Refund & Return Policy

Effective Date: March 10, 2026  |  Last Updated: March 10, 2026

Overview

Instamall is a marketplace platform that connects you with independent Retailers. Because products are sourced, prepared, and fulfilled by individual Retailers, refund and return eligibility may vary. This policy outlines the general framework; specific Retailer return policies are displayed on product listings where applicable.

Order Cancellation

Your eligibility for a refund when cancelling an order depends on when you cancel relative to the order’s progress:

Before the Retailer accepts your order: Full refund to your original payment method.

After the Retailer accepts but before the courier picks up: A refund may be issued minus any applicable fees, at Instamall’s discretion, depending on whether the Retailer has already begun preparing the order.

After the courier picks up your order: Refunds are generally not available at this stage, as the Retailer has prepared the order and a courier has been dispatched.

Issues with Your Order

If you experience any of the following, please contact support@instamall.co within 48 hours of the estimated delivery time:

Order never delivered: We will investigate using delivery confirmation data (GPS, photo proof, timestamps) from our delivery partner. If delivery cannot be confirmed, you will receive a full refund.

Wrong item(s) received: We will coordinate with the Retailer to arrange a replacement or issue a refund for the incorrect item(s).

Damaged item(s): If items arrived damaged, please include photos when contacting support. We will coordinate with the Retailer and/or delivery partner to determine responsibility and issue a refund or replacement as appropriate.

Missing item(s): If part of your order is missing, we will investigate and issue a refund for the missing item(s) if confirmed.

Quality issue: If an item does not match the product listing description (e.g., wrong size, wrong color, materially different from what was advertised), contact us and we will work with the Retailer to resolve the issue.

Returns

Return eligibility depends on the Retailer’s return policy, which is disclosed on the product listing page. General guidelines:

Returnable items: If the Retailer accepts returns, you may initiate a return through the Instamall app or by contacting support. The Retailer’s specific return window and conditions apply.

Non-returnable items: Some items are generally not eligible for return, including final sale items, intimate apparel, swimwear, customized or personalized items, and items that have been worn, washed, or altered. Retailer-specific exclusions are noted on the product listing.

Return shipping: Depending on the reason for the return and the Retailer’s policy, return shipping may be the responsibility of the customer or the Retailer. This will be communicated when the return is initiated.

How Refunds Are Processed

Refunds are processed to your original payment method via Stripe, our payment processor. Processing times vary by payment method and financial institution, but typically take 5–10 business days to appear on your statement after approval. Instamall does not charge fees for refunds.

Service Fees and Delivery Fees

Service fees and delivery fees are generally non-refundable unless the issue was caused by Instamall, the Retailer, or the delivery partner (e.g., order never delivered, completely wrong order). In those cases, all fees associated with the affected order will be refunded.

Refund Abuse

Instamall reserves the right to limit, suspend, or revoke refund eligibility for accounts that exhibit patterns of abuse. This includes, but is not limited to, frequent claims of non-delivery that contradict delivery confirmation data, repeated claims of missing or wrong items inconsistent with normal consumer behavior, and patterns suggesting misuse of the refund process. We may use transaction data, delivery confirmation records, and other information to assess the validity of refund requests.

Contact Us

For any order issues, refund requests, or return inquiries:

Email: support@instamall.co
In-App: Use the “Help” section in the Instamall app
Mailing Address: Instamall, LLC, 38 NW 24th Street, Miami, FL 33127