This Refund and Return Policy explains how refunds work on Okmall, when a physical return of an item may be required, and who is responsible for return shipping in that case. It applies to all orders placed on the platform, regardless of which vendor or personal seller fulfilled them.

Refunds on Okmall are not a general “change of mind” return system. Because Okmall is a marketplace for thrifted and pre-loved goods sold by independent vendors and personal sellers, refunds are issued through our dispute process — when a genuine problem with an order is raised and confirmed, within the applicable window. This policy should be read alongside our Terms of Use.

You may be eligible for a refund, in full or in part, if your order genuinely falls into one of the following categories, raised as a dispute within 24 hours of your order being marked delivered:

• Not as described — the item you received is materially different from the listing (wrong size, wrong colour, different item, missing parts, etc.).
• Damaged or defective — the item arrived damaged, faulty, or in noticeably worse condition than the listing described.
• Wrong item sent — you received a different product than the one you ordered.
• Never delivered — your order never arrived, and the vendor or seller cannot show that it was genuinely shipped and delivered.

Every dispute is reviewed based on the evidence and explanation both you and the vendor/seller provide. Photos of the item as received are the most useful evidence you can submit when raising a dispute.

A refund is generally not available in the following situations:

• Change of mind — you no longer want an item that was accurately described and arrived in the condition listed.
• The buyer protection window has closed — no dispute was raised within 24 hours of delivery, and the order has been finalised.
• The dispute is reviewed and not upheld — where the evidence shows the item matched its listing and was delivered as described.
• Delivery failed due to incorrect information you provided — such as an incomplete or incorrect delivery address, or being unavailable to receive a delivery that was genuinely attempted.
• Normal wear expected of a pre-loved item — Okmall is a marketplace for thrifted and secondhand goods; minor, disclosed, or reasonably expected signs of prior use are not grounds for a refund on their own.

Where a claim isn’t upheld, the order stands as completed and the vendor/seller keeps their earnings from that order.

This applies regardless of the reason for the refund — whether it’s a full refund, a partial refund, or a shipping fee refund.

Once a refund is approved, we initiate it with our payment processor promptly. From that point, refunds typically take 3 to 13 working days to reflect in your account, depending on your bank or payment method — some banks and processors settle refunds faster than others, and this timing is outside Okmall’s direct control.

If it has been longer than 13 working days since your refund was approved and you still haven’t received it, please contact us with your order number so we can look into it.

Whether the shipping fee you paid at checkout is refunded alongside the item depends on who was responsible for the problem with your order. Our general approach:

These outcomes reflect standard practice: whoever is responsible for the order not being fulfilled correctly is the one who bears the shipping cost. Every dispute is still reviewed on its own facts, and the final outcome may vary depending on the specific evidence provided.

Where a physical return is requested as part of resolving a dispute, responsibility for return shipping follows the same fault-based principle as the shipping fee above:

If you are asked to return an item, we will confirm the specific arrangement with you as part of your dispute — including who is covering the cost, consistent with the principles above.

An order can include items from more than one vendor or seller at once. If you raise a dispute, it applies only to the specific item(s) and vendor/seller it concerns — the rest of your order is unaffected and follows its own status independently.

Where an order includes multiple items from the same vendor or seller and only one item has a genuine issue, the refund (and any shipping adjustment) is calculated only against the affected item, not the full order.

Refunds are requested by raising a dispute directly from your order’s detail view, within 24 hours of delivery. To help your case be reviewed quickly:

• Select the reason that best matches the actual issue with your order.
• Describe clearly what went wrong.
• Attach photos of the item as received, where relevant — this is the single most useful piece of evidence in most disputes.

The vendor or seller has 48 hours to respond with their side. If they don’t respond in time, the dispute automatically moves to our team for a final decision.

Customers and vendors/sellers can communicate directly within a dispute and reach their own agreement on how it should be resolved. Where both sides agree, or once a decision is reached, Okmall’s admin team reviews the case and makes the final call — particularly where the dispute has been escalated, whether by either party or automatically after the vendor/seller’s response window has passed.

Admin’s decision on a dispute is final. We aim to make every decision fairly, based on the evidence and explanation provided by both sides.

We may update this Refund and Return Policy from time to time to reflect changes in our dispute process or business practices. When we make material changes, we will update the “Effective Date” at the top of this page. We encourage you to review this page periodically — the version in effect at the time you raise a dispute is the one that applies to it.

If you have questions about a refund, or about this policy generally, please get in touch: