RETURNS AND REFUNDS POLICY
1. Introduction
At The VertMall, we want you to have a positive experience every time you shop with
us. Occasionally, though, we know you may want to return items you have
purchased. This Returns Refunds Policy sets out our conditions for accepting returns
and issuing refunds for items purchased on The VertMall on behalf of our sellers. It
also sets out when we will not accept returns or issue refunds.
2. Return period and conditions for acceptance of
returns
Subject to the rules set out in this Returns and Refunds Policy, sellers on The
VertMall offer returns for most items within 7 days post delivery. We do not accept
returns for any reason whatsoever after the returns period has lapsed. This does not
affect your legal rights against the seller.
You may return items purchased on The VertMall within the returns period, for the
reasons listed below:
Reason for Return Applicable Product Category
I changed my mind All product categories except:
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Product categories that cannot be returned for health and
hygiene reasons, as further detailed in Section 3 below,
include: detergent packs and tablets, drinks, stationery,
beverages, drugs, food supplements, underwear, beach &
swimwear, makeup, body shop, facial skincare, hygiene,
hand, feet, and nail care, fragrances, fabric deodorizer,
haircare, health and relaxation, adult, and groceries.
Events
Tickets and Software
Products with broken seals or missing tagsSize is correct, but
doesn't fit as
expected
The item stopped
working well after
usage
Item received
broken or
defective
The packaging
was damaged
Item received with
missing parts or
accessories
Item received used
or expired
Item seems to be
fake/unauthentic
Clothing and shoes only
All product categories except:
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Clothing
Sport & fitness
Consumables
All product categories
All product categories
All product categories
All product categories except software
All product categoriesWrong
item/colour/size/
model
All product categories
3. Items that cannot be returned
We do not accept returns of certain product categories for health and hygiene
reasons. Customer safety is important to us, so certain product categories cannot be
returned due to health and hygiene reasons, or if they may deteriorate or expire
rapidly. You shall only be entitled to return and refund in respect of these items if you
received the wrong item, a damaged or defective item, or a fake or inauthentic item.
We do not accept returns of customised items, items you have damaged after
delivery, or used/worn items unless they became damaged or defective after
reasonable use.
4. Packaging returns
When returning an item for any reason, you must do so in the exact condition you
received it from The VertMall, with its original packaging and all tags and labels
attached. Returned items are your responsibility until they reach us, so ensure they
are packaged properly and can't get damaged on the way.
5. Refunds
If we accept your return, we aim to refund you the purchase price of the item within
the period stated on the return timelines page. For incorrect, defective, or damaged
items, you will also be refunded for the delivery costs.
6. Rejected return and refund requests
All items are inspected on return to verify the reasons provided. If your return request
is not approved, we will make two re-delivery attempts. If unsuccessful, you must
collect the item within 60 days, failing which the item will be forfeited.
7. No exchange
We do not offer exchanges. If you would like a different size or colour, please return
your unwanted item and place a new order.
