Return/Refund/Exchange Policy

You may request a return or refund only for pre-owned luxury items, under the following conditions.

Conditions

• For return requests, please contact Customer Service via Line: @sasom
• Return requests must be submitted within 3 days from the date the package is delivered to you
• All accessories must be included as originally received
• The SASOM Tag must not be removed from the item
• The Authentication Tag must match the item delivered
• The item must show no signs of use and no additional damage beyond its condition at the time of delivery
• Photo or video evidence is required for every return/ refund request
• Return/ refund approval will only be granted after the item has been received at SASOM and inspected by our team
• The cost of shipping the item back to SASOM is the buyer's responsibility

Eligible Reasons for Return/ Refund

1. Package for this order was not received
2. Item received with missing accessories
3. Wrong item received, or item does not match what was ordered
4. Item is not in good condition or is damaged, including:
   • Additional damage beyond what was stated at the time of purchase
   • Visible scratches or dents on the item
   • Outer packaging damaged during shipping
   • Item does not function properly
   • Actual item details (e.g. color, size, material) do not match what was stated on the listing page
   • Other damage not listed above

Refund Details
You will receive your refund through the same payment method used at checkout. Processing time varies depending on the payment method, as follows:

• Mobile Banking, Bank Transfer: Refunded to the receiving bank account within 1-2 business days
• Credit Card:
  • Refunds are issued back to the credit card used for payment; funds typically appear on the statement within 7-14 days, or within 1 billing cycle
  • For installment payments, the transaction will be voided; funds typically appear within 14 days, or within 1 billing cycle
• Debit Card: Refunded to the card within 45-60 business days
• Alipay Barcode (Offline in-store and Online): Refunded to the card within 24 hours
• Rabbit Line Pay:
  • Paid via linked credit card: Refunded to the card within 7-15 business days
  • Paid via linked debit card: Refunded to the card within 45-60 days
• TrueMoney Wallet: Refunded to the card within 7-15 business days
• WeChat Pay: Subject to WeChat Pay's own policy
• SPayLater: Refund timeline is subject to ShopeePay's own policy; funds are received within 5-7 days
• SASOM Wallet: Refunded to your SASOM Wallet instantly. Orders paid with your Wallet, or with a redeemed SASOM Gift Card balance, are refunded to your Wallet only, not as cash.

Notes:

• Business days exclude Saturdays, Sundays, and public holidays
• Please ensure your payout account details are correct to avoid delays in processing your refund
• You can set up or update your payout account details under Account Settings > Payout Method