Certified sellers guide to return and refund

What are the accepted reasons for refund?

Buyers are entitled to a refund within the dispute window if they raise a return/refund request for the following reasons:

• They do not receive the item
• The item is significantly not as described 
  Examples of cases where the item is significantly not as described
  • • The item is of a different variation, such as size, colour, model or version
    • The item is incomplete or has missing parts
    • The item is damaged or has one or more undisclosed defect(s)
    • The item received deviates extensively from the listing photo
    • The actual condition of the item differs greatly from the declared listing condition
    • For Certified Electronics, the battery health of the mobile phone or tablet is lower than what is indicated on the listing
• The mobile phone/tablet could not be switched on or is damaged (For Certified Electronics)
  
• The product is found to be inauthentic from the brand owner (For Certified Luxury)

You may follow this step-by-step guide on what to do when a return/request is raised. 

What is the dispute window?

The dispute window starts when the seller confirms the order and ends when the order is marked as completed by the buyer or autocomplete triggered by the system after the expiration of the dispute window, whichever occurs first. 

• For Tracked Mail: 7 days after delivery date
• For Untracked Mail (i.e tracking does not appear on app): 11 days after the expected delivery date
• For Meet-Ups: 13 days after the confirmed meet-up date (Seller would need to tap on 'Confirm Meet-up' on their end)

For cart orders with both BP and Certified listings, the order completion timeline will follow the Certified item dispute window. 

How long does it take for the refund to be processed once a resolution has been ruled?

For payments made via PayNow, refunds will be made within 24 hours.

For payments made via DBS PayLah!, refunds will be made within 2 hours.

For payments made via debit/credit cards, refunds may take 5-10 working days to reach buyer's bank account. 

For payments made via any BNPL method, the refund would be processed immediately on the buyer's payment app. You may advice buyer to log in to your BNPL payment app to check the status of the refund.

Note: Working days are from Monday to Friday, excluding weekends and public holidays.

How can the buyer proceed with returns? 

We strongly encourage you to request for a return via meet-up for high value items.

However, buyer may still proceed with returns via delivery where the cost of return pick-up will be borne by Carousell. 

1. You may advice the buyer to reach out to Contact Support
2. In the chat bot, type 'Return and refund Certified order' 
3. This will create a ticket
4. Wait for customer support to arrange for the returns pick-up
5. Customer support will email your buyer the returns pick-up shipping label
6. Advice your buyer to follow the step-by-step on how to proceed with a full refund and return by selecting 'Arrange delivery myself' 

Will the seller fees still be deducted when a refund is issued?

The seller fees will not be deducted if the whole cart order is refunded to the buyer. 

The seller fees will be deducted and pro-rated if there is an item refund for a cart order. 

The seller fees will be deducted in full if a partial refund outcome is agreed for a single item in a cart order. 

(For Certified Electronics) Is the warranty still valid if a partial refund is issued?

The warranty will still be valid if a partial item refund on the mobile phone/tablet is issued however the warranty will be cap at the item price after the partial refund and will exclude any warranty coverage pertaining to battery, software defects and/or issues discovered during the first month of warranty. The duration of warranty will remain the same.