Refunds and Exchanges Process

  1. All claims must be made within 14 days of receiving the product (counted from the date you received the product including weekends and public holidays). Important: Any claims made after this period will not be recognized.
  1. Please refer to the section on Claims to know your options prior to proceeding with your claim.   
  1. Go to  My Accounts > ORDERS, TRACKING & RETURNS

Select the reason for your claim. Either both or one of these options will be made available to you. Please select one. Click on Refund and/or Exchange

  1. Please provide all the supporting documents, files, or evidence required and any further remarks to support your case so the Seller can process your request.  This includes: 
  • waybill and order number of your purchase
  • your name and Insider Mall account ID 
  • order number 
  • screenshot of your product/SKU
  • relevant photos / videos  supporting the reasons stated in the claim (see Claims section)
  1. The system will generate a support ticket and inform the seller of a claim. 
  1. The seller is given 3 working days to communicate with you on the next steps. Depending on the claim, the seller will either exchange the product or refund a store credit of the equivalent value to your Insider Mall wallet.
  1. To check the status of your claim, go to > EXCHANGE & RETURNS STATUS
  1.  The seller will inform you if you need to return the product. If you are returning the product, please send it in the original packaging it was delivered in, and use the return address as attached in the air waybill. 
  1. The seller will contact you to coordinate with their delivery company to ensure you or a family member is at home to pick up the items to return to them.
  1. If the seller requires you to return the product, do ensure you keep proof of return delivery. The seller may need this to process your request and once they receive the item they can process your refund or exchange. 
  1. Do note that the sellers can reject your refund / Exchange if you do not provide proof of return shipping.
  1. All refunds and exchanges must be completed within a period of 14 working days after approval by the seller.
  1. If the seller provides you with a store credit, you can ONLY use it for purchases from that seller’s store  for a period of one year
  1. If the seller is re-delivering the item to you, it will be sent to your last given address in the seller’s records. 
  1. Please note for ‘Change of Mind’ returns, you will have to cover the costs for the return of the item and you can select your own delivery method to return the item to the seller (the return address will be provided). We recommend that you use J&T express as this is our designated Insider Mall this party logistics provider. You may contact J&T Express at +65 6206 6610.

If I return an item, will my return delivery fee be covered?

Insider Mall will cover the shipping costs in the following situations: 

  1. I received a defective/damaged item/incomplete/expired products or sets
  2. I developed an allergic reaction to the product
  3. I did not receive the product (e.g. missing item, parcel lost in transit) 
  4. I received the wrong product 
  5. I received a counterfeit product 

Note: do not return the product until specifically requested by the seller has requested this from you. 

Insider Mall will not cover return shipping fees if you are returning the item because you have changed your mind

When can I get my 1-for-1 refund or exchange item?

The seller will aim to deliver the new exchanged  or refunded store credit item within 14 working days after approval, unless there are unexpected constraints such as availability. Please chat with the seller to follow up on the status.