1. Sales Principle

All items sold at Mono Loop are pre-loved / second-hand goods.

• Each item is sold in its current condition (“as-is”) at the time of purchase.
• Customers are strongly encouraged to inspect items carefully before making a purchase, as all sales are final.

2. Standard Policy

• No returns or refunds are allowed once a purchase has been completed.
• This policy applies to all items, except in specific circumstances outlined below.
  
  

3. Exceptions

A refund or exchange will only be considered if:

1. Misrepresentation – The item received is not as described (e.g., wrong brand/model, incorrect labelling).
2. Undisclosed major defect – The item has a critical fault that was not disclosed at the time of purchase.

In such cases, the customer must:

• Submit a complaint within 24 hours of purchase.
• Provide the original receipt and supporting evidence (photos, videos, product tags, or staff communication).
  
  

4. Resolution

If the complaint is verified as valid:

• A full refund will be issued, OR
• An exchange for an item of equal value may be offered, subject to stock availability and customer agreement.

If the complaint is not valid (e.g., normal wear & tear, minor scratches already disclosed), the No Return / No Refund policy remains in force.

5. Complaint Process

1. Customer completes a Complaint Form (in-store or digital).
2. Email the complaint to [email protected] with a brief summary and proof of purchase.
3. Supervisor/Manager reviews the case and may request additional evidence (photos/videos/tags).
4. Decisions are communicated in writing (WhatsApp/email).
5. All cases are logged for compliance.

Email requirements (customer must include):

• Full name & phone number
• Receipt/invoice number & purchase date
• Item details (brand/model/category)
• Summary of issue (misrepresentation/undisclosed major defect)
• Evidence (photos/videos, product tags, staff messages)

SLA: We aim to acknowledge within 1 business day and resolve within 7–14 days (subject to inspection/evidence).

Email template (customers)

6. Customer Notice

• This policy will be displayed at the cashier counter, on in-store signage, and printed on purchase receipts.

By completing a purchase at Mono Loop, customers are deemed to have read, understood, and agreed to this policy.

退换货政策

1. 销售原则

• Mono Loop 所售商品均为 二手/二手爱用品（pre-loved / second-hand goods）。
• 所有商品均以 “现状出售（as-is）”，购买时的状态为准。
• 我们强烈建议顾客在购买前 仔细检查商品，因为 所有销售均为最终交易，不可撤销。

2. 标准政策

• 一旦完成购买，不接受退货或退款。
• 本政策适用于所有商品，除非出现以下特殊情况。

3. 例外情况

仅在以下情况下才会考虑退款或更换：

1. 虚假陈述 – 所收商品与描述不符（例如：品牌/型号错误、标签不正确）。
2. 未披露的重大缺陷 – 商品存在购买时 未告知的重大故障。

如遇上述情况，顾客必须：

• 在购买后 24小时内提出投诉；
• 提供 原始收据 及支持性证据（照片、视频、标签、员工沟通记录等）。

4. 解决方式

若投诉被确认有效：

• 将提供 全额退款，或
• 以 等值商品更换（视库存及顾客同意情况而定）。
  
  

若投诉无效（例如：正常磨损、已说明的轻微刮痕），则 “不退不换” 政策继续适用。

5. 投诉流程

1. 顾客填写 投诉表格（店内或电子版本）。
2. 将投诉发送至 [email protected]，附简要说明和购买凭证。
3. 主管/经理审核案件，并可能要求补充证据（照片/视频/标签）。
4. 最终决定将以书面形式（WhatsApp/电子邮件）通知顾客。
5. 所有案件将被记录以便合规追踪。
   
   

顾客电邮需包含：

• 姓名及联系电话
• 收据/发票编号与购买日期
• 商品详情（品牌/型号/类别）
• 问题简述（虚假陈述 / 未披露的重大缺陷）
• 相关证据（照片/视频/标签/聊天记录）

处理时效： 我们将在 1个工作日内确认 投诉，并在 7–14天内完成处理（取决于检验/证据）。

邮件模板（顾客使用）

收件人： [email protected]
主题： 投诉 – 收据号收据号收据号 商品/品牌商品/品牌商品/品牌 购买日期购买日期购买日期

尊敬的 Mono Loop 团队：
我想就以下购买提出投诉：

• 姓名及联系电话：
• 收据/发票编号：
• 购买日期：
• 商品详情（品牌/型号/类别）：
• 问题类型：虚假陈述 / 未披露的重大缺陷（请选择一项）
• 简述：2–3句话2–3 句话2–3句话
• 附件证据：照片/视频/标签/聊天记录

谢谢！

6. 顾客须知

• 本政策将张贴于收银台、店内告示，并打印在购物收据上。

在 Mono Loop 完成购买，即表示顾客 已阅读、理解并同意