Refund policy

Group buys depend on committed participant numbers to meet minimum order quantities and fund a production batch. Hosted group-buy orders are therefore generally non-cancelable and non-refundable after the listing’s displayed refund-request deadline or once manufacturing, procurement, or another irreversible production commitment begins.

Before the refund deadline

Each hosted listing displays the date through which the vendor accepts discretionary refund requests. A customer may submit a request from the dashboard before that deadline. Submission does not guarantee approval: the vendor reviews the request against the listing terms, production status, and applicable law. Once customers have ordered, a vendor may extend this deadline but cannot shorten it.

Failed group buys

If a hosted group buy closes without reaching its stated MOQ, Mallello automatically initiates a full refund of the customer’s remaining paid order amount to the original payment method. This applies regardless of the ordinary refund-request deadline.

After production or shipping

The discretionary request window does not limit rights that cannot lawfully be excluded. Customers should contact support about damaged, incorrect, defective, unsafe, materially delayed, or undelivered items, and include the order ID and relevant evidence. Custom or made-to-order goods may have different withdrawal rules depending on the customer’s jurisdiction.

Platform fee

Mallello’s platform fee is charged to the vendor for each hosted sale and is retained by Mallello when an order is refunded, where permitted by the vendor agreement and applicable law. It is not subtracted from a customer refund that is described as a full refund; the vendor remains responsible for funding the customer refund and the retained platform fee.

Approved refunds

Approved hosted refunds are issued through Stripe to the original payment method. Bank processing time is outside Mallello’s control. External vendor-site purchases must be handled under that vendor’s checkout and refund process.

Disputes

Contact support before opening a payment dispute so the vendor and Mallello can investigate. This does not limit statutory rights or card-network rights.