SecureCheckout

REFUNDS & RETURN POLICY

1.     Application for Returns/Refunds

1.1 Subject to the terms and conditions in this Refunds and Return Policy and the Terms of Service, Buyer may apply for return of the purchased items (“Item”) and/or refund prior to the expiry of the Secure Checkout Guarantee Period as stated in the Terms of Service

1.2 Secure Checkout Guarantee is a service provided by Secure Checkout, on User’s request, to assist Users in dealing with certain conflicts which may arise during the course of a transaction. Users may communicate with each other privately to resolve their differences or approach their relevant local authorities to assist them in overcoming any dispute prior, during or after using Secure Checkout Guarantee.

2.      Application for the Return of an Item

2.1 Buyer may only apply for the refund and/or return of the Item in the following circumstances:

a) The Item has not been received by Buyer;

b) The Item was defective and/or damaged on delivery;

c) The Item received is incomplete (missing quantity or accessories);

d) Seller has delivered an Item that does not match the agreed specification (e.g. wrong size, colour, etc.) to Buyer;

e) The Item delivered to Buyer is materially different from the description provided by Seller in the listing of the Item; 

f) The Item received is a counterfeit item;

g) The Item received has physical damage (e.g. dented, scratched, shattered);

h) The Item received is faulty (e.g. malfunction, does not work as intended);

i) By way of private agreement with Seller and Seller must send his/her confirmation to Secure Checkout confirming such agreement; 

j) The Item is in its original/sealed condition;

k) Expired products; or 

l) Empty / suspicious parcels.

2.2 Buyer’s application must be submitted via the Secure Checkout mobile app.

2.3 Refunds and/or returns of Items purchased from Secure Checkout Mall shall be governed by Secure Checkout in addition to this Refunds and Return Policy;

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

2.5 Please note that, if required by Secure Checkout, Buyer must ship or drop off the Item to a location designated by Secure Checkout within five (5) calendar days after the return request is approved.

2.6 The approval of Buyer’s request for refund and return will be made by Secure Checkout in its sole discretion.  Buyer acknowledges and agrees that Secure Checkout’s decision is final, conclusive and binding, and covenants and agrees that it will not bring suit or otherwise assert any claim against Secure Checkout or its affiliates in relation to such decision.  

2.7 In the event where Buyer has commenced legal action against Seller, Buyer may provide the formal notification from the appropriate authority to Secure Checkout to request Secure Checkout to continue to hold the purchase monies until a formal determination is available. Secure Checkout will, at its sole and absolute discretion, determine whether it is necessary to continue to hold such purchase monies.

3.     Condition of Returning Item

3.1 For returns and/or refunds of Items in its original/sealed condition, and subject always to Clause 2.1, Buyer must ensure that the Item remains unused with its tag (if any) remaining on the Item when returning the Item. Without limiting the generality of the foregoing:

(a) Items must be returned in their original, unopened packaging, with seals and shrink-wrap intact. All tags, manuals, and accessories that were included with the purchase must be returned as well;

(b) For clothing and wearables, Items must be unworn (except for trying on purposes), unwashed, with all original tags attached, and must not have signs of wear or use; and

(c) For health and beauty products, Items must be unopened and in their original packaging.

3.2 For other refund and/or returns permitted under Clause 2.1, to enjoy a hassle-free experience when returning the Item, Buyer should ensure that the Item, including any complimentary items such as accessories that come with the Item, must be returned to Seller in the condition received by Buyer on delivery. We recommend Buyer to take a photo of the Item upon receipt.

4.     Liability for Forward Shipping Fee and Return Shipping Fee

(a) In the scenario of an unforeseen error from the Seller’s end (i.e. – damaged, faulty, incomplete or wrong Item delivered to the Buyer), the Seller will bear Buyer’s forward and return shipping fees.

(b) In the scenario where the Buyer and Seller have come to an agreement in relation to a refund, the Buyer, depending on the category of the Item, shall first get the Seller’s consent prior to the return request. Where the parties have agreed, the Seller will bear the return shipping fee.

(c) [Applicable only to Buyers located in Hong Kong] In the scenario where both Seller-Buyer are disputing the party liable for the return shipping fee, Secure Checkout at its sole discretion will determine the party liable for the return shipping fee. Buyer may be liable to bear the return shipping fee if Buyer has exceeded their quota limit for the refund and/or return reason set out in Clause 2.1(j) (The Item is in its original/sealed condition).

5.     Refunds

5.1 Buyer will only be refunded after Secure Checkout has received the confirmation from Seller that Seller has received the returned Item, where applicable. In the event where Secure Checkout does not hear from Seller within a specified time, Secure Checkout will be at liberty to refund the applicable sum to Buyer without further notice to Seller. The refund may be made via the same payment method used by the Buyer for the original purchase (“Original Payment Method”). In the event that Secure Checkout is unable to effect the refund via the Original Payment Method for any reason whatsoever (including, but not limited to, where the Original Payment Method is no longer valid or cannot be used to receive funds), Buyer acknowledges and agrees that:

a) Secure Checkout may effect the refund via one of the following methods:

i. Buyer’s Secure Checkout account;

ii. The default bank account registered on the Buyer’s Secure Checkout account; or

iii. Issuance of Secure Checkout vouchers (of equivalent value to the refund amount) in accordance with such timeline as may be determined by Secure Checkout; and

(For Buyers not located in Hong Kong, refunds will only be made to the Original Payment Method.)

b) upon refund via one of the above-mentioned methods or issuance of such vouchers, Buyer shall have no further right or claim against Secure Checkout in connection with such refund.

5.2 In the event that a request for a refund has been approved by Secure Checkout and the purchase monies had already been disbursed to Seller, Secure Checkout may deduct the necessary amount from the Seller’s Seller Balance in accordance with the Terms of Service.

6.     Communication Between Buyer and Seller

6.1 Secure Checkout encourages Users to communicate with each other in the event where a problem arises in a transaction. As Secure Checkout is a platform for Users to conduct trading, Buyer should contact Seller directly for any issue relating to the Item purchased.

Last updated: 16 February 2026