Return Policy

1. Introduction

Mall24 wants customers to receive products that are correct, safe, functional, and as described. This Return Policy explains when products may be returned, how return requests are reviewed, and what conditions apply.

2. Return Eligibility

A product may be eligible for return if the wrong item was delivered, the item is damaged on arrival, defective, expired, materially different from the description, incomplete or missing important parts, counterfeit, not genuine, or otherwise fails to meet reasonable quality expectations.

3. Return Request Period

Customers should report return issues as soon as possible after delivery. Unless a longer period is stated for a specific product, return requests should normally be submitted within 24 hours for perishable items, food, fresh products, or short shelf-life items; 48 hours for damaged, wrong, expired, or incomplete items; and 7 days for eligible general merchandise. Warranty-covered products may follow the applicable manufacturer or vendor warranty period.

4. Non-Returnable Items

Some items may not be returnable unless defective, wrong, expired, damaged on arrival, or required by law. These may include perishable goods after acceptance, food and grocery items after delivery, personal hygiene products, opened cosmetics or health-related items, underwear or intimate items, customised products, digital goods, vouchers, airtime, sealed items opened after delivery, customer-damaged items, and items without required packaging.

5. Product Condition

Returned products should be in their original condition where possible, with original packaging, tags, labels, manuals, accessories, and invoice where applicable. Products should not be used beyond reasonable inspection and should not be damaged, altered, repaired, washed, installed, or modified by the customer.

6. Return Process

To request a return, the customer should contact Mall 24 support through the app, website, phone, WhatsApp, or email; provide the order number, product name, issue description, and photos where possible; wait for review and instructions; keep the item safely; and follow collection or drop-off instructions.

7. Return Collection or Drop-Off

Depending on location and product type, Mall 24 may arrange collection, request customer drop-off, or coordinate with the vendor. Return logistics may depend on location, delivery availability, product size, and customer cooperation.

8. Return Fees

If the return is caused by Mall 24, the vendor, wrong delivery, defective product, expired item, or damage on arrival, Mall 24 or the vendor may cover reasonable return logistics costs. If the return is due to the customer's change of mind, incorrect order, wrong address, refusal without a valid reason, or customer-caused issue, return logistics fees may be deducted or charged separately.

9. Return Decision

After review, Mall 24 may approve replacement, repair, refund, store credit, partial refund, or rejection where the return is not eligible. Decisions will be made fairly based on product condition, vendor terms, customer rights, and platform rules.

Contact

Email: [Insert Support Email]

Phone/WhatsApp: [Insert Phone / WhatsApp Number]

Address: [Insert Business Address]

Website: https://mall24.app