Refund Policy

1. Before a supplier purchase is made

If you cancel an order, Shop for Me request, or an accepted quotation before we have purchased the item from the supplier, you are entitled to a full refund of any amount already paid, credited back to your original payment method or ATG Wallet.

2. After a supplier purchase is made

Once we have purchased an item from a supplier on your behalf, the product cost portion is generally non-refundable, because it has already been paid out to a third party. Our service fee may still be refundable at our discretion if the order has not yet shipped. If a supplier is unable to fulfil an order after purchase, we will work to secure a refund from the supplier and pass on what is recovered.

3. Damaged, incorrect or missing items

All packages are inspected on arrival at our warehouse. If an item arrives damaged, is materially different from what was ordered, or a package received differs from what the supplier confirmed was shipped, contact support with your order or package reference within 7 days of the warehouse receipt or delivery being logged on your account. We will investigate with the supplier and/or carrier and, where the issue is confirmed, offer a refund, replacement, or wallet credit as appropriate.

4. Shipping and customs charges

International shipping fees are generally non-refundable once a shipment has been dispatched, except where the delay or loss is caused by an error on our part. Customs duties or clearance charges paid to a customs authority are not refundable by ATG Mall.

5. Lost shipments

If a shipment is confirmed lost in transit by our shipping partner, we will refund the value of the affected items and shipping charges paid for that shipment, or offer to re-source and re-ship the items, at your choice, subject to the outcome of any claim with the carrier.

6. How refunds are paid

Approved refunds are credited to your ATG Wallet by default so they can be used immediately toward a new order, or paid back to your original payment method where that is not practical, at our discretion. Refunds typically appear in your Wallet transaction history immediately once issued by our team.

7. Requesting a refund

Open a support ticket from your account with your order, package or shipment reference. Our team reviews refund requests case by case, since every cross-border order sits at a different stage of purchase, consolidation or shipping.