Return Policy Page
ezbuy will not return overseas parcels to the country of original purchase.
We will do our best to ensure that the items you receive are intact and we hope to do our best to resolve all issues for you. If the following situations occur, you can contact our customer service:
Product error: If the items you received have problems with quantity, color, size or style, please provide the order number, photos of the problematic items, and a brief description of the problem, and contact the platform online customer service or email us within 14 days of receiving the package.
Product damage: If the items you received are obviously damaged, please provide the order number, photos of the problematic items, and a brief description of the problem, and contact the platform online customer service or email us within 14 days of receiving the package. The amount of compensation for partially damaged items depends on the degree of damage to the item.
Missing items: Each package will be marked with a package number or order number. If you receive a package and find that there is a missing order or accessory, please provide the following information and email hk.ezbuymall@gmail.com. We will try to respond within 3 to 5 working days. Please provide information such as: user name & order number and package number in the email. See example.
If you have any after-sales questions, please provide the following information and send an email to hk.ezbuymall@gmail.com as soon as possible. After receiving your email, we will check with the internal team and the seller and reply you within 3-5 days. If there is no feedback within 14 days after receiving the package, we will regard the product as intact and without any problems. Our company ezbuy reserves the right to refuse requests that exceed the after-sales feedback time. In addition, if the email/work order does not receive your response for more than 30 days, our after-sales colleagues will close this email/work order.
The maximum compensation for product errors and missing is the full insured amount of the product. The compensation amount for partially damaged products depends on the degree of damage to the product, and the maximum is the full insured amount of the product. Before contacting us, you can also check our insurance-related content to better describe the problem of the product. We will provide a return code for returned products that have been reviewed by email consultation. Returns without permission from email/consultation will not be processed, and we are not responsible for unauthorized handling of the package without the consent of customer service. The return code is valid for 2 weeks.
We are committed to providing fast and reliable quality freight services. When shipping from one country to another, goods often pass through many facilities and customs around the world. To ensure that your package arrives on time and in the best condition, we would like to share some advice on your forwarding orders.
Customers should submit orders in their ezbuy account after the merchant or seller provides a tracking number, which will help us better identify your package. In addition, we reserve the right to reject damaged and deformed packages, packages with incomplete airway bill information, or packages that exceed our shipping limits.
Inspection: We reserve the right to open/reject and conduct random inspections when we find suspicious or potential false declarations. Please note that declaration terms apply.
Declared value: Once your package arrives at our overseas warehouse, you will be required to enter/check the product price (in Singapore dollars). If there is any discrepancy in the declared value, customs has the right to detain the goods for further inspection or request supporting documents. We are not responsible for any claims, damages, losses and expenses caused by your under-declared value or violation of any laws and regulations.
Prohibited items/sensitive items: All merchant packages may be inspected or scanned for prohibited items. If the goods are found to contain prohibited items, we cannot ship them. You may need to negotiate with the seller to return the goods or have them shipped to another address. Please note that a handling fee will be charged during this process. It is the customer's responsibility to ensure that the package does not contain any prohibited items. We are not responsible for any losses or legal consequences caused by the handling of such packages by customs.
If the policy is violated, you need to take action
You may need to negotiate with the seller to return the goods or have them shipped to another address. Please note that a handling fee will be charged during this process. It is the customer's responsibility to ensure that the package does not contain any prohibited items. We are not responsible or liable for any losses or legal consequences caused by the handling of such packages by customs. Items such as batteries, liquids or food are classified as sensitive items and are not suitable for certain modes of transportation. It is the customer's responsibility to ensure that their sensitive packages are shipped through appropriate channels. We are not responsible or liable for any losses caused by customs handling of such packages or shipping delays of packages containing such items.
Please refer to the list of prohibited and sensitive items.
Damaged items: Damaged items are usually caused by improper packaging provided by the seller. It is the customer's responsibility to ensure that the packaging of the merchant's package is suitable for international transportation. If you find the outer packaging of your ezbuy ezShip parcel is damaged upon delivery or collection, customers are required to take photos or videos of the damaged area and contact our customer service team immediately.
Lost Parcel:
Some uncertainties are beyond our control but may cause parcels to be lost, such as the seller inputting the wrong unique code/sending parcels to different people with one tracking number, parcels sent to the wrong address but updated as received. Since we do not receive the order for the parcel from the merchant (eg: Taobao, Tmall), we are not responsible for any parcel loss caused by incorrect/unclear information provided by the merchant or logistics company.
Lost parcel after it arrives at our overseas warehouse and before it is updated as "arrived". For parcels that have arrived at our international warehouse and the airway bill contains our proof of receipt, our compensation for lost parcels will be based on the invoice value, up to SGD 100.
Lost parcel during/after international shipping until delivery is completed, after it is updated as arrived: The possibility is very small. However, unforeseen circumstances may occur and cause the parcel to be lost.
Please send us an inquiry or email us at hk.ezbuymall@gmail.com for any claims. We will respond to you within 3-5 business days after verifying with our team and the seller. If there is no claim report within 7 days from the date of receipt, we will consider the item to be in good condition. We may deny any request to report thereafter. If the ticket/email communication is inactive for more than 30 days, our team may close the request accordingly.
Claims/Insurance Coverage: In case of any claims, please send us an inquiry or email to hk.ezbuymall@gmail.com. We will respond to you within 3-5 business days after verifying with our team and the seller. If there is no claim report within 7 days from the date of receipt, we will consider the item to be in good condition. We may deny any request to report thereafter. If the ticket/email communication is inactive for more than 30 days, our team may close the request accordingly.
Insurance coverage for ezbuy ezShip packages: Insurance coverage is for "package damage and loss during/after international shipping until delivery or collection is completed.
Packages signed for and accepted will be deemed intact and ezbuy will not be responsible for all losses and damages incurred therefrom.
Please refer to our insurance policy for more information.
VAS (US ezShip only) Orders): Repackaging does not enhance the protection of the package, it only reduces the overall packaging, allowing you to save on international shipping costs. Please evaluate whether your package is suitable for any repackaging service and set the "Default Repackaging Option" when submitting your order. We can help you with your request, or discard the merchant's delivery packaging to retain the original packaging of the product.
If you wish to retain the merchant's delivery packaging, please do not select the repackaging option. For fragile items, collectibles, gifts or resale items, it is recommended that you do not select the repackaging option. If you still select the repackaging option despite the risks, we will not be responsible for any losses.
If there is no repackaging option, please note that repackaging is not automatically enabled by default. Please note that if such a request is made after the order arrives, additional handling fees will be incurred.
By using our services, you agree to these terms and conditions. Please read it carefully and contact us if you have any questions.
ezbuymall is an international shopping platform founded in Singapore in 2010. As of today, ezbuymall has more than 20 million users from all over the world, and the number of users continues to grow.
The Hong Kong site will be established in 2023 with a new operating model to connect with a stable and high-quality product supply chain. The platform will provide one-stop services such as product, procurement and international transportation to bring users high-quality products and shopping experience. We are committed to providing excellent service while focusing more on local needs to develop new services that are better suited to our customers and take our market to the world.
Contact Info
- Address: 51 Tai Seng Avenue #05-02 (Hall C) Singapore（Head office）
- Phone: +65-33358888
- Email: hk.ezbuymall@gmail.com
