DHUMALL RETURN AND REFUND POLICY

1. Eligibility for Returns/Refunds

• 1.1 Subject to these Terms and Conditions and the DhuMall Terms of Service , a Shopper may be eligible for a return of the purchased Item(s) and/or a refund.
• 1.2 DhuMall Guarantee: The DhuMall Guarantee is a service provided by DhuMall to assist Users in resolving certain disputes arising from transactions. Users are encouraged to attempt to resolve disputes amicably through private communication or by engaging with relevant local authorities.
  
  

2. Grounds for Return

• 2.1 A shopper may be eligible for a return and/or refund in the following circumstances:
  • Non-Receipt: The Item was not received by the Shopper.
  • Damaged or Defective Item: The Item was defective or damaged upon delivery.
  • Incomplete Item: The Item received was incomplete (missing quantity or accessories).
  • Incorrect Item: The Seller delivered an Item that does not match the agreed specification (e.g., wrong size, color).
  • Misrepresentation: The Item delivered materially differs from the Seller's description in the listing.
  • Counterfeit Item: The Item received is a counterfeit item. (Applicable to DhuMall Mall and preferred sellers only.)
  • Physical Damage: The Item received has physical damage (e.g., dents, scratches, shattered).
  • Faulty Item: The Item received is faulty (e.g., malfunctioning, does not work as intended).
  • Agreed Return: The Shopper and Seller have reached a private agreement for return, and the Seller has confirmed this agreement to DhuMall.
  • Change of Mind: (Note: Items of certain categories may be excluded from Change of Mind returns.)
  • Expired Products: The Item received is expired.
  • Empty/Suspicious Parcels: The received parcel is empty or appears suspicious.
• 2.2 The Shopper must submit return application within three (3) days after receiving the order. The return applications must be submitted through the DhuMall platform: "Home > Refund > Request A Refund."
• 2.3 DhuMall will review each application on a case-by-case basis and determine in its sole discretion whether the return is approved.
• 2.4 If required by DhuMall, the Shopper must ship the Item to the designated location within five (5) calendar days after the return request is approved.
• 2.5 DhuMall's decision on return and refund requests is final and binding. The Shopper acknowledges and agrees not to pursue legal action against DhuMall or its affiliates regarding these decisions.
• 2.6 If the Shopper has commenced legal action against the Seller, they may provide DhuMall with formal notification from the relevant authority. DhuMall may, in its sole discretion, hold the purchase monies pending a formal determination.
  
  

3. Seller Responsibilities

• 3.1 Upon receiving a Shopper's return application, DhuMall will notify the Seller. The Seller must respond within the stipulated timeframe.
• 3.2 If the Seller fails to respond within the stipulated timeframe, DhuMall may proceed to assess the Shopper's application without further notice to the Seller.
• 3.3 DhuMall will review the Seller's response and determine in its sole discretion whether the Shopper's application is valid.
  
  

4. Item Condition for Return

• 4.1 Change of Mind Returns:
  • The Item must remain unused with its original tags (if applicable) attached.
  • Items must be returned in their original, unopened packaging with all seals, shrink-wrap, manuals, and accessories intact.
  • Clothing and wearables must be unworn (except for trying on), unwashed, and have all original tags attached.
  • Health and beauty products must be unopened and in their original packaging.
• 4.2 Other Returns: To facilitate a smooth return process, the Shopper should ensure the Item and any included accessories are returned in the same condition as received.
  
  

5. Shipping Fees

• Seller Error: The Seller will be responsible for both forward and return shipping fees for errors such as damaged, faulty, incomplete, or incorrect items.
• Shopper's Change of Mind: The Shopper may be responsible for return shipping fees, depending on the item category and with the Seller's prior consent.
• Disputes: DhuMall will determine the party liable for return shipping fees in cases of dispute between the Shopper and Seller.
  
  

6. Refunds

• 6.1 Refunds will be processed after DhuMall receives confirmation from the Seller that the returned Item has been received. If DhuMall does not hear from the Seller within a specified time, it may refund the Shopper without further notice to the Seller.
• 6.2 Refunds will generally be issued to the original payment method used for the purchase. If this is not possible, DhuMall may issue DhuMall vouchers of equivalent value.
• 6.3 If a refund is approved and the purchase monies have already been disbursed to the Seller, DhuMall may deduct the necessary amount from the Seller's Seller Balance.
  
  

7. Communication

• DhuMall encourages Users to communicate directly with each other to resolve issues related to the purchased Item.

Date: 20 January 2025