Refund & Return 2
Thank you for choosing Paceline. We aim to ensure your complete satisfaction with your purchases. However, if you need to return an item, please review our policy below:
Return Window:
- You have 14 days from the date of purchase to initiate a return request.
- European Union (EU) customers have within 14 days of receiving the order to initiate a return request.
Return shipping fees and any related costs are the responsibility of the customer and will not be covered by us, unless otherwise stated.
Return Process:
1. Please use this link to submit your request with your order number and reason for return.
2. You will receive an email confirmation from us, and we may request supporting documents/photos for assessment.
3. Provide a copy of your order receipt with the returned item
4. Post your package back to us after our assessment.
5. Once we receive your return, and everything is in order, your refund will be processed within 10 working days.
Other Information:
- Use the shipping method of your choice for returns. Paceline is not liable for any damage or loss of returned packages.
- We recommend insuring any package you return through the carrier and keeping your tracking number until the refund is processed.
- Credit card refunds will be issued to the original card used for purchase, while PayPal refunds will be credited to the respective account.
Paceline Return & Refund Policy
1. Returns
1.1 This Return & Refund Policy (“Policy”) applies to all purchases made through Paceline Singapore (“Paceline”).
1.2 Customers can return selected items purchased from the Paceline platform, and the requests can be submitted through the platform. This policy helps customers and sellers understand the conditions for such returns and how Paceline processes the return requests.
1.3 Paceline reserve the right to amend, vary or modify these terms at any time, without giving prior notice to the customers and the sellers.
2. Returns Eligibility Period
2.1 Unless otherwise stated, Paceline provides our customers with a 14 days return period for selected items from the date of purchase. Eligible items must be returned with accordance with our return requirements before a refund can be processed.
2.2 In accordance with EU consumer protection law, customers within the European Union (EU) who purchase goods or services online have the right to cancel their purchase within 14 days of receiving the goods, without giving a reason. Eligible items must be returned with accordance with our return requirements before a refund can be processed.
3. Eligible Reasons for Returns
3.1 Customers can initiate a request to return their purchases with the following return reasons:
- Expired Items
- Item is defective or not working as intended
- Item size is not as advertised
- Item physically damaged upon opening parcel
- Missing items in the parcel delivered
- Missing accessories
- Wrong items delivered
4. Conditions for Returns
4.1 Items and packages returned to Paceline must be in a condition that is acceptable in order to be eligible for a return and refund. Unless otherwise stated or provided in writing, customers must ensure that:
a. All items are returned in original condition. This means that all original labels, tags, security seals, serial numbers, must be intact and not tampered with;
b. Items are returned in original packaging. Product packaging, including but not limited to, protective shields, protective plastic, protective covers, product boxes, dust bag, accessories and peripherals to secure products for shipping must be included in the return package;
c. Items are unworn, unwashed, unaltered and unused, where applicable;
d. Items, if received as a set, must be returned as a complete set (i.e. no incomplete returns). All free gifts, accessories, documentation and peripherals provided within the product package (e.g. product accessories, warranty cards, certificates of authenticity, etc), or provided together with the product as an independent singular item (e.g. free gifts), must be not missing; and/or
e. Items, accessories and peripherals are in good and/or working condition, do not contain missing parts, and are not damaged, altered or found to be in unsellable condition while under the buyer’s care (e.g. due to customer negligence, misuse or tampering).
5. Return Shipping Fee and Lost During Delivery
Unless otherwise stated, all return shipping fees and any related costs are the responsibility of the customer. Paceline is not liable for any items that are lost, damaged or delayed during return transit by the shipping or delivery provider.
6. Incorrect or Incomplete Returns
6.1 It is customers’ responsibility to ensure that the correct item is packed and returned, and where applicable, ensure complete set of gifts, accessories or peripherals. Customers may not receive the new item in the event if Paceline receives incorrect or incomplete returns.
6.2 Incomplete returns – Paceline may require the customers to bear the cost of the return of customer’s incomplete parcel and the customer will not be reimbursed for any costs. The customer may not claim against Paceline for any costs incurred, whether directly or indirectly.
6.3 Incorrect Returns – Any items or any foreign object (collectively “Foreign Objects”) incorrectly returned and sent to Paceline may not be returned:
a. Paceline does not store such Foreign Objects and any Objects may be disposed or handled appropriately at the sole discretion of Paceline without notice.
b. The customer may not receive compensation of any kind from Paceline
c. The customer may not claim against Paceline arising from Foreign Objects incorrectly included in customer’s returned parcel.
7 Refunds
7.1 Customers’ eligibility for a refund and when the refund is processed and received depends on several factors, including but not limited to, Paceline’s return policy, conditions of returns, refunds processing by Paceline, and customers’ payment methods. In principle, Paceline will start processing the refunds after Paceline or the sellers have received the returned items and performed the quality checks.
7.2 Refunds are usually made through the payment method used at the point of purchase. In some circumstances, an alternative refund method may be used by Paceline (e.g. PayNow, Bank transfer, Paypal)
7.3 Definitions of Refund Processing & Receiving Refund
Refund Processing refers to the process for Paceline to review customers’ return and refund requests made through Customer Service.
When Refund Processing concludes, there will be an additional lead time for the refunds to be reflected on the customers’ refund method account balance. The lead time will depend on the refund method provider’s (e.g. financial institutions) refund processing policy.
8. Receiving Refunds
8.1 Processed refunds will take time to be reflected on the customers’ account balance and this is dependable on providers of the refund method.
8.2 Refund Amount. The amount refunded to your account shall be calculated based on the actual amount paid during checkout. Unless otherwise stated, Shipping fee is not refunded.
8.3 Vouchers, Discounts, and Promotions. The sum of value of vouchers, discounts, and any promotions will not be refunded in cash or in kind, and may not be reinstated to your account.
9. Replacement/Exchanges
For exchange or return of items purchased, please use this link to submit your request.
Contact Us:
Thank you for your understanding and cooperation.
Warm regards,
Paceline Team
