The members of Kristamall are dedicated to resolving any disagreements (concerning products) or complaints in a fair and timely manner (general).
Item not as described: If the buyer receives an item that is significantly different from how it was described in the listing, they may be entitled to a refund or other resolution.
Item not received: If the buyer paid for an item but never received it, they may be able to request a refund or request that the seller resend the item.
Item received but not as expected: If the buyer received an item but it is not what they expected or is not suitable for their needs, they may be able to request a refund or return the item for a partial or full refund.
Fraud or unauthorized charges: If the buyer believes that they have been the victim of fraud or unauthorized charges, they may be able to request a refund or dispute the charge with their credit card company or bank.
If you have any worries, please let us know right away so that we can address them. We might be able to do so over the phone or in person.
It is advised that you get in touch with the retail representative or Kristamall staff member you have been working with first.
If you feel that the problem has not been satisfactorily fixed, please get in touch with us by:
a) Email:complaints@kristamall.com
b) Phone:
c) filling out our online form
We will acknowledge your complaint if you choose to send it to us through email within 24 hours of our receipt.
A member of our team will support you in managing the complaint or disagreement and will let you know if more details are required. To escalate your problem to the proper person, who will look into it and get back to you, our staff will communicate with managers and other team members. You will be informed of the decision and the reasoning behind it if your complaint or dispute is escalated to the Dispute Resolution Officer, who will decide on a reasonable remedy.
If you contact us and need additional help submitting your complaint or disagreement, please let us know. We'll make sure we understand your needs and give you the right amount of extra help or flexibility.
You won't be charged anything to process any complaints or disputes.
You will receive a Dispute Resolution Response from us that includes the following details:
(i) The final result of your dispute or complaint following our dispute resolution procedure; and
(ii) if you are not satisfied with our response, you have the right to refer the complaint or dispute to an outside dispute resolution service, along with their contact information.
If we reject your complaint or disagreement entirely, we will explain why in our answer. This will include our conclusions regarding factual issues and enough details for you to comprehend how we came to those conclusions.
Through our internal processes, we make sure that every complaint or dispute is acknowledged within 24 hours of delivery and resolved within the allotted time frames. Most complaints will receive a response within 30 days, or within 21 days if there is hardship involved, outlining the resolution of the disagreement and its causes.
In other cases, Kristamall might ask the complaint or their representative for more information, in which case there might be extra time constraints.
