned item. BettaMall will also notify you of the approval or rejection of your refund.
If Buyer’s request is approved, then refund will be processed, and a credit will automatically be applied to Buyer’s credit card or original method of payment, within 2-5 business days.
If Buyers haven’t received a refund yet, first check bank account again/ credit card company, it may take some time before the refund is officially posted. If you’ve done all of this and you still have not received your refund yet, please contact us at helpcenter@bettamall.net.
Communication between Buyer and Merchant
BettaMall encourages Buyers and Merchants to directly communicate and resolve issues through BettaMall’s official communication channels. Buyers are advised that communication outside BettaMall’s system may involve risks, and BettaMall shall not be responsible for monitoring or providing evidence of such interactions.