Refund & Return Policy



1.1          Subject to the terms and conditions in this Refunds and Return Policy and the Terms of Service, a buyer may apply for return/refund of the purchased items (“Item”) if applicable in prior to the following conditions :

  1. expiry of the Mecielo Guarantee Periodas stated in the Terms of Service;
  2. the Item has not been received by the Buyer;
  3. the Item was defective/faulty (e.g. malfunction, does not work as intended);
  4. the Item received has physical damage (e.g. dented, scratched, shattered);
  5.   seller has delivered an Item that does not match the agreed specification (e.g. wrongsize, color, etc.) to buyer;
  6. the Item delivered to buyer is different from the description provided by seller in thelisting of the Item;
  7. the item received has missing parts;
  8.   by way of private agreement with seller and seller must send his/her confirmation to Mecielo confirming such agreement;

1.2          Mecielo will review each Buyer’s application on a case-by-case basis and, in its sole discretion, determine whether buyer’s application is successful.



Seller may reject any request for returns or exchanges in any of the following cases:

  1. Product delivered is damaged due to a cause attributable by the Buyer;
  2. Value of the Product has been significantly reduced due to the use or partial consumption thereof by the Buyer;
  3. Value of the Product has been significantly reduced to the extent that such Product is not in a fit condition to be resold;
  4. Packaging of a Product is damaged;
  5. Where a Buyer complains of compatibility issues for a Product sold by a Global Seller, where such issues have been clearly and adequately listed and described in the Product page by the Global Seller; and/or
  6. There are other reasonable grounds based on which the Buyer may not be entitled to request for refund or exchange, as may be decided by the Company.


3.1          When Mecieloreceives an application from a Buyer for the return of the Item and/or refund, we will notify the Seller in writing via email / text messages / the website. Seller may respond to the Buyer’s application according to the steps provided by Mecielo in the written notification. Seller must respond within the time-frame stipulated in the written notification (i.e 3 days from the date of receipt of such request). Should we failed to receive any feedback from the Seller within the Stipulated Period, we will assume that the Seller has not response to Buyer’s application and we will proceed to assess Buyer’s application without further notice to the Seller.


3.2          Mecielo will review each Seller’s response on a case-by-case basis and, in its sole discretion, determine whether Buyer’s application may be successful against the circumstances stated by Seller.



4.1          Buyer may request for Return/Refund with a written notice through the notification/ conversation space on our website/aps and/or via email at [email protected] made within 3 days from the date of receipt of the item. Any delay will not be entertained and item(s) will be returned back to the customers. We would be much appreciated if the buyer will let us have the notifications of Return /Exchange /Refund as soon as the Buyer receives the purchased item.

4.2          Items must be in its original condition (tag intact, unworn, unwashed and unaltered).

4.3          Complete Set (Include Accessories/ complimentary items and in its Original Packaging);     Tags & Labels Attached; Not Damaged; New Condition.

4.4          Buyer are advised to take a photo of the Default/ Damaged/ Item upon receipt and include                         a short description of what is the reason of the Item being Return along with your order ID      in your email.

4.5          The item is your responsibility until it reaches the seller. For your own protection, we recommend that you send the parcel using a delivery service that insured you for the value of the goods. Please keep the tracking code with you as we shall need them for our reference.

4.6          All returns which do not meet the above-mentioned criteria will be strictly declined and       forfeited.




5.1          In the scenario of an unforeseen error from the seller's end (i.e - damaged, faulty or wrong Item delivered to the buyer), the seller will bear buyer's return shipping fee.


5.2          In the scenario of the buyer's change of mind, buyer shall get seller's consent prior to the return request and buyer will bear the return shipping fee.


5.3          In the scenario where both seller-buyer disputing the party liable for the return shipping fee, Mecielo at its sole discretion will determine the party liable for the return shipping fee.

  1.   REFUNDS

6.1          Buyer will only be refunded after Mecielo has received the confirmation from Seller that the return item has been received. In the event where Mecielo does not hear from Seller within a specified time,i.e 3 days from the date of notifications being send to the seller,Mecielo will be at liberty to refund the applicable sum to Buyer without further notice to Seller. The refund will be made to Buyer’s designated bank account, as provided by the Buyer.







7.1          Mecielo encourages Users to communicate with each other in the event where problem arises in a transaction. As Mecielo served only as a platform for Users to conduct trading, Buyer should contact Seller for any issue relating to the Item purchased, in the Conversation/Notification Space provided by Mecielo.


8.1          No request by a Buyer for refund or exchange of a Product solely due to Buyer’s change of mind, can be entertained for refunds or exchange of Products in the following categories:-

  1. Consumer electronic items;
  2. Lingerie, underwear or other intimate apparel;
  3. Swimsuits;
  4. Beauty products and cosmetics;
  5. Fragrances;
  6. Electronic vouchers for goods and services (vouchers downloadable immediately upon payment of purchase price);
  7. Pharmaceutical products; and
  8. Perishable foods.

8.2          Consumer electronic items may be accepted for return if they are unopened in original packaging (with untampered seal on box).

8.3          However, Return / Exchange of purchase item due to Buyer’s Change of Mind will only be entertain with an approval from the Seller.


9.1          Unless otherwise specifically provided under this Policy or the Seller Agreement, the process for refund or exchange of Products shall be as follows:

  1. Buyer submits request for Return/Refund/Exchange of Product (“Request”) through the Website/aps and/or email to us at [email protected];
  2. Seller will receive notification of such Request;
  3. Seller must either approve or reject the Request within three (3) Business Days from the date of notification;
  4. Buyer returns the Product to the Seller within 3 days of receipt of approval of such request;
  5. Seller shall assess and review the Product returned;
  6. Based on the condition of the Product returned, the Seller shall either approve or reject the refund or exchange of the Product; and
  7. Where refund or exchange is approved, the Seller must deliver the new Product or refund the purchase price to the Buyer within 3 days and informed Mecielo of the same.
  9. Request shall, at the first instance, be made directly to the Seller via the Notification/ Conversation button on the Website.
  10. Buyer should immediately checked the item received upon the delivery and decide whether to accept / return / exchange / request for refund of the item as soon as you can and send the notification of acceptance / rejection through the website.
  11. Buyer shall be required to submit all evidence to support the Request through the Website. The evidence shall include such information as order number, invoice number, date of purchase, photo of the item received that was damage and or any other reason for the return, payment notification, justification for return/exchange and such other information that will be necessary for the processing of such request.
  12. Processing of the Request may be delayed in the event the Buyer does not wish to provide any evidence, or where the Buyer provides insufficient evidence to support the Request.
  13. Seller and/or the Company shall have no legal obligation to entertain any Request if the Buyer is unable or refuses to provide evidence to support the Request.
  14. Buyer will have to submit their request for return/refund/exchange the purchased item within 3 days from the date of receipt of the purchased item.

11.1        Upon receipt and notification of the Request, the Seller shall, within three (3) Business Days from the date of receipt of the same either:

  1. accept the Request; or
  2. reject the Request;
  3. where the Seller rejects the Request, the Seller must provide the Company with all required documents or evidence supporting such rejection.
  4. any rejection by the Seller shall nonetheless be subject to the Seller Agreement, and the Company at its absolute discretion may override the Seller’s decision if it deems that the Seller’s rejection is unreasonable.
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