Refund Policy

Effective Date: 14 June 2025

At Almarwah Mall, we aim to ensure that every purchase you make through our platform is a positive experience. This Refund Policy explains when and how you can request a refund for your orders.

1. Marketplace Nature

1. Almarwah Mall is a multi-vendor marketplace that connects buyers with independent sellers.
2. Each vendor sets their own refund and return policy, which applies to their products.
3. Our role is to facilitate communication and payment between buyers and vendors.

2. Refund Eligibility

You may be eligible for a refund if:

1. The product you received is damaged, defective, or significantly different from its description.
2. You received the wrong product.
3. The order was cancelled before shipping.
4. The product did not arrive within the promised delivery time.

3. Non-Refundable Items

Refunds are not available for:

1. Digital products or downloadable content once accessed.
2. Items marked as "non-returnable" by the vendor.
3. Products damaged due to misuse, negligence, or unauthorized modifications by the buyer.

4. Refund Request Process

Step 1: Contact the vendor through the in-app messaging system or order details page.

Step 2: If the issue is not resolved, contact our support team at [email protected] with your order number, product details, and reason for the refund request.

Step 3: Provide photos or videos as proof when applicable.

5. Refund Timeline

1. Refund approvals are subject to vendor verification and confirmation.
2. Once approved, refunds will be processed within 7–14 business days, depending on your payment method.

6. Partial Refunds

In some cases, a partial refund may be granted if:

1. Only part of your order is damaged or missing.
2. The vendor and buyer mutually agree to a reduced refund amount.

7. Order Cancellation

1. Orders can be cancelled by the buyer only before they are marked as "Shipped".
2. Vendors reserve the right to cancel orders due to stock unavailability or other valid reasons.

8. Contact Us

If you have questions about our Refund Policy, please contact:

Email: [email protected]