Our policy is designed for clarity and fairness, with separate procedures for items based on their location. Please read this policy carefully before making a purchase.
**1. General Eligibility**
To be eligible for a return, your item must be:
* Unused and in the same condition you received it.
* In its original packaging with all tags and accessories intact.
* Accompanied by the original proof of purchase (order number).
**2. Policy by Product Type**
**A. For Local Stock Items (1-3 Day Delivery)**
* **Return Window:** 7 calendar days from the date of delivery.
* **Process:** Contact our support team via **Facebook** or **TikTok** within the 7-day window to request a Return Authorization. Do not ship the item back without authorization.
* **Condition:** Item must be unused, unwashed, and in resalable condition.
* **Return Shipping:** The customer is responsible for the cost of returning the item unless the return is due to our error (e.g., wrong item shipped).
* **Refund:** Once the return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, a refund will be processed to your original payment method within **5-10 business days**. The original shipping cost is non-refundable.
**B. For Import/Pre-Order Items (15-30 Day Delivery)**
* **Cancellation Window:** You may cancel your pre-order for a full refund within **24 hours** of placing the order.
* **After 24 Hours:** Cancellations are not permitted as your order is processed with our international supplier. Changes to address or product variant are also not possible after this window.
* **Non-Delivery Guarantee:** If your Pre-Order item does not arrive within the communicated 20-business-day window, you are entitled to a **full refund** upon request.
* **Damaged or Defective Items:** You must inspect the item upon delivery and contact us via **Facebook** or **TikTok** within **48 hours** of delivery. Provide clear photos and/or video evidence of the damage or defect. We will work with the supplier to arrange a replacement or refund.
**3. Non-Returnable Items**
For hygiene and safety reasons, the following cannot be returned unless they arrive defective:
* Personal care and beauty products (e.g., shea butter, cosmetics)
* Underwear and hosiery
* Customized or personalized items
* Digital products
* Items marked as “Final Sale”
**4. Refunds**
* **Timing:** After approval of your return, please allow **5-10 business days** for the refund to be processed and appear in your account. The timing depends on your payment provider.
* **Method:** Refunds will be issued to the original payment method used for the purchase. We cannot issue refunds to a different account or via mobile money if the original payment was by card.
* **Partial Refunds:** Partial refunds may be granted in certain situations, such as if a bundle
item is missing or an item is returned with minor damage.
**5. Exchanges**
We currently only replace items if they are defective or damaged upon delivery for Pre-Order items. If you need to exchange a Local Stock item for a different size or color, you must process a return and place a new order.
**6. Return Shipping Address & Instructions**
Do not send returns to our Takoradi operational address. Once your return request is authorized, we will provide you with the correct return address (typically our logistics partner’s warehouse) and any specific instructions.
**7. Contact Us**
For any questions about your return or this policy, please contact our support team first via our official channels:
* **Facebook:** @FalaaMall
* **TikTok:** @falaamall
**We strongly recommend using a trackable shipping service for any returns, as we cannot guarantee receipt of untracked packages.**
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