At OnPoint Mall, we are dedicated to ensuring your satisfaction with every purchase. If you’re not entirely happy with your order, our return policy is here to assist you.

1. Return Window

  • 7-Day Return Period: You have 7 days from the date of delivery to initiate a return. Please contact our customer support within this timeframe to ensure eligibility.

2. Eligibility Criteria

To qualify for a return, ensure that:

  • The item is in its original condition, unused, and unaltered.
  • All original packaging, tags, labels, and accessories are intact.
  • A valid proof of purchase (receipt or order confirmation) is provided.

3. Non-Returnable Items

Certain items cannot be returned, including:

  • Perishable goods, unless a valid reason is raised at the point of delivery with affirmation from the dispatcher.
  • Personal care products (e.g., beauty, health items) for hygiene reasons.
  • Intimate apparel such as lingerie, innerwear, and socks.
  • Customized or personalized items.
  • Products damaged due to misuse or mishandling.
  • Items with tampered or missing serial numbers or UPC codes.

4. Return Process

Step 1: Initiate a Return

  • Contact Us: Reach out to our customer support via email at support@onpointmall.africa or call [Customer Support Number]. Provide your order number, the reason for return, and any supporting evidence (e.g., photos of defective items).

Step 2: Authorization

  • Review: Our team will assess your request. If approved, you’ll receive a Return Authorization Number (RAN) and instructions on how to proceed.

Step 3: Return the Item

  • Packaging: Securely pack the item in its original packaging, including all accessories and documentation.
  • Shipping: Depending on your location, we’ll guide you to either drop off the item at a designated center or schedule a pickup. Please ensure the RAN is clearly marked on the package.

Step 4: Inspection and Resolution

  • Inspection: Once we receive the returned item, our quality assurance team will inspect it to confirm it meets our return criteria.
  • Resolution: Upon approval, you can choose between a replacement, exchange, or refund.

5. Refunds

  • Processing Time: Refunds are processed within 7-10 business days after the returned item passes inspection.
  • Method: Refunds will be issued to the original payment method or as store credit, based on your preference.

6. Exchanges

  • If you wish to exchange an item for a different size, color, or model, please specify this during the return initiation. Exchanges are subject to product availability.

7. Shipping Costs

  • Defective or Incorrect Items: If the return is due to our error (e.g., defective or wrong item), we will cover the return shipping costs.
  • Other Reasons: For returns due to personal reasons (e.g., changed mind), the customer is responsible for return shipping fees.

8. Items Damaged in Transit

  • If your item arrives damaged, please contact us immediately. Provide photos of the damaged packaging and product to facilitate a swift resolution.

9. Warranty Claims

  • For items covered under a manufacturer’s warranty, please refer to the warranty terms. Our customer support can assist in guiding you through the warranty claim process.

10. Contact Us

For any questions or assistance regarding returns:

Your satisfaction is our priority. We appreciate your trust in OnPoint Mall and aim to provide a seamless shopping experience.

Note: This return policy is subject to change. Please review it periodically for updates.