[Singapore] Carousell Global for Toys, Cards and Games – Returns and Refunds
For Singapore Buyers
This article forms part of, and is subject to, Carousell’s Terms of Service. In particular, please refer to Section 5A of Carousell’s Terms of Service for additional terms applicable to Carousell Global listings and orders.
What is Carousell Global?
Carousell Global is an official store on Carousell under which buyers in Singapore may purchase from Carousell, as seller, selected items sourced from overseas marketplaces, suppliers and partners.
Note: This article applies to items listed under Carousell Global in the Toys & Games category. At launch, this may include selected Pokémon trading cards, and Carousell may expand the programme to other eligible items or categories from time to time.
Look for the Global badge on listings from Carousell Global, our official store. These listings come with Buyer Protection.
Are items in Carousell Global authentic?
Listings in Carousell Global are sourced by Carousell from overseas marketplaces, suppliers and partners. Buyers should review the listing description, photos, and condition details and any stated grading or item specifics carefully before purchasing. Please refer to Section 5A of Carousell’s Terms of Service for important limitations and disclaimers that apply to Carousell Global items.
How long does delivery take?
As Carousell Global items are shipped internationally, delivery may take longer than local listings. Estimated delivery dates will be shown on the listing and/or order details page, and the expected delivery timeframe for these items is generally one to two months.
Any delivery timeframe or estimated delivery date shown is an estimate only and is not guaranteed. Delays may arise due to overseas seller handling time, export or import processing, customs clearance, carrier capacity, parcel processing, regulatory checks, incorrect buyer information, force majeure events, or other matters outside Carousell’s reasonable control.
Delivery is free for Carousell Global items covered by this article. Shipping is handled through international courier partners. In some cases, delivery may take longer than the estimated timeframe, and Carousell may continue to track the order until final delivery is confirmed.
Can I cancel my order?
Orders are not cancellable once they have been processed, payment has been made or the item has been shipped. If you need help with an order, please contact Carousell Support.
If an order cannot be fulfilled after checkout in event the item becomes unavailable and/or is otherwise out of stock, Carousell may cancel the order and refund the buyer.
Eligibility / Dispute Reasons
For Carousell Global items, buyers may raise a dispute for:
item not received; or
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the item is significantly not as described. Examples of cases where the item is significantly not as described include:
the item is of a different variation, such as size, colour, model, version, edition, language, set, rarity, region, grading status, included contents or other materially different attribute;
the item is incomplete or has missing parts, accessories, components, packaging, bundled contents or inclusions compared with what was stated or shown in the listing;
the item is severely damaged; or
the item materially or extensively deviates from the listing description or photos. For the avoidance of doubt, minor, immaterial or subjective differences, including differences arising from display settings, lighting, ordinary manufacturing tolerances, or grading opinions not based on a materially inaccurate listing representation, will not qualify.
Transactions not eligible for returns/ refunds
Returns or refunds are not available for:
change of mind, including where the buyer ordered the wrong item, no longer wants the item, or otherwise makes a buyer-remorse request;
minor cosmetic issues, ordinary wear and tear, or immaterial differences that do not make the item significantly not as described;
issues clearly disclosed in the listing;
subjective grading or condition disagreements that are not based on a materially inaccurate listing representation;
damage, loss, tampering, misuse, or missing items caused after delivery;
claims raised outside the applicable claim window;
fraudulent, abusive, unsupported, or duplicate claims;
claims involving suspected item substitution, tampering, swapping, or other misuse by the buyer;
the buyer provided an invalid, incomplete, inaccurate or incorrect delivery address;
failure to follow Carousell’s evidence, packaging, return or other instructions;
the item could not be delivered, or delivery was unsuccessful, because the buyer refused delivery of the item or the buyer failed to complete any required delivery, customs, clearance, regulatory, identity-verification, contact-confirmation or other delivery-related step required to complete delivery of the order, including if applicable, any duties, taxes, tariffs, charges or related fees; or
any issue attributable to the buyer’s acts or omissions after delivery, including improper storage, handling, use, modification, re-packaging, re-sale or onward transfer;
any complaint based solely on third-party market price movements, collectability, investment value, or subsequent changes in demand; or
any claim relating to authenticity, counterfeit concerns or provenance.
What evidence do I need to provide?
Buyers must submit supporting evidence for any return or refund request. For verification purposes, a clear and complete video recording showing the unopened parcel, shipping label, unboxing process and the item as first received is strictly required. Carousell may reject a claim where the buyer fails to provide requested evidence within the required time.
Carousell may also require photographs or videos of the item, relevant defects or discrepancies, packaging materials, shipping labels, included parts or bundled contents, tracking or order information, and any other information reasonably requested by Carousell. Each case will be reviewed before a final decision is made.
Dispute Window
The dispute window starts when the order is recorded as delivered under our tracked delivery service, and ends when the order is marked as completed by the buyer or autocomplete is triggered by the system after the expiry of the applicable dispute window, whichever occurs first.
For Carousell Global items, the dispute window for you to raise your claim(s) is within 2 days after the delivery date reflected in the relevant tracking or delivery record.
The order will be marked autocomplete after the above dispute window expires.
How can I get a refund?
If you feel that you are entitled to a refund, raise a dispute request in the app. You can find the Return/refund button on your Order Details page. Here’s more information on How to raise a return/refund request. To be eligible for a return, your item must be unused and in the same condition and packaging as you received it. Any tags on the item should be intact and not damaged. Please ensure all free gifts, warranties, tags, manuals, and any other accessories that were delivered to you are included in your return. Carousell reserves the right to reject the return and any request for a return if these requirements are not met.
For Carousell Global items, buyers must submit supporting evidence for any return or refund request. A video recording of the parcel being opened is strictly required.
Refunds will be processed only after the applicable resolution has been approved. Where a full refund with return is required, the refund will be processed after the returned item has been received and verified by Carousell.
What happens if my request is approved?
If your request is approved:
You will receive return instructions.
You must return the item using the method, packaging requirements, destination, and deadline specified by Carousell. Carousell may require the returned item to be sent to a designated verification, authentication, inspection or returns handling facility.
Refunds will be processed after the return has been completed and verified.
How should I pack my return?
You must return the item in the same condition in which it was received, together with all original inclusions, packaging, accessories, bundled items, and any free gifts.
Carousell may require photographs or videos showing:
the item before packing;
the item together with all included contents;
the packaging used; and
the sealed parcel before handover.
You must not use any return method other than the method specified by Carousell. Carousell may reject the return and/or reduce or deny any refund if you fail to comply with the specified return method, packaging requirements, documentation requirements, handover deadline, or destination instructions.
How long does it take for me to receive my refund?
The refund will only be processed once a resolution has been met. If a return is required, refunds will be processed after the return has been completed and verified. This includes verification by Carousell that:
the returned item is the same item originally sent;
the return instructions were followed; and
the item and included contents substantially match what was required to be returned.
The processing timeline for the refund may vary according to the payment method used.
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 your bank account.
For payments made via any BNPL method, please 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.
If you do not receive your refund within the stated timeline, contact our team for assistance.
If Carousell determines that no return is required, Carousell may process the refund once the claim is approved. Refund timing may vary depending on the payment method used.
Are platform fees, BNPL fees and other fees refunded?
If a full refund is given for the Carousell Global item, the buyer will generally receive a refund of the amount paid for such item.
If a partial refund is given, or if another resolution is provided, the refund amount will depend on the resolution determined by Carousell.
Notwithstanding the foregoing, if any payment-method-specific fee or third-party payment fee is charged separately to the buyer, the refundability of that fee will depend on Carousell’s prevailing payment and refund rules applicable to that payment method.
Can Carousell offer another resolution instead of a return?
Yes. Where appropriate, Carousell may offer another resolution, including a replacement, exchange, partial refund, refund without return, or another remedy that Carousell considers suitable in the circumstances.
Additional Terms
Carousell Global orders may involve overseas suppliers, marketplaces, carriers, parcel processing facilities, customs and clearance service providers, authentication providers, return handlers, and other third-party service providers. Carousell may rely on tracking records, delivery scans, return scans, inspection findings, and other records when assessing a claim. Buyers are not entitled to duplicate recovery or multiple refunds for the same issue. Carousell reserves the right to reject claims that are fraudulent, abusive, unsupported, duplicative, out of time, or otherwise not in compliance with Carousell’s policies.
Carousell may rely conclusively on order records, listing records, communications, tracking records, proof of delivery, proof of non-delivery, carrier scans, customs or clearance records, inspection findings, authentication findings (if any), return scans and other records from Carousell or relevant third parties when assessing any claim.
Carousell Global orders may also be subject to additional terms, policies and operational requirements of Carousell’s payment providers, shipping providers, overseas marketplace or supplier partners, international shipping providers, customs or clearance intermediaries and other service providers, as updated from time to time.