Return and Refund Policy for Merchants-Partners
This Return and Refund Policy for Merchant-Partners (“Policy”) forms part of and is to be read together with the Grab Marketplace Agreement or GrabMart Marketplace Agreement and any additional terms that apply to your use of the Platform service (together, the “Agreement”). Notwithstanding the variation clause stated in the Grab Marketplace Agreement / GrabMart Marketplace Agreement, Grab may vary and amend the terms of this Policy from time to time (including but not limited to the refund and return procedures) with or without advance notice to the Merchant-Partner; where applicable or permitted by the applicable law or regulation, such updates do not necessitate the Merchant-Partner’s formal agreement. For avoidance of doubt, this Policy applies to all Merchant-Partners utilizing Grab’s Platform. In the event of any conflict or inconsistency between the terms of this Policy and those of the Grab Marketplace Agreement / GrabMart Marketplace Agreement, Merchant-Partners acknowledge and agree that the stipulations set forth in this Policy shall take precedence.
RECITALS
● WHEREAS, Grab serves as the operator of the Platform, which enables Consumers to purchase Products offered and sold by Merchant-Partners;
● WHEREAS, Grab has established a standardised return and refund framework applicable to transactions conducted through the Platform, with the objective of providing clarity and consistency in the handling of return and refund requests;
● WHEREAS, each Merchant-Partner agrees to be bound by this Policy as a condition of its participation in, and access to, the return and refund processes made available through the Platform.
NOW, THEREFORE, the parties agree as follows.
1. Definitions
“Policy” means this Merchant Return and Refund Policy agreement, including any subsequent updates, amendments, or schedules published by Grab.
“Merchant-Partner (s)” means any third-party seller or retail partner utilizing the Platform to list, market, sell, and fulfill products to Consumers.
“Consumer(s)” means an end-user who accesses the Platform and places an order to purchase Products offered and sold by a Merchant.
“Platform” means Grab’s proprietary marketplace, mobile applications, and e-commerce software platforms through which Merchant-Partners list Products and Consumers transact.
“Product / Products” means the retail goods, merchandise, or physical items offered, sold, and fulfilled by a Merchant-Partner via the Platform.
“Grab Marketplace Agreement” / “GrabMart Marketplace Agreement” means any valid iteration of the Marketplace Agreement signed between Grab and the Merchant-Partner governing the Merchant-Partner’s overall participation on the Platform.
“Clause” means the specific numbered sections, subsections, or structural clauses contained within this Policy.
“Stock Keeping Unit” or “SKU” means the unique alphanumeric identifier used to track a specific item, variation, or product type listed on the Platform.
2. Purpose and Scope
The primary objective of this Policy is to establish a comprehensive and standardised return and refund framework for the Platform, enhancing the Consumer experience through clear, predictable outcomes while upholding Merchant fairness.
3. Eligible Reasons and Refund Determination
(a) Merchant-Partners acknowledge and agree that a Consumer may initiate a return or refund request through the Platform for the following reasons, including but not limited to, and subject to the applicable requirements determined by Grab from time to time:
● Undelivered Product: The Product is not received by Consumer even with a “delivered” status or the delivery timeline has been exceeded;
● Unauthorized Access: The Product package shows signs of being tampered with or mishandled by third parties during transit;
● Compromised Packaging: The external packaging is visibly crushed, wet, torn, or dented;
● Physical Damage: Products have arrived in a broken, scratched, or dented state, including instances of spillage;
● Incomplete Product: One or more Products, essential components, accessories, or free gifts which part of the order are missing;
● Incorrect Product: The delivered Product does not correspond to the order placed, including discrepancies in model, size, color, specification, or SKU;
● Functional Defect: The Product is inoperable or fails to perform its intended function;
● Expired Product: The provided Product has already passed its expiration date or ‘best before’ date at the time of arrival;
● Counterfeit Products: The Product is determined to be non-genuine or an unauthorized replica;
● Description Mismatch: There is a significant deviation between the Product received and the listings specifications or images displayed on the Platform;
● Other Consumer-related Reasons as determined by Grab from time to time.
(b) Merchant-Partners agree that Grab reserves the sole and absolute discretion to:
(1) determine whether a return or refund request is eligible, including establishing, applying, and interpreting the criteria for return eligibility, refund eligibility, or direct refund approval;
(2) decide if a refund requires the physical return of the Product or if a direct refund (without requiring return) is appropriate, depending the nature of the claim, the category of the Product, and operational considerations; and
For example: Products that are classified as non-returnable that cannot be sent back to Merchant-Partners. Such Products may qualify for a direct refund where the Merchant is found responsible.
(3) determine Products that fall under the non-returnable categories from time to time.
For the avoidance of doubt, Products classified as non-returnable may nonetheless qualify for a direct refund where Grab determines that the Merchant bears responsibility for the issue giving rise to the refund request.
(c) Return and refund eligibility also applies to promotional Products bought with promotional discounts. However, Products provided as complimentary gifts without specific purchase requirements.
(d) Certain perishable or non-perishable Products that upon being opened, used, or unsealed by the Consumer may be deemed as a safety or hygiene hazard towards the Merchant-Partner and/or third-parties are herein deemed Hygiene-Sensitive or Safety-Critical. Products that are deemed Hygiene-Sensitive or Safety-Critical cannot be returned if they have been opened, used, or unsealed.
(e) Change of mind, buyer’s remorse, or cancellation due to a change of preference is not an eligible return or refund reason under this Policy, unless required by relevant laws and regulations or expressly made available in the Grab Platform.
4. Rejectable Returns (Post-Approval Quality Check Inspection)
(a) Conditions of Rejectable Returns: A return is rejectable, if any of the following conditions apply:
(i) Product Mismatch: Returned Product does not align with the purchased Products in terms of SKU, model, size, color, material, or version, and/or contains missing, damaged, or altered serial numbers, security seals, tags, factory packaging, or original labels.
(ii) Functional Failure or Damage: Returned Product is not in working or good order (except for claims involving defects, expiration, counterfeits, or transit damage).
(iii) Shortage in Quantity: The number of Products returned is less than what was ordered, despite the Consumer requesting a total refund for the entire transaction.
(iv) Non-compliant or Incomplete Substitutes: The Consumer returns irrelevant third-party products, used substitutes, counterfeits, or damaged Product not originally sold by the Merchant instead of the actual ordered Products.
(v) Void Shipments: The Merchant receives Products that are completely empty, filled only with packing/padding materials, or consist entirely of unrelated personal belongings instead of the specific Product ordered.
(vi) Hygiene-sensitive or Safety-Critical: The Merchant receives an opened, used, or unsealed Product that is determined as hygiene-sensitive or safety-critical.
(vii) Omission of Essential Components & Bundles: The Consumer retains essential original matching components, bundled official accessory sets, or warranty cards that came with the original order, failing to return them alongside the main products.
(viii) Insufficient or Inconclusive Evidence: Based on Grab’s investigation and validation, the Consumer’s claim cannot be processed because the required photo or video evidence was either not provided or did not meet our verification standards. This includes but not limited to evidence that is low quality: Blurry, dark, or failing to clearly show the product or defect; or altered or misrepresented: Edited, enhanced, or generated using software or AI tools.
Grab reserves the right to determine other conditions under which a rejection is permitted, subject to its investigation and applicable laws and regulations.
(b) Quality Control Procedures for Returned Products: Upon receipt of returned Products, Merchant-Partners are granted a 48-hour window to perform quality control to determine whether the returned Product is acceptable for a refund or not. Refund claims may be denied during this period if any conditions in this Clause 4 are applicable. Grab will then investigate the Merchant’s rejection and the provided evidence to issue a final decision on the refund dispute.
5. Direct Refund Thresholds
a. To streamline the refund process, Merchant-Partner agrees that Grab may determine direct refund thresholds; a Product value limit that determines whether a Product is eligible for an automatic refund without a return.
b. For any claim where the total Product value (unit price multiplied by quantity) falls within this limit, automated refund processing will be triggered upon the Consumer’s request.
c. Requests exceeding the designated threshold are subject to a formal Merchant approval before the refund can be finalized.
6. Return Shipping Costs
(a) Costs Charged to the Merchant-Partner:
Return shipping costs will be charged to the Merchant-Partner for successful returns arising from the Merchant-Partner’s negligence, including but not limited to defective Products, wrong and/or improper packaging, handling incorrect product, and other merchant-related issues.
(b) Costs Not Charged to the Merchant:
Merchant-Partners will not be liable for return shipping fees under the following circumstances:
● unsuccessful delivery of the returned Product;
● damage to the returned Product resulting from logistics errors during transit;
● returns categorized as consumer-related reasons, in which case the Consumer shall be responsible for such costs;
● instances where the Merchant elects to provide a refund without requiring the physical return of the Product.
(c) Costs Borne by Grab:
● Grab may, at its absolute discretion and on a case by case basis, offer a temporary subsidy to cover return shipping costs. Any such subsidy:
○ does not create a continuing obligation;
○ does not constitute a waiver of Grab’s rights, and
○ shall not be construed as establishing any precedent.
The duration of such a subsidy remains entirely at Grab’s discretion.
● Grab will assume responsibility for return shipping costs in the event of :
○ a failed pick-up by Grab’s delivery partners, such as when a delivery partner cannot locate the Product or the Consumer is unavailable at the designated time.
○ a Consumer returns an incorrect Product, in which case the refund request shall be rejected and no further return attempts shall be facilitated.
● For the avoidance of doubt, regarding return shipping cost:
○ Grab’s assumption of return shipping costs shall be limited strictly to the shipping costs themselves; and
○ Grab shall not be liable for any indirect, incidental, or consequential losses, including loss of profits, business interruption, or reputational harm.
Grab reserves the right to revise, reallocate, or discontinue the assumption of return shipping costs in accordance with updates to its policies or operational requirements.
7. Return and Refund Process
Merchant-Partners acknowledge and agree that Grab maintains absolute discretion to implement return and refund procedures that may deviate from the protocols specified below. This authority applies to all claims or requests initiated by either Merchant-Partners or Consumers and will be exercised based on the specific evidence submitted and the underlying justification for the claim or request.
(a) Upon a filed return or refund request from a Consumer, Grab will review the evidence submitted, and depending on the reason for the request, Grab may take any of the actions set out below:
(1) Delivery-Related Issues: Where the request arises from a delivery-related issue, Grab shall issue a full refund to the Consumer via the original payment method, provided the claim is justified based on Grab’s evidence validation and investigation (if applicable), and no rejection claim nor dispute from the Merchant. Refunds issued under this section shall be final, subject to Grab’s verification, and shall not be reversed unless fraud, abuse, or material misrepresentation is subsequently identified.
(2) Merchant-Related Reasons: Where the request arises from a merchant-related issue (e.g., defected Products):
● If the total Product value is below the direct refund threshold, Grab shall issue a full refund where the request is, provided the claim is justified based on Grab’s evidence validation and investigation (if applicable).
● If the total Product value is at or above the direct refund threshold, the Merchant shall review the claim or request within forty-eight (48) calendar hours and determine whether a return is required before a refund is processed or a direct refund is approved. In such case:
○ if the Merchant-Partner fails to make a determination within the said period, Grab shall be entitled to determine the matter (resorting to requiring return or proceeding with a direct refund); and
○ if the Merchant rejects the request, the Consumer may raise a dispute to Grab.
(3) Other Reasons: Where the request arises from “Other Reasons”, the Merchant-Partner shall review the request within forty-eight (48) calendar hours and determine whether a return and refund is approved. In such case:
● if the Merchant fails to make a determination within the said period, Grab shall be entitled to determine the matter; and
● if the Merchant rejects the claim or request, the Consumer may raise a dispute to Grab.
(b) Refund Processing: Once a full refund is approved, the refund shall be processed automatically, and the Consumer shall be notified of its status.
(c) Return and Pick-Up: Where a return is approved, the Consumer may arrange for pick-up by Grab’s delivery partners, subject to the following:
(1) the return destination shall default to the Merchant-Partner’s original store location;
(2) pick-up time slots shall follow the Merchant-Partner’s store operating hours, accounting for any temporary suspension of operations;
(3) Products returned in error shall not be returned to the Consumer;
(4) where a pick-up is unsuccessful / cancelled by the delivery partner, the Consumer may rebook the pick-up within three (3) days of the cancellation by the delivery-partner and Grab shall bear the applicable shipping cost; and
(5) where the Consumer returns the wrong Product, no second pick-up trip shall be made, Grab shall bear the shipping cost, and no refund shall be released.
(6) To avoid any confusion, risk of loss or damage to returned Products shall remain with the Consumer until the Product is successfully collected by Grab’s delivery partner, and thereafter shall transfer in accordance with Grab’s delivery policies.
(d) Merchant Inspection and Refund Release.
Upon receiving the returned Product, the Merchant shall have forty-eight (48) hours to inspect the Product. The following shall apply:
(1) the refund shall be released to the Consumer upon the Merchant’s acknowledgement of drop-off;
(2) if the Merchant does not respond within the said forty-eight (48) hour period, the return shall be deemed approved; and
(3) if the returned Product is found during the quality check period to fall under any condition as outlined in Clause 4, the Merchant may reject the refund claim, and the matter shall be immediately escalated as a dispute.
8. Disputes & Claims
(a) Grab reserves the right to:
(1) require Consumers and Merchant-Partners to provide evidence, including photos and videos, to support or deny any return or refund claims; and
(2) periodically determine the types, formats, submission requirements, and delivery methods for evidence provided by Consumers and Merchant-Partners in regards to any requests, claims, and disputes. Grab will communicate the specific evidence necessary to substantiate or challenge a claim to the involved parties, based on the nature of the particular dispute.
(b) Merchant-Partners authorize Grab to review and validate any evidence provided by Merchant-Partners and Consumers.
(c) Merchant-Partners may appeal or object to any return or refund outcome determined by Grab, including when a Consumer disputes a Merchant’s rejection. The objection must be submitted through the Platform within seven (7) days of the date the outcome was communicated. Following review, Grab’s decision shall be final, subject to applicable law.
(d) Grab retains exclusive authority to approve or deny any claims and disputes, whether filed or raised by Consumers or Merchant-Partners, and to resolve any claims and disputes based on its internal investigations and the evidence provided.
(e) Merchant-Partners agree and acknowledge that Grab’s adjudications are final and conclusive. Any decisions made by Grab upon a claim or dispute shall be notified to the relevant parties (the Consumer and Merchant).
9. Obligation to Address Return Submissions Within 48 Hours
(a) Merchant-Partners must act on refund and return requests from Consumers within a 48-calendar-hour period by formally approving or declining the application. Should a Merchant-Partner fail to provide a response within the mandated 48-hour timeframe, Grab is authorized to resolve the claim on the Merchant’s behalf at Grab’s sole discretion.
(b) Following an approval, Merchant-Partners may proceed with a direct refund, provided the amount is within their determined direct refund threshold, or otherwise instruct the Consumer to facilitate a physical return of the Products.
(c) In instances where a request is denied, the Merchant-Partner is obligated to provide comprehensive reasoning and valid evidence, including a clear explanation of the grounds for rejection and supporting visual proof such as videos or photographs (subject to Clause 8.a.(2)).
(d) If a Consumer disputes a Merchant-Partner’s rejection, Grab shall review the dispute and Grab’s determination shall be final, subject to applicable law. Grab reserves the right to take disciplinary action under the Grab Marketplace agreement / GrabMart Marketplace Agreement where Merchant-Partner exhibits a pattern of unreasonable or bad-faith rejections across multiple requests.
10. Return Delivery Acceptance and Operating Hours:
(a) Merchant-Partners are responsible for maintaining accurate and current business hours in their records.
(b) Consumers are permitted to start return delivery requests during these specified hours without obtaining prior Merchant approval.
(c) All returned Product must be sent back to the original retail location.
11. Liability for Shipping Fees & Product Loss
Merchant-Partners are liable for all Product losses and shipping-related costs when a refund or return is attributed to Merchant-Partner error. While Grab may provide, at its sole discretion, temporary subsidies for shipping fees, the responsibility for any loss of Products remains solely with Merchant-Partners. To avoid any confusion, to the maximum extent permitted by law, Grab shall not be liable for any indirect, incidental, consequential, or economic losses arising from any return or refund process.