Support Center

Refunds & Returns

This guide covers everything you need to know about getting a refund on Mallnline — from eligibility and timelines to how the process works behind the scenes.

Refund Eligibility

Refund policies are set by individual Malet Owners and may vary between storefronts. However, Mallnline enforces several platform-wide protections:

Platform-Wide Guarantees

Guarantee Details
Item never delivered Full refund if the Malet Owner cannot provide proof of fulfillment within the promised timeframe
Significantly not as described Full or partial refund if the product materially differs from the listing description
Duplicate charge Automatic full refund via Stripe's idempotency protection
Technical failure Full reversal if a payment was captured but order creation failed

Malet-Specific Policies

Each Malet Owner can configure their own refund terms, which may include:

  • A return window (e.g., 30 days from delivery)
  • Restocking fees for physical goods
  • Non-refundable categories (e.g., digital downloads after delivery, perishable goods)
  • Service cancellation deadlines (e.g., 24 hours before a booking)

TIP

Check the Malet's storefront for their specific refund policy before purchasing. Look for the Returns or Policies link in the storefront footer.

How to Request a Refund

Step 1: Contact the Malet Owner

The fastest route to a refund is to contact the Malet Owner directly:

  1. Navigate to the Malet's storefront
  2. Open uChat (the messaging icon) or use the Contact form
  3. Explain your situation and request a refund
  4. The Malet Owner can process a full or partial refund directly from their Deck

Step 2: Open a Support Ticket (if unresolved)

If the Malet Owner is unresponsive or declines your refund request:

  1. Go to the Support Center
  2. Select "Issue with a Murchase"
  3. Provide your Murchase ID and details
  4. The Mallnline Trust & Safety team will review the case

IMPORTANT

Support tickets are processed within 48 business hours. Your identity is protected by a pseudo-anonymous alias — the Malet Owner cannot see your personal contact details unless you choose to share them.

Refund Processing

Full Refunds

When a full refund is authorized:

  1. The Malet Owner or platform admin triggers the refund via Stripe
  2. The refund is submitted to your payment provider
  3. Your payment method is credited within 5–10 business days (depending on your bank)
  4. Your Murchase status updates to REFUNDED

Partial Refunds

Partial refunds are supported for situations like:

  • Returning some (but not all) items in an order
  • Receiving a discount after a quality issue
  • Service credits for booking modifications

The partial refund amount is tracked incrementally:

Field Description
refundedAmount Running total of all refunds issued for this Murchase
totalAmount Original transaction amount
Status PARTIALLY_REFUNDED while partial; REFUNDED when refundedAmount == totalAmount

NOTE

Over-refunding is prevented by the platform. If a Malet Owner attempts to refund more than the original charge, the system will reject the request.

Refund Timelines

Stage Timeline
Malet Owner approves refund Immediate processing via Stripe
Stripe processes the reversal 1–3 business days
Funds appear in your account 3–10 business days (varies by bank and card network)
Pending authorizations released 24–48 hours (if payment was authorized but not captured)

Subscription Refunds

For subscription purchases (e.g., news subscriptions, magazine tiers):

  • Cancellation stops future charges but does not automatically refund the current billing period
  • Pro-rated refunds may be available depending on the Malet Owner's policy
  • Contact the Malet Owner directly to discuss subscription refund options

For platform subscriptions (Starter, Pro, Enterprise plans):

  • Cancellation is immediate and takes effect at the end of your billing period
  • No automatic refund for unused time
  • Contact support@mallnline.com for exceptional refund requests

Returns & Exchanges

Physical Products

For physical goods, the return process is:

  1. Initiate a return by contacting the Malet Owner via uChat
  2. Ship the item back using the return address provided by the Malet Owner
  3. Once received and inspected, the Malet Owner processes your refund or exchange

WARNING

Return shipping costs are typically the buyer's responsibility unless the Malet Owner's policy states otherwise. Always confirm return logistics before shipping.

Digital Products

Digital goods (downloads, licenses, digital keys) are generally non-refundable once delivered, as the content has been accessed. Exceptions include:

  • The product was defective or non-functional
  • The product was significantly different from its description
  • The delivery failed (file could not be downloaded)

Services & Bookings

Service refunds follow the Malet Owner's cancellation policy:

  • Most services allow free cancellation 24–48 hours in advance
  • Late cancellations may incur a partial charge
  • No-shows are typically non-refundable

Frequently Asked Questions

How do I check the status of my refund? Visit My Murchases and look for the status badge. Refunded orders show REFUNDED or PARTIALLY_REFUNDED.

Can I get a refund on a guest purchase? Yes. Use the Guest Murchase Lookup with your email address and OTP verification to access your order, then contact the Malet Owner.

What if the Malet has been deleted? If a Malet has been shut down, contact Mallnline support directly. We retain transaction records and can process refunds for orders from deleted Malets.

Are there any fees for refunds? Mallnline does not charge buyers for refund processing. Payment processor fees may apply to the Malet Owner.