FAQ

Joining this Website is free of charge. We do not charge buyers any fees for purchases except in cases of cancellations.

One Roof allows you to cancel your order and offer a refund, provided the item(s) has not been processed for delivery yet. However, a cancellation charge applies. There is a min. of $20 or 7.75% of the total purchase amount, whichever is higher that is chargeable on cancellations. Once you confirm your item(s) cancellation, we will process your refund within 48 hours. We will be unable to retrieve your order once it is cancelled. Once your item(s) has been successfully cancelled you will receive a notification from us with your refund summary.

Please note that, if your item has already been handed over to the logistics partner for delivery, we will be unable to proceed with your cancellation request and we will inform you accordingly.

Once delivered, purchases will be subject to return process rather than cancellation process. Buyers may request for return of purchased items at any time within 7 days from the date of receipt. With respect to return-related matters, relevant laws and regulations shall prevail over the terms and conditions suggested by sellers.

Return costs shall be borne by the party attributable to the return request, such as:

• the buyer, where the return is due to his/her change of mind; and
• the seller, where the return is due to the defects in the item, delivery delay or delivery of the wrong or different item.

Upon completion of the cancellation or the return process, the Company shall refund by immediately cancelling the credit card transaction authorization in case of payment by credit card.

On receipt of the payment from the buyer, the Company shall instruct the seller to take necessary actions for delivery and the seller should ship and enter delivery information including the name of the delivery company, the tracking number, etc. through One Roof Sales Manager within 3 business days from the date of the delivery instruction. If the seller fails to do so, the Company may cancel the transaction and shall not be responsible or liable for any loss or damages to the seller due to such cancellation.

Sellers shall take all reasonable actions for buyers to receive purchased items within the time period specified by the seller on the item detail page. If a seller fails to deliver the purchased item within such period or the item was not received by the buyer due to a reason not attributable to the buyer (such as delivering to the wrong address), the seller shall bear all liabilities relating thereto. If any transaction is cancelled due to a reason attributable to the seller (e.g. non-delivery of the purchased items), the Company may take actions against the seller.

There will be strictly no returns, refunds or exchanges for items which are under clearance, unless otherwise stated. The product descriptions of clearance items will clearly state their defects (if any).

One Roof Pte. Ltd. encourages Users to communicate with each other in the event where problem arises in a transaction. As One Roof Pte. Ltd. is a platform for Users to conduct trading, Buyer should contact Seller directly for any issue relating to the Item purchased. If the need arises, Users may approach the claims tribunal of their local jurisdiction to resolve any dispute arising from a transaction.

One Roof, may, at its sole discretion and with absolutely no liability to Seller and Buyer, take all necessary steps to assist Users resolving their dispute.

One Roof welcomes information and feedback from our Users which will enable us to improve the quality of service provided. Please refer to our complaints procedure below for further information:

(i) Complaints may be made in writing through email to or using the feedback form found on our Site.

(ii) Anonymous complaints will not be accepted.

(iii) Users affected by the complaint should be fully informed of all facts and given the opportunity to put forward their case.

(iv) Vague and defamatory complaints will not be entertained.

Joining this Website is free of charge. We do charge sellers fees for completed transactions and other service fees for marketing and promotion features.

Sellers can review our Fees Schedule for charges that apply when you list an item or use a service that has a fee.

The Company shall issue receipts or tax invoices for service fees paid by sellers on a monthly basis.

Sellers shall properly manage and ensure that relevant information such as the price and the details of items, inventory amount and terms and conditions for sales is updated and shall not post inaccurate information.

The price of items and option items for sale will be determined by the seller at his/her own discretion. Also the settlement amount (before deducting other service fees therefrom) payable to a seller for a sale will be determined by the seller at his/her own discretion based on the price of the items.

The price of an item and Shipping Charge shall include the entire amount to be charged to buyers such as sales tax, value-added tax, tariffs, etc. and sellers shall not charge buyers such amount additionally and separately.

Sellers agree that the Company may at its discretion engage in promotional activities for and on behalf of sellers to induce transactions between buyers and sellers by reducing, discounting or refunding service fees, or in other ways. In no event, such adjustment of service fees will affect the originally determined settlement amount payable to sellers. The final price that buyers will pay actually will be the price that such adjustment is applied to.

For the purpose of promoting the sales of the items listed by sellers, the Company may post such items (at adjusted price) on third-party websites (such as portal sites and price comparison sites) and other websites (domestic or foreign) operated by the Company.

Sellers shall issue receipts, credit card slips or tax invoices to buyers on request, if such issuance is required under the laws of Singapore, and sellers agree that the Company may issue such receipts or tax invoice under the name of the seller for and on behalf of the seller.

Sellers shall submit personal/business identification information such as a copy of NRIC, passport or the certificate of incorporation and bank account information together with a document evidencing that the bank account is owned by and in the name of the seller within 2 weeks from the date of seller registration. Sellers shall not claim against the Company for damages, including outstanding payment of settlement amounts, resulting from delay of submission of such identification and bank account information.

The amount payable by the Company to the seller for any transactions through our Website (the "Settlement Amount") will be calculated by subtracting all service fees from the amount paid by the buyers. The Settlement Amount shall be deposited into the stipulated bank account of the seller in 2 weeks in principle after the date on which delivery is completed, together with Shipping Charge, if any, paid by buyers. The Company may at its discretion curtail the term based on seller's performance.

We may deduct from the Settlement Amount any expenses or loss to the Company due to sellers. To protect against the risk of liability, payments of the Settlement Amount may be subject to holds at our discretion.

One Roof allows buyers to cancel your order and offer a refund, provided the item(s) has not been processed for delivery yet. However, a cancellation charge applies. There is a min. of $20 or 7.75% of the total purchase amount, whichever is higher that is chargeable on cancellations. Once buyers confirm their item(s) cancellation, we will process the refund within 48 hours. We will be unable to retrieve the order once it is cancelled. Once the item(s) has been successfully cancelled you will receive a notification from us with a refund summary.

Please note that, if the item has already been handed over to the logistics partner for delivery, we will be unable to proceed with any cancellation request and we will inform the buyer accordingly.

Once delivered, purchases will be subject to return process rather than cancellation process. Buyers may request for return of purchased items at any time within 7 days from the date of receipt. With respect to return-related matters, relevant laws and regulations shall prevail over the terms and conditions suggested by sellers.

Return costs shall be borne by the party attributable to the return request, such as:

• the buyer, where the return is due to his/her change of mind; and
• the seller, where the return is due to the defects in the item, delivery delay or delivery of the wrong or different item.

Upon completion of the cancellation or the return process, the Company shall refund by immediately cancelling the credit card transaction authorization in case of payment by credit card.

Buyers may request for return of purchased items at any time within 7 days from the date of receipt. Buyer may only apply for the refund and/or return of the Item in the following circumstances:

• The Item has not been received by Buyer;
• The Item was defective and/or damaged on delivery;
• Seller has delivered an Item that does not match the agreed specification (e.g. wrong size, colour, etc.) to Buyer;
• The Item delivered to Buyer is materially different from the description provided by Seller in the listing of the Item; or
• By way of private agreement with Seller and Seller must send his/her confirmation to One Roof confirming such agreement.

One Roof will review each Buyer’s application on a case-by-case basis and, in its sole discretion, determine whether Buyer’s application is successful.

When One Roof receives an application from Buyer for the return of the Item and/or refund, One Roof will notify Seller in writing. Seller may respond to Buyer’s application according to the steps provided by One Roof in the written notification.

Seller must respond within the time-frame stipulated in the written notification (the “Stipulated Period”). Should One Roof not hear from Seller within the Stipulated Period, One Roof will assume that Seller has no response to Buyer’s application and will proceed to assess Buyer’s application without further notice to Seller.

One Roof will review each Seller’s response on a case-by-case basis and, in its sole discretion, determine whether Buyer’s application may be successful against the circumstances stated by Seller.

To enjoy a hassle-free experience when returning the Item, the Buyer should ensure that the Item, including warranties, tags, manuals and any complimentary items such as accessories that come with the Item must be returned to Seller in the condition received by Buyer on delivery. We will recommend the Buyer to take a photo of the Item upon receipt. The item must be in new condition and must not have been used or installed. All sealed items must not have been opened. Please note that for hygienic and logistical reasons, some items are not returnable. You must also retain a proof of purchase (order number, buying invoice, delivery note, bank statement).

With respect to return-related matters, relevant laws and regulations shall prevail over the terms and conditions suggested by sellers.

The Buyer and Seller will discuss and mutually agree on who will bear the logistic cost and other applicable fees of returning the Item. Return costs shall be borne by the party attributable to the return request, such as:

• the buyer, where the return is due to his/her change of mind; and
• the seller, where the return is due to the defects in the item, delivery delay or delivery of the wrong or different item.

The refund process only begins after One Roof has received confirmation from Seller that Seller has received the returned item and has completed evaluating your product. This quality evaluation period may last up to 5 business days. Once the refund is approved and processed, it may take 2 to 14 business days for the amount to be reflected in your bank account depending on your local bank policies.

The refund will be made to Buyer’s credit/debit card or designated bank account, whichever is applicable.

One Roof encourages Users to communicate with each other in the event where problem arises in a transaction. As One Roof is a platform for Users to conduct trading, Buyer should contact Seller directly for any issue relating to the Item purchased.