(A) As stated in Market Singapore’s policies and procedures, which form part of the Independent UnFranchise® Owner Application and Agreement, only products that are currently marketable and in saleable condition can be returned for a refund. This means that a product must be listed in the current price list, must not be on the “no longer available” status list, must be undamaged, and must have a valid expiration date.
(B) Please note that Market Singapore cannot give a refund on damaged products. Products will be considered damaged if any of the following apply:
• Opened or used product
• Leaking product
• UnFranchise Owner labels or other foreign labels or markings on product
• Product within five months of expiration date*
• Any outer or inner damage to product, bottles, labels, etc.
• Any items which have been discontinued after the original purchase date
• Literature that is sold in sealed packs with the outer packaging not intact
Products have a valid expiration date if the product has at least five (5) months of shelf life remaining before the expiration date. Products expiring within five (5) months from the return date are not considered marketable and sellable. Dietary supplements products, such as Ultimate Aloe Juice in liquid form, and NutriClean™ Probiotics have a valid expiration date if the product has at least three (3) months of shelf life remaining before the expiration date. Dietary supplements in liquid form and probiotic products expiring within three (3) months of the return date are not considered as marketable or saleable.
Products being returned which do not meet all of the referenced standards or other requirements in this Chapter, will be rejected and a refund will not be processed.
The company reserves the right to market and sell products that are beyond the expiration date, but are still deemed safe to consume within the original pricing structure. The UnFranchise Owner will be notified of the aforesaid and allowed to make an informed decision before purchasing the product. Such products purchased are not refundable nor exchangeable.
(C) An maWebCenter is activated at the time of purchase and is nontransferable after activation. As a result, the maWebCenter service is considered “opened” or “used” in much the same way that a piece of software, once installed and a license is applied, is considered “used” and therefore subject to a tiered refund based on the following parameters.
• Less than 60 days, the UnFranchise Owner receives a 90% refund
• Between 60 and 90 days the UnFranchise Owner receives a 75% refund
• After 90 days the UnFranchise Owner is no longer eligible for a refund
• If at any time a website has been sold through the maWebCenter, it is no longer eligible for
any refund regardless of the date of purchase.
(D) Fast Start Kit Returns
• If you are returning a Fast Start Kit, the kit must be returned with all of its original contents to allow for a refund. No Exceptions.
• Any kit received as a partial kit will not be refunded and will be returned to the UnFranchise Owner at the UnFranchise Owner’s Cost. No Exceptions.
(E) Other non-refundable items include (but not limited to)
• Trial-sized marketing products (single mailer)
• Event / training tickets
(F) If the request to return product for a refund is received by Market Singapore in time to remove the Business Volume (BV) from the computer system before it has been paid on in a weekly commission cycle, then Market Singapore will remove the BV from the computer system immediately upon receiving the return request. However, if the request to return product for a refund is received by Market Singapore after it has been paid on in at least one weekly commission cycle, then Market Singapore will implement the Commission Reversal Process.
(G) Upon receipt of the returned merchandise, the company will notify the UnFranchise Owner of the status of the return. If the return is rejected, the UnFranchise Owner must request in writing that the product be reshipped to his/her address, or the returned product will be discarded.
(H) UnFranchise Owner should allow 30 days for the processing of a refund once product is received by Market Singapore. If the UnFranchise Owner returning the products or merchandise does not fulfill the requirements outlined herein, it may take additional time to complete the return procedure.
(I) On returns exceeding S$1,250, a notarized statement must be sent to the company indicating that there are no liens or encumbrances on the product being returned and that the product was not used as collateral against any loan.
(J) UnFranchise Owners may not return merchandise for other UnFranchise Owners. Only the purchasing UnFranchise Owner may return merchandise for a refund. If another UnFranchise Owner, other than the paying UnFranchise Owner, wishes to return a product, the refund will be given to the paying UnFranchise Owner. The only time Market Singapore will refund a non-paying UnFranchise® Owner is if a signed letter from the paying UnFranchise Owner accompanies the refund request, authorizing Market Singapore to refund the non-paying UnFranchise Owner, and this exception will be made on first-time orders only.
(K) Delivery charges are nonrefundable.
(L) If UnFranchise Owners do not receive a refund that has been approved within a reasonable time, they can call the UnFranchise Support-Refunds to request an update on the refund payment. The UnFranchise Owner must wait two full weeks from the date the refund was processed before calling the Refunds Department.
(M) Market Singapore will place a refund on the UnFranchise Owner’s Market Singapore credit account if the refund has not been accepted by the UnFranchise Owner’s bank within six months of the refund being processed.
If the UnFranchise Owner returns product they received prior to leaving the office, the Return Merchandise Form will be filled out and the refund will be processed the same day. The refund will be issued using the same payment method used to place the order.
The company will repurchase any products that are currently marketable and in resalable condition, less a 10 percent processing fee, and shipping and handling if applicable, if the purchasing UnFranchise Owner contacts Market Singapore within 60 days of the products being shipped. Any commissions paid on returned merchandise will be deducted from the upline’s future commissions.
UnFranchise Owners must notify Market Singapore in writing that they are electing to cancel their UnFranchise Business. If Independent UnFranchise Owners are cancelling their UnFranchise Business and have purchased products for inventory purposes or sales aids while the Independent UnFranchise Owner Application and Agreement was in effect, all unencumbered products in a currently marketable and resellable condition then in possession of the Independent UnFranchise Owner, which have been purchased directly from Market Singapore within one year of cancellation, shall be repurchased, minus a 10 percent processing fee. Delivery charges are nonrefundable. Any commissions paid on returned merchandise will be deducted from the upline’s future commissions.
Market Singapore assumes no liability for products damaged while being returned. It is the sole responsibility of the UnFranchise Owner to ensure the condition of the product being returned to Market Singapore, and to file any claims with the shipper for damages caused en route. To return merchandise for refund UnFranchise Owner must adhere to the following procedure:
(A) Written List of Products: UnFranchise Owners must submit a written list of items and quantities they wish to return, along with the dates the products were purchased directly from Market Singapore, their upline Executive Coordinator at the time of purchase, and copies of the applicable orders for the products to be returned.
(B) Initial Upline Decline to Buy Back Letter: UnFranchise Owners returning product for refund must always give the upline sponsor (if active) and/or the first active upline Executive Coordinator the initial opportunity to buyback the product directly from them. It is most expedient for UnFranchise Owners returning products to contact their upline sponsor and Executive Coordinator and offer to sell the product back to them at the current wholesale price minus a 10 percent handling fee. UnFranchise Owners must submit a letter signed by their sponsor (if active) and their first active upline Certified Executive Coordinator stating that they do not want to repurchase the merchandise and that they understand that any unearned commissions will be deducted from their future commissions.
(C) Return Authorization Number (RA No.): On receipt of the written list of products and the initial upline decline to buy back letter, the company will issue a Return Authorization number. No merchandise may be returned without an RA No. Note: An RA No. is only valid for 30 days from the date of issuance.
(D) Product Return: The product must be returned to the company identifying the UnFranchise Owner who is making the return and including an order form completely filled out identifying each item being returned. Mark on the order form at the top “RETURN” along with the Return Authorization number. The UnFranchise Owner must pay all shipping costs. No COD or collect shipments will be accepted. If the RA No., is not written on the outside of the package, delivery will be refused. The package should be sent via a shipper that offers package tracking. Market Singapore also recommends that UnFranchise Owner insure all packages they return to the company.
The upline Certified Executive Coordinators (CECs) or higher Pin Levels shall incur sole responsibility for buying back resellable product and useable materials. Failure to execute this responsibility may result in corrective action and possibly the cancellation of the responsible party’s UnFranchise Business.
(A) UnFranchise® Owners returning product for refund must always give the upline sponsor (if active) and/or the first active upline CEC (or higher Pin Level) the initial opportunity to buy the product back directly from them (see Merchandise Return Procedure).
(B) Market Singapore will initiate an Upline Return Merchandise Acknowledgment letter to the five consecutive upline CECs (or higher Pin Levels) only if:
(1) Market Singapore receives from the UnFranchise Owner wishing to return the product the initial upline’s Decline-to-Buy-Back Letter signed by the sponsor (if active) and the first active upline CEC (or higher Pin Level);
(2) The UnFranchise Owner returns the product to Market Singapore AND
(3) The Business Volume (BV) for the returned product could not be removed from the computer system before it was paid on in at least one commission cycle.
(C) The Upline Return Merchandise Acknowledgment letter shall identify the downline UnFranchise Owner, the product that was returned, and the names of the other four CECs (or higher Pin Levels) who were sent the same letter.
(D) If Market Singapore receives no response from the five consecutive upline CECs (or higher Pin Levels) within 15 business days from the date of the letter being sent, Market Singapore will initiate the Commission Reversal Process.
The Commission Reversal Process shall apply when all of the following occur: (1) products in resellable condition are returned to Market Singapore for a refund, (2) the Business Volume (BV) for the products could not be removed before it had been paid on in at least one weekly commission cycle, (3) a refund of some type (refund payment, credit to the Market Singapore account, etc.) will be or already has been issued and (4) Market Singapore receives no response from the five consecutive upline Certified Executive Coordinators (CECs) (or higher UnFranchise Levels) within 15 business days from the date of the Upline Return Merchandise Acknowledgment letter being sent. Market Singapore will initiate the Commission Reversal Process as follows:
(A) The computer will multiply the total amount of Business Volume (BV) returned by a commission payout factor (i.e. average percentage pay out on BV from the previous 12 months). The result will be the total amount to be subtracted from commissions in the reversal process. Example: 200 BV returned x 58% (5 June 1995 to 5 June 1996 average) = S$150.
(B) The computer will locate the most immediate of the five consecutive upline CECs (or higher UnFranchise Levels) qualifying to earn a commission for the next available weekly commission pay cycle and subtract the respective amount from the earned commissions. If none of the first five upline CECs (or higher UnFranchise Levels) earns a commission the next available weekly commission pay cycle, then the Commission Reversal Process will continue to search each week until one of the five upline CECs (or higher UnFranchise Levels) earns a commission.
(C) If the identified CEC (or higher UnFranchise Level) qualifying to earn a commission during the next available weekly commission pay cycle is the first (immediate) upline CEC (or higher UnFranchise Level) from the UnFranchise Owner returning the product, the process is complete. Remember, in accordance with policies and procedures contained in the UnFranchise Manual, it is the immediate upline CEC’s (or higher UnFranchise Level’s) contractual obligation to purchase (buyback) returned product.
(D) If the identified CEC (or higher UnFranchise Level) qualifying to earn a commission during the next available weekly commission pay cycle is not the first (immediate) upline CEC (or higher UnFranchise Level) from the UnFranchise Owner returning the product, then for the next available weekly commission pay cycle in which the immediate upline CEC (or higher UnFranchise Level) qualifies for a commission, the Commission Reversal Process shall subtract the original commission reversal amount from the immediate upline CEC’s (or higher UnFranchise Level’s) commission. During the weekly commission pay cycle in which the original commission reversal amount is subtracted from the immediate upline CEC (or higher UnFranchise Level), that same amount will be reimbursed to the upline CEC (or higher UnFranchise Level) who originally had the commission reversal amount originally subtracted.
All items purchased at a special, discounted price are nonrefundable and should be considered a “final sale.”
Market Singapore’s Mall without Walls concept allows Market Singapore to respond to market trends. If a store within the mall closes for renovation or discontinues a product or product line, Market Singapore will not be able to offer an exchange or refund for any products that have been discontinued since the date of purchase from Market Singapore.
When product is returned to Market Singapore for any reason, if Market Singapore has not paid on at least one weekly commission cycle that includes the returned products, then all BV for the returned products is immediately removed from the computer database. UnFranchise® Owners have 30 days from the date that Market Singapore receives product back (for whatever reason) to request that any returned package be reshipped.
(A) Within 30 Days: If within 30 days from the date of the package being received by Market Singapore, either the paying UnFranchise Owner or the ordering UnFranchise Owner requests it to be reshipped, and the BV had already been removed from the computer system, the BV will be put back for the date of the original order. Accrual date corrections or adjustments caused by the removal of BV due to returned products will be considered on a case-by-case basis. Retrospective cheque will not be issued.
(B) Over 30 Days: If neither the paying UnFranchise Owner nor the ordering UnFranchise Owner requests within 30 days from the date of the package being received by Market Singapore to have the product reshipped, then it can no longer be reshipped at that point. The paying UnFranchise Owner will receive a credit for the amount of the order based on current returns policies, minus the 10 percent processing fee. After the 30-day period, if the product has not been reshipped, any accrual date corrections or adjustments caused by the returned products will no longer be considered. After the 30-day period, if the product has not been reshipped and Market Singapore was unable to remove the BV from the computer system before it paid on at least one weekly commission cycle that included the returned products, then Market Singapore will implement the Buyback Policy and, if necessary, the Commissions Reversal Process.
(A) 30 days return policy: If for any reason the Preferred Customer is not entirely pleased, within 30 days of the products being shipped, simply return the item(s) of receipt for an exchange (if available) or a full 100 percent refund of the product amount minus shipping/handling fees, if applicable. Only products that are currently marketable and in a resalable condition, can be returned.
(B) AutoShip Orders: Preferred Customers who do not pick up their AutoShip order(s) within seven calendar days will have their orders cancelled and be refunded the full 100 percent purchase price.
*To the discretion of Market Singapore Office.