Do also refer to our section on which products are not eligible for refunds, exchanges, or returns.
- If you have received a defective/broken/damaged item / incomplete products or sets.
Please send photos and videos (including close-ups) that show the damaged, broken, or dented areas.
We will send you a replacement of the same item and pay for the shipping costs for the returned item and redelivery within 14 days of receiving the claim.
- If you developed an allergic reaction to the product you purchased from the seller
Please provide proof of the allergic reaction via photos or videos, including a close-up of the affected area and any other relevant information. Do note that some sellers might require you to have a Doctor’s Letter certifying that the allergic reaction was caused by the product and not other causes.
You can request that the Item be exchanged or another product from the seller’s store or the seller must provide a refund in the form of store credit of the equivalent value from our store to your Insider Mall wallet.
- You received an item that is expired or near expiry (defined as one (1) year or less) (except (a) organic products that may have an expiry of a minimum of 6 months or products, (b) items under our Clearance, Sales & Promotions section, © clearly labeled by the seller as non-exchangeable / Returnable
Please include a clear photo of the expired/near-expiry item on the product.
You can request that the Item can either be exchanged for another product from the seller’s store or the seller must provide a refund in the form of store credit of the equivalent value from their store to your Insider Mall wallet.
In the event of an exchange, the Seller will pay for the shipping costs for the returned item and re-delivery.
We advise you to check with the Seller directly via the chat function regarding the expiry date of such items.
- You received the wrong product(s) (e.g. wrong size, wrong color, different product),
Please provide a photo of the wrong product, color, variation, etc., and a screenshot of the order details.
The Item will be exchanged for the correct product within 14 days of receiving the claim from you. The seller must pay for the shipping costs for the returned item and re-delivery.
- You received faulty product(s) (e.g. does not work or cannot be used),
Please send photos and videos (including close-ups) for the damaged, broken, or dented areas or Videos/ photos of the product showing the product not working.
The Item can be exchanged for another product from the seller’s store within 14 days of receiving your claim.
If the claim is verified, the seller will provide you with a full cash refund to the buyer.