Refund and Returns Policy

 

Effective Date: 1 Oct 2025

Last Updated: 1 Oct 2025

Thank you for shopping on SoundTribeAsia (“we”, “our”, “us”). We are an online marketplace that connects buyers and independent sellers of new and pre-owned Hi-Fi and audio equipment (“Vendors”). Each Vendor manages its own listings, sales, returns, and refunds. This Return & Refund Policy explains how returns and refunds are handled on our platform and what buyers and sellers can expect.

  1. Role of the Marketplace

SoundTribeAsia provides the technology and payment infrastructure that enables secure transactions between buyers and Vendors. We do not own or directly sell the items listed on our Platform. Each Vendor is solely responsible for the quality, description, delivery, and after-sales service of its products.

  1. Vendor-Specific Return & Refund Policies

Because each Vendor operates independently, their individual Return & Refund Policies may vary. Before purchasing, please review the Vendor’s policy (available on their store page or product listing).

By completing a purchase, you agree to the Vendor’s specific return and refund terms in addition to this general marketplace policy.

  1. Eligibility for Return or Refund

A return or refund request may be eligible under one or more of the following circumstances:

  • The item received is defective, damaged, or not as described in the listing.
  • The wrong item was shipped.
  • The item was lost in transit (confirmed by shipping provider).
  • The Vendor offers a satisfaction or inspection period as part of their individual policy.

Items may not be eligible for return or refund if:

  • They were sold under “Final Sale” or “As Is” conditions.
  • They show signs of misuse, tampering, or damage after delivery.
  • The return period specified by the Vendor has expired.
  1. Return Request Procedure
  1. Log in to your SoundTribeAsia account and locate the order under My Purchases.
  2. Click Request Return or Contact Vendor to submit your issue (include clear photos or videos if applicable).
  3. The Vendor will review the request and respond within 5 business days.
  4. If the return is approved, the Vendor will provide a return shipping address and instructions.
  5. Buyer ships the item back using a trackable courier and shares tracking details.
  6. Upon receipt and inspection, the Vendor issues a refund (less any applicable shipping or handling fees).
  1. Return Shipping Costs

Unless the item is defective, damaged, or incorrectly described, the buyer is typically responsible for return shipping costs. If the return is due to Vendor error, the Vendor must bear all shipping expenses.

  1. Refund Method & Timeline

Approved refunds are processed via the original payment method used for the transaction (e.g., Stripe, PayPal).

  • Refund initiation: within 5 business days after Vendor approval.
  • Bank or card processing time: an additional 5–10 business days, depending on payment provider.

Refunds will appear as credits on your bank or card statement once fully processed.

  1. Disputes & Escalations

If a buyer and Vendor cannot resolve a return or refund issue directly, SoundTribeAsia may step in to mediate. We may request evidence such as:

  • Photos of the product and packaging.
  • Proof of shipment or delivery.
  • Communication logs between buyer and Vendor.

Our team will make a fair determination based on the evidence provided. In cases of fraud, counterfeit products, or repeated policy violations, we reserve the right to suspend or remove the Vendor from the platform.

  1. Final Sale Items

Certain products, such as vintage, collector’s, or clearance items, may be marked as Final Sale. These are non-returnable and non-refundable unless they arrive damaged or significantly different from their description.

  1. Damaged or Lost Shipments

If an item arrives damaged or fails to arrive, please contact the Vendor within [48 hours] of delivery (or expected delivery date). The Vendor will coordinate with the courier to file a claim and process a replacement or refund accordingly.

  1. Platform Liability

SoundTribeAsia acts solely as an intermediary and cannot be held liable for the actions, omissions, or policies of independent Vendors. Refunds are issued only after the Vendor authorizes or when the Platform determines it is justified following an investigation.

  1. Changes to This Policy

We may update this Return & Refund Policy from time to time to reflect operational or legal requirements. The latest version will always be available on this page with the updated effective date.

  1. Contact Us

If you have any questions about returns, refunds, or disputes, please contact admin@soundtribeasia.com

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