Refund, Return & Cancellation Policyسياسة الاسترجاع والاسترداد والإلغاء

1. Order Cancellations

A customer may request cancellation before the seller has processed or dispatched the order. Once an order has been prepared or dispatched, cancellation may no longer be possible and the order may instead need to follow the applicable return process.

Mallsera or a seller may cancel an order where the item is unavailable, payment is unsuccessful, incorrect pricing or product information materially affects the transaction, fraud or misuse is suspected, or fulfilment is not reasonably possible.

2. Returns and Exchanges

Subject to applicable law and product-specific restrictions, customers may request a return or exchange where a product arrives damaged, is defective, is incomplete, materially differs from its description, is the wrong item, or is delivered too late for its intended use where applicable.

3. Return Conditions

Where applicable, returned items should normally be in substantially the same condition in which they were received, accompanied by relevant packaging and accessories, and returned within the applicable return period. Different conditions may apply where an item is defective or otherwise protected under applicable consumer law.

4. Items That May Not Be Returnable

Subject to applicable law, some categories may be excluded from ordinary returns, including certain perishable goods, hygiene-sensitive products, personalized or made-to-order items, products that cannot reasonably be resold after opening or use, digital products, and other goods excluded under applicable law.

5. Refunds

Once a return or cancellation is approved, refunds may be issued to the original payment method, Mallsera Gift Balance where the original payment used Gift Balance, or another method where required by the circumstances or applicable law. Processing times may vary depending on the payment provider or bank.

6. Orders Paid Partly With Gift Balance

If an eligible order was paid partly with Mallsera Gift Balance and partly through another payment method, the refund should generally be allocated according to the amounts originally used.

Example: if AED 100 was paid with Gift Balance and AED 50 by card, a full eligible refund would ordinarily restore AED 100 to Gift Balance and AED 50 to the original card payment method. The separate Gift Card Terms continue to govern restored gift value.

7. Delivery Charges

Original delivery charges and return-delivery costs may or may not be refundable depending on the reason for the return and applicable law. Where an incorrect, defective, damaged or materially misdescribed item was supplied, any responsibility for related return costs will be handled in accordance with applicable requirements.

8. How to Request a Return or Refund

Customers may request assistance through their order details page where that option is available, or by contacting [email protected].

You may be asked to provide the order number, affected item, reason for the request, photographs where relevant, and other information reasonably necessary to review the request.

9. Disputes and Complaints

Mallsera provides a channel for customers to raise order-related complaints. We may request relevant information from the customer and seller in order to review the matter and determine the appropriate next steps.

10. Gift Cards

Refunds or cancellations relating specifically to the purchase or use of Mallsera Gift Cards or Gift Balance are governed by the separate Mallsera Gift Card Terms.

11. Contact Us

For return, refund or cancellation support, contact [email protected].