Refund, Return & Disputes Policy

1. Dispute Eligibility & Time Limits

1.1 Who May File a Dispute

Disputes may be filed by: (a) Buyers who have received an item that is materially different from the listing, significantly defective, damaged upon arrival, or not received at all; (b) Buyers who have been charged incorrectly; (c) Sellers who believe a buyer's refund claim is fraudulent or without basis. Only the account holder named on the order may file a dispute. Third-party dispute submissions are not accepted.

1.2 Mandatory Time Windows

Disputes filed outside these time windows will be automatically rejected and will not be considered. Time window extensions are granted solely at WeMall's discretion and only in cases of documented exceptional circumstances (e.g., hospitalization).

2. Dispute Resolution Workflow

2.1 Step 1 — Filing a Dispute

To initiate a dispute, navigate to My Orders → Order Details → Report a Problem. You must provide: (a) a clear description of the issue; (b) photographic or video evidence of the item received; (c) a screenshot of the original listing for "not as described" claims; and (d) the specific resolution you are seeking (full refund, partial refund, replacement, or return). Incomplete dispute submissions may be automatically rejected.

2.2 Step 2 — Negotiation Window

Upon dispute filing, the Seller is notified and has 3 calendar days to respond with their position and proposed resolution. Both parties may negotiate directly via the in-app dispute chat thread. During this period, the transaction funds remain in escrow. WeMall may facilitate but will not intervene during this negotiation phase unless requested.

2.3 Step 3 — Escalation to WeMall

If no agreement is reached within 3 days, either party may escalate the dispute to WeMall's Platform Arbitration Team by clicking "Escalate to WeMall" in the dispute thread. Once escalated, neither party may withdraw the dispute without WeMall's consent. WeMall will notify both parties of its decision within 5 business days via in-app notification and email.

3. WeMall's Platform Arbitration Authority

3.1 Evidence Considered

In reaching its decision, WeMall's arbitration team will consider: all photographic/video evidence submitted; in-app chat records between Buyer and Seller; GPS delivery confirmation data and rider delivery photographs; Seller's product listing description and images at the time of purchase; Seller performance history and dispute record; transaction payment and escrow data; third-party logistics tracking information; and any additional evidence requested by WeMall within a 48-hour response window.

3.2 Possible Outcomes

• Full Refund to Buyer: The entire purchase amount (including any applicable shipping fees) is returned to the Buyer's original payment method or WeMall wallet.
• Partial Refund: A negotiated portion of the purchase price is refunded to the Buyer, with the remainder released to the Seller, reflecting partial fault or partial item damage.
• Replacement: The Seller is directed to re-ship an equivalent item at no additional charge to the Buyer.
• Return & Refund: The Buyer is instructed to return the item to the Seller (per Return Policy in Section 7), and a refund is issued upon confirmed return.
• Seller Wins: WeMall determines the Buyer's claim lacks sufficient evidence or merit; escrow funds are released to the Seller.

3.3 WeMall's Immunity from Dispute Decisions

WeMall acts as a neutral facilitator in the dispute resolution process. By using the Platform, both Buyers and Sellers waive any right to hold WeMall liable for any dispute resolution outcome, including any refund decisions made in good faith. WeMall's maximum liability in connection with any dispute resolution is limited to the re-processing of the disputed amount.

4. Chargeback & Bank Dispute Penalties

5. Non-Refundable Items & Situations

The following categories of transactions are NOT eligible for refunds under any circumstances:

• Perishable goods (food, flowers, fresh produce) where the dispute is filed more than 24 hours after delivery.
• Digital downloads or software licenses that have been accessed, downloaded, or activated.
• Custom-made, personalized, or engraved items made to the Buyer's specifications.
• Intimate apparel, swimwear, and personal hygiene products for health and safety reasons.
• Items that have been used, altered, washed, or damaged by the Buyer after delivery.
• Services already rendered in full (e.g., completed delivery fees, subscription services for elapsed periods).
• Transactions where the dispute is filed outside the mandatory time window (Section 1.2).
• Items purchased during final sale, clearance, or events where non-refundable status is clearly disclosed at the time of purchase.
• Gift cards, vouchers, and promotional credits.

6. Refund Processing & Timelines

6.1 Approved Refunds

Once WeMall approves a refund, it will be processed within 5 business days. The refund will be credited to:

• The original payment method (card, bank transfer) — may take an additional 5–10 business days to reflect depending on the financial institution.
• The Buyer's WeMall Wallet — available immediately for use on future Platform purchases (option available for eligible refunds only).

6.2 Delivery Fee Refund Policy

Delivery fees are non-refundable if a delivery was successfully completed to the correct address. Delivery fees will be refunded if: (a) the order was cancelled before pickup by the Rider; (b) WeMall determines the Rider failed to complete a delivery through no fault of the Buyer; or (c) the order was cancelled by the Seller before dispatch. WeFast's secondary platform insurance does not cover delivery fee refunds.

6.3 Partial Refunds

For partial refunds (e.g., one item out of a multi-item order, or a price adjustment for minor defects), WeMall will calculate the refund amount based on the proportional value of the affected items at the original purchase price, less any applicable restocking fees as determined by the Seller's stated policy.

7. Return Policy

7.1 Return Eligibility

Items may be returned only where: (a) a return is ordered as part of WeMall's dispute resolution; (b) the Seller's individual store return policy explicitly permits returns within a stated window (typically 7–30 days); or (c) an item is confirmed as defective, dangerous, or significantly not as described. WeMall does not mandate a universal return policy; return eligibility depends on the individual Seller's policy unless WeMall's dispute team orders a return.

7.2 Return Condition Requirements

Returned items must be: in their original condition and packaging; unused (or defective as originally received); accompanied by all accessories, documentation, and tags originally included; and shipped using a tracked courier service with sufficient insurance for the item's value. WeMall and the Seller reserve the right to refuse a return or deduct a restocking fee if the item is returned in a different condition.

7.3 Return Shipping Costs

Return shipping costs are borne by: (a) the Seller — where the return is due to Seller error, defect, or a not-as-described item; (b) the Buyer — where the return is due to a change of mind, sizing error, or items covered by a voluntary return policy. WeMall will communicate the responsible party for return shipping in its dispute resolution decision.

8. Seller Dispute Responsibilities

Upon receiving a dispute notification, Sellers must: (a) respond within 24 hours with their position and supporting evidence; (b) cooperate fully with WeMall's investigation including providing order documentation, shipping proofs, and production records; (c) not contact the disputing Buyer outside the in-app dispute channel; and (d) comply with WeMall's final dispute resolution decision, including accepting refund deductions from their escrow balance. Failure to respond within 24 hours will result in WeMall deciding the dispute in favor of the Buyer by default.

9. Fraudulent Disputes & Policy Abuse

WeMall employs fraud detection systems to identify abusive dispute patterns including but not limited to: item not received (INR) claims for items confirmed delivered with photographic proof; "item not as described" claims for identical items to the listing; repeated dispute filing history across multiple orders with the same or different Sellers; and coordinated abuse rings attempting systematic refund fraud. Users found to be abusing the dispute system are subject to: permanent account termination, device bans, forfeiture of any outstanding refunds or credits, reporting to payment processors and law enforcement, and civil litigation for recovery of damages.

10. External Arbitration for Unresolved Disputes

If either party believes WeMall's dispute resolution was conducted in bad faith or violated the terms of this Policy, the parties may escalate to binding external arbitration under the AAA's Consumer Arbitration Rules as provided in the Customer Terms of Service or Seller Merchant Agreement. This pathway does not entitle any party to relitigate the underlying factual dispute; it is limited to procedural claims against WeMall's conduct of the dispute process. All such claims are subject to the limitation of liability provisions in the respective agreements.

Dispute support: disputes@wemall.com | Chargeback appeals: chargeback-appeal@wemall.com