FAQs

1. Reasons for return/refund
2. Buyers can request for a return or refund of products for the following reasons:
   • Did not receive the order within the estimated delivery dates (e.g., parcel lost in transit)
   • Received an incomplete product (e.g., missing parts of the product, missing products from order)
   • Received the wrong product(s) (e.g., wrong size/colour, different product)
   • Received a product that is damaged (e.g., dents, scratches, cracks)
   • Received a faulty product (e.g., malfunction, does not work as intended)

2. Evidence to be submitted for return/refund of products
3. Buyers must submit 3 clear photos from different angles and/or video as evidence of the reason for the return/refund. For example:
   • 3 clear photos from different angles and/or a video showing product errors or defects (for damaged/faulty products)
   • 3 clear photos from different angles of the parcel’s packaging condition
4.  
5. 8excite+ may request further supporting documents if:
   • the submitted evidence is not sufficient. Clear, high-quality photos or video must be provided. Evidence that does not support the buyer’s claim for a return/refund will be rejected.

3. Return of products 
   • Buyers should ensure that returned products are properly packed to avoid any damage to the return address.
   • Products must also be returned in new and/or original condition with original product packaging, price tags and labels.
   • 8excite+ reserves the right to reject requests for a return and/or refunds where:
     • such requests are deemed to be habitual in our sole and absolute discretion; and/or
     • there is a suspicion that the buyer made such purchase for the purposes of resale.

4. Return delivery fees
5. 8excite+ may cover the delivery fees for return up to a certain limit, depending on the nature of your return/refund. For more information, you may contact our customer support at support@8excite.com for assistance.

You may proceed to request for return/refund if:

• your order is still under “To Receive” status and you did not receive the order within the estimated delivery dates
• you received an incomplete product (missing quantity or accessories)
• you received the wrong product(s) (e.g., wrong size, wrong colour, different product)
• you received a product that is damaged (e.g., dented, scratched, broken) 
• you received a faulty product (e.g., malfunction, does not work as intended)

You can apply for a return/refund request by contacting our customer support for assistance.

Products which cannot be returned due to strict hygiene policies such as:

• Fashion Accessories > Personal Accessories > face masks
• Men’s Clothes – innerwear/underwear
• Women’s Clothes – innerwear/lingerie/underwear

Digital Products

• Tickets, Vouchers & Services

⚠️ Definition

• Hygiene policy: goods that are not suitable for return due to health protection or for hygienic reasons.
• Digital products:  Virtual goods that do not involve a physical product to be delivered to the buyer. Examples include travel voucher, mobile/game top ups, software, warranty, online subscription plans.

Return/refunds will only be entertained in the event the items delivered are not well packed/incomplete orders or a wrong item is being delivered.

The buyer must provide a photo or video evidence within 2 days to be able to claim for a return/refund of non-returnable items.

You are not allowed to request a refund on perishable items.

8excite+ reserves the right to the final decision in processing requests for a refund for perishable items.

The duration of the return/refund process will depend on the nature of your request.

The refund process is different for each payment method used:

• For credit/debit card payments, the refund will be issued back to the same card used for the payments made within 7-14 working days.
• For other payment methods e.g., online banking, the refund will be issued to your bank account within 1-3 business working days.

⚠  Note

• Excite Points and vouchers used will not be refunded to you for return/refund cases.
• If the products have been discounted either through promotion, the use of a voucher code or Excite Points, the amount refunded will only be based on the paid price of the product as indicated in the order confirmation email/ receipt.

You are advised to respond in a timely manner should the customer support team contact you for more evidence from your end. The request for return/refund will auto-accept the supplier’s final proposal should the buyer fail to respond to the supplier’s counter proposal within 3 working days.

• If your order status is “Delivered” but you have not received your order, you may raise a refund request by referring to the steps here: When and how can I apply for a Return & Refund? section above.

• If you have not received your parcel after the expected delivery dates, you may request a refund.

For successful requests

The refund process and time frame will vary depending on the payment method used as set out below:

1. Credit Card/Debit Card

The refund will be credited to the card used within 7-14 working days, depending on the credit/debit card-issuing bank.

2. Online Banking

The refund amount will be credited to your bank account within 48 hours. It may take up some time to reflect on your account, depending on your bank.

⚠️ Note

The refund process/time taken is also dependent on the nature of your return/refund request. If you are required to return the products, it may take up to 5 working days upon the receipt of the return parcel for a resolution to be drawn. Returned products will be checked by our team before your request can be approved and/or processed. 

If you are not satisfied with the product(s) received, you can contact our customer support at support@8excite.com to raise a return/refund request. Kindly note that the outcome of the request will depend on the buyer’s Return/Refund reason.

⚠ ️Note

After raising a return/refund request, you’ll need to wait for the request to be accepted before you can ship the product(s) for return. The refund will be processed once the product is checked and accepted by our team.

Supporting documents will vary according to your reason for return/refund:

1. Damaged product

• Photo(s) and/or video(s) of the product, showing physical damage (e.g., cracks, dents, scratches)
• Photo(s) and/or video(s) showing condition of the packaging of the parcel

2. Faulty product

• Photo(s) and/or video(s) of the product, showing it does not work as intended (e.g., electronic device that does not work despite connecting to power source/battery inserted)

3. Incomplete/missing product

• Photo(s) and/or video(s) of the parcel received, and the products contained in the parcel
• Photo of the air waybill (“AWB”) attached on the parcel that shows the content/weight of the parcel you should have received
• Photo showing all the products received in the parcel on a weighing scale to show the total weight of the parcel received

4. Wrong product

• Photo(s) and/or video of the parcel received, and the products contained in the parcel
• Screenshot(s) of the actual product from 8excite+ app
• Photo of the product being measured using a measuring tool (from one end to the other) if the product size is wrong.

5. Counterfeit product

• Photo(s) and/or video of the parcel, the product, and its packaging
• Photo of the AWB/consignment note attached to the parcel
• Screenshots/URLs/other documents to show features of an authentic product (e.g., serial number, brand logo, images from official website)

Here are some guidelines for submitting supporting documents:

• Follow the file size limit: 10 MB per photo, 30 MB (up to 1 min) per video
• Provide good quality evidence that is clearly visible (not blurry/pixelated)
• Provide close-up shots to show defects clearly for damaged products
• Uploading video evidence is highly recommended for returns of faulty products

⚠ ️Note

• For non-receipt of products, buyers are not required to provide any documents. 8excite+ will check with the respective supplier and logistics partner to investigate the issue.
• If the supplier can provide valid proof of shipment or the item is still in transit, the return/refund request will be rejected. If the item is lost in transit, you will be refunded with the total payment made for such an order.

For cancelled orders

Excite Points will be refunded to you after the verification process and credited into your 8excite+ account within 24 to 48 hours

You may check your Excite Points transaction history by selecting “View Point History” via the “Profile” tab on the 8excite+ app.

For return/refund orders

Your Excite Points will only be refunded if your return/refund request has been approved for a full refund. You will not be eligible for an Excite Points refund if your refund amount has been adjusted (i.e., you will be receiving a partial refund amount).

Can I cancel my order?

Please note that orders from Group Buys that has yet to complete can be cancelled at anytime through the Cancel Order button located within the respective Group Buy page. Whereas any orders from Group Buys that are completed are non-cancellable. However, in the event that you have a valid cancellation request even after Group Buy completion (evaluated at the sole discretion of 8excite+), kindly contact our friendly customer service team by emailing support@8excite.com. Alternatively, you may follow the steps below to reach out to our friendly customer service team for swift support:

Step 1: In the 8excite+ app, navigate to Profile > View Order History.
Step 2: Select the product that you would wish to inquire about order cancellation.
Step 3: Click on the Contact Us button and voila! Our customer service officer shall be attending to you soon enough for the assistance you need.

How do I cancel my order?

Before cancelling your order, please refer to our group buy policy. If you want to proceed with the cancellation of your order, you may get in touch with our customer service at support@8excite.com.

How will I get my refund for cancelled orders?

Refunds for successfully cancelled orders will be processed immediately, based on the payment method used. The refund process and time are different for each payment method set out below:

Credit Card/Debit Card

Payment will be credited to the card used within 7-14 working days, depending on the credit/debit card-issuing bank.

Online Banking
Payment will be credited to your bank account within 24 -48 hours.

Your voucher (e.g., platform discount vouchers, free shipping vouchers) will be automatically refunded within 24 to 48 hours after an order cancellation has been approved. This is provided that the following conditions are met:

• The voucher is still within the validity period for use.
• The voucher was applied to one order only.
  • If you have applied your voucher across multiple orders and one of the orders was cancelled, the voucher amount applied to the cancelled order will not be refunded.

The initial shipping fee that you paid for an order will be refunded to you if your cancel/refund request is approved.

We will automatically cancel your order(s) if the group buy did not manage to hit the minimum order, or you have chosen not to top up for that particular item.

Once your order has been cancelled, the payment will be refunded back to you based on the payment method you used to place the order.

1. If payment was made using online banking, 8excite+ will refund the payment to your bank within 24 – 48 hours.

2. If payment was made using your credit/debit card, the refund will only be reflected in your card within 7-14 working days depending on the standard operating procedure from the issuing credit/debit card banks.

You can always reach us at support@8excite.com or chat with us to get the status of the cancellation.

If the external packaging of the delivered parcel is visibly damaged:

Lodge a ticket to our customer support at support@8excite.com together with the supporting documents and then we shall guide you through the necessary steps.

If the product is found to be damaged after the courier has left:

• Report the case within 24 hours of receipt of the package to our customer support at support@8excite.com. We will hold the payment until the case is solved.
• When you request a refund, please do request under the reason “Received a product with physical damage” and provide pictures of external packaging and the actual damaged item as supporting documents.
• Upon submitting your Return/Refund Request, please contact our customer service via chat and share the pictures of the damaged external packaging and product. 

If the refund request is approved, we will refund the amount to you. Please ensure that you have taken photos and videos of the damaged packaging and product(s).