Buyer Protection

Buyer Protection is a set of guarantees provided by that enables buyers to shop with confidence on our website.

Everyone who shops on Intmall receives the following guarantees:

1. Full Refund (if the delivery does not arrive).

If you don’t receive your order, you will get a full refund if your order does not arrive within the delivery time promised by the Intmall.

2. Full or Partial Refund (of defective goods of goods with significant difference between goods and description).

If the item is defective, or is not as described, or is significantly different from the product description, you can:

  • A: Return it and get a full refund;

  • B: Get a partial refund and keep the item (by agreement with the seller).

3. Easy Returns

All products that are delivered can be returned in 15 days, as long as they are unused and in perfect condition.

4. Guaranteed Genuine

If a product that falls under this guarantee is found to be counterfeit, you will get a full refund (shipping costs included).

5. Secured Payments

Every payment made on Intmall is protected by our Buyer Protection.

6. Personal Information Protection

Intmall undertakes to store Your Data in a manner that ensures security against unauthorized access, alteration or deletion, at a level commensurate with its sensitivity.

The following tips will help you avoid some common issues encountered by novice buyers:

1. Make sure you understand your local customs policies

  • It is important to remember that different countries have different customs policies. To avoid customs clearance problems relating to import qualifications of the buyer or import restrictions of the buyer's country, you have the responsibility to find out whether the purchased products and the number of products being imported are in compliance with the relevant local policies. You should also seek to understand whether the purchased products will attract additional local tariffs or customs duties.

2. Check the product's description on the product page carefully

  • The product description page is the only place where the full product information is displayed. Please read the product details, shipping terms, and/or product return polices very carefully. Do not assume that information not displayed on the page will necessarily meet your expectations. If you are unsure about anything, always contact the customer service.

  • Confirm the product model, color, size, etc. before you place your order.

  • If the products you purchased are different from the product descriptions or if they are below an acceptable level of quality, please contact the customer service immediately and try to resolve the problem.

3. Fill in the correct delivery address

  • To make sure your order will be delivered correctly, carefully fill in your delivery address details before making any payments.

  • 'PO BOX' is a mailbox. Since most of the products on the platform are couriered in the form of a package, using a PO BOX as delivery address will mean your order will not be deliverable to you. Avoid using PO BOX as a delivery address.

4. Product checking and confirmation

  • Please check the condition of your package before you sign and acknowledge receipt of delivery to avoid problems relating to product damage or the quantity of products that were delivered. Do not sign and acknowledge receipt of your order if the packaging on the outside has signs of damage.

  • Please check the contents of your package immediately after signing and acknowledging receipt of delivery. Contact the customer service immediately if you discover any further problems.

5. Confirm the return address with the customer service before returning your products

  • If you need to return an item because it is below an acceptable level of quality or the item delivered is substantially different from its description on the website, please make sure you confirm the return address with before sending it back.

You are not eligible for Intmall Buyer Protection if:

  1. You claim you did not receive your order when the shipping company's records show that you did.

  2. You claim the order that you received is not as described when the supplier can prove that it is.

  3. The item was delivered but you no longer want it and do not accept it (regardless of the reason).

  4. The item was delivered but you did not receive it within a fixed amount of time (1 month for registered air mail and 14 days for E-commerce express).

  5. The item was not delivered due to your own fault, if you provided us with the wrong shipping address or consignee information for example.

Contact Us

You can contact our Customer service via email or hotline. Our working hours: 9:00 – 18:00 (UTS+3).




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