FAQ
Most frequent questions and answers
For most items you purchase on Akstra.com.sg, you may request returns within the 30-day return window. This policy is in addition to, and does not affect your rights under the Consumer Protection (Fair Trading) Act, including any rights you may have in respect of faulty items.
Products are returnable on Akstra.com.sg within the applicable return window for any reason on Akstra.com.sg. When you return an item, you may see an option for a refund or replacement. Replacements are only available for items that are sold and fulfilled by Akstra SG – see About Replacements and Akstra Refunds Policy.
Damaged/defective or any Akstra error returns will receive a full refund including a refund of original shipping charges. Subject to Akstra management discretion. Unless otherwise stated, original shipping charges will not be refunded on returns due to customer choice/error.
Unless the item was defective, a return will be processed only if:
- it is determined that the product was not resized, damaged or otherwise altered after delivery while in your possession;
- the product is not different from what was dispatched to you;
- the product is returned in original condition (with brand’s/manufacturer’s box, price tag intact, user manual, warranty card and all the accessories therein); and
- does not contain products which are not suitable for return due to health protection or hygienic reasons, or which are, after delivery, inseparably mixed with other items
If you return a product that is different from what was dispatched to you, we do not take any responsibility for the incorrect product sent to us and may not be able to return the incorrect item that has been sent as part of the return.
Removal of Personal Information:
If you are returning an item where personal information pertaining to you and/or a third-party may be saved (e.g., an electronic item), you must erase this information completely prior to sending the item back to us. You will be fully responsible for any data breach that may occur if you fail to do so.
For items fulfilled by Akstra, we do not accept returns of the following:
- Items classified as hazardous materials or items that use flammable liquids or gases
- Online subscriptions after they have been accessed
- Gift Cards (except as required by law)
- Certain health and personal care items (Eg: Face Masks, Surgical Masks, Face Shields)
Shipping options under Akstra Supported Logistics include:
- SingPost (Speedpost Economy)
- Ninja Van
- J&T Express
- UrbanFox
- uParcel
⚠️ NoteShipping fees will also be charged separately for products from different sellers.
Can I change my shipping option?
To view shipping updates for your orders, go to the My Account tab on Akstra > Select To Ship or To Receive under My Purchases > Select shipment status of your order > View all shipping updates.
When you return an item, your eligibility for a refund and how your refund is issued may differ based on a number of factors, including how long you have had the item, how the item was purchased and the reason for the return.
How Refunds Are Issued
Once you have returned your item, a refund will be issued after we receive the item, or after the seller notifies us of receipt of return (in case of items sold and fulfilled by a third-party seller). Most refunds are issued based on the payment method used at the time of purchase.
Note: After the carrier has received your item, it can take up to 5 days for us to receive and process your return.
Refunds or Gift Returns: If you’re a gift recipient and have returned your gift in line with our Gift Returns process, Akstra will process your refund as an Akstra Gift Card. The Akstra Gift Card will be added directly to the account you used to initiate your return so that you can easily track the remaining balance on the Akstra Gift Card. The Akstra Gift Card will be added to your account after we receive your return, as per the Akstra Gift Card refund timelines mentioned in the table above.
Note:
If the returned product is not in the original condition, or returned after the return window, you will be partially charged for the product price based on the following applicable policy:
Track Your Refund
To check the status of your refund:
Go to Your Orders in Your Account.
Click View Return/Refund status next to the order.
In the event that you receive a damaged/defective item, please note that Akstra has a 7 day Return Policy
Under this policy, you may return the damaged item and receive a refund. Please return your item in its original packaging as much as possible. If original packaging is damaged or not available, you can wrap the item with another layer of packaging. i.e carton box, cling wrap, plastic bags to avoid damage during transportation of your item.
If you receive incomplete items(‘missing items’ or ‘items delivered but not received’) follow the instructions below when filing for a refund request via Akstra Website.
Requests must be submitted within 7 days. After filing for the request, you can track the status of your request.
If you receive notification that your card has been declined, you must contact the bank that issued the card to find out why.
Only your bank can tell you why your card has been declined. The following are a few possible reasons why your payment may have been declined:
- Incorrect payment information entered on your order: Did your billing address recently change or did you get a new card with a new expiry date? If yes, please update the latest information on Your Account. If you entered a new payment method, make sure you entered the number and other information correctly.
- Your bank’s security policies: Your bank may flag unexpected activity on your account. This includes first time orders and high value purchases, regardless of the amount of funds available (or credit limit). Your bank may require your verbal authorisation to proceed with a transaction.
- Daily withdrawal or purchase limits assigned by your bank: Most banks have limits on how much money can be charged or accessed in a single day. If you exceed this daily amount, your bank may block your account from any further activity regardless of available funds in the account. Your bank may require you to request a higher purchase limit to complete the transaction.
- Insufficient funds due to funds reserved for payment authorisations: If you make changes to your order, cancel items, or an order consisting of multiple items is dispatched in more than one delivery, your card may be authorised for each charge and funds may be reserved against your account for each authorisation. Some banks hold these authorisations for up to 7 business days. If your payment is declined due to the lack of available funds, you may need to confirm from your bank if the reserved funds are authorisations and verify the amount of time they hold authorisations.
If you placed an order on Akstra and your card was declined, we’ll send you an e-mail asking you to submit your card details again. If the card is again declined, the order will be cancelled. If you still want to purchase the item, you’ll need to place another order.
Secured Payment Gateway
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Credentials & Accolades of Products
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Terms & Conditions
General terms and conditions for promotions on Akstra website
- Promotion discount may be availed only once per customer
- Offer may be valid for selected categories only
- There may be a minimum spend required to avail the promotional discount
- There may be an applicable on the discount value
- Some promotions may have a cap on the number of units purchasable
- Offer may not be combined with any other offer or discount and will not be valid for affiliate reward
- All promotions are applicable for a limited time only
- Some promotions may not be redeemable on mobile/apps
- Offer is not valid for corporate purchases or resellers, Akstra reserves the right to cancel suspicious orders without prior notice
- Offers are subject to change, and are based on individual merchant’s terms and conditions
- Any taxes are the sole responsibility of the purchaser
Vouchers & promotion
1.1 By using digital voucher(s) or gift card(s) bought from Akstra (the “Digital Good(s)”), you agree to be bound by these digital vouchers and gift cards terms and conditions (the “Digital Goods Terms”), in addition to the Terms of Use for the Akstra.com.sg website, which are incorporated by reference into these Digital Goods Terms.
1.2. For the avoidance of doubt, capitalised terms used and not defined herein have the same meaning as given to such terms in the Terms of Use. In the event of a conflict between the provisions of the Digital Goods Terms and the Terms of Use, the provisions of the Digital Goods Terms shall prevail.
1.3. Customers should refer to the Digital Good or its Product Details Page (as defined below) for any Seller specific terms and conditions and expiry dates.
Loss or theft of digital goods
Once purchased, the Digital Good is the responsibility of the Customer and any Digital Goods, including accompanying pin codes, that are lost or stolen shall not be replaced.
Redeeming digital goods
3.1. Instructions on how to redeem a Digital Good may be made available on the product details page of the relevant Digital Good, under akstra.com.sg website (the “Product Details Page”).
Customer’s obligations
4.1. The Customer acknowledges and agrees that:
4.1.1. Digital Goods can only be redeemed within the period of time specified on the Product Details Page;
4.1.2. Digital Goods cannot be redeemed on certain black-out dates or promotion dates set by Akstra;
4.1.3. The Customer shall not use Digital Good(s) or permit the use of Digital Good(s) in any manner which may adversely affect other Customers’ use of Digital Good(s) and/or any other Service provided to such Customers, as Akstra may reasonably determine;
4.1.4. Digital Goods are offered to the Customer on an “as is” basis;
4.1.5. Use of the Digital Good constitutes acceptance of these Digital Goods Terms;
4.1.6. The Customer is responsible for all information the Customer submits, transmits or otherwise make available during the purchase or redemption of any Digital Good;
4.1.7. Akstra expressly excludes any guarantee, representation, warranty, condition, term or undertaking of any kind, express or implied, statutory or otherwise or any representations or warranties arising from usage or custom or trade or by operation of law, including (without limitation) as to the sequence, originality, correctness, completeness, accuracy, timeliness, currency, noninfringement, merchantability or fitness for any particular purpose in relation to any Digital Goods;
4.1.8. Akstra to the fullest extent permitted by law excludes all warranties, rights and remedies (including warranties implied by statute or otherwise) that the Customer would otherwise be entitled by law.
Refunds, exchange and cancellations
5.1. Any Digital Goods bought cannot be returned, refunded, or cancelled on the Customer’s request after purchase.
5.2. Issued Digital Goods cannot be exchanged for cash. Each Seller may have its own policy on exchange of issued Digital Goods.
5.3. Replacement of the Digital Good may be allowed, at Akstra’s discretion, if there is a systemic failure on Akstra’s part.
5.4. Exchange of a Product or Service purchased using a Digital Good shall be subject to the Seller’s terms and conditions.
5.5. Akstra reserves the right to cancel or reject the use of any Digital Goods at its sole discretion, including without limitation, where it deems or suspects that any transaction is fraudulent.
Availability of digital goods
6.1. The Customer acknowledges that purchase or redemption of Digital Goods are subject to resource availability, including, without limitation, availability of Akstra.com.sg website.
6.2. Akstra does not make any warranty on the performance and capability of the Akstra.sg website or the Akstra mobile app.
6.3. The Customer accepts and acknowledges that Akstra may suspend, terminate and/or discontinue the purchase or redemption of the Digital Goods in its sole and absolute discretion without prior notice and without any liability whatsoever to the Customer.
Use and disclosure of data
7.1. The Customer agrees that Akstra shall be entitled to use or disclose any information or data disclosed by the Customer in accordance with Akstra’s Privacy Policy. The Customer is entitled to withdraw such consent in the procedure as prescribed by Akstra from time to time.
7.2. Order fulfilment in relation to Digital Goods may be handled by a partner, in which case Customers may receive direct communication of Digital Good pin codes from the partner.
Miscellaneous
8.1. The rights and protections conferred on Akstra under these Digital Goods Terms shall be additional to the rights and protections conferred on Akstra under the Terms of Use, Privacy Policy as well as such other terms and conditions as may be agreed to or accepted by the Customer.
8.2. Any clause in the Digital Goods Terms, Terms of Use, Privacy Policy and other terms and conditions as may be agreed to or accepted by the Customer that is invalid, unenforceable or illegal shall be enforced as nearly as possible in accordance with its terms, but shall otherwise be deemed severed and shall not affect the enforceability of any other clauses, which clauses shall continue to be valid and enforceable to the fullest extent permitted by law.
8.3. Akstra reserves the right to alter, modify, add to or otherwise vary these Digital Goods Terms from time to time, and in such manner as Akstra deems appropriate. The Customer shall be bound by the terms and conditions so amended. In any event, if the Customer continues to use the Digital Goods after such amendment, the Customer shall be deemed to have accepted the amendments.