LIFE AI REFUNDS & RETURN POLICY

1. Introduction

1.1. Welcome to LIFE AI

Welcome to LIFE AI E-commerce platform (we refer to our LIFE AI website and mobile application collectively as the "Platform") (we refer to the Platform and the services we provide as described on our Platform collectively as the "Services"), operated by LIFE AI PTE. LTD. (UEN: 202507457Z), a company registered in Singapore with its registered office at 3 Fraser Street, #4-23A, Duo Tower, Singapore 189352 ("we", "us", "our").

1.2. Policy Overview

At LIFE AI, we are committed to ensuring a safe and fair shopping experience. This Refunds & Return Policy ("Refunds & Return Policy" or "Policy") outlines the process and requirements for returns and refunds, all of which are protected by the LIFE AI Transaction Guarantee. This process must be followed for all return and refund requests.

2. The Return Window

2.1. Return Window Duration

A Buyer may request a return or refund for an eligible item at any time within the applicable Return Window. The Return Window begins on the date the item is confirmed as "Delivered" in our system.

The duration of the Return Window is as follows:

(a) 15 days for all items purchased from LIFE AI Mall Sellers.

(b) 7 days for all items purchased from regular (non-Mall) Sellers.

2.2. Transaction Security

To ensure transaction security, LIFE AI holds the order payment in escrow under the LIFE AI Guarantee Period. This feature covers the entire transaction process from payment and shipping until the Return Window for the order has passed.

2.3. Guarantee Period End

The Guarantee Period ends, and payment is released to the Seller, when one of the following occurs:

(a) The Buyer confirms satisfaction by clicking "Order Received".

(b) The applicable Return Window (7 or 15 days) expires without a dispute and the order is marked as "Completed".

If a Buyer submits a return or refund request during the Return Window, the payment will remain in escrow until the case is fully resolved.

3. Application for Refunds & Return

3.1. A Buyer may apply for a return and/or refund for one of the following reasons, which must be selected during the application process:

(c) Item Not Received

A Buyer may request a refund for an item they have not received under either of the following circumstances:

(i) The expected delivery date for the order has passed, and the item has still not been delivered.

(ii) The order's tracking status has been updated to "Delivered" by the logistics partner, but the Buyer claims they have not actually received the item.

(d) Item Received with Issues

The Buyer received the item, but it has a problem. Specific reasons include:

(i) Empty or Suspicious Parcel: The parcel delivered was empty or appeared to have been tampered with.

(ii) Incomplete Item: The item received is missing parts, quantities, or accessories that were supposed to be included.

(iii) Wrong Item: The item received does not match the agreed specifications (e.g., wrong size, color, model, or technical specs).

(iv) Defective or Faulty Item: The item does not work as intended, is malfunctioning, or is otherwise defective.

(v) Expired Item: The item received has passed its expiration date.

(vi) Counterfeit Item: The item is suspected to be a counterfeit product.

(vii) Damaged Item: The item received has physical damage (e.g., scratches, dents, broken parts) that occurred during the shipping process.

(viii) Private Agreement: The Buyer and Seller have privately agreed on a return/refund. This requires the Seller to confirm the agreement with LIFE AI.

(e) Change of Mind

The Buyer has changed their preference and no longer wants the item, where there is no error, fault, or defect in the product purchased and it matches the Seller's description. This reason is only available for eligible items purchased from sellers under the official LIFE AI Mall Return + program.

4. Exclusions & Non-Returnable Items

4.1. This Refunds & Return Policy does not apply to any items that are explicitly marked on their product page as "Final Sale," "Non-Returnable," or "No Returns."

4.2. Furthermore, the following item categories are not eligible for return, except in cases where the item is delivered defective, damaged, or incorrect:

(a) Digital Goods & Services

• Reason: Due to their nature of being instantly consumable or usable, these items cannot be returned.
• Examples: E-vouchers, mobile top-ups, digital subscriptions, software licenses, and other virtual items.

(b) Perishable Goods

• Reason: Items with a short shelf life cannot be returned.
• Examples: Fresh food, baked goods, flowers, and other items that may spoil or expire quickly.

(c) Health, Hygiene & Personal Care Items

• Reason: For health, safety, and hygiene reasons, we cannot accept returns for these items if they have been opened, used, or if the protective seal is broken.
• Examples:
  • Cosmetics, skin care, and supplements.
  • Underwear, lingerie, swimwear, and socks.
  • Earrings and other pierced jewelry.

(d) Custom-Made & Personalized Items

• Reason: Products that have been customized or made-to-order specifically for you cannot be returned as they cannot be resold.
• Examples: Items with custom engraving, name printing, or special tailoring.

(e) Promotional & Sale Items

• Reason: Items sold under special promotional terms are often final.
• Examples: Items marked as "Clearance," free gifts received as part of a promotion, and other items sold on a non-returnable basis.

4.3. Nothing in this Refunds & Return Policy is intended to limit a Buyer's statutory rights for defective goods under the Consumer Protection (Fair Trading) Act.

5. "Change of Mind" Returns

5.1. A "Change of Mind" return refers to a request made due to a change in the Buyer's need or preference, where there is no error, fault, or defect in the product purchased.

5.2. Returns for "Change of Mind" are not a standard right under our Transaction Guarantee. This option is offered exclusively through our LIFE AI Mall Return + program.

5.3. Eligibility

a. Eligibility is determined by the Seller's participation in this program.

b. Eligible items will be clearly marked with a "LIFE AI Mall Return +" badge or label on their product listing page.

c. If an item is not explicitly marked as eligible, it cannot be returned for a change of mind.

5.4. Conditions

All "Change of Mind" returns are subject to the following strict conditions:

(a) The return request must be submitted within the 15-day Return Window.

(b) The Buyer is responsible for the full cost of the return shipping.

(c) The item must be returned in perfect, new, sealed, and unused condition, as detailed in the "Condition of Returned Items" section of this Refunds & Return Policy.

6. How to Request a Return

6.1. Step 1: Buyer Submits a Request

a. When: Within the 7 or 15-day Return Window.

b. How: Via the LIFE AI website or app on the "Order Details" page.

c. What to Provide:

(i) The reason for the return (selected from the standardized list).

(ii) The desired outcome (e.g., Refund Only, or Refunds & Return).

(iii) Clear evidence, including a minimum of two (2) photos or one (1) video showing the issue.

6.2. Step 2: Seller's Response

a. Once a request is submitted, we will notify the Seller. The payment for the order, which is held under the LIFE AI Guarantee, will remain in escrow until the case is resolved.

b. The Seller has three (3) business days to respond. They may accept the request, reject it with evidence, or propose an alternative solution.

c. Failure to Respond: If the Seller does not respond within the 3-day timeframe, the Buyer's request will be automatically approved.

6.3. Step 3: Returning the Item (If Applicable)

a. If a return is approved, the Buyer has five (5) business days to ship the item back.

b. Logistics: The Buyer may be provided with a pre-paid shipping label from our logistics partners or given instructions to arrange their own trackable shipping.

c. Proof of Shipment: The Buyer must update the order with valid return shipping information (courier name and tracking number).

d. Failure to Ship: If the Buyer fails to ship the item and provide tracking information within the 5-day timeframe, the return request will be automatically cancelled, and the order may be completed.

a. If a Seller fails to cooperate with an approved return by refusing to accept the returned package or failing to provide a valid return address, LIFE AI reserves the right to intervene. After verifying the Seller's non-cooperation, we will proceed to issue a direct refund to the Buyer, and the case will be closed.

6.4. Step 4: Seller's Inspection

b. The Seller will inspect the returned item to ensure it meets the conditions outlined in Section 8.

c. If the item is acceptable, the Seller will confirm receipt, and the refund will proceed.

d. If the item does not meet the return conditions, the Seller may reject the return, and the case will be escalated to LIFE AI for a final decision.

6.5. Step 5: Platform Intervention

a. If the Buyer and Seller cannot agree at any stage, the case can be escalated to LIFE AI.

b. Our dispute resolution team will review all evidence from both parties and make a final and binding decision within 3-7 business days.

7. Condition of Returned Items

Where applicable, returned Items must meet the following conditions to be eligible for a full refund:

7.1. General Conditions for All Returns:

(a) The item must be in its original condition and packaging.

(b) All original tags, labels, seals, and accessories (including manuals and warranty cards) must be intact and included.

(c) The item must be unused, unwashed, uninstalled, and inactivated (for electronics).

(d) The item must not be damaged, dirtied, or scratched due to the Buyer's handling.

If a returned product does not meet these conditions, the Seller has the right to refuse the return, and the item will be sent back to the Buyer at the Buyer's expense.

7.2. Specific Conditions by Product Category:

(a) Electronics & Tech: Must not be activated, have no accounts logged in, and no personal data stored.

(b) Fashion, Shoes & Accessories: Must have original tags, be unworn, unwashed, and show no signs of use.

(c) Cosmetics, Food & Personal Care: Must be in original packaging with all seals and protective stamps unopened. Items that have been opened or tried are not eligible for return.

(d) Home Appliances & Furniture: Must not have been assembled. Damage due to incorrect installation is not eligible for return.

8. Return Shipping Costs

The party responsible for the cost of return shipping is determined by the reason for the return.

8.1. Seller is Responsible

The Seller will bear the full cost of return shipping if the return is due to their fault or an issue with the product. This includes the following cases:

(a) The item was defective, damaged, or faulty.

(b) The item received was incorrect (wrong size, color, model).

(c) The item was counterfeit.

(d) The item was expired.

(e) The order was incomplete (missing parts or accessories).

In these cases, LIFE AI may refund the Buyer the return shipping cost or provide the Buyer with a voucher to cover the shipping cost.

8.2. Buyer is Responsible

The Buyer will bear the full cost of return shipping for "Change of Mind" returns. This applies when the return is due to the Buyer's fault or preference (e.g., choosing the wrong item, no longer needing the product) and the item itself matches the description and is not faulty.

Promotional Shipping Support: To enhance customer experience, LIFE AI may, at its sole discretion, offer to partially or fully cover the return shipping costs for eligible "Change of Mind" returns during special promotional periods (e.g., for 3-6 months after our official launch). Any such support will be clearly communicated to the Buyer at the time of the return request. After any promotional period ends, the Buyer will be responsible for the full return shipping cost unless LIFE AI specifies that partial support is still available.

9. The Refund Process

9.1. Refund Timing and Method

Once a return is accepted by the Seller or a refund request is approved by LIFE AI, the refund will be processed.

The refund will be credited to the Buyer's original payment method or their LIFE AI e-wallet within 3-5 business days.

9.2. Partial Refunds

In certain cases, a Seller may offer a partial refund as a resolution, allowing the Buyer to keep the item for a reduced price.

The Buyer must explicitly accept this offer through the Platform's dispute resolution system. Once a partial refund is accepted, the case is considered closed.

9.3. Conditions for Refund

A refund will only be processed after the successful completion of the return and refund process. This includes cases where:

(a) The Seller accepts the Buyer's refund request.

(b) The Seller fails to respond to a request within the designated timeframe.

(c) The Seller receives a returned item and confirms it meets all required conditions.

(d) LIFE AI makes a final decision in favor of the Buyer in a dispute.

9.4. Refund Guarantee

The Buyer's refund is guaranteed by LIFE AI once it has been officially approved through this Refunds & Return Policy. As the payment is held in escrow during the Return Window and is extended until any dispute is resolved, an approved refund will be processed directly from these held funds.

9.5. Financial Documentation for Refunds

Upon the successful completion of a refund in accordance with this policy, LIFE AI will automatically process and issue the necessary financial documents, including a Credit Note, on behalf of the Seller. This action is taken to properly account for the refund of the Goods and Services Tax (GST) in compliance with the regulations of the Inland Revenue Authority of Singapore (IRAS).

10. Dispute Resolution

10.1. Platform Intervention

a. LIFE AI will intervene if a dispute arises between a Buyer and Seller. Our dispute resolution team will act as a neutral party to reach a fair outcome.

b. Handling Process: Our team will conduct a thorough evaluation based on the evidence provided by both parties, which includes chat history, photos, videos, and the terms of our current policies.

c. Resolution Timeline: The average processing time for a dispute is 3-7 business days.

d. Data Retention: To ensure fairness and for verification purposes, all evidence, chat logs, and related information for a dispute will be stored in our system for a minimum of 90 days.

e. Final Decision: The decision made by LIFE AI is final and binding on both the Buyer and Seller for the purposes of resolving the transaction on our Platform.

10.2. External Recourse

a. If a party is not satisfied with the outcome of our internal dispute resolution process, they may seek to resolve the matter through external channels.

b. In accordance with the laws of Singapore, unresolved disputes may be referred to the Singapore Mediation Centre (SMC) for mediation or the Small Claims Tribunals (SCT), where applicable.

11. Abuse of the Policy

We take the integrity of our marketplace seriously. Any user found to be abusing the Refunds & Return Policy, such as by making fraudulent claims, may be subject to penalties, including the permanent suspension of their account.

12. Contact & Support

If you have any questions about this Refunds & Return Policy, please contact our Customer Support team via:

(a) Online chat on the Platform;

(b) Email: support@lifeai.sg;

(c) Hotline: phone number.