Welcome to GoodMoll

1. Overview

At GoodMall, we strive to ensure our customers have a seamless shopping experience. We are committed to providing high-quality products and services. However, we understand that there may be occasions when you need to cancel an order or request a refund. This policy outlines the circumstances under which we accept cancellations, returns, and issue refunds, as well as the procedures for doing so.

2. Order Cancellations

2.1 Customer-Initiated Cancellations

Time Frame: Customers can cancel their orders within 24 hours of placing them. Once this window has passed, the order will be processed and shipped, making cancellation impossible.

Procedure: Provide your order number and reason for cancellation. Our team will confirm the cancellation and process any refunds due.

Post-24 Hour Period: If you wish to cancel an order after the 24-hour period, you may do so only if the order has not yet been shipped. If the order has been shipped, please refer to our return and refund policy.

2.2 GoodMall-Initiated Cancellations

Reasons for Cancellation: GoodMall reserves the right to cancel any order under circumstances such as stock unavailability, issues with the customer's payment method, or detection of fraudulent activity.

Notification and Refund: If we cancel your order, you will be notified via email or phone. A full refund will be processed using the original payment method. Refunds may take 7-14 business days to appear in your account.

3. Refunds

3.1 Eligibility for Refunds

Damaged or Defective Products: Refunds are available for products that are damaged or defective upon arrival. To be eligible, you must report the issue within 7 days of receiving the product.

Incorrect or Not as Described: If the product you receive is not as described or the wrong item was sent, you are eligible for a refund. The issue must be reported within 7 days of delivery.

Other Circumstances: Refunds for other reasons will be considered on a case-by-case basis. Contact our customer support team to discuss your specific situation.

3.2 Non-Refundable Items

Perishable Goods: Items that are perishable (e.g., food, flowers) cannot be returned.

Custom Products: Customized or personalized products are not eligible for returns unless they are defective or damaged.

Final Sale Items: Items marked as final sale are non-refundable.

4. Return and Refund Process

4.1 Initiating a Return

Contacting Support: To initiate a return, contact our customer support team at [support email/phone number] with your order number and details of the issue.

Return Authorization: Our team will provide you with a Return Merchandise Authorization (RMA) number and instructions for returning the product.

4.2 Shipping Returns

Return Address: Ship your product to: [Return Address]. Include the RMA number in the package to facilitate processing.

Shipping Costs: Customers are responsible for paying their own shipping costs for returning items. Shipping costs are non-refundable.

Tracking and Insurance: We recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

4.3 Processing Refunds

Inspection: Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

Approval: If approved, your refund will be processed, and a credit will automatically be applied to your original payment method within 14 business days.

Partial Refunds: In certain situations, only partial refunds are granted (e.g., items not in their original condition, damaged for reasons not due to our error).

5. Exchanges

Defective or Damaged Items: We only replace items if they are defective or damaged. If you need to exchange it for the same item, contact our customer support team at [support email/phone number].

Exchange Procedure: Follow the return process to send the defective or damaged item back to us. Upon receiving the returned item, we will process the exchange and ship the new item to you.

6. Additional Information

6.1 Gift Returns

Gift Refunds: If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

Gift Purchaser: If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will be informed about your return.

6.2 Sale Items

Discounted Products: Only regular-priced items may be refunded; unfortunately, sale items cannot be refunded unless they are defective or damaged.