Return and Refund Policy — Ancient Mall

Effective date: [Insert date]
Last updated: [Insert date]
Website: https://ancientsmall.com
Contact: [email protected]

1. Purpose and scope

Ancient Mall connects buyers, sellers and delivery personnel. This policy explains how to request cancellations, returns, replacements and refunds for purchases made through Ancient Mall. We coordinate requests with the seller and delivery provider where appropriate. Your seller is identified in the order details.

This policy does not reduce rights available under applicable law. Mandatory consumer protections take priority over seller conditions, “no returns” notices and the administrative time targets below. A seller may offer more generous terms if disclosed before purchase.

2. Reasons for a return or other remedy

Contact us if your item is defective, damaged in transit, incorrect, incomplete, counterfeit, expired when sold as suitable for use, or materially different from its description. You may also request help with an order that has not arrived or was marked delivered incorrectly.

Depending on the issue, your legal rights and your preference, an appropriate outcome may be a refund, replacement, repair or agreed partial refund. We will not force you to accept store credit or a replacement where you are entitled to a monetary refund. Do not use or resell a product that appears unsafe.

3. Cancellation and change of mind

For covered electronic purchases in Ghana, consumers may cancel goods within 14 calendar days after receipt, without giving a reason or paying a penalty. Covered service transactions have a seven-calendar-day cancellation period after agreement, subject to statutory exceptions. Where a statutory cancellation applies, only the direct return cost may be charged to the consumer.

Notify support within the applicable period; seller approval is not a condition of exercising a valid statutory right. Outside that right, any additional change-of-mind offer depends on the terms disclosed with the product.

Some transactions are excluded from the statutory grace period. Relevant examples include personalised goods, perishables, goods that by their nature cannot be returned, and unsealed software or audio/video recordings. Any exclusion must have a lawful basis and be explained before purchase. An exclusion from change-of-mind cancellation does not remove remedies for faulty, unsafe or misdescribed goods.

4. Reporting a problem

Report visible damage, missing contents or the wrong item as soon as possible, preferably within 48 hours of delivery. This is an investigation target, not a deadline that removes your legal rights. Report hidden defects when discovered; warranty and statutory rights may continue beyond the initial cancellation period.

Email [email protected] with the subject Return Request — [Order Number], or use the in-app support option where available. Include:

• Your name and registered contact details.
• Order number and affected item or items.
• Delivery date and a description of the issue or cancellation request.
• Your preferred remedy.
• Relevant photographs, messages or receipts, if available.

An unboxing video is helpful but is not required for every claim. If evidence is unavailable, explain what happened so we can consider other records. Never send a password, PIN, OTP or full payment-card number.

5. Return handling

1. We log the request and contact the seller. Sellers must respond within 24 hours under the Seller Policy.
2. We communicate the next steps, the return destination or collection arrangement, and who pays the transport cost. Seller silence does not automatically defeat a claim.
3. Follow those instructions and normally hand over the goods within seven calendar days of receiving them. Tell us promptly if collection or another practical problem prevents this; our own delays will not count against you.
4. Pack the item securely and include supplied accessories, components and gifts associated with the returned item where reasonably available. Keep tracking or handover evidence.
5. The receiving seller should inspect the return and report findings within two business days. Any proposed rejection must identify the reason and supporting evidence.

Use original packaging where reasonably available. Missing packaging alone does not automatically defeat a valid defect claim or statutory remedy. Reasonable inspection of goods is different from misuse. Claims for damage caused by the buyer may be declined to the extent supported by evidence and permitted by law.

Do not send goods to our mailing address without return instructions. For dangerous or suspected counterfeit items, contact support for safe handling instructions rather than arranging shipment independently.

6. Return costs and refund amounts

Refunds reflect what was actually paid, including the effect of discounts. A promotion does not remove statutory rights. No unexplained processing fee or platform commission will be deducted from a refund legally due to the buyer. Seller commission reversals are handled under the Seller Policy.

7. Refund method and timing

Refunds normally go to the original payment method. If that is unavailable, or an authorised cash-on-delivery payment was used, support will agree a secure alternative with the verified buyer. We do not require another purchase to access a refund.

Our operational target is to initiate an approved refund within five business days after entitlement and any necessary return evidence have been established. For ordinary cancellation refunds, our policy is to complete the refund within 30 calendar days of receiving the cancellation notice, subject to any earlier legal deadline. We will not use seller inspection or internal processing to extend a mandatory deadline.

Where a supplier cannot fulfil an order because the goods or services are unavailable, the buyer will be notified immediately and payment refunded within seven calendar days after notification. Payment-provider posting times vary; we will supply a refund reference and help trace a delayed credit.

8. Orders cancelled before delivery

Contact support as soon as you want to cancel. If dispatch can be stopped, we will coordinate cancellation. Once dispatched, return arrangements may be needed; dispatch does not itself remove a statutory cancellation right.

If delivery fails because of an incorrect address or the buyer's unavailability, we will explain the options and any lawful, previously disclosed redelivery cost before charging it. There is no automatic forfeiture of the full purchase price.

If the order exceeds the agreed delivery period, contact us for a remedy. Unless another period was agreed, the applicable Ghanaian statutory fulfilment period is 14 days after receipt of the order. A missed applicable deadline may entitle the consumer to cancel.

9. Disputes, warranties and abuse

If you disagree with a decision, reply to the case email with Appeal — [Case Number] and explain why. We aim to review appeals within five to seven business days of receiving the necessary information. Internal review does not prevent complaints to a competent authority, a payment-provider dispute or court proceedings.

Manufacturer warranties supplement rather than replace legal rights against the responsible seller. False evidence, substituted returns and duplicate recovery are prohibited. We assess each claim on its evidence and explain adverse decisions.

10. Contact

Email: [email protected]
Mailing address: Ancient Mall, Brofoyedru – Kumasi, Ghana. This is not an automatic return address.