Refund & Return Policy

Overview

InstaMall is a marketplace platform that connects you with independent Retailers. Because products are sourced, prepared, and fulfilled by individual Retailers, and because some orders may be fulfilled through InstaMall’s Independent Shopping Service, refund and return eligibility may vary by Retailer, product, fulfillment method, item condition, timing, and applicable law.

This Policy outlines InstaMall’s general refund and return framework. Specific Retailer return policies, return windows, final-sale or non-returnable designations, condition requirements, return-shipping charges, restocking fees, and other applicable return restrictions will be displayed or linked on the product listing, in the app or website, at checkout, or otherwise before you submit your order or confirm the applicable return action.

If no Retailer-specific return policy is displayed before checkout, InstaMall will apply this Policy and any mandatory rights provided by applicable law. Nothing in this Policy limits any refund, return, cancellation, warranty, chargeback, or other right you may have under applicable law. If applicable law provides greater rights than this Policy, those rights apply.

Fulfillment Models

Partner Retailer orders. Certain Retailers have a direct commercial relationship with InstaMall and prepare and fulfill your order directly before handoff to a Delivery Partner. For those orders, the applicable Retailer return policy generally controls, subject to this Policy and applicable law.

Independent Shopping Service. Certain orders may be fulfilled through InstaMall’s Independent Shopping Service, where a Personal Shopper purchases the requested item(s) on your behalf from a third-party retailer. Because those items are purchased on your behalf, direct returns to the originating retailer may be unavailable. Returns for Independent Shopping Service orders must generally be initiated through InstaMall and are governed by this Policy, any terms disclosed before purchase, and applicable law.

AI Virtual Try-On and Product Visualization

Virtual try-on, styling, sizing, and other AI-enabled product visualization features are simulations provided for convenience only. They do not guarantee fit, sizing, color, texture, drape, proportions, product availability, or how an item will appear in person.

A difference between an AI visualization and the actual item is not, by itself, a basis for a refund or return unless the item is wrong, damaged, defective, materially different from the product listing, returnable under the applicable Retailer policy, or otherwise required by law.

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, or before a Personal Shopper begins purchasing the item(s): full refund to your original payment method or other applicable payment balance.

After the Retailer accepts but before courier pickup, or after a Personal Shopper begins working on the order but before the item(s) are purchased: a refund may be issued minus any applicable fees disclosed before purchase or before you confirm the applicable action, depending on whether the Retailer or Personal Shopper has begun preparing, sourcing, or purchasing the order.

After courier pickup, or after a Personal Shopper purchases the item(s) and the order is in progress for delivery: refunds are generally not available, except for eligible order issues described below or as required by applicable law.

If an item is unavailable, cannot be fulfilled, or will be materially delayed, InstaMall will notify you and, as applicable, offer one or more legally permitted options, such as cancelling the unavailable item for a refund, approving a substitute item, authorizing the delayed fulfillment, or cancelling the order for a refund. You will not be charged for an unavailable item that cannot be fulfilled.

Issues with Your Order

If you experience any of the following, please contact support@instamall.co as soon as possible, and preferably within 48 hours of the estimated delivery time, so that we can investigate while delivery, product, and inventory information is still available. This timing request does not limit rights that cannot be waived under applicable law.

Order never delivered. We will investigate using available delivery confirmation data, which may include GPS coordinates, photo proof, timestamps, courier records, Retailer records, and other relevant information from our Delivery Partner. If delivery cannot be confirmed, you will receive a full refund for the undelivered order.

Delivery confirmation disputes. Delivery confirmation data is evidence of delivery but is not an absolute bar to relief. We will review disputes where you believe the order was delivered to the wrong location, the proof of delivery is inaccurate, the package was inaccessible, a required signature or identification check was not completed, or another delivery issue occurred.

Wrong item(s) received. We will coordinate with the Retailer, Personal Shopper, or Delivery Partner, as applicable, to arrange a replacement where available or issue a refund for the incorrect item(s).

Damaged item(s). If items arrive damaged, please include photos when contacting support and retain the item, tags, packaging, receipts, and delivery materials until the investigation is complete. We will coordinate with the Retailer and/or Delivery Partner to determine responsibility and issue a refund, replacement, or other appropriate resolution.

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

Quality, description, or listing issue. If an item is materially different from the product listing or what was advertised, including the wrong size, wrong color, materially different product, or materially inaccurate product description, contact us and we will work with the Retailer to resolve the issue.

Authenticity, recall, or safety issue. If you believe an item is counterfeit, recalled, unsafe, or otherwise unlawful, contact us promptly. We may require supporting information and will coordinate with the Retailer and other appropriate parties to investigate and provide a legally appropriate resolution.

Returns

Return eligibility depends on the applicable Retailer policy or, for Independent Shopping Service orders, the return terms disclosed by InstaMall before purchase or at the time the return is initiated. General guidelines:

Returnable items. If the item is eligible for return, you may initiate a return through the InstaMall app or by contacting support. The applicable return window, condition requirements, and return instructions apply.

Condition of returned items. Unless the item is wrong, damaged, defective, recalled, materially misdescribed, or otherwise required to be accepted by law, returned items must generally be unused, unworn, unwashed, unaltered, and returned with original tags, labels, packaging, accessories, receipts, and proof of purchase.

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, altered, or damaged after delivery. Retailer-specific exclusions will be disclosed on the product listing, at checkout, or otherwise before purchase where applicable.

Exceptions to non-returnable status. Final-sale or non-returnable restrictions do not apply to wrong, damaged, defective, recalled, counterfeit, unsafe, or materially misrepresented items to the extent a refund, return, or other remedy is required by applicable law.

Return shipping and restocking fees. Depending on the reason for the return and the applicable Retailer policy, return shipping, restocking fees, or other return-related charges may be your responsibility or the responsibility of the Retailer. Where known, these charges will be disclosed before purchase; otherwise, they will be communicated before you confirm the return. InstaMall or the Retailer will generally cover return shipping for wrong, damaged, defective, materially misdescribed, or undelivered items unless otherwise permitted by law.

Product information. InstaMall does not independently manufacture, inspect, test, certify, or verify products or product claims; product information is provided by Retailers or brands, or obtained from identified listing sources. Users with allergies, sensitivities, or safety concerns should review the product label and contact the Retailer or brand before purchase. InstaMall will correct, remove, or investigate listings when notified of inaccurate, unsafe, recalled, or counterfeit goods.

How Refunds Are Processed

Refunds are generally 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.

Amounts paid with InstaMall Cash, gift cards, account credits, promotional credits, referral rewards, or similar balances may be refunded to the same balance type unless otherwise required by law or stated in the applicable offer terms. Promotional value may not be reinstated after a cancellation, return, or refund unless required by law or expressly stated in the applicable promotional terms.

Applicable taxes will be refunded in proportion to the refunded item or order amount as required by law. Tips may be non-refundable once paid to the courier, except where delivery was not completed or otherwise required by law. If your original payment method is unavailable, we may issue the refund by another legally permitted method.

InstaMall does not charge a separate fee to issue an approved refund, but cancellation fees, restocking fees, return-shipping fees, service fees, delivery fees, or other disclosed charges may apply as described in this Policy, the applicable product listing, the checkout flow, or other applicable terms.

Service Fees and Delivery Fees

Service fees and delivery fees are generally non-refundable unless the issue was caused by InstaMall, the Retailer, the Personal Shopper, or the Delivery Partner, such as an order that was never delivered or a completely wrong order. For partial order issues, fees may be refunded in whole or on a prorated basis depending on the nature of the issue, the portion of the order affected, whether the service or delivery was completed, and applicable law.

Refund Abuse and Return Monitoring

InstaMall reserves the right to limit, suspend, or revoke refund or return eligibility for accounts that exhibit patterns of abuse. This includes, but is not limited to, frequent claims of non-delivery contradicted by delivery confirmation data, repeated claims of missing or wrong items inconsistent with normal consumer behavior, chargeback abuse, return-policy manipulation, and patterns suggesting misuse of the refund or return process.

We may use transaction data, delivery confirmation records, account and order history, support records, device or session information, and automated or electronic systems, including fraud-prevention and AI-assisted tools, to record, monitor, evaluate, and limit refund or return activity and to assess the validity of refund requests.

If we limit, suspend, or revoke refund or return eligibility, you may contact support@instamall.co to request review. Where required by law, we will provide any required notice before terminating or limiting your return rights based on an electronic return-monitoring system. Any limitation, suspension, or revocation of refund or return eligibility will not limit refunds, returns, chargebacks, warranty rights, or other remedies that cannot be waived under applicable law.

Contact Us

For any order issues, refund requests, or return inquiries, please contact us and include your order number, a description of the issue, relevant photos, and any delivery or product details that may help us investigate.

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