Refund Policy

PINGO REFUND POLICY

1.   GENERAL

• Any such capitalized words used in this Return, Replacement and Refund Policy (“Refund Policy”), unless otherwise defined, shall have the same meaning as found in the Policies Terms. This Refund Policy shall form an integral part of the Terms of Service.
• This Refund Policy is issued in both the English and Chinese languages. In the event of any inconsistency between these two versions, the English version shall prevail.

2.   CANCELLATION

• If, at any time, provided always that the Order has not been arranged for shipment by PINGO, the user shall be entitled to cancel or request for refund the Order via the “Refund Application” channel on the Platform. In such scenario, PINGO will refund the payment made towards the Order to the user after receiving the cancellation confirmation. Once the Order has been assigned with a shipment by PINGO, the user shall not have the right to cancel the Order.
• PINGO shall be entitled to cancel the Order if the product and/or services is no longer or not available for purchase irrespective whether the same has been delisted for sale or due to the user’s delay in making payment to PINGO, and such other reasons as may be determined by PINGO at its sole discretion.

3.   RETURN, REPLACEMENT OR REFUND

• After PINGO has assigned a shipment for an Order, all applications for the return, replacement and/or refund of the Order shall be submitted by the user via the customer hotline made available on the Platform or by way of email to PINGO. When PINGO receives an application from the user for return, replacement or refund of the Order, PINGO will review and investigate each of the return, replacement or refund application on case by case basis.

• Subject always to the terms of the Delivery Policy as well as the Policies Terms, the user may submit a return, replacement or refund application, within seven (7) days after the delivery status of the order has been updated to the status of “Shipped”, in the following circumstances:

  • the Order delivered to the user is defective, faulty, incorrect, incomplete and/or damaged;
  • the Order delivered to the user is of unsatisfactory physical condition at the time of delivery. For the avoidance of doubt, the circumstances in which the Order shall be deemed to be unsatisfactory physical condition shall be limited to where the Order is (i) spoiled or broken and/or (ii) physically damaged and that the Order cannot be used for its intended purpose subject always that any determination of the physical condition of Order received by the user shall be determined by PINGO solely based on the evidence of the Proof of Delivery provided by Logistics Provider;
  • the Order delivered to the user is incomplete (i.e., missing any items, accessories or parts or incorrect quantity of items, etc.);
  • the Order does not match the agreed specification (i.e., wrong model, size or colour, etc.) stipulated in the Order;
  • the Order is materially different from the description provided by PINGO in the listing of the products; and/or
  • such other circumstances as may be prescribed by PINGO from time to time, in its sole discretion.
• For the avoidance of doubt, all orders will be construed as accepted and successfully delivered after expiry of seven (7) days from the date the status has been updated to “Shipped”, and no return, replacement or refund application will be allowed after the aforesaid period.
• In the event that the user fails to receive the Order within thirty (30) days from the date of confirmation of the order, due to no fault of the user, the user may through the Platform, notify PINGO of such non-delivery or non-performance of the Order within seven (7) days from the failure of delivery (“Notice”). In this connection, the user is entitled to demand for delivery within fourteen (14) days from the date of submission of the Notice or submit for a refund application for the respective order.
• Upon receiving the Notice, PINGO shall, in its sole discretion, review and assess the failure of delivery based on the Delivery Policy or on a case-by-case basis subject to the supporting documentary evidence provided by the parties. In such circumstances, PINGO shall have the right to arrange for delivery to the user or allow the user’s refund for the respective order in accordance with this Refund Policy.
• PINGO shall have the right to determine in its sole discretion, whether the user will receive a replacement of the Order or refund based on the valid reason and feedback given by the user under the circumstances set out in Clause 3.2 above. In order to expedite the review process, the user is advised to submit any relevant picture and/or video of the product to support their application.
• Further, PINGO may request that the Order to be returned to PINGO’s designated location for further inspection by PINGO (“Inspection”). Upon PINGO’s issuance of a return request, the user shall forthwith return the Order to PINGO. In the event PINGO, directly or through a third party of its option, determines upon the Inspection that the Order is faulty or damaged or of unsatisfactory physical condition (“Damage”), and that the Damage has been attributed by the user, PINGO will not be liable to accept the return or refund of Order. In this connection, PINGO shall carry out the Inspection and respond to the user within fifteen (15) days upon PINGO’s receipt of the returned Order from the user.
• All Orders must be returned in all of its original packaging, and in like-new condition. The user shall ensure that the Order including any complimentary product(s) such as accessories that come with the Order, be returned to PINGO in the same condition received by the user on delivery. The user may reject the Order if there is any Damage to the Order and/or the Order’s packaging which is attributed by the user.
• For the avoidance of doubt, in any event PINGO establishes that the Damage of the Order is not attributed by the user, PINGO will bear all costs incidental to the return, replacement or refund, including the shipping fee of the return of the applicable Order (“Return Costs”). If PINGO establishes that the Damage is attributed by the user, any Return Costs shall be borne by the user.
• In circumstances where the user has submitted a refund application pursuant to Clause 3.4 above and has received a refund, where the Order has been delivered to the user at a later date, the user shall immediately notify PINGO of the receipt of the Order. The title of such Order shall remain with PINGO and the user shall hold and keep the Order on trust for PINGO.
• In connection hereto, PINGO shall have the rights at any time to demand the user to deliver back the Order to PINGO at the cost of PINGO, and the user agrees to cooperate and comply with the collection arrangement determined by PINGO. In the event of any refusal or non-compliance of the user, PINGO shall have the right to claim for the full amount of the Order in question, in addition to all other losses and damages incurred.

4.   REFUNDS

• The user will be refunded, subject always to PINGO’s review and approval of the user’s refund application and under the following circumstances: -

  • after PINGO has received the returned Order in good condition and has agreed to accept such refund (“Confirmation of Refund”) unless PINGO confirms with the user to destroy the products and no return shall be required; or
  • where PINGO fails to deliver the Order by the expected delivery date due to no fault of the user.
• The refund will be credited to the user’s Wallet, Earning Points, credit/debit card or designated bank account that the user used for the payment of Order, whichever is applicable.
• Subject to Clause 4.1 above and the Pingo Points Policy, if an Order involves the redemption of Pingo Points as may be rewarded by PINGO, in the cases of refund, such Pingo Points (as the case may be) redeemed by the user will be refunded into the user’s Wallet or Earning Points as well.
• For the avoidance of doubt, in the case of a partial return or refund, the amount of Pingo Points returned to the user will be prorated based on the price of the entire Order as may be determined by PINGO, in its sole discretion.
• For the avoidance of doubt, any monies to be refunded pursuant to a successful application shall be subject to a deduction of administrative charges as may be imposed by PINGO, from time to time, in its sole and absolute discretion or such other charges as may be imposed by any third party.
• For the avoidance of doubt, save and except for any clerical and/or manifest error, PINGO’s calculation of the refund shall be final and binding on the user and shall not in any way be disputed by the user.

5.   LIABILITY

• In no event shall PINGO be responsible for any risk or be liable for any claim, liability, demand, expenses, loss, costs or damage incurred by the user as a result of, or in connection with the cancellation, return, replacement and/or refund of the Order. Notwithstanding any other provision of this Refund Policy and the Policies Terms, in the event where PINGO is responsible for the loss or damage, the total liability of PINGO to the user or to any other third party shall be only limited to the transaction value of such Order.

6.   VARIATION

• 6.1PINGO reserves the rights at any time, at its sole discretion, to change, amend or otherwise modify any part of this Refund Policy by posting the revised Refund Policy on the Platform, and such amendments are effective as of the date of posting. The continued usage of the Platform after the revised Refund Policy is posted constitutes the agreement to, and acceptance of, the revised Refund Policy.