An e-commerce platform won't process my refund. What are my options?

What the Law Says

The Consumer Protection (Fair Trading) Act (CPFTA) gives you rights when buying from e-commerce platforms in Singapore — including the right to refunds for defective, unsafe, or misrepresented goods or services.

Under the CPFTA, sellers must not engage in 'unfair practices', such as making false claims about a product or refusing a refund when legally required. If goods are not of acceptable quality, do not match their description, or fail to meet promises made by the seller, you may request a repair, replacement, or refund.

While the CPFTA does not set a universal deadline for refunds, courts and tribunals generally expect sellers to resolve complaints promptly — typically within 30 days of notification for defective goods. The Act also empowers consumers to seek remedies through formal channels if informal resolution fails.

Statutory Text

It is an unfair practice for a supplier to represent that goods are of a particular standard, quality, grade, style or model, if they are not.

— Consumer Protection (Fair Trading) Act, s. 4(b) — Unfair practices

Statutory Text

It is an unfair practice for a supplier to refuse to accept the return of goods or to refund the purchase price of goods, where the goods are defective or do not conform to the contract of sale.

— Consumer Protection (Fair Trading) Act, s. 4(e) — Unfair practices

What to Do

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