Return Policy Page
1. Application for Returns/Refunds
1.1 Subject to the terms and conditions in this Refunds and Return Policy and the Terms of Service, Buyer may apply for return of the purchased items (“Item”) and/or refund prior to the expiry of the Ysg Guarantee Period as stated in the Terms of Service.
1.2 Ysg Guarantee is a service provided by Ysg, on User’s request, to assist Users in dealing with certain conflicts which may arise during the course of a transaction. Users may communicate with each other privately to resolve their differences or approach their relevant local authorities to assist them in overcoming any dispute prior, during or after using Ysg Guarantee.
2. Application for the Return of an Item
2.1 Buyer may only apply for the refund and/or return of the Item in the following circumstances:
The Item has not been received by Buyer;
The Item was defective and/or damaged on delivery;
The Item received is incomplete (missing quantity or accessories);
Seller has delivered an Item that does not match the agreed specification (e.g. wrong size, colour, etc.) to Buyer;
The Item delivered to Buyer is materially different from the description provided by Seller in the listing of the Item;
The Item received is a counterfeit item**;
The Item received has physical damage (e.g. dented, scratched, shattered);
The Item received is faulty (e.g. malfunction, does not work as intended);
By way of private agreement with Seller and Seller must send his/her confirmation to Ysg confirming such agreement; or
Change of mind*
*Change of Mind return policy is only applicable to certain categories and restricted to certain Sellers only.
**Counterfeit item return policy is applicable to Ysg Mall sellers only.
2.2 Buyer’s application must be submitted via the Ysg mobile app.
2.3 Ysg will review each Buyer’s application on a case-by-case basis and, in its sole discretion, determine whether Buyer’s application is successful.
2.4 Please note that, if required by Ysg, Buyer must ship the Item to a location designated by Ysg within ten (10) calendar days after the return request is raised.
2.5 The approval of your request for refund and return will be made by Ysg in its sole discretion. Buyer acknowledges and agrees that Ysg’s decision is final, conclusive and binding, and covenants and agrees that it will not bring suit or otherwise assert any claim against Ysg or its affiliates in relation to such decision.
2.6 In the event where Buyer has commenced legal action against Seller, Buyer may provide the formal notification from the appropriate authority to Ysg to request Ysg to continue to hold the purchase monies until a formal determination is available. Ysg will, at its sole and absolute discretion, determine whether it is necessary to continue to hold such purchase monies.
3. Rights of Preferred Seller
3.1 If you are a Preferred Seller, you should have received a separate written notification from Ysg informing you of your selection to participate in the Ysg Preferred Seller Program. If you decide not to participate in the Ysg Preferred Seller Program at any time, please inform Ysg in writing; otherwise, you will be deemed to have elected to continue your participation in the Ysg Preferred Seller Program and consented to the terms and conditions set out in this Refunds and Return Policy. Ysg may, at any time and at its sole discretion, suspend or remove any Preferred Seller from the Ysg Preferred Seller Program.
3.2 Ysg’s determination to approve a refund or return of an Item pursuant to Section 2 above is binding on the relevant Preferred Seller. Preferred Sellers agree to comply and do all such things as necessary to give effect to a Buyer’s request for a refund or return approved by Ysg.
3.3 For any refund or return request approved by Ysg, Ysg will notify the Preferred Seller by email (“Email Notification”) and organize the delivery of the relevant returned Item to the address provided by the relevant Preferred Seller to Ysg in writing for the completion of the refund and return process, so long as such address is in the country in which the relevant Item was listed for sale on the Site (a “Local Address”). If Preferred Seller fails to provide a Local Address for return of the returned Item or otherwise fails to accept delivery of the returned Item within a reasonable period of time (as determined by zalora), Ysg reserves the right to dispose of such Item in any manner it sees fit and Preferred Seller shall be deemed to have forfeited all rights to such Item. Preferred Seller must notify Ysg within seven (7) days of receiving the Email Notification (“Notification Period”) if Preferred Seller does not receive the returned Item. Failure to notify Ysg within the Notification Period shall be conclusive evidence of, and result in the Preferred Seller having accepted that, the delivery of the Iteoccurs, and the Preferred Seller agrees not to raise any claims or disputes with respect to such products.
3.4 Notwithstanding the foregoing, YSG may, at its sole discretion, not return products approved for refund or return to the Preferred Seller, and the Preferred Seller will be deemed to have waived all rights with respect to such products.
3.5 For products for which YSG has received the relevant products but refuses a refund or return, YSG will arrange for the products to be delivered to the relevant buyer's address in accordance with Section 2 above.
3.6 If YSG approves any refund or return request, the Preferred Seller may appeal the decision by contacting YSG and providing evidence supporting such appeal. If YSG upholds the Preferred Seller's appeal, it will pay the Preferred Seller all or part of the purchase price. The Preferred Seller acknowledges and agrees that YSG's decision is final and binding, and undertakes not to initiate litigation or otherwise assert any claim against YSG or its affiliates with respect to such decision.
4. Regular Seller Rights
4.1 For the purposes of this Refund and Return Policy, Regular Sellers are those who are not Marketplace Sellers or Preferred Sellers.
4.2 When Zalora receives a return and/or refund request from a buyer, Zalora will notify the seller in writing. The seller may respond to the buyer's request by following the steps provided by Zalora in the written notification. The seller must respond within the period specified in the written notification (the "Specified Period"). If Zalora does not receive a response from the seller within the specified period, Zalora will assume that the seller has not responded to the buyer's request and will continue to evaluate the buyer's request without further notice to the seller. Zalora will review each seller's response on a case-by-case basis and, in its sole discretion, determine whether the buyer's request is successful based on the circumstances described by the seller.
5. Return Conditions
5.1 For a hassle-free return experience, buyers should ensure that the product (including any gifts included with the product, such as accessories) is returned to the seller in the same condition as when the buyer received it. We recommend that buyers take photos of the product upon receipt.
6. Return Shipping Responsibility
(a) If the seller makes an unforeseen error (e.g., the buyer receives damaged, defective, or incorrect merchandise), the seller will cover the buyer's return shipping costs.
(b) If the buyer changes their mind, the buyer must obtain the seller's consent before requesting a return and will be responsible for the return shipping costs.
(c) If there is a dispute between the buyer and the seller regarding who should pay the return shipping costs, YSG will, at its sole discretion, determine who should pay the return shipping costs.
7. Refunds
7.1 A refund will only be issued to the buyer after YSG receives confirmation from the seller that the returned merchandise has been received. If YSG does not receive a response from the seller within the specified timeframe, YSG reserves the right to refund the corresponding amount to the buyer without further notice to the seller. Refunds will be made to the buyer's credit/debit card or designated bank account (whichever is applicable).
8. Buyer-Seller Communication
8.1 YSG encourages users to communicate with each other if they encounter any issues during a transaction. Because Ysg is a platform for users to conduct transactions, buyers should contact sellers directly with any questions regarding purchased items.
Last updated: October 2, 2025
