GrabMall: Consumer Return and Refund Policy

This Policy forms part of and is to be read together with Grab Terms of Services and any additional terms that apply to your use of the Platform service (together, the “Agreement”). Grab maintains the authority to modify the refund and return procedures with or without advance notice to Consumers; where applicable or permitted by the applicable law or regulation, such updates do not necessitate the Consumer’s formal agreement. For avoidance of doubt, this Policy applies to all Consumers utilizing Grab’s Platform. In the event of any conflict or inconsistency between the terms of this Policy and those of the Grab Terms of Services or its additional terms, you acknowledge and agree that the stipulations set forth in this Policy shall take precedence.

Recitals

●        WHEREAS, Grab serves as the operator of the Platform, which enables Consumers to purchase Products offered and sold by Merchants;

●        WHEREAS, Grab has established a standardised return and refund framework applicable to transactions conducted through the Platform, with the objective of providing clarity and consistency in the handling of return and refund requests; and

●        WHEREAS, you agree to be bound by this Policy as a condition of using, and accessing, the return and refund processes made available through the Platform.

NOW, THEREFORE, by submitting a return or refund request through the Platform, you agree to the following terms.

1.     Definitions  

“Policy” means this GrabMall Merchant Return and Refund Policy agreement, including any subsequent updates, amendments, or schedules published by Grab.

“Merchants” means any third-party seller or retail partner utilizing the Platform to list, market, sell, and fulfill products to Consumers.

“Consumer(s)” or “You” means an end-user who accesses the Platform and places an order to purchase Products offered and sold by a Merchant.

“Compelling Evidence” means the required documentation, photos, and/or videos provided by a Consumer to substantiate a claim, demonstrating a Product’s defect, damage, discrepancy, or proof of its physical state.

“Original Condition” means the state a Product returned in substantially the same condition as when delivered to you, requiring that it be returned unused, unwashed, unaltered, with all original tags, factory packaging, and complete accompanying components or accessories intact.

“Platform” means Grab’s proprietary marketplace, mobile applications, and e-commerce software platforms through which Merchants list Products and Consumers transact.

“Product / Products” means the retail goods, merchandise, or physical items offered, sold, and fulfilled by a Merchant via the Platform.

“Clause” means the specific numbered sections, subsections, or structural clauses contained within this Policy.

“Stock Keeping Unit” or “SKU” means the unique alphanumeric identifier used to track a specific item, variation, or product type listed on the Platform.

“Request Window” means the strict time frame of seven (7)  days following the delivery date of an order during which a Consumer must submit a return or refund request.

2.     Purpose and Scope 

The primary objective of this Policy is to establish a comprehensive and standardised return and refund framework for the Platform, enhancing the Consumer experience through clear, predictable outcomes while upholding Merchant fairness.

3.     Eligibility to Make a Request

You acknowledge and agree that, before you submit a return or refund request, the following conditions must be met:

a.      One request per order. You may make only one (1) return or refund request for each order. A second request from the same order cannot be submitted, and You should therefore include every affected Product from the order in Your single request.

b.     Compelling Evidence. You must provide Compelling Evidence to support your request, including documentation of any defect, damage, or discrepancy in the Products you received, and proof of the Product’s original condition such as unboxing videos where applicable.

c.      Promotional Products and free gifts. Return and refund eligibility applies to promotional Products purchased with promotional discounts. Products provided as complimentary gifts without a specific purchase requirement (for example, a bonus included with a transaction) are excluded from return and refund eligibility.

4.     Request Window

You must submit your return or refund request through the Platform within the Request Window. This Request Window applies to all Product categories, including perishable Products. Any requests submitted after the Request Window will not be accepted.

5.     Eligible Reasons and Refund Determination

(a) You may initiate a return or refund request through the Platform for the following reasons, including but not limited to, and subject to the applicable requirements determined by Grab from time to time. Depending on the reason, Grab and/or the Merchant may approve a return, a refund, or both. Where “return needed” is No in the table below, an approved request may result in a direct refund without return of the Product(s). Where “return needed” is Yes, a refund may be issued after the Product(s) are returned and approved, as applicable. 

(b) You agree that Grab reserves the sole and absolute discretion to:

(1)   determine whether a return or refund request is eligible, including establishing, applying, and interpreting the criteria for return eligibility, refund eligibility, or direct refund approval;

(2)   decide if a refund requires the physical return of the Product or if a direct refund (without requiring return) is appropriate, depending the nature of the claim, the category of the Product, and operational considerations; and

(3)   determine Products that fall under the non-returnable categories from time to time.

(c) Return and refund eligibility also applies to promotional Products bought with promotional discounts. However, Products provided as complimentary gifts without specific purchase requirements, such as a bonus included with a transaction, are excluded from return and refund eligibility. 

(d) Certain perishable or non-perishable Products that upon being opened, used, or unsealed by the Consumer may be deemed as a safety or hygiene hazard towards the Merchant and/or third-parties are herein deemed Hygiene-Sensitive or Safety-Critical. Products that are deemed Hygiene-Sensitive or Safety-Critical cannot be returned if they have been opened, used, or unsealed. 

(e) Change of mind, buyer’s remorse, or cancellation due to a change of preference is not an eligible return or refund reason under this Policy, unless required by relevant laws and regulations or expressly made available in the Grab Platform. 

(f) You acknowledge refunds will be processed back to Your original payment method used when purchasing the Product, subject to internal verification at Grab’s sole discretion. 

(g) To protect against abuse, Grab may limit or disqualify requests where your return activity is inconsistent with genuine, good-faith use of the service. 

6.     Condition of Returned Items

Where a return is required, You as the Consumer are responsible for ensuring the Product is returned in its Original Condition. Where You need to inspect the Product or provide evidence, You may open factory packaging provided You return the Product with all original packaging and components; opening packaging solely to verify or document the issue does not by itself render the return non-compliant. Unless otherwise agreed in writing, a return will not be accepted, and no refund will be released, where any of the following conditions applies to the Product returned:

a.      Product Mismatch: Where the returned Product(s) does not align with the purchased Product(s) in terms of SKU, model, size, color, material, or version and/or contains missing, damaged, or altered serial numbers, security seals, tags, factory packaging, or original labels the returned Product will not be accepted.

b.    Functional failure or Damage: Where the Product is not in working or good order (except for claims involving defects, expiration, counterfeits, or transit damage), the returned Product will not be accepted.

c.     Shortage in quantity. Where the number of Products returned is less than the quantity ordered, despite a request for a full refund of the entire transaction, the return will not be accepted.

d.      Non-compliant Products or Incomplete Substitutes: Where unrelated third-party products, used substitutes, counterfeits, or damaged Products not originally purchased are returned, the returned Product will not be accepted.

e.     Void Shipments: Where the returned parcel is empty, contains only packing filler, or contains unrelated personal Products instead of the Products ordered, the return will not be accepted.

f.      Omission of Essential Components & Bundles: Where the returned Product(s) is not accompanied by essential matching components, such as those included in officially bundled accessory sets, warranty cards, manuals, or free gifts/complementary Products that came with the original order, the returned Product will not be accepted.

g.      Hygiene-Sensitive or Safety-Critical: Where a Product classified as hygiene-sensitive or safety-critical has been opened, used, or unsealed, the returned Product will not be accepted.

h.     Insufficient or Inconclusive Evidence. Where the required Compelling Evidence of damage or defect are not provided, or where the Compelling Evidence is of unacceptably low quality (for example, blurry, dark, or unable to show the Product or the issue), artificially altered, or misrepresented (including evidence edited, enhanced, or generated using software or AI tools), the returned Product may not be accepted.

Grab reserves the right to determine other conditions under which a rejection is permitted, subject to its investigation and applicable laws and regulations.

7.     Evidence the Consumer Must Provide

When You submit a request to return a Product, You must provide Compelling Evidence for the return reason, which involves selecting a return reason, describing the issue, and attach supporting photos and/or videos. Grab may periodically determine the types, formats, and submission requirements for such Compelling Evidence. The specific Compelling Evidence required depends on the reason for Your claim:

• Undelivered Product: No evidence required.
• Unauthorized Access: A clear photo or video showing that the parcel received is empty or suspicious.
• Compromised Packaging: A clear photo or video demonstrating that the parcel is damaged and compromised.
• Physical Damage: A clear photo or video of the Product received, compared against the Product listing on the Platform, showing the damage Product.
• Incomplete Product: A clear photo or video showing that one or more Product(s) and/or their essential components, accessories, or free gifts which should have been part of the Product are missing when compared to the Product listing on the Platform.
• Incorrect Product: A clear photo or video showing the wrong Product(s) received when compared to the Product listing on the Platform.
• Functional Defect: A clear photo or video showing that the Product(s) is inoperable or fails to perform its intended function.
• Expired product: A clear photo or video showing the Product(s) received together with the expiry date.
• Counterfeit product: A clear photo or video supporting the counterfeit claim when compared to the Product listing.
• Description Mismatch: A clear photo or video showing significant deviation between the Product received and the listing’s specifications and/or images as displayed on the Platform. 

Grab reserves the right to determine what types, formats, and delivery methods of evidence are required to support a claim. All claims may be reviewed and evaluated by Grab on a case-by-case basis (if required).

8.     Return and Refund Process

You acknowledge and agree that Grab maintains absolute discretion to implement return and refund procedures that may deviate from the protocols specified below. This authority applies to all claims or requests initiated by either Merchants or Consumers and will be exercised based on the specific evidence submitted and the underlying justification for the claim or request.

(a) Making a Return and Refund Request. You may raise Your request from the order summary page in the Grab app, together with all Compelling Evidence supporting the claim. Upon a filed request, Grab will review the evidence submitted and, depending on the reason for the request, Grab may request additional information or supporting documents from You for verification purposes. You shall provide such information in a timely manner. Failure to do so may result in Your request being rejected. 

(b) Return and Pick-up. Where a return is approved, You will receive a Pick-up Link, subject to the following:

●      Pick-Up Time: Pick-up time slots shall account for and follow the Merchant’s store operating hours and location, accounting for any temporary suspension of operations;

●      Unsuccessful Pick-Up or Cancellation: Where a pick-up is unsuccessful or cancelled by the delivery partner (for example, You are not present or the Product cannot be located), You may rebook the pick-up within three (3) days of the cancellation, and Grab shall bear the applicable return shipping cost; If You cancel the pick-up, no return delivery will be performed, and the case will be deemed closed.

●      Returning the wrong Product: If You return the wrong Product to the Merchant, a second return trip will not be arranged, the Product will not be sent back to You, and no refund will be released;

●      Risk of Loss or Damage: Any risk of loss or damage to a returned Product shall remain with You until the Product is successfully collected by Grab’s delivery partner, and shall thereafter transfer in accordance with Grab’s delivery policies; and

●      Inspection Process: Once Your returned Product is received, it will be inspected within 48 hours. If there is no response in that time, Your refund is released automatically.

(c) Appeal Window: If You disagree with the outcome of Your return or refund request, You may raise a dispute or appeal through the Platform within three (3) days of the date the outcome is communicated to You on the Platform, and Grab’s decision following review shall be final, subject to applicable law. 

9.     Return Shipping Costs

(a) Costs not charged to you: You will not bear return shipping costs where:
●      the return arises from the Merchant’s fault (for example, defective Products or wrong or improper packaging);

●      delivery of the returned Product is unsuccessful;

●      the returned package of the Product is damaged due to a logistics error during transit; or the Merchant elects to provide a refund without requiring the physical return of the Product.

 (b) Costs borne by Grab:
●      Grab may, at its absolute discretion and on a case by case basis, offer You a temporary subsidy to cover return shipping costs. Any such subsidy:

○      does not create a continuing obligation;

○      does not constitute a waiver of Grab’s rights, and

○      shall not be construed as establishing any precedent.

The duration of such a subsidy remains entirely at Grab’s discretion.

●      Grab will assume responsibility for return shipping costs in the event of :

○      a failed pick-up by Grab’s delivery partners, such as when a delivery partner cannot locate the Product or the Consumer is unavailable at the designated time.

●      For the avoidance of doubt, regarding return shipping cost:

○      Grab’s assumption of return shipping costs shall be limited strictly to the shipping costs themselves; and

○      Grab shall not be liable for any indirect, incidental, or consequential losses, including loss of profits, business interruption, or reputational harm.

Grab reserves the right to revise, reallocate, or discontinue the assumption of return shipping costs in accordance with updates to its policies or operational requirements.

10.  Receiving Your Refund

a.      Your refund is calculated based on the actual amount you paid at checkout.

b.     Partial refunds may be introduced and applied to eligible requests over time; where a partial refund applies to Your request, it will be reflected in the Grab app.

c.      The value of vouchers, discounts, and promotions may not be refunded in cash or in kind, and may not be reinstated to Your account, subject to the terms of each promotion.

d.     The time taken for the refund to reach Your account depends on the payment method you used at checkout.

e.      If you paid in cash, Your refund will be credited as Grab credit or an equivalent voucher where available to You.

11.  Disputes and Claims

a.      Grab reserves the right to require Consumers and Merchants to provide evidence, including photos and videos, to support or contest any return or refund claim, and to determine from time to time the types, formats, and submission methods of such evidence. Grab will communicate the specific evidence necessary to substantiate or challenge a claim to the involved parties, based on the nature of the particular dispute.

b.     If You disagree with the outcome proposed by a Merchant, or with the assessed condition of a returned Product, You may raise a dispute to Grab through the app. Grab will investigate and review the case based on the supporting documentation and evidence provided by all parties.

c.      Grab retains exclusive authority to approve or deny any claim or dispute and to resolve it based on its investigation and the evidence provided. Grab’s decision shall be final and conclusive, and all parties will receive notification of the outcome.

d. Consumers agree and acknowledge that Grab’s adjudications are final and conclusive. Any decisions made by Grab upon a claim or dispute shall be notified to the relevant parties (the Consumer and Merchant).