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Last Updated: August 1, 2025


These Terms of Service apply to all household goods sold by pou-mall to customers based in Australia. The platform is operated by cross-border e-commerce entity 昆明果涟商贸有限公司, and we strictly comply with the Competition and Consumer Act 2010 (Australian Consumer Law, ACL) and relevant regulatory requirements. By placing an order on our site, you agree to all terms outlined herein. These Terms of Service are supplementary to our published Privacy Policy, and together constitute the full service agreement between you and the platform.


1. Order Processing Rules

  1. After you submit an order and complete payment, we will complete order verification, stock preparation and dispatch within 1-2 business days (excluding public holidays in China and Australia, and weekends). A logistics tracking notification will be sent to your registered email immediately after your order is shipped.
  2. If exceptional circumstances such as out-of-stock items, incorrect price marking occur after order submission, we will contact you within 24 hours. You may choose to replace the item with an equivalent product, wait for restocking, or request a full refund, and we will not be liable for additional compensation.
  3. You may apply to modify the delivery address or cancel your order before the order is shipped. No modification or cancellation is allowed after shipment, please double-check your delivery information when placing an order.

2. Payment Terms

  1. All listed product prices on the site are in Australian Dollars (AUD) and include Goods and Services Tax (GST), no additional tax fees are required.
  2. We accept the following payment methods: American Express, MasterCard, Visa, PayPal, and Afterpay. If you choose to pay via Afterpay, you are bound by Afterpay's platform terms of service. Any late payment penalties or credit impact caused by overdue Afterpay repayments are unrelated to our platform.
  3. [Optional Shipping Insurance] You may voluntarily purchase shipping insurance at a rate of 2% of your actual paid order amount at checkout. After purchase, you are eligible for freight compensation for lost parcels, shipping damage, and returns not caused by user fault. For orders without shipping insurance, you will be responsible for return shipping costs for non-quality-related returns.
  4. We do not store any of your payment-sensitive information on our own servers. All payment processes are handled directly by third-party payment institutions compliant with the Payment Card Industry Data Security Standard (PCI DSS) to ensure your fund security.

3. Delivery & Shipping Rules

  1. We provide delivery services across all of Australia. A remote area surcharge of AUD 10 applies to selected regions in Western Australia and the Northern Territory, which will be automatically calculated and displayed at checkout.
  2. Normal orders will be delivered within 5-7 Australian business days after dispatch, and delivery time for remote areas will be extended by 2-3 business days. In case of force majeure such as logistics strikes, extreme weather, delivery time may be delayed, and we will notify you of logistics updates as soon as possible.
  3. Please verify the integrity of the package on the spot when signing for receipt. If you find damage or lost items, please reject the parcel immediately and contact customer service. We will not accept logistics damage complaints submitted more than 24 hours after signing for receipt.

4. Returns & Exchanges Policy (Compliant with Australian Consumer Law Requirements)

  1. Return or exchange applications must be submitted within 14 calendar days from the date you sign for receipt of the goods. Applications submitted after this period will not be accepted.
  2. Quality-related returns/exchanges: If the product has quality defects, wrong delivery, or shipping damage, you may choose a full refund or free exchange, and the return shipping cost will be borne by our side (compensated by the insurance company for orders with shipping insurance).
  3. Non-quality-related returns/exchanges: If you apply for return or exchange for personal reasons such as wrong purchase, dislike of the product, etc., the product must be unopened, unused, and in resalable condition, and you will be responsible for the return shipping cost (insurance compensation is applicable for orders with shipping insurance).
  4. The following products are not eligible for change-of-mind returns: custom household goods, unsealed personal household items (pillowcases, bath towels, loungewear, etc.), and near-expiry household cleaning products.
  5. These terms do not limit your statutory consumer rights under Australian Consumer Law. If a product has a major quality defect, you may still claim a return or exchange beyond the 14-day period in accordance with the law.

5. Refund Policy

  1. After your refund application is verified and approved by customer service, we will process the refund to your original payment method within 7 business days. The actual arrival time depends on the processing efficiency of your payment institution.
  2. For orders paid via Afterpay, refunds will be returned to your Afterpay account in accordance with Afterpay's platform rules. You may contact Afterpay customer service to check the refund progress.

6. User Obligations

  1. You shall ensure that the information provided at checkout, including name, contact number, delivery address, etc., is true and accurate. Losses caused by incorrect information such as lost parcels, failed delivery, etc., shall be borne by you.
  2. You shall not use our platform services for illegal resale, malicious order brushing, fraudulent insurance claims, or other violations. Upon discovery, we reserve the right to cancel your order, freeze your account, and pursue legal liability.

7. Disclaimer

  1. We are not liable for delayed orders or failed delivery caused by force majeure (natural disasters, epidemics, logistics strikes, government regulations, etc.). You may choose to wait for delivery to resume or apply for a full refund.
  2. Minor differences between product display images and actual products due to monitor color difference, shooting light, etc., do not constitute quality defects, and are not eligible for change-of-mind returns.
  3. All products on our site are designed for household use. We are not liable for any losses incurred if you use the products for commercial purposes.

8. Dispute Resolution & Customer Support

  1. If you have any after-sales questions or service inquiries, you may contact us through the following channels. Customer service hours: Monday to Friday, 9:00-18:00 China Standard Time (equivalent to 11:00-20:00 Australian Eastern Standard Time / 12:00-21:00 Australian Eastern Daylight Time. We are closed on weekends and public holidays in both China and Australia). We will respond to your inquiry within 1 hour during working hours:

2.If you are not satisfied with our processing result, you may file a complaint to the Australian Competition and Consumer Commission (ACCC), or apply for arbitration with the small claims tribunal in your location.

9. Policy Updates

We may update these Terms of Service according to business adjustments and regulatory requirements. Major changes will be announced on the homepage of the website 30 days in advance, and the updated terms will apply to new orders generated after the effective date of announcement.