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Refund and Returns

Effective Date: August 24, 2023

Table of Contents

Navigating through your shopping journey with peace and assurance is paramount at MartX. Our Refunds Policy is crafted with a blend of flexibility, transparency, and a staunch commitment to your satisfaction. Customers are kindly required to submit their return / refund claims within 14 Days from the delivery. We understand that while we strive to provide impeccable service and products, there may be instances where your purchase might not go as expected. In such cases, our Refunds Policy is your safety net, ensuring that your investment is safeguarded and that solutions are always within reach.

Return Scenarios and Applicable Policies

1. Order Not Received Within Time Frame
We respect your time and anticipation for your order. If your purchase doesn’t arrive within the guaranteed time frame of 10 business days (excluding weekends and holidays), rest assured, you can request a full refund, ensuring that your investment is protected and respected.

2. Product Mismatch or Damaged Items
Your satisfaction with your purchase is crucial to us. If you encounter a situation where the items received are damaged, defective, or do not match the product description (minor color differences excluded), we will issue a full refund, inclusive of the product price and the original shipping cost, upon receiving clear photo evidence of the issue.

3. Customer Remorse
We understand that minds can change. If you decide that the product is no longer needed or if an incorrect item was ordered, we will provide a full refund of the product price. Please note that the shipping cost paid is non-refundable in cases of customer remorse or error. The item must be returned to our warehouse at your expense, ensuring it remains unused.

Return Window

Your voice matters to us, and we want to hear from you should any issues arise. Customers are kindly required to submit their claims within a 14-day window from the receipt of their parcel. This timeframe ensures that issues are addressed promptly, and solutions are enacted swiftly to resolve any hiccups in your MartX experience.

Exclusions and Special Circumstances

While our policies are designed to be as accommodating as possible, there are certain conditions and exclusions to be mindful of. Our refund policy may not apply if issues arise from customer actions, such as providing an incorrect shipping address, or if circumstances are beyond our control, like natural disasters. Nonetheless, our team is always here to assist and navigate through any unique situations with you.

Return Shipping Cost

Navigating through returns should be as breezy as your shopping experience. At MartX, we’ve structured our return shipping policy to be clear, fair, and in your favor wherever possible.

Who Bears the Cost?

  • In Cases of Damage or Product Mismatch: If your received items are damaged, defective, or do not align with the product description, worry not! We will bear the return shipping cost. A prepaid return shipping label will be provided to you, ensuring that the return process is smooth and cost-free on your end.
  • In Cases of Customer Remorse: If the return is initiated due to a change of mind, ordering the wrong item, or any other reason that is not a result of a mistake on our part, the return shipping cost will be borne by you, the customer. In these instances, the item must be returned to our warehouse, ensuring it remains unused and in its original packaging.

How to Access Your Prepaid Return Shipping Label
For scenarios where we cover the return shipping cost, accessing your prepaid return shipping label is a cinch. Once your return/refund request has been approved, the return shipping label will be made available in your customer dashboard under the respective order section. Additionally, to ensure it doesn’t miss your eye, the label will also be sent directly to your email, providing you with easy access and a hassle-free return shipping experience.

Returns, Refunds, and Exchanges Procedure

Embarking on a return, refund, or exchange journey with MartX is designed to be straightforward and hassle-free. Your satisfaction is pivotal, and our procedures are crafted to ensure a smooth and efficient process from start to finish.

Step 1: Initiate the Request

  • Registered Users: Simply log in to your account, navigate to the Orders Refunds/Returns section, and initiate your request by providing the necessary details and descriptions of the issue directly on the returns form.
  • Guest Users: No worries if you haven’t created an account! Visit our Guest Returns/Refunds Page and enter your order number to initiate the process.

Step 2: Provide Detailed Information

  • Clearly state the reason for your return, refund, or exchange by selecting the appropriate option from the dropdown menu.
  • Upload clear photos and provide detailed descriptions of the issue on the returns form to help us understand your request better.
  • If an exchange is desired and the product is different from the original order, provide the SKU of the new item. If it’s the same item, simply type “Same as Original Order” in the Exchange SKU field.

Step 3: Await Approval

  • Our team will review your request, typically within 2 business days, ensuring a swift response.
  • Once reviewed, if your request is approved, we’ll provide you with detailed instructions on the next steps, which will be dependent on the nature of your request and the condition of the item.

Step 4: Return Shipping

  • For Damaged or Mismatched Products: A prepaid return shipping label will be sent to your email and also be available in your customer dashboard (for registered users) once the return is approved. Simply attach the label to your return package and send it back to us.
  • For Customer Remorse: You will need to return the item at your own expense to our warehouse, ensuring it remains unused and in its original packaging. Please provide the return tracking ID once the item is shipped.

Step 5: Processing Your Request

  • Upon receiving the tracking number or the returned product, we’ll begin processing your request.
  • Refunds will be issued back to the original method of payment. Note that credit card refunds can take up to 10 days to process, depending on your bank, while PayPal refunds are typically instant.
  • For exchanges, the replacement item will be shipped out within 1-2 business days after receiving the returned product.

Step 6: Confirmation

  • You will receive a confirmation email once your return/refund/exchange has been processed, keeping you informed every step of the way.

Hygiene and Safety Considerations

Please note that certain items cannot be returned due to hygiene and safety concerns, such as face and body products, underwear, swimwear, and pierced jewelry, especially if they’ve been opened, used, or if their seals or labels have been broken.

Order Cancellations

Time Frame for Cancellation
At MartX, we understand that sometimes plans change, which is why we offer a flexible cancellation policy. You have the liberty to cancel your order within a snug window of 12 hours from the time it was placed, ensuring that any change of heart or alterations to your shopping list can be accommodated swiftly and efficiently.

Conditions and Limitations
While we strive to offer flexibility, there are some caveats to our cancellation policy. Once your order has entered the packing and shipping phase, regretfully, we cannot process cancellations. This ensures that our operations run smoothly and your orders, when confirmed, reach you without delay.

Contact Method for Cancellation
Your convenience is paramount, and thus, initiating a cancellation is a breeze. Simply reach out to us through our Helpdesk to facilitate your order cancellation or modification. Our team is always on standby to assist you promptly, ensuring that your requests are handled with utmost priority and care.

Gratitude for Trust

At MartX, your trust propels our mission to deliver excellence in every click. Your choice to shop with us doesn’t go unnoticed, and we extend our heartfelt thanks for making us your preferred shopping destination. Your trust is the cornerstone of our marketplace, and we are committed to honoring it with transparency, quality, and unparalleled service.

Dedication to Smooth Shopping Experience

We are steadfast in our dedication to providing a smooth and delightful shopping experience, from browsing to purchasing, and even through post-purchase interactions. Your satisfaction is our triumph, and we continuously strive to enhance your shopping journey, ensuring it’s seamless, enjoyable, and above all, secure.

Commitment to Customer Service

Our commitment to stellar customer service is unwavering. At MartX, every query, concern, and compliment is met with attentive support and a solution-oriented approach. We are here to assist, guide, and ensure your experience is nothing short of extraordinary.

FAQs or Common Scenarios with Answers

We understand that you might have questions or encounter different scenarios while shopping with us. Our FAQs section is crafted to address common queries and provide clear, concise answers to assist you in navigating through various situations effortlessly.

For your convenience, all related pages and forms are easily accessible to facilitate any requests or needs you might have:

Availability of Helpdesk

Our Helpdesk is always at your service, providing a platform where your inquiries are addressed promptly. Whether it’s a question about a product, your order, or a return, our Helpdesk is designed to provide answers and solutions efficiently.

Contact Methods

We’re here, ready to chat, listen, and assist! Whether through our Live Chat or the Contact Us form, your messages find their way to us, and we ensure to respond with the assistance and information you seek. Your communication is valued, and we’re here to converse, assist, and ensure your MartX experience is splendid.

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