touch@mallretailer.world +64 9 826 0404

Refund Policy

Last updated:

1. Return Eligibility

We want you to be satisfied with your purchase. If you are not completely satisfied with your order, you may return eligible items within 30 days of the delivery date for a refund or exchange.

To be eligible for a return, the following conditions must be met:

  • The product must be unopened and in its original packaging
  • The product must be in the same condition as when you received it
  • You must have proof of purchase (order confirmation email or receipt)
  • The return request must be initiated within 30 days of delivery

2. Non-Returnable Items

The following items are not eligible for return:

  • Opened or used products
  • Products damaged by misuse or negligence
  • Products returned after the 30-day return period
  • Products without proof of purchase
  • Products that have been tampered with or altered

3. How to Initiate a Return

To initiate a return, please follow these steps:

  1. Contact us at touch@mallretailer.world with your order number and reason for return
  2. We will review your request and provide return authorization if eligible
  3. Package the item securely in its original packaging
  4. Include a copy of your order confirmation or receipt
  5. Ship the item to the address provided in the return authorization

Please note that return shipping costs are the responsibility of the customer unless the return is due to our error (e.g., wrong item shipped, defective product).

4. Refund Process

Once we receive and inspect your returned item, we will process your refund:

  • Processing Time: Refunds are typically processed within 5-10 business days after we receive the returned item
  • Refund Method: Refunds will be issued to the original payment method used for the purchase
  • Refund Amount: You will receive a full refund of the product price, excluding original shipping costs (unless the return is due to our error)

Please allow additional time for the refund to appear in your account, depending on your payment provider.

5. Exchanges

If you wish to exchange an item for a different product, please contact us at touch@mallretailer.world. Exchanges are subject to product availability and the same return eligibility conditions.

For exchanges, you will be responsible for any price difference and additional shipping costs.

6. Defective or Damaged Products

If you receive a defective or damaged product, please contact us immediately at touch@mallretailer.world with:

  • Your order number
  • Description of the defect or damage
  • Photos of the defective or damaged item

We will arrange for a replacement or full refund, including return shipping costs, at no charge to you.

7. Wrong Item Received

If you receive the wrong item, please contact us immediately. We will arrange for the correct item to be sent to you and provide a prepaid return label for the incorrect item.

8. Cancellation Policy

You may cancel your order before it ships by contacting us at touch@mallretailer.world. If your order has already been shipped, you may return it according to our return policy.

If you cancel an order before it ships, you will receive a full refund within 5-10 business days.

9. Consumer Guarantees Act 1993

This refund policy does not affect your statutory rights as a consumer under New Zealand consumer protection laws, including the Consumer Guarantees Act 1993.

Under the Consumer Guarantees Act 1993, you have certain guarantees that cannot be excluded:

  • Acceptable Quality: Goods must be of acceptable quality, meaning they are fit for purpose, safe, durable, and free from defects
  • Fit for Purpose: Goods must be reasonably fit for any particular purpose you made known to us
  • Match Description: Goods must match their description

If a product fails to meet these guarantees, you may be entitled to:

  • A repair or replacement
  • A refund
  • Compensation for any reasonably foreseeable loss

These rights apply regardless of any time limits stated in this policy. If you believe a product has failed to meet the Consumer Guarantees Act guarantees, please contact us immediately.

For more information about your consumer rights, visit: www.consumerprotection.govt.nz

10. Contact Us

If you have questions about returns or refunds, please contact us:

Mallretailer
2/4 Rankin Avenue, New Lynn
Auckland 0600, New Zealand
Email: touch@mallretailer.world
Phone: +64 9 826 0404

Please include your order number in all correspondence to help us process your request quickly.