At MizaMall, stringent Seller selection processes are in place when introducing Sellers to join the MizaMall family. The key reason for this is to ensure that you can trust that buying products from MizaMall will always be 100% Authentic.
We are confident that all products purchased under MizaMall are 100% Authentic or you will be eligible for 5x Authenticity Guarantee. This page is your one-stop reference for all you will need to know about MizaMall Authenticity Guarantee.
What Is Authentic?
Authentic simply means that the product is undisputedly original and not a copy; genuine. This means that the product is in no way an imitation with the intent to deceive or defraud.
Based on this example, a product that is a replica or listed as OEM (Original Equipment Manufacturer) is not Authentic or Counterfeit.
To further avoid any misconception of Authenticity, the below reasons are NOT reasons to claim a MizaMall product as Not Authentic:
How Do I Claim For The Lazmall Authenticity Money Back Guarantee?
In the instance that you have received a MizaMall product and you are not convinced that the product is Authentic. You may follow the simple steps below for us to investigate your claim:
STEP 1: Raise a Return Request and select the return reason as ‘Counterfeit’
STEP 2: You will receive a call from our Customer Service agent to:
(i) Verify your claim to ensure you have selected the right return reason.
This is important as once a Counterfeit claim against MizaMall results in a rejection (Brand has confirmed Authenticity of product), you will no longer be able to return the product under a different return reason)
(ii) Provide an email to fill with required information to support your claim.
You will have two (2) days to submit your statement to back your Counterfeit claim including a picture of the MizaMall product you received and a comparative picture of an Authentic product. You may also submit other picture references to support your claim.
STEP 3: Once our team has received your completed Counterfeit claim supporting form, Mizaada will start an investigation and you will receive a decision in five (5) working days (Saturday, Sunday and National Public Holidays are deemed as non-working days).
It is key that you do not drop off the return package with the return courier until you receive the results of the Counterfeit investigation. This could result in the process taking longer than indicated.
STEP 4: In the case the decision from your claim is approved, you will receive your Authenticity Guarantee as depicted below:
*To multiple item(s) in a Package, with a singular item returned, a Shipping Fee refund will be pro-rated
**Once a decision has been communicated as an approval, the customer if to proceed with the regular return process and a Refund from the Return will be concluded once the returned item is received by MizaMada/ Mizamall Seller (approximated at 8 working days from the point the Return package is Dropped off or Picked Up by the courier).
***5x compensation will be based on the purchase price of one product, not on the total order value. Buyers can only claim compensation one time per month, with each claim being one (1) unique product item. The maximum payout for a claim is capped at 5000 MYR.
**** The voucher will be in the format of a code voucher with a validity of 3 months for usage. Customers will receive this code voucher within 2 working days from when the decision is communicated via Mizaada registered email.