Effective Date: July 21, 2025
Last Updated: July 21, 2025

At MartMela.com, customer satisfaction is our priority. This Refund Policy outlines the conditions under which customers can request and receive refunds for products purchased through our platform. As a multivendor marketplace, MartMela facilitates transactions between buyers and individual vendors, and refund processes may vary depending on the vendor’s policies.

1. Eligibility for Refund

You may be eligible for a refund if:

• You receive a damaged, defective, expired, or wrong product.

• The item you ordered is missing or not delivered.

• The product is not as described or significantly differs from the listing.

• The vendor fails to dispatch the item within the promised timeframe.

Refunds are not applicable for products:

• Marked as “non-refundable” on the product page.

• That have been used, damaged by the user, or returned without original packaging/accessories.

• That fall under digital downloads, perishable goods, or personal hygiene items (e.g., undergarments, skincare products).

2. Timeframe to Request Refund

Refund requests must be initiated within 3 days of delivery.
If the order was not delivered, the request must be made within 7 days of the estimated delivery date.

3. How to Request a Refund

To request a refund:

1. Go to My Orders in your MartMela account.

2. Click on the order and select "Request Refund" or "Report an Issue".

3. Submit valid proof (photo/video) of the issue, if applicable.

4. Our support or vendor will review your request and respond within 48 hours.

For help, contact us at [email protected].

4. Refund Method

Once approved, the refund will be processed to:

• Your original payment method, or

• Your MartMela wallet (in special cases or faster processing)

Refunds may take up to 7 working days depending on the bank/payment gateway.

5. Vendor Responsibility

Vendors are responsible for:

• Accepting or rejecting refund requests based on fair evaluation.

• Resolving buyer disputes in a timely and professional manner.

• Issuing refunds if found at fault (e.g., wrong product sent, no shipment, poor quality).

MartMela reserves the right to intervene in unresolved disputes and make the final decision.

6. Shipping Costs

• If the return is due to vendor fault (wrong/damaged item), return shipping will be free.

• If the return is due to a change of mind, the buyer may bear the return shipping cost, if accepted.

7. Order Cancellations

• Orders can be cancelled before they are shipped.

• Once an item is shipped, it will be treated as a return, not a cancellation.

8. Contact Us

For questions about this Refund Policy, contact:

📧 Email: [email protected]
📍 Address: MartMela.com, Kathmandu, Nepal