Dedicated Helpline

Our goal at Censuria Mall is to offer high-quality products at the most competitive price, whilst providing hassle-free payment process AND deliver a top-notch customer support experience.

To us, no inquiry is too small to entertain, and we believe that great customer experience begins at the first presale inquiry. We require all our vendors to provide a dedicated helpline for presale inquiries. Therefore, you will be directly communicating with the vendors instead of us.

As fellow consumers, we understand that making a product return/refund request through an online platform can sometimes be frustratingly complicated and time-consuming. Thus, we let you communicate directly with the vendor via their dedicated helpline in order to smoothen the return/refund process and to improve your after-sale experience.

Product Return & Refund

Here are the steps to take when requesting to return/get a refund on your purchase:

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1

Return & Refund Policy

  • Read and understand the return & refund policy stated on the product page.
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2

Contact Vendor

  • Contact the vendor immediately via their dedicated helpline to inform of your return/refund request.
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3

Initiate Return Request

  • Initiate return/refund request and wait for the vendor’s representative to get back to you with a return/refund resolution confirmation and timeline.
  • Please bear in mind that return and/or refund approvals are subject to the respective vendor’s terms and conditions.

Common Questions

What are the terms and conditions for a return or refund request?

You can initiate a return and/or refund request when:
  • You failed to receive your order within the expected delivery timeline.
  • Your delivered order is incomplete.
  • You received the wrong specification (size, colour, model, etc.) for your order.
  • You received a damaged/faulty item.
  • You received a counterfeit item.

What is the validity period to initiate a return or refund request?

You can initiate a return and/or refund request within fourteen (14) days of the product delivery date. After the validity period, all fulfilled orders will be treated as complete and non-returnable/refundable.

Please bear in mind that return and/or refund approvals are subject to the respective vendor’s terms and conditions.

What if there is a dispute?

Should you not be agreeable with the vendor’s resolution, you have your right as a consumer to raise a dispute to us. We will evaluate each case as a neutral party and propose a fair and workable resolution for the dispute. To raise a dispute, please email your request to dispute@censuria.com.

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