What is GRR policy and What is G Lucky Stakeholder ?
Subject to the terms and conditions in this GRR policy and the Terms of Service,
Buyer may apply for return of the purchased items (“Item”) and/or refund prior to
the expiry of the G Lucky Stakeholder Period. (which is 15 days period including
weekend from the seller’s Shipping Date).
G Lucky Stakeholder is a service provided by G Lucky, to protect Buyers by holding
the payment to the Seller until the buyer confirms the receipt of the Item. Once
buyer accepts the order by clicking on “Order Received” (once G Lucky Stakeholder
period ends), the payment will then be released to the Seller.
Buyers may communicate with each other privately to resolve their differences or
approach their relevant local authorities to assist them in overcoming any dispute
prior, during or after using G Lucky Stakeholder.
How to apply the GRR policy ?
Buyer may only apply for the refund and/or return of the Item in the following
The Item has not been received by Buyer fifteen (15) days after the payment
The Item was defective and/or damaged on delivery;
Seller has delivered an Item that does not match the agreed specification
(e.g. wrong size, colour, etc.) to Buyer;
The Item delivered to Buyer is materially different from the description
provided by Seller in the listing of the Item; or
By way of private agreement with Seller and Seller must send his/her
confirmation to G Lucky confirming such Refund consent.
Buyer’s application must be submitted via the G Lucky website.
G Lucky will review each Buyer’s application on a case-by-case basis and, in its
sole discretion, determine whether Buyer’s application is successful.
In the event where Buyer has commenced legal action against Seller, Buyer may
provide the formal notification from the appropriate authority to G Lucky to request
G Lucky to continue to hold the purchase monies until a formal determination is
available. G Lucky will, at its sole and absolute discretion, determine whether it
is necessary to continue to hold such purchase monies.
Seller must respond the Buyer’s Refund Application.
When G Lucky receives an refund application from Buyer, G Lucky will notify Seller
via mobile app notifications.
Seller may respond to Buyer’s application according to the steps provided by G Lucky
in the written notification. Seller must respond within three (3) working days.
Should G Lucky not hear from Seller within three (3) working days, G Lucky will
assume that Seller has no response to Buyer’s application and will proceed to assess
Buyer’s application without further notice to Seller.
G Lucky will review each Seller’s response on a case-by-case basis and, in its sole
discretion, determine whether Buyer’s application may be successful against the
circumstances stated by Seller.
How Buyer to Return Goods ?
Buyer should ensure that the Item, including any complimentary items such as
accessories that come with the Item, must be returned to Seller in the condition
received by Buyer on delivery. We will recommend Buyer to take a photo of the Item
Who to bear the Goods Return Shipping Fee ?
In the scenario of an unforeseen error from the seller's end (i.e - damaged, faulty
or wrong product delivered to the buyer), the seller will bear buyer's return
In the scenario of the buyer's change of mind, buyer shall get seller's consent
prior to the return request and buyer will bear the return shipping fee.
In the scenario where both seller-buyer disputing the party liable for the return
shipping fee, G Lucky at its sole discretion will determine the party liable for the
return shipping fee.
When Buyer to receive the Refunds?
Buyer will only be refunded after G Lucky has received the confirmation from Seller
that Seller has received the returned Item.
In the event where G Lucky does not hear from Seller within three (3) working days
from the shipping date when Buyer returned the Goods, G Lucky will be at liberty to
refund the applicable sum to Buyer without further notice to Seller.
The refund will be made to Buyer’s credit/debit card or designated bank account,
whichever is applicable.
More communications with each other.
G Lucky encourages Buyer to communicate with each other in the event where problem
arises in a transaction.
As G Lucky is a platform for Users to conduct trading, Buyer is always encouraged to
contact Seller directly for any issue relating to the Item purchased.
In the event that the Buyer is unable to resolve the refund disputes with Seller
directly through amicable negotiations, G Lucky reserves the right to suggest and
implement an appropriate resolutions at its sole discreation.