Refunds and Return Policy

Updated at 26 June 2020

1. Application for Returns/Refunds

Subject to the terms and conditions in this Refunds and Return Policy and Driwego’s Terms of Service, Buyer may apply for return of the purchased items (“Item”) and/or refund prior to the expiry of the Driwego Guarantee Period as stated in the Terms of Service.

Driwego Guarantee is a service provided by Driwego, on User’s request, to assist Users in dealing with certain conflicts which may arise during the course of a transaction. Users 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 Driwego Guarantee.

2. Application for the Return of an Item

Buyer may only apply for the refund and/or return of the Item in the following circumstances:

  • The Item has not been received by Buyer (In the conditions Seller has not send the item yet);
  • The Item received is incomplete (missing quantity or accessories);
  • Seller has delivered an Item that does not match the agreed specification (e.g. wrong size, model, colour, etc.) to Buyer;
  • The Item delivered to Buyer is materially different from the description provided by Seller in the listing of the Item;
  • The Item received is a counterfeit item**;
  • The Item received has physical damage (e.g. dented, scratched, shattered);
  • The Item received is faulty (e.g. malfunction, does not work as intended);
  • By way of private agreement with Seller and Seller must send his/her confirmation to Driwego confirming such agreement; or
  • Change of mind*


*Change of Mind return policy is only applicable to certain categories and restricted to certain Sellers only.

** Counterfeit item return policy is applicable to Driwego Sellers only.

Buyer’s application for Return of an Item must be submitted via the Driwego web/mobile app.

Driwego 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 notice from the appropriate authority to Driwego to request Driwego to continue to hold the purchase monies until a formal determination is available. Driwego will, at its sole and absolute discretion, determine whether it is necessary to continue to hold such purchase monies.

3. Rights of Seller

When Driwego receives an application from Buyer for the return of the Item and/or refund, Driwego will notify Seller in writing via e-mail or otherwise. Seller may respond to Buyer’s application according to the steps provided by Driwego in the written notification. Seller must respond within the time-frame stipulated in the written notification (the “Stipulated Period”). If Driwego does not receive any respond from the Seller within the Stipulated Period, Driwego will assume that Seller has no response and agrees to conform the Buyer’s application and will proceed to assess Buyer’s application without further notice to Seller.

Driwego 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. Seller agrees that Driwego’s decision on the Buyer’s application herein shall be final and conclusive and shall not be challenged.

4. Condition of Returning Item

To enjoy a hassle-free experience when returning the Item, Buyer should ensure that the Item:-

  • is properly packed to ensure safe return shipping;
  • shall include any complimentary items such as accessories that come with the Item; and
  • shall NOT be used and installed;
  • all sealed items shall NOT be opened;
  • tags and labels shall be attached;
  • for electronic products, warranty shall NOT be activated or and warranty seal shall NOT be damaged or broken; and
  • must be returned to Seller in the condition received by Buyer on delivery.


We will recommend Buyer to take a photo of the Item upon receive.

5. Liability of Return Shipping Fee

In the scenario of an unforeseen error from the Seller's end (i.e. - damaged, faulty or wrong Item delivered to the Buyer), the Seller will bear buyer's return shipping fee.

In the scenario of the Buyer's change of mind, Buyer shall get the 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, Driwego at its sole discretion to determine the party liable for the return shipping fee.

6. Refunds

Buyer will only be refunded after Driwego has received the confirmation from Seller that Seller has received the returned Item. In the event where Driwego does not hear from Seller within a specified time, Driwego will be at liberty to refund the applicable sum to Buyer without further notice to Seller.

Seller is allowed a response time of 10 days. The refund will be made to Buyer’s credit/debit card or designated bank account, whichever is applicable.

The maximum refund amount is the actual amount paid for the Item – not the item price. This includes the shipping fees the Buyer may have paid.

7. Communication between the Buyer and Seller

Driwego encourages Users to communicate with each other in the event where problem arises in a transaction. As Driwego is a platform for Users to conduct trading, Buyer should contact Seller directly for any issue relating to the Item purchased.