At CYBERTRADE SOLUTIONS PTE LTD, a Singapore-based e-commerce company specializing in women’s fashion leather shoes and outerwear, we strive to ensure your satisfaction with every purchase. We understand that sometimes items may not meet your expectations, so we’ve designed a transparent, customer-friendly returns policy to address such cases—applicable to all global orders.
1. Eligibility for Returns & Exchanges
To qualify for a return or exchange, items must meet the following criteria:
- Timeframe: Requests must be submitted within 30 calendar days of the delivery date (confirmed via tracking information). Late requests may be denied at our discretion.
- Condition: Items must be unused, unworn, and in their original condition—with all tags, packaging, and accessories (e.g., shoe dust bags, coat hangers) intact. For leather shoes, soles must be free of scratches, dirt, or wear (we recommend trying shoes on a soft, clean surface to avoid damage). For outerwear, no alterations (e.g., hem adjustments) or stains are allowed.
- Exceptions: Custom-made or personalized items (e.g., monogrammed shoes) are non-returnable unless defective. Clearance or final-sale items (marked “Non-Returnable” on the product page) also cannot be returned or exchanged.
2. How to Initiate a Return or Exchange
Follow these steps to start a return or exchange:
- Submit a Request: Contact our customer service team via [email protected] or the “Returns” section in your account on our website. Include your order number, the name of the item(s) you wish to return/exchange, and a brief reason (e.g., “size too small,” “style mismatch”). For defective items, attach photos/videos showing the issue (e.g., a broken shoe heel, torn coat lining) to speed up processing.
- Receive Approval & Instructions: Our team will review your request within 1-2 business days. If approved, you’ll receive a confirmation email with a Return Merchandise Authorization (RMA) number and detailed shipping instructions (including our Singapore return warehouse address).
- Ship the Item(s): Package the item(s) securely (preferably using the original packaging) and clearly label the package with your RMA number (missing or incorrect RMA numbers may cause delays). You are responsible for arranging and covering return shipping costs—we recommend using a trackable courier (e.g., DHL, FedEx) to avoid lost packages. Note: We are not liable for items damaged or lost during return shipping.
3. Refund & Exchange Processing
- Refunds: Once we receive and inspect your returned item(s) (typically 3-5 business days after delivery to our warehouse) and confirm they meet eligibility criteria, we will process your refund. Refunds will be issued to your original payment method (e.g., credit card, PayPal) and may take 5-7 business days to appear in your account (depending on your financial institution’s processing times). Shipping costs paid on your original order are non-refundable, unless the return is due to our error (e.g., wrong item shipped, defective product).
- Exchanges: If you request an exchange (e.g., for a different size or color), we will ship the replacement item once we confirm the returned item is eligible. Exchange shipping costs to your location will be covered by us only if the exchange is due to our error; otherwise, you may need to pay a small shipping fee (details will be provided in the approval email). If the requested replacement item is out of stock, we will offer a full refund instead.
4. International Considerations
For global customers, please note:
- Customs & Duties: You may be responsible for customs fees, taxes, or duties incurred when shipping items back to Singapore. We recommend checking with your local customs office for details to avoid unexpected charges.
- Delivery Delays: International return shipping may take 7-14 business days (or longer for remote regions), so we advise initiating returns early to meet the 30-day timeframe.
5. Questions & Support
If you have questions about our returns policy or need help with a return/exchange, contact our customer service team at [email protected] or （65） 93362810 (available Monday-Friday, 9:00 AM–6:00 PM ). We aim to resolve all inquiries promptly to ensure a smooth experience.
By placing an order with CYBERTRADE SOLUTIONS PTE LTD, you agree to comply with the terms of this Returns Policy. We reserve the right to update this policy periodically—changes will be posted on our website with a revised effective date.