1. Refund request
enche will either approve or reject a refund request based on a valid return reason and additional feedback given by customer when initiating a return request. As part of this process, buyer or merchants may initiate a chat for discussion on the refund request prior to the merchant’s approval/rejection.
The refund request shall be raised within 48 hours of order delivery date. Shall buyer initiate the dispute after 48 hours, enche would not entertain the request for refund. The goods’ refund policy is stated at the product description section of the ordered goods or product page.
2. Non-refundable goods
Some goods at our platform are non-refundable due to the nature of the goods. This applies for perishable goods.
The services or product description section on our product page will state the label ‘This goods is non-refundable’ for products that are not entitled for refund upon successful purchase.
3. How the refund process works after order returned?
Upon thorough appraisal on the refund request by our Customer Service Executives are completed, there shall be two outcomes as follows:
- Refund request accepted: A ‘Refund issued’ status will be reflected on your ‘My Orders’ page in your account and you will also receive an email notification as ‘Refund Completed’ on your registered email.
The table below shows the bank processing time applicable before your refund is reflected to your account according to the payment methods required for a refund to your account.
|Payment Method (upon buyer’s purchase)||Refund Method||enche Processing Time||Bank Processing Time Frame|
|Credit Card/Debit Card||Credit Card/Debit Card||3 to 5 working days||7 to 14 working days|
|Online Banking||Will be credited into bank account||3 to 5 working days||7 to 14 working days|
|Offline (over the counter)||Will be credited into bank account||3 to 5 working days||7 to 14 working days|
|e wallet||Will be credited into bank account||3 to 5 working days||7 to 14 working days|
- Refund request Rejected: A ‘Return Rejected’ status will be reflected on your ‘My Orders’ page in your account and buyer will also receive an email notification as ‘Refund Rejected’ on buyer registered email.