[Dispute Process] How does MALL of HOME handle disputes for returns/refunds?

Upon receiving a dispute request, MALL of HOME will investigate the case and come to a fair resolution after reviewing the evidence submitted by buyers and/or sellers. This will take around 5 working days from the date the dispute was raised, which may be subjected to changes depending on the reason for return/refund:

Incomplete products/missing items

For cases where the buyer received products with missing parts or parcels with missing items, they may choose between two solutions: refund only (without return) or return and refund. After reviewing the case, MALL of HOME will either approve or reject the buyer’s return/refund request.

1. MALL of HOME approves the request for refund only 

After the request is approved, the seller can either accept or dispute the outcome. If a dispute is raised, MALL of HOME will investigate the case further to determine a fair resolution within 5 working days. 

2. MALL of HOME approves the request for return and refund 

MALL of HOME will require the buyer to return the products to the seller or MALL of HOME Warehouse, before the refund can be processed. Returned products will undergo a quality check by the seller or MALL of HOME Warehouse team, to ensure these products meet the criteria for return. A dispute can be raised if the returned products are deemed unsuitable for refund. MALL of HOME will then look into the case to determine a fair resolution within 5 working days.

Damaged/faulty/wrong products

After a return/refund request is approved, the buyer will be asked to return the products. Before the products are shipped for return, the seller may offer the buyer a partial refund. If the buyer chooses to engage in a discussion directly with the seller, MALL of HOME will not intervene in this discussion. The buyer must decide whether to accept the offer or continue with the return for a full refund.

If there is no response from the buyer or seller, the negotiation will be terminated and the buyer will be asked to continue with the return. 

Returned products will either be shipped to the seller or MALL of HOME Warehouse, who will conduct a quality check to determine if these products meet the criteria for return. If the products do not meet the return criteria, the seller or MALL of HOME Warehouse team may raise a dispute. MALL of HOME will then investigate the case and determine a fair resolution within 5 working days.

Counterfeit products

All return/refund requests on counterfeit products will be thoroughly reviewed by MALL of HOME, where supporting evidence will be requested from both buyers and sellers before a fair decision is made. There are 3 possible outcomes: 

1. MALL of HOME approves the request for refund only

The buyer will receive the refund once MALL of HOME approves the request. The seller may raise a dispute after the buyer is refunded. MALL of HOME will then investigate the case and determine a fair resolution within 5 working days.

2. MALL of HOME approves the request for return and refund 

The buyer will be asked to return the products, and these products will then undergo a quality check by the seller/MALL of HOME Warehouse team to determine if they meet the criteria for return. A dispute may be raised if these products are deemed unsuitable for return. MALL of HOME will then investigate and determine a fair resolution within 5 working days.

3. MALL of HOME rejects the request

MALL of HOME will reject the request if the buyer’s initial supporting evidence is invalid or does not support the return/refund reason selected.

Once a resolution is reached, MALL of HOME will inform both buyer and seller on the outcome via email. If the dispute is resolved in favour of the buyer, the refund will be processed to the buyer accordingly. If it is resolved in favour of the seller, payment will be released to the seller. 

⚠️ Note

To facilitate the dispute resolution process, MALL of HOME may require buyers/sellers to submit more supporting documents within a stipulated time period before starting the investigation.