As with transactions on any eCommerce websites, there will always be a small element of risk. In order to minimize that, every item that arrives the China logistics will be inspected**, and it is estimated that around 90% of all visibly defective items can discover during inspection. After you have received your parcel, you may request for refund if goods received is damaged, or goods deviate from your order.
Quantity of items will be checked to see if they match the quantity ordered.
(E.g. If you ordered 10 packs of hairpins with 100 pieces in each pack. We will only check and ensure that 10 packages are received and delivered.)
Items will be compared with the photograph of the item on the third party seller’s website. Do note that we might not be able to discover or non-apparent defects.
General colour of the product will be checked.
(Any small portion of color or design differences is not included in our check. Hot pink and Rose pink are all consider as pink. The colour of a product may vary from the colour as seen on your screen as colours represented on each screen may also vary depending on setting.)
Size will be checked according to the label on the item. We cannot be held responsible if the seller tag the wrong size to the item.
Obvious defects which can be detected visually such as tears, holes, scratches, stains, dents etc will be checked for.
* For purchases with unit price below RMB 50.00, only the quantity of your purchases will be checked.
* For bulk purchases, random spot checks will be conducted. (Eg. A single order with quantity above 100 pieces; inspection will be conducted randomly on the color, design & etc. instead of piece by piece,and we can only ensure about 95% accuracy in quantity.)
* For items that come in wooden crates or original packaging, inspection will not be conducted.
* For items packaging/boxes, inspection will not be conducted.
* Authenticity of product cannot be verified, please see note ** below.
Inspection does not include:
Expiry date of goods will not be inspected, unless it is stated in the "remark" section when the order is placed. However, we suggest you to take into consideration the shipping duration of international shipping, before you place order for item with expiry date. (Eg. Item has reached SGshop China warehouse before expiry date, however if you choose sea shipping which may take 19-32 working days to your doorstep, by the time you receive the item, expiry date may have already passed.)
Quality/functionality tests will not be conducted during the inspection. SGshop will not be held responsible for any quality or functionality related issues.
Upon receiving of item, if quality/functionality issue is discovered, you can report to us, and we will try to assist by contacting the seller for repair/exchange,but shipping cost will be borne by you.
If item has already been used, and quality/functionality issue is discovered, you can still report to SGshop as long as item is still within warranty period, and original purchase receipts and quality assurance cards are still present.
SGshop cannot promise that the sellers will fully satisfy your requirements; however, we will try our best to help you contact with the sellers.
Please take note that merchants may reject replacing goods that are:
a) Modified or DIY products which requires self assembling (eg: furniture, components) ;
b) Items that are no longer valuable once opened i.e. software packages;
c) Items with absent original purchasing proof; and/or
d) Free gifts (quantity and quality)
e) Items that show wear and tear from use.
Procedure to request for refund:
If good received are damaged, or goods deviate from your order (except in relation to goods that you feel are counterfeit - please see note ** below), please follow the 3 steps below:
1. Take a photograph
Please take a photograph of the item and packaging (including barcode)
2. Submit an Enquiry
Submit photo by email to firstname.lastname@example.org, complete with information such as parcel number, ID, and description, within three (3) working days upon collection of parcel. All after-sales enquiry must be submit within 3 working days to proceed for investigation.
3. Await response
Please allow 3 business days for SGshop to address the issue and provide further assistance.
Possible compensation up to RM 100 per parcel. Please note that after-sales enquiry which submit after 3 working days upon receiving of parcel will not be processed by SGshop.
*Customers who confirm that they have received their goods are confirming that their goods arrived in good condition. Disputes will not be entertained after confirmation of order.
* Customers who confirm that they have received their goods are confirming that their goods arrived in good condition.
Disputes will not be entertained after confirmation of order.
* Fragile Item is not included in the coverage of compensation, even if you have bought SG-Care for Fragile Item, SGshop does not hold responsibility to damage incurred during delivery process.
Please note that our inspection services does not include verifying the authenticity of a product. Accordingly, neither the logistics centre in China nor we at the SGshop are able to check on or verify the authenticity of any products that you order. You agree to fully check all information and photographs made available by the seller that you have selected, and to communicate with such seller for additional information as you may require in order to satisfy yourself on the authenticity of the products that you with the price of similar products sold in retail shop in Malaysia, and if the prices of the online seller are very much lower than the retail shops in Malaysia, the products may not be authentic. Do not buy if you have any doubts on the authenticity of any products from any online seller. We will not be responsible for any counterfeit products, and you agree that you will bear full liability as the principal of the indemnified parties, fully defend, hold harmless and indemnify SGshop, the logistics centre in China, all directors, shareholders, employees, officers and agents of SGshop ("indemnified parties") in the event that any of the indemnified parties face a third party claim or suffer damages or incur expenses as a result of the counterfeit products ordered by you and brought into Malaysia on your behalf by SGshop as your agent acting on your instructions, including but not limited to settlement fees, court action fees, statutory penalties, and legal fees on a solicitor-client basis.