Return Policy Page

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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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9. Fraudulent Returns

Abuse of the return policy may result in:

• Account suspension or permanent ban.
• Refund withholding.
• Legal action where necessary.