When a product reaches the processing center, it goes through a rigorous authentication process by our operations team. This process happens for each and every product that is sold on our platform.
If a product fails the first round of our authentication checks, it will then go through a second round of in-depth inspection to confirm the condition of the product. If the product still fails after the second round of checks, it is deemed to not meet our authentication and/or quality requirements and will be labelled as defective / inauthentic.
Once the product has been deemed to be inauthentic or contains defects, the following will happen:
- If the product is deemed to be inauthentic, Novelship will cancel the sale immediately and the seller will be liable for a 15% penalty of the item’s sales value with a minimum amount of SGD $30 and a maximum of SGD $100 applying. The seller is also liable for the return shipping fees for the product to be returned to the seller.
- If the product is deemed to contain defects, the seller will be notified about it through email & details of the defects will be given. The seller is given 24 hours from when the email is sent to consider adjusting the price and providing a discount to encourage the buyer to accept the product. In the event no reply is received from the seller 24 hours after our email has been sent, our team will proceed to notify the buyer on the defects found for them to decide if they accept the product. Should the buyer reject the product, the product will be returned to the seller and all return shipping fees will be borne by the seller.
For a more detailed breakdown of Novelship’s penalty fee charges, please refer to our Seller Penalty page here.
If you have any further questions or require clarifications, please contact our team at firstname.lastname@example.org.