This Refund Policy explains when Mall24 customers may receive a refund, how refunds are processed, and what timelines apply. Refunds may apply where an order is cancelled, a return is approved, a product is unavailable, a payment is duplicated, or a valid issue is confirmed.
A refund may be approved where the product is unavailable after payment; the order is validly cancelled before processing or dispatch; the wrong item was delivered and replacement is unavailable; the item is defective, damaged, expired, incomplete, or materially different from the description; delivery failed due to Mall 24 or vendor fault; duplicate payment is confirmed; or Mall24 determines that refund is fair.
Refunds may be rejected where the customer provided wrong delivery information, refused delivery without valid reason, damaged the item after delivery, used or altered the product, missed the return period, purchased a non-returnable item without proven defect or error, cannot provide reasonable proof of purchase, submitted a false or abusive claim, received a completed service, or redeemed digital goods, vouchers, airtime, or similar items.
Refunds may be issued through the original payment method where possible. Depending on the payment channel, refunds may be made by bank transfer, mobile money, card reversal, wallet balance, store credit, or approved cash refund. Mall24 may request accurate refund details from the customer.
Approved refunds will normally be processed within 7 to 14 business days after approval. Actual receipt of funds may depend on banks, card networks, mobile money providers, payment gateways, public holidays, verification requirements, and payment provider processes.
Mall24 may issue a partial refund where only part of an order is affected, some items are missing, the product has a minor issue and the customer agrees to keep it, fees are non-refundable under the circumstances, or the product was used or partially consumed before the issue was reported.
Delivery fees may be refunded where the issue was caused by Mall24, the vendor, or the delivery partner. Delivery fees may not be refunded where the customer changed their mind, provided incorrect address details, refused delivery, or was unavailable after reasonable delivery attempts. Service, payment processing, or convenience fees may be non-refundable unless required by law or approved by Mall 24.
Customers should contact Mall 24 first before raising a chargeback or payment dispute with a bank or payment provider. If a chargeback is raised, Mall 24 may pause refund processing until the payment provider or bank completes the investigation. Fraudulent chargebacks or false claims may result in account restrictions or legal action.
Email: support@mall24.app
Phone/WhatsApp: +211918848197
Address: Juba | South Sudan
Website: https://mall24.app
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