Delivery, Return & Refund Policy
1.1 What are my Delivery fees?
Delivery fees are charged based on the size/weight of the parcel per Partner. If you have ordered from multiple Partners in one order, your shipping fee will be based on the size/weight of the parcel from each of the Partners. The total Delivery fees charged at checkout will be the sum of individual Delivery fee from each Partner. Your total Delivery fees will be clearly indicated in your cart during checkout.
1.2 When is courier delivery available?
Courier delivery is only available for Mondays to Fridays (9am to 10pm).
1.3 When will I receive my Order?
The normal delivery time is 3 to 10 working days depending on the product selected and the the merchant supplying the product.
1.4 What is the expected timeline for Pre-Order products?
Delivery timeline for Pre-Order products varies from Partner to Partner and the delivery timeline will typically be 7 to 14 working days.
1.5 Can I prearrange the date I want to receive my Order?
We apologize that we are unable to accommodate specific delivery date requests at the moment. If you are unavailable when your Order is delivered, the courier partner will try to re-deliver to you at another time.
Cancellation of orders is not guaranteed once the transaction has been completed.
If you wish to cancel your Order for , please submit in writing with your Order details to our Customer Service Team at email@example.com. The United Points team will get in touch with the merchants who supply the product to check for possibility of cancellation and inform you via email in case the order can be cancelled. United Points cannot guarantee cancellation of order once placed, we will only try to get the order cancelled with the merchant. Once you validly cancel an Order, the said cancellation is irreversible and Clause 1.2 below shall apply. For the avoidance of doubt, you shall not have any right to cancel your Order after 24 hours of the confirmation of your Order or after actual delivery of the order to you, whichever is earlier.
If cancellation of order is approved by the merchant, a cancellation Fee equivalent to 10% of the final purchase price of the Order shall be applicable. Upon cancellation of your Order, the remaining 90% of the final purchase price of the Order will be refunded by United Points in the form of Points which will be credited back to your account with United Points within five (5) working days from the date of the valid cancellation of your Order.
Subject to Clause 2.2 below, returns by you for exchanges are only accepted in the case where the Product delivered varies from the one originally ordered. Where the Product delivered was not in accordance with the specifications (in terms of size, colour, etc), you may exchange the Product with the Merchant within seven (7) days of receipt of the Product. Where the Product delivered was faulty, defective or damaged, you may exchange the Product with the Merchant within seven (7) days of receipt of the Product. All returns for exchanges shall be done by submitting your request for a return and exchange to our Customer Service Team at firstname.lastname@example.org. To qualify for a return and exchange, the Product must fulfill the following requirements:-
- The Product shall be un-used;
- Product tags shall not be removed or tampered with in any way; and
- The Product shall be in the original brand packaging (if applicable).
This return and exchange policy is applicable only to those Products which do not fall under the list of non-refundable products as deemed by United Points. The list includes but is not limited to vouchers, food & beverages, made-to-order products, perfumes etc.
Once you have requested for a return and exchange, Clause 2.5 below shall apply in relation to the process of returning the Product and/or the Merchant may also contact you for the purpose of checking the delivered Product. You shall ensure that the Product is returned to the Merchant in the same condition as it was when received by you and is packaged properly.
In the event that an item is returned to the Merchant in a poor or unsuitable condition, the Merchant shall have the right not to accept it and will send the Product back to you. In this circumstances, you will be liable to pay all reasonable delivery costs and servicing costs at such current applicable standard fees and costs structure and we shall be entitled to charge such costs to your credit or debit card, or deduct the equivalent amount of Points from your account with us, To the extent permitted by law, we shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses as a result.
A pre-paid return shipping service for Products that can be handled by the local mail services will be provided to you. Please refer to the pre-paid shipping label in the parcel sent to you. Otherwise, a courier will be arranged to collect and redeliver the Product to ensure a convenient exchange process.
Your returned Product together with your return slip, are usually reviewed within five (5) working days after it has been returned to the Merchant. Upon verification that the delivered Product did not comply with the specifications, was faulty, defective or damaged, an exchange will be arranged by the Merchant within seven (7) working days thereafter. The Merchant shall deliver the correct Product to you at the Merchant’s own cost and expense in exchange for and in replacement of the returned Product.
In the event of a valid request for a return and exchange of a Product, and only where the Merchant is unable to replace the returned Product for any reason whatsoever pursuant to Clause 2.6 above, a full refund would then be given by the Merchant to you in the original form of payment used to purchase the Product. The refund shall be done within the same time period for replacement.
Other reasons which are compelling may be considered but on a case to case basis and is subject at all times to the investigation and evaluation by us and the relevant Merchant.
All Product descriptions, information and materials posted on our Site are provided ‘as it is’ and without warranties express, implied or otherwise howsoever arising.
All Product images seen on the Site may slightly differ from the actual Product that you may receive.
Some Products delivered are protected by seals. You are advised not to accept any such Products with their seals broken at the time of delivery or collection of the Products.
* United Points may ,at its own discretion ,amend the above without notice.