Return Policy Page

Refund and Return Policy

1. Return/Refund Application Pursuant to this Refund and Return Policy and the terms and conditions in the Terms of Service, buyers can apply for returns and/or refunds for the warranty period specified in the Terms of Service before Mart Costcop  expires. Mart Costcop  Guarantee is a service provided by Mart Costcop  at the request of users to assist users in dealing with certain conflicts that may arise during transactions. Users can communicate with each other privately to resolve differences, or contact local authorities to help them resolve any disputes before, during or after using Mart Costcop .

2. Return application The buyer can only apply for a refund and/or return under the following circumstances:

• Buyer did not receive the item;

• The goods are defective and/or damaged upon delivery;

• Seller delivers items to Buyer not in accordance with agreed specifications (eg wrong size, colour, etc.);

• The item delivered to Buyer is materially different from the description provided by Seller in the item listing; or

• By private agreement with the seller, the seller must send his/her confirmation to Mart Costcop  to confirm such agreement.

Buyer applications must be submitted through the Mart Costcop  mobile app.

Please note that if requested by Mart Costcop , buyers must ship the item to the location designated by Mart Costcop  within ten (10) calendar days of making a return request.

Mart Costcop  will, at its sole discretion, approve your refund and return requests. Buyer acknowledges and agrees that Mart Costcop 's decision is final, conclusive and binding, and undertakes and agrees not to litigate or otherwise bring any claim against Mart Costcop  or its affiliates with respect to such decision.

If the buyer has initiated legal action against the seller, the buyer can provide Mart Costcop  with an official notification from the relevant authorities, requesting Mart Costcop  to continue to hold the purchase monies until a formal decision is obtained. Mart Costcop  will, in its sole discretion, determine whether it is necessary to continue to hold monies for such purchases.

3. Rights of Preferred Sellers

If you are a Preferred Seller, you should have received separate written notification from Mart Costcop  informing you of your opt-in to the Mart Costcop  Preferred Seller Program. If at any time you decide not to participate in the Mart Costcop  Preferred Seller Program, please notify Mart Costcop  in writing; otherwise, you will be deemed to have chosen to continue participating in the Mart Costcop  Preferred Seller Program and agree to the terms and conditions set forth in this Refund and Return Policy. Mart Costcop  may suspend or remove any Preferred Seller from the Mart Costcop  Preferred Seller Program at any time in its sole discretion.

Mart Costcop 's decision to approve a refund or return of an item pursuant to Section 2 above is binding on the relevant Preferred Seller. Preferred Sellers agree to comply and take all necessary steps to effectuate Mart Costcop  approved buyer refund or return requests.

For any refund or return request approved by Mart Costcop , Mart Costcop  will notify Preferred Sellers by email (“Email Notification”) and organize the sending of relevant returned goods in writing to the address provided by the relevant Preferred Sellers to Mart Costcop  , to complete the refund and return process, as long as the address is located in the country in which the item in question was sold on the Site (“Local Address”). If the preferred seller fails to provide a local address for the returned item or fails to accept delivery of the returned item within a reasonable time period (as determined by Mart Costcop ), Mart Costcop  reserves the right to dispose of such item in any way it deems appropriate, preferred Seller shall be deemed to have waived all rights to such items. If the Preferred Seller has not received the returned item, the Preferred Seller must notify Mart Costcop  within seven (7) days of receipt of the email notification (“Notification Period”). Failure to notify Mart Costcop  within the notice period will be conclusive and result in Preferred Seller's acceptance that the item was delivered, and Preferred Seller agrees not to make any claim or bring any dispute with respect to any such item.

Notwithstanding the foregoing, items for which Mart Costcop  may approve refunds or returns in its sole discretion may not be returned to the Preferred Seller, and the Preferred Seller shall be deemed to have forfeited all rights to the item.

For any refund or return rejected by Mart Costcop  upon Mart Costcop ’s receipt of the relevant item, Mart Costcop  will organize the delivery of the item to the address of the relevant buyer in accordance with Section 2 above.

If Mart Costcop  approves any refund or return request, Preferred Sellers may appeal such decision by contacting Mart Costcop  and providing evidence to support such appeal. If Mart Costcop  supports the appeal of the preferred seller, it will pay the preferred seller all or part of the purchase price. Preferred Sellers acknowledge and agree that Mart Costcop 's decisions are final, conclusive, and binding, and undertake and agree not to litigate or otherwise bring any claim against Mart Costcop  or its affiliates with respect to such decisions.

4. The rights of ordinary sellers

For purposes of this Refund and Returns Policy, Regular Seller means a Seller who is not a Marketplace Seller or a Preferred Seller.

When Mart Costcop  receives a return and/or refund request from a buyer, Mart Costcop  will notify the seller in writing. The seller can respond to the buyer's application according to the steps provided by Mart Costcop  in the written notification. Seller must respond within the time frame specified in the written notice (“Described Period”). If Mart Costcop  does not hear from the seller within the specified period, Mart Costcop  will assume that the seller has not responded to the buyer's application and will continue to evaluate the buyer's application without prior notice to the seller. Mart Costcop  will review each seller's response on a case-by-case basis and will, in its sole discretion, determine whether a buyer's application is likely to be successful based on the circumstances described by the seller.

5. Return conditions

In order to enjoy a hassle-free experience when returning an item, the buyer should ensure that the item, including any free items such as accessories that came with the item, must be returned to the seller in the condition the buyer received on delivery. We will advise buyers to take photos when they receive the item.

6. Responsibility for product return shipping i) In case of unforeseen errors by the seller (ie - damaged, defective or wrongly delivered products to the buyer), the seller will bear the buyer's return shipping costs. (In the event that the buyer changes his mind, the buyer should obtain the seller's consent before making a return request, and the buyer should bear the return shipping fee.) In the event of a dispute between the buyer and the seller on the responsible party for the return shipping fee, Mart Costcop  will The party that decides to bear the return shipping costs.

7. Refund Buyers will only get a refund after Mart Costcop  receives confirmation from the seller that the seller has received the returned item. If Mart Costcop  does not hear from the seller within the specified time, Mart Costcop  will have the right to refund the applicable monies to the buyer without further notice to the seller. Refunds will be made to the buyer's credit/debit card or nominated bank account, whichever is applicable.

8. Communication between buyers and sellers

Mart Costcop  encourages users to communicate with each other when transactions go wrong. Since Mart Costcop  is a platform for users to transact, buyers should contact sellers directly for any issues related to their purchased items.