Refund & Return Policy

• Refunds are available only when Moolah Protection is selected at checkout
• Refund requests must be submitted within 7 days after delivery
• Refunds apply if the item does not arrive or is significantly different from the listing
• Returned items must be in original condition with all accessories
• Buyers cover return shipping costs
• Protection fees, delivery fees, and payment processing fees are non-refundable

1. Overview

Moolah facilitates transactions between buyers and sellers by providing checkout, payment processing, and shipping options through the platform.

Refund eligibility applies only when Moolah Protection is selected at checkout and payment is completed using Moolah supported payment methods.

Moolah Protection helps safeguard eligible purchases if an item is not received or is significantly different from the listing description.

Buyers are responsible for reviewing the full listing description, specifications, and images before completing a purchase.

2. Buyer Protection

Eligible Refund Scenarios:
Item Not Received
A refund request may be submitted if the item does not arrive and tracked shipping was used. Untracked shipping is not eligible. Item Significantly Not as Described
A refund request may be eligible if the item received materially differs from the information stated in the listing.

Examples include: 

• Incorrect model, size, colour, or version
• Missing essential components stated in the listing
• Undisclosed damage affecting functionality
• A different product from what was ordered

The following situations do not qualify:

• Minor cosmetic wear
• Slight colour variations due to lighting or screen differences
• Packaging differences where the product is correct
• Subjective opinions about quality, smell, texture, or fit
• Issues clearly disclosed in the listing description or images

3. Dispute Window

Buyers must raise a dispute within 7 days after the parcel is marked as delivered.
If no dispute is raised within this period, the order may be automatically marked as completed. 

4. Protection Fee

A 4.5% protection fee applies when Moolah Protection is selected.
This fee activates protection coverage and is non-refundable. 

5. Coverage Limits

Moolah Protection applies to products valued up to SGD 25,000.
Service based purchases are not eligible, including but not limited to:

• Property listings
• Vehicles
• Air conditioning services
• Other service-related listings

6. Refund Process

Submitting a Claim
1. Go to Order History
2. Select the order under Completed
3. Submit a dispute within 7 days after delivery
Moolah may request photos, videos, or additional information to review the claim.

Return Conditions
If a refund is approved, the item must be returned:

• In its original condition
• With all accessories or components included
• Properly packed for shipment
• Other service-related listings

Failure to meet these conditions may result in the refund request being rejected.

Shipping Costs
Unless otherwise stated:

• Buyers cover return shipping costs
• Original delivery fees are non-refundable
• Protection and payment processing fees are non-refundable

7. Seller Responsibilities

Sellers must ensure listings accurately represent the item’s description, condition, specifications, and images.

If a dispute confirms the item is significantly different from the listing, the buyer may receive a refund of the product price only.

Seller earnings may be adjusted accordingly.

8. Delivery Issues

Moolah is not responsible for items lost or damaged during delivery unless specifically covered under Moolah policies.
Shipping claims must follow the third-party delivery provider’s terms, such as SingPost.

9. Return Verification

Returned items may be inspected by the seller.
Refund requests may be rejected if the returned item:

• Is different from the original item sent
• Is missing components or accessories
• Shows damage caused after delivery
• Is not in its original condition

10. Dispute Resolution

If a dispute cannot be resolved between the buyer and seller, Moolah may review the available evidence and determine the outcome of the dispute.

Moolah’s determination will be final for resolving the transaction within the platform.

11. Platform Role

Moolah operates as a technology platform connecting buyers and sellers.

Moolah is not the seller, owner, or supplier of items listed on the platform. Sellers are solely responsible for the accuracy, legality, and quality of their listings.

To the maximum extent permitted by law, Moolah shall not be liable for losses or disputes arising from transactions between buyers and sellers.

12. Prohibited Items

Items identified as counterfeit, stolen, illegal, or unauthorised may be removed and reported to the relevant authorities.

Moolah may cancel transactions involving such items.

13. Policy Enforcement

Moolah may take appropriate actions for policy violations, including:

• Listing removal
• Transaction cancellation
• Payment withholding
• Recovery of refund related costs
• Account suspension or termination