Refund policy

EXCHANGES / RETURNS

All Product exchanges and/or returns (including any repairs, damage, wrong delivered items), are subject to the following conditions:

  • Subject to the remaining terms of this policy, Customers can request for exchange or return of a Product within TEN (10) calendar days (“Returns Period”) from the date of the Customer’s receipt of the delivered Product (“Date of Product Receipt”). Customers are advised to perform checks on the spot upon receipt of a Product to ensure it is not damaged or defective. A Customer’s request for exchange or return of the same Product shall not exceed Three (3) times (provided that the first request must be made within the Returns Period) and in any event no later than sixty (60) days from the first Date of Product Receipt, subject to the remaining terms in this policy.
  • Requests for any returns and/or exchange during the Returns Period may be requested by a Customer via these methods:
  • by calling in to Powerod’s customer service number +6012 778 2979 and seeking the assistance of the customer service or through Powerod’s website; OR
  • self-return service (“Self Return Service”) by Customer via drop-off at specific collection points determined by Powerod at its absolute discretion (“Collection Points” or “Collection Point” the list of which can be found on the Site) SUBJECT TO the following terms: 

    1) Prior to any drop-off at a Collection Point, Customer must request for self-return by logging into the Customer’s account online via the Site OR via such manner determined by Powerod from time to time. Only selected Products (“Selected Products” which definition forms part of the definition of Product) may be dropped off at a Collection Point and Customers are required to select the nearest Collection Point available and take note of the collection hours. Customers are advised to refer to the Site for full details on the Self Return Service.

    2) All Selected Products returned by a Customer under this Self Return Service must comply with the terms and conditions on exchanges/returns under this policy. Powerod and/or its servants, agents and authorized representatives including its Delivery Providers are entitled at its discretion to reject any Selected Product submitted by any Customer at a Collection Point for failure to comply with the required terms and conditions.

    3) Customer acknowledges that in using this Self Return Service, it shall not hold Powerod liable for any costs or expenses incurred by Customer including without limitation, travel costs and costs incurred for any failed attempt to drop off any Product at a Collection Point,

    4) All terms in relation to the return of a Selected Product under the Self-Return Service shall be subject to the other provisions under these Terms and Conditions unless otherwise specified.

  • During the Returns Period, all exchanges or returns of any Product are collected or re-delivered by Powerod free of charge. After the Returns Period, Powerod shall be entitled to charge Customers a collection cost which shall be paid by the Customer to the Delivery Provider at the point of collection.
  • Unless decided otherwise by Powerod at its absolute discretion, requirements for exchanges or returns shall be subject to the following conditions failing which no returns or exchanges shall be allowed:

    1) All Products (including any free gifts or free promotional items and warranty cards (if any) associated with the purchase) must be in their original packaging with all tags, accessories, sales invoice and warranty card (if any) enclosed and where any seal is attached, such seal must not be broken.

    2) Undergarments and inner wear cannot be exchanged or returned for any reason whatsoever.

    3) Perishable items (food or fresh produce) and cosmetic items (body care & skin care, makeup) cannot be returned nor exchanged if they have been partially consumed or used.

    4) Fashion items (including shoes and accessories) and bedding items (including pillows, pillow cases, bedsheets and duvet covers) can be exchanged due to issues relating to color, size and/or manufacturing defect. However, if items returned for exchange are soiled, damaged or shows some form of wear and tear, no exchange or return will be considered.

    5) Subject to product warranty conditions, digital items (such as Smart TVs, tablets, phones, photo printers, digital cameras) cannot be exchanged or returned if the original seal is broken OR if there is no seal and the original packaging is opened.

    6) No Product may be exchanged or returned if it is specified in the warranty card that no exchanges or returns are allowed.

    7) No Product may be exchanged or returned if it is specified on the Site that no exchanges or returns are allowed.

    8) All Products must be cleared of any defects or damage to the reasonable satisfaction of Powerod and/or Business Partners and/or /supplier/manufacturer of Product before any exchange or returns of Products are completed or accepted by Powerod.

  • Notwithstanding anything to the contrary, Powerod shall have the absolute discretion to decide on what Products (including Selected Products under the Self Return Service) that may be exchanged or returned. Customers are advised to call Powerod’s customer service number to speak with the customer service on the full list of items or check the Site for further details.
  • During the Returns Period, requests for exchange or returns to Powerod are allowed for defective Products which are still within any valid warranty period subject to the Product warranty conditions and applicable laws. After the Returns Period, requests for exchange or returns for defective Products must be addressed directly to the supplier or manufacturer (at their service center stated in the warranty card) provided that the warranty period for a Product is still valid. Where the service center of the supplier or manufacturer is not specified, then Powerod may, at its sole discretion, and at the request of the Customer, collect the Product free of charge from the Customer and deliver the Product back to the supplier or manufacturer on behalf of the Customer. For avoidance of doubt, a Customer is not entitled to any exchange or returns after the expiry of the warranty period of the Product.

 

REFUNDS

Notwithstanding the terms of this policy, refunds on returns requested for any Product during the Returns Period shall subject to the following conditions:

  • Customers may cancel an Order prior to confirmed delivery of a Product and request for a refund if payment has been made (other than COD). Cancellation may be done by contacting any customer service. For avoidance of doubt once a Product has been confirmed for delivery and/or delivered and received by a Customer, the Order cannot be cancelled.
  • Requests for refunds and the process of refunds will be subject to the terms on exchange and returns in this policy above and refunds will be processed after the successful clearance of any defects or damage on the returned Product to the reasonable satisfaction of Powerod. Customers may contact Powerod for full details of such refund. Depending on the method of payment, refunds including the time frame of refunds are also subject to the terms imposed by the issuing bank. 

For avoidance of doubt, unless otherwise stated herein, no request for exchange or returns or cancellations or refunds on a Product may be made by Customers after the Returns Period and the decision of Powerod with regards to this shall be final and binding.