Refunds and Return Policy

1. Application for Returns/Refunds

1.1 Subject to the terms and conditions in this Refunds and Return Policy and the Terms of Service, Buyer may apply for return of the purchased items (“Item”) and/or refund prior to the expiry of the 3 Days Return/Refunds Period as stated in the Terms of Service.

2. Application for the Return of an Item

2.1 Buyer may only apply for the refund and/or return of the Item in the following circumstances:

1) The Item has not been received by Buyer;

2) The Item was defective and/or damaged on delivery;

3) Item received is incomplete (missing quantity or accessories);

4) The Item that does not match the agreed specification (e.g. wrong size, colour, etc.) to Buyer;

5) The Item delivered to Buyer is materially different from the description provided in the listing of the Item; 

6) The Item received has physical damage during delivery (e.g. dented, scratched, shattered);

7) The Item received is faulty (e.g. malfunction, does not work as intended);

8) New Item but received Expired products - (Except With Stated Expired Date In The Listings As A Option For Buyers To Purchase)

*Certain categories of Items in its original/sealed condition that has been open and use or eaten by buyer are not eligible for returns and/or refunds.

2.2 Buyer’s application can be submitted via Grand1Mall Webstore or Whatsapp.

2.3 Refunds and/or returns of Items purchased from Grand1Mall shall be governed by the Grand1Mall Terms of Service in addition to this Refunds and Return Policy;

2.4 Grand1Mall will review each Buyer’s application on a case-by-case basis and, in its sole discretion, determine whether Buyer’s application is successful.

2.5 Please note that, if required by Grand1Mall, Buyer must ship the Item to a location designated by Grand1Mall within three (3) calendar days after the return request is approved.

2.6 The approval of Buyer's request for refund and return will be made by Grand1Mall in its sole discretion.  Buyer acknowledges and agrees that Grand1Mall’s decision is final, conclusive and binding, and covenants and agrees that it will not bring suit or otherwise assert any claim against Grand1Mall or its affiliates in relation to such decision.  

3. Condition of Returning Item

3.1 For returns and/or refunds of Items in its original/sealed conditon, and subject always to Clause 2.1, Buyer must ensure that the Item remains unused with its tag (if any) remaining on the Item and the original box when returning the Item. Without limiting the generality of the foregoing:

a) Items must be returned in their original, unopened packaging, with seals and shrink-wrap intact. All tags, manuals, and accessories that were included with the purchase must be returned as well;

b) For clothing and wearables, Items must be unworn (except for trying on purposes), unwashed, with all original tags attached, and must not have signs of wear or use; and

c) For health and beauty products, Items must be unopened and in their original packaging.

3.2 For other refund and/or returns permitted under Clause 2.1, to enjoy a hassle-free experience when returning the Item, Buyer should ensure that the Item, including any complimentary items such as accessories that come with the Item, must be returned to Grand1Mall in the condition received by Buyer on delivery. We recommend Buyer to take a photo of the Item upon receipt.

4. Liability for Forward Shipping Fee and Return Shipping Fee

(a) In the scenario of an unforeseen error from Grand1Mall's end (i.e. - damaged, faulty, incomplete or wrong Item delivered to the Buyer), Grand1Mall will bear Buyer's forward and return shipping fees.

(b) In the scenario of the Buyer and Grand1Mall have come to an agreement in relation to a refund, the Buyer, depending on the category of the Item, shall first get Grand1Mall's consent prior to the return request. Where the parties have agreed, Grand1Mall will bear the return shipping fee.

5. Refunds

5.1 Buyer will only be refunded after Grand1Mall received the returned Item. The refund may be made via the same payment method used by the Buyer for the original purchase (“Original Payment Method”). In the event that Grand1Mall is unable to effect the refund via the Original Payment Method for any reason whatsoever (including, but not limited to, where the Original Payment Method is no longer valid or cannot be used to receive funds), Buyer acknowledges and agrees that (i) Grand1Mall may effect the refund via Duitnow Bank Transfer to a Bank Account or E-Wallet, Buyer shall have no further right or claim against Grand1Mall in connection with such refund.

Last Updated: 14 March 2025