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

At MartMela.com, we strive to ensure that your shopping experience is smooth, reliable, and satisfying. This Return Policy outlines the conditions under which customers may return products purchased from vendors on our platform.

As a multivendor marketplace, each seller may have their own return practices, but all vendors are required to comply with MartMela’s minimum return standards.

1. Return Eligibility

You may be eligible to return a product if:

• The item received is damaged, defective, expired, or incorrect.

• The product is not as described on the product page.

• You have received an incomplete or missing item.

• You changed your mind (for select categories only and subject to vendor approval).

2. Non-Returnable Items

The following products cannot be returned:

• Items marked “Non-Returnable” on the product page.

• Products that have been used, damaged, or altered after delivery.

• Items returned without original packaging, tags, manuals, or accessories.

• Perishable goods (e.g., food, flowers).

• Personal hygiene products (e.g., innerwear, skincare, toothbrushes).

• Digital products or software codes.

3. Return Window

You must initiate a return within:

• 3 days of receiving the product (for damaged, wrong, or defective items).

• 7 days for other eligible return reasons (if applicable).

Late requests may not be accepted unless exceptional circumstances apply.

4. How to Initiate a Return

To request a return:

1. Log in to your MartMela.com account.

2. Go to My Orders and select the item you wish to return.

3. Click on “Request Return” and fill in the reason with photos/videos if applicable.

4. Wait for vendor or support team confirmation within 48 hours.

For assistance, email [email protected].

5. Return Shipping

• If the return is due to vendor error (e.g., wrong or defective product), return shipping will be free.

• If returning due to a change of mind, the customer may bear the return shipping costs (if allowed).

6. Product Condition for Returns

To be eligible for return, the product must:

• Be unused and in its original condition.

• Include all original packaging, tags, and accessories.

• Be securely packed to prevent damage during return transit.

7. Return Pickup / Drop-Off

• In selected areas, MartMela may offer pickup service via courier partners.

• If pickup is not available, you may be asked to ship the item to the vendor’s return address.

You will be informed of the return instructions during the return request process.

8. Refund for Returned Products

Once your returned item is received and approved by the vendor:

• A refund will be initiated to your original payment method or MartMela Wallet.

• It may take up to 7 working days depending on your bank or payment provider.

9. Disputes and Escalation

If the vendor refuses your return unfairly, you may escalate the issue to our support team. MartMela reserves the right to make the final decision after reviewing evidence from both parties.

10. Contact Us

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