MartX.us Refunds, Returns, and Exchanges Policy
We at MartX.us are dedicated to providing the best shopping experience possible involving customer satisfaction and world-class support. We understand that there may be instances where you might want to cancel your order or request a refund, return, or exchange. Here are details on how such requests are processed.
Orders can be canceled prior to shipping. Should you wish to cancel or modify your order, please reach out to us promptly, ideally within 12 hours from when your order was placed. However, please note that it’s impossible to cancel orders that have entered the packing and shipping phase.
Our ultimate objective is to ensure our customers are completely satisfied with each purchase. Here’s our refund policy to guide you through the process:
Order Not Received Within 1-3 Business Days
If you do not receive your order or it doesn’t arrive within the guaranteed time frame (1-3 business days, excluding weekends and holidays), you can request a full refund.
Description Mismatch or Damaged Items Received
In the unfortunate event that you receive damaged, defective, or items that do not match the product description, we will issue a full refund, including the product price and the original shipping cost, upon receiving photo evidence. Please include clear images showing the product.
For instances where a customer changes their mind, no longer requires the received product, or has ordered the wrong item, a refund will be provided, excluding the shipping cost. To process this refund, the customer must return the item at their expense to our warehouse, ensuring the item remains unused.
Customers are required to submit their claim within 14 days of receiving their parcel.
- If a package is marked as delivered based on the tracking number update, but you claim it wasn’t received, please submit a claim directly to the shipping carrier.
- The undamaged original item must be returned to our supplier’s warehouse in an unused condition, unless specific cases exempt the item return requirement for a refund.
Please note that our refund policy does not apply if issues are a result of the customer’s own actions, such as providing an incorrect shipping address, or if circumstances are beyond our control, such as natural disasters.
Returns, Refunds, and Exchanges Procedure
At MartX, we want you to be completely satisfied with your purchase. That’s why we offer a 14-day money-back guarantee on our items, giving you the option to return or exchange your order.
Here’s how it works:
- Initiate the Request: If you wish to return or exchange an item, visit our Returns, Refunds & Exchange section in My Account or contact our Helpdesk to facilitate this.
- Provide Details: To facilitate the process, log in to your account and go to the Orders Refunds/Returns section. Here, you can upload photos and provide descriptions of the issue. This step helps us better understand your request. (Login is required)
- Request Approval: Once we’ve received your request, we’ll review it promptly. If your request is approved, we’ll provide you with instructions on how to proceed.
- Return the Product: Return the product to our supplier’s warehouse at the address provided in the returns form. Please be sure to obtain a tracking number for the return shipment.
- Processing Your Request: After we’ve received the tracking number or the returned product, we’ll begin processing your request. This means we will either ship a replacement item or issue your refund back to the original method of payment. Please note that any shipping costs may be deducted from your refund.
Hygiene and Safety Concerns
Keep in mind that not all items can be returned due to hygiene and safety concerns. Products like face and body products, underwear, swimwear, and pierced jewelry cannot be returned if they’ve been opened, used, or if their seals or labels have been broken.
Despite our policies, if anything goes wrong, our Helpdesk is always available for assistance. We take pride in offering supreme customer service and a satisfactory shopping experience. We’re here to help!
We truly appreciate your trust in MartX.us, and we commit to addressing all your concerns to ensure a smooth shopping experience.