Supermallz | Return and Refund Policy

Return shipping is free on your first return of one or multiple returnable items for EVERY order within the return window. However, please note that a pickup return method may charge an additional fee.

If you need to return an oversized or overweight item or if you are returning items from a remote area, you may be required to send the items back on your own. You will need to pay the shipping cost upfront, but you can contact us for reimbursement. Once the items have been returned and passed our quality inspection, we will reimburse you.

When you apply for a return, you may be offered the option to receive a partial refund without returning the item(s). If you accept this offer, one free return will automatically be deducted from the number of free returns available for this order.

If you have already returned items from an order and wish to return additional items from the same order, you can still do so, provided the return window has not closed. We recommend that you try to send back all your return items in one shipment to avoid additional fees. This will also help minimize the environmental impact of multiple returns.

For the second and subsequent returns from the same order, you can use the return label we provide. A shipping fee of $7.99 plus tax (based on your shipping address) will be deducted from your refund. Tax will be added once you apply for the refund.

You can find your return label in two different locations in "Your Orders".

• Click on "All Orders" → "Print your return label and start return" → click on "Print return label"
• You may also click "Returns" → "Print return label" → to download and print your return label.

4. How long do I have before making a return?

You can return items within 90 days of purchase, with some exceptions:

1. Items that can't be returned:
   • Clothing items that have been worn, washed, or damaged after delivery, or have had their tags or hygiene stickers removed.
   • Grocery and food products.
   • Health and personal care items.
   • Some free gifts.
   • Some customized products.
   • Some underwear orders.
2. Electronics return window: The return window for most electronics is 45, 60, or 90 days from the date of purchase depending on the provider.

If an item is eligible for a return and refund, you may return it within the return window. You must send your return package back within 14 days of submitting your return request. You cannot return items after the return window has closed.

5. Refunds

1. Advanced refund: You may receive an advanced refund, where we will issue the refund after you have dropped off your return package. If we don't receive the returned items, we may charge your original payment method. The advanced refund will be granted based on your shopping history and at our sole discretion.
2. Instant refund: You may receive an instant refund, where we will issue the refund before you have returned the items. If we don't receive the return items, we may charge your original payment method. The instant refund will be granted based on your shopping history and at our sole discretion.
3. Refunds after inspection: For refunds of returned items, we will process your refunds after we receive the items and they pass quality inspection.
4. Damaged or incomplete returns: Please note that if the returned item is used, damaged, missing parts/accessories, or was damaged due to improper packaging during return shipping, the refund will be reduced to compensate for the lost value of the item.
5. Refunds for missing items: Find the corresponding order in the support center, then select "missing item/parts" to apply for a refund, or contact customer service/the provider for help.
6. Refunds for package showing delivered but not received: Find the corresponding order in the support center, then select "package shows delivered but not received" to apply for a refund, or contact customer service/the provider for help.
7. Refund time: Depending on your financial institution, refunds can take 5-14 business days (up to 30 days) to be credited to your original payment account. The original shipping fee is not refundable if your return is not a result of Supermallz's or the provider's fault. The insurance costs, if any, are also non-refundable.
8. Supermallz credits instead of refund: You can choose to accept Supermallz credits instead of a refund to the original payment method.
   • Refunds to Supermallz credits are faster than your original payment method.
   • Supermallz credits have no expiration date.
   • Refunds to Supermallz credit typically cannot be reversed once they are processed.
   • Typically, Supermallz credits cannot be redeemed for cash and can only be used for purchases on Supermallz.

For more information about Supermallz credits, please visit: About credit balance.

6. Refund Timeline

Once we issue your refund, it takes additional time for your financial institution to make funds available in your account. Refer to the following table for more details.

7. Important Notice

1. The sender's address on your package is NOT the return address. If you send the return package to that address, the processing time for your return may be delayed. You should only send the return package to the address on the return label we provide.
2. Please make sure that you do NOT accidentally include any items in your return package that you do not wish to return. If you have accidentally included a wrong item, please contact Customer Service. We cannot promise that wrong items will be found and returned, and we do not store or provide refunds for such items.

If you have any questions regarding returns or this policy:

• For items shipped from Supermallz: please contact our customer service.
• For items shipped from providers: please reach out to the provider by navigating to "Return Details" and selecting "Contact the provider."