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Return Policy Page
Return Policy
1. Purpose
This Return & Refund Policy outlines the terms and
conditions under which customers may return or exchange items purchased through
the MartXpress platform. MartXpress is committed to ensuring customer
satisfaction while protecting the rights and obligations of sellers.
2. Return Eligibility
Customers may request a return if any of the following
conditions apply:
- The
product is damaged, defective, or malfunctioning upon
delivery.
- The
product received is not as described (wrong color, size, or
item).
- The
product is unused, in its original packaging, and includes all
accessories.
Items NOT eligible for return include:
- Used
or opened items (e.g., cosmetics, hygiene products).
- Items
labeled as “Final Sale” or “Non-returnable”.
- Perishable
or custom-made items.
- Digital
downloads or gift cards.
3. Return Period
- Return
requests must be made within 7 calendar days of delivery.
- Approved
returns must be shipped back within 3 days after approval.
4. How to Initiate a Return
- Log
into your MartXpress account.
- Go
to "My Orders" and select the item.
- Click "Request
Return" and complete the form with a reason and photo evidence
if applicable.
- Wait
for approval and return instructions.
5. Refunds
After your return is received and inspected:
If approved:
- A
full or partial refund will be issued within 7–10 business days.
- Refunds
are processed to the original payment method or MartXpress store credit.
If rejected:
- Items
returned used, damaged, or outside the return window will be sent back or
discarded.
- No
refund will be issued.
6. Exchanges
Exchanges are only available if:
- You
received a defective or incorrect item.
- The
desired replacement is in stock.
Exchange requests must follow the standard return steps.
7. Return Shipping
- If
the return is due to MartXpress or seller error, return shipping
is free.
- If
due to customer error or change of mind, the customer pays for return
shipping.
8. Dispute Resolution
In case of a conflict between buyer and seller:
- MartXpress
will investigate and review all submitted evidence.
- A
final resolution will be issued within 5 business days.
9. Fraudulent Returns
Abuse of the return policy may result in:
- Account
suspension or permanent ban.
- Refund
withholding.
- Legal
action where necessary.
