Return Policy Page

Returns, Refunds and Exchange Policy

Returns, Refunds and Exchange is the scheme provided by various sellers listed on ‘Martwalk’s’ website available at https://www.martwalk.in/  or the mobile application under the brand name “Martwalk” (collectively “Platform”), in relation to specific products.  Returns, refund and exchange policy gives you an option to return, or  exchange items purchased on the Platform, for any reason within the specified return/exchange period, as detailed on the product details page. However, the return/exchange shall be eligible for products that are in good condition, as may be determined by Martwalk. 

What can I return?

You may request returns for most items you buy from sellers and suppliers listed on the Platform that are within the return window. However, products that are explicitly identified as ‘not returnable’ on the product detail page cannot be returned. Products which are identified as ‘returnable’ are eligible for return with the conditions as specified in the product description page and this policy. At the discretion of the Platform, Products sold under any offer, promotion or discount may not be returned.   All returns are subject to the details provided in the product description page and other Sections of this policy. Products that are not eligible for return on the Platform, may be exchangeable for reasons mentioned on the product description page on the Platform..

However, if you receive a damaged/defective/wrong product from any seller listed on the Platform, you will still be allowed to exchange the product for reasons as provided in the product description page.

In case you have purchased a product with which a free product is delivered, and you raise a request for return the main product, you will have to return the free product as well. Further, a product which forms a part of a package of other products, you must return all products that form part of the package to process the refund.

In circumstances where you return an extra or a different product, Martwalk will not be accountable for misplacement or replacement of such product and will not be responsible for its delivery back to you.

What are the return options?

Certain products on Martwalk will have two return options available: (a) Wrong/ Defect item return option, and (b) all return option. If a product does not have the above-mentioned options for return, the return option available for the Product in the product description page will be applicable. All return options are subject to the product being identified as returnable in the product description page. 

What is the Wrong/Defect item return option and all return options?

Martwalk provides an ‘all return option’ to its users, wherein users will be able to enjoy certain privileges on a specific product for payment of a premium on the product cost. Features of an all return option are as follows:  

a.        

b.                  Subject to seller’s return/exchange policy provided on the product description, the user will be allowed to return/refund an already purchased product, if the said product is eligible for return/exchange. 

c.        

d.       

e.                   The user will be eligible to return the specific product for reasons other than the product being wrong or damaged.

f.        

g.        

h.                  The all return option is available only for specific products.

i.         

For users not availing an all return option, shall be eligible for a ‘Wrong/Defect item return option’. 

If you opt for the Wrong/Defect item return option:

a.        

b.                  Subject to seller’s return/exchange policy, the user will be allowed to return/refund an already purchased product, if the said product is eligible for return/exchange.

c.        

d.       

e.                   The user will be eligible for return/refund of the product if the product received is defective, damaged, wrong or incomplete due to seller’s fault or if the user has received the wrong product.

f.        

Will my return be free of cost?

If you have opted for an all return option, you may return the product free of cost no matter what the reason.

If you have opted for the Wrong/Defect return option, you may return the product free of cost if fault with the product lies with the supplier. The following are the faults which lies with the supplier:

The following faults will need to be verified before arranging return free of cost:

a.        

b.                  The quality is not merchantable; 

c.        

d.       

e.                   product has low performance; and

f.        

g.        

h.                  Late Delivery

i.         

How to return items?

You can return the products purchased on the Platform within the specified return/exchange period provided on the product description page. To return a product, please follow the steps mentioned below:

a.        

b.                  If a product is eligible for return, the user will be able to initiate the return request under the ‘My Orders’ section. 

c.        

d.       

e.                   Create a ‘return request’ under the ‘My Orders’ section on the Platform and follow the instructions provided on the Platform. 

f.        

g.        

h.                  After the ‘return request’ has been raised, Return ID will be generated by Martwalk.    

i.         

j.         

k.                  In case you purchase multiple products in a single order, return requests for individual items can also be raised.

l.         

m.     

n.                  Once a return request is raised, Martwalk shall analyze the request and accordingly process the request internally. All return / exchange claims shall be subject to Martwalk’s discretion. 

o.       

p.       

q.                  If you have scheduled a pick – up for returning the product, please keep the items ready to be picked up by the delivery partners. 

r.         

s.        

t.                    Please keep the product in the original manufacturer’s packaging, all tags should be intact and warranty card, if any, should also be placed with the product.

u.       

v.       

w.                 At the time of pick up, our delivery partner may conduct a quality check on the product to ensure the product meets the criteria specified under return guidelines. If the product fails such a quality check, the product shall not be returned, and no refund shall be made against such product.     

x.       

y.       

z.                   Please note that the product will be picked up from the same address where delivery was made. In case pick up is to be made from a different address, the same should be notified to Martwalk by writing to support@martwalk.in. Such request may be accepted at Martwalk’s sole discretion and subject to the new address being in serviceable area. 

aa.    

bb.   

cc.               Further, on receipt of returned product, the product shall undergo a quality check. If the product returned in an acceptable condition, as determined by Martwalk at its sole discretion, the refund shall be initiated, otherwise the product will be re-shipped to you, at your cost, and no refund/exchange shall be initiated. 

dd.   

Can my order be exchanged?

 All products which are returnable are eligible to be exchanged, subject to the return options mentioned hereinabove. However, there may be certain products which are not eligible for return but are eligible for exchange. Further, exchange is subject to stock availability and subject to your address being serviceable for exchange. In the event that a product for which only exchange is available as per the product description page, the user can opt for a ‘call me back’ option and the returns will be enabled for that user once it is found that the return has been initiated for genuine reasons on the sole discretion of Martwalk.

The exchange request must be raised within the return window period specified on the product detail page.

In case of exchange, if the cost of the new product is more than the original product delivered, you will have to pay the difference amount and if the cost of the new product is less than the original product delivered, the difference amount will be refunded. 

Further, once a product has been exchanged, there cannot be any more exchanges on the same order.

How to exchange items? 

You can exchange the products purchased on the Platform within the specified exchange period, unless the product description page specifies that the product is not exchangeable. It is hereby clarified that exchange in this policy means exchange with the same product and not with a different product. To exchange a product, please follow the steps mentioned below:

a.        

b.                  If a product is eligible for exchange, the option shall be available against the product under ‘My Orders’ section. 

c.        

d.       

e.                   Create a ‘exchange request’ under the ‘My Orders’ section on the Platform and follow the screens that are prompted. 

f.        

g.        

h.                  In case you purchase multiple products in a single order, exchange requests for individual item can also be raised. 

i.         

j.         

k.                  After a exchange request has been raised, Exchange Id will be generated.

l.         

m.     

n.                  Keep the items ready for exchange pick up. Please keep the product in the original manufacturer’s packaging, all tags should be intact and warranty card, if any, should also be placed with the product.

o.       

p.       

q.                  Once the original product is handed over to the delivery agent, the exchanged product will be delivered to you separately.

r.         

s.        

t.                    At the time of pick up, the delivery agent may conduct a quality check on the product to ensure the product meets the criteria specified under return guidelines. If the product fails such quality check, the product shall not be exchanged, and no refund shall be made against such product. 

u.       

v.       

w.                 The product will be picked up from the same address where delivery was made. In case pick up is to be made from a different address, the same should be notified to Martwalk by writing to support@martwalk.in. Such request may be accepted or rejected at Martwalk’s sole discretion and subject to the new address being in serviceable area.

x.       

y.       

z.                   Further, on receipt of returned product, the product shall undergo a quality check. If the product is in an acceptable condition, as determined by Martwalk at its sole discretion, the refund shall be initiated, otherwise the product will be re-shipped to you, at your cost, and no refund shall be initiated.

aa.    

What are the return and exchange guidelines?

Prior to creating a return or exchange requests on the platform, you shall ensure that, the product which is being return either for returning the product or for exchanging the product:

a.        

b.                  must be in its original condition with all the packaging including brand/manufacturer’s box/packaging, tags, warranty cards and other accessories intact;

c.        

d.       

e.                   must not be damaged in your possession;

f.        

g.        

h.                  must be unused, unwashed, unsoiled, without any stains and with non-tampered quality check seals/return tags/warranty seals (wherever applicable).

i.         

j.         

k.                  must not be used or altered;

l.         

m.     

n.                  must be the same product that was delivered to you; and

o.       

p.       

q.                  must be returned within the return window specified against a product on the product detail page.

r.         

l.       

Further, IMEI/ name/ image/ brand/ serial number/ article number/ bar code of the returned product should match the records of Martwalk. Any additional conditions provided in the product details against each product shall be applicable as well.

Further:

a.        

b.                  Your address and the item that you wish to return must be eligible for return.

c.        

d.       

e.                   If the return is not eligible for pickup, a return option will not be available

f.        

g.        

h.                  Once the return is received, you will be provided with a refund or exchange, as requested.

i.         

j.         

k.                  If you intend to return an electronic device that stores any personal information, you must remove/deleted all such personal information from the device prior to returning. Martwalk shall not be liable in any manner whatsoever for any use of such information. Such electronic device should be formatted, and screen lock should be disabled. 

l.         

m.     

n.                  No return, exchange shall be accepted if warranty card, if any, is missing while return, or  exchange of product.

o.       

p.       

q.                  The products available on the Platform are usually returnable within 7 days of delivery. However, specific details in relation to each products are mentioned in the product description. Further, a product which has been returned/ exchanged cannot be returned/exchanged again.

r.         

How will I get my refund?

a.        

b.                  Refund will be credited to the same source of payment from which payment was received, after deducting the cost of return (where applicable), once returned is received.  

c.        

d.       

e.                   If you desire to return a product, then you shall be entitled to receive only the amount actually paid by you for the purchase of the product.       

f.        

g.        

h.                  In the event any product is returned, then any offer, promotion, discount applied to such product shall be forfeited.

i.         

j.         

k.                  If you have made the payment through your bank account, the refund will be credited to the same bank account from which payment was received after deducting the cost of return (where applicable), once the return is received.

l.         

m.     

n.                  If you have made the payment as cash on delivery, you will be asked to provide us with your bank account details and the refund amount will be credited to the bank account details provided by you. Martwalk shall not be liable to you in case incorrect bank account details have been provided by you.

o.       

p.       

q.                  In case of any discrepancies regarding receipt of refund amount, Martwalk may request for additional information such as bank statement or any other relevant document.

r.         

When will I get my refund?

Following are the processing timelines after the product is received by us or when the seller notifies us of the receipt of the products.

Instant Refund:

Martwalk offers instant refund whereby the refund will be triggered within 4 (four) hours of the product being picked up and marked by the delivery partners as successfully picked up (“Instant Refund”). The refund will be reflected to the bank account or as Martwalk Balance within 3 -7 Business Days. The following are the conditions which are required to be met for the return to be eligible for an Instant Refund:

a.        

b.                  Instant Refunds are only available for cash on delivery orders.

c.        

d.       

e.                   The product which is being returned should have successfully undergone a quality check by the delivery partners and should have been marked as successfully picked up for return on the systems of Martwalk. Martwalk reserves the right to not accept the return in the event the product is damaged, incorrect or for such other reasons as Martwalk deems fit. 

f.        

g.        

h.                  In the event where the delivery partner is unable to mark the product as successfully picked up in the systems of Martwalk, as a result of technical issues, Martwalk shall not be liable to process the Instant Refund. 

i.         

j.         

k.                  Further, Martwalk shall not be held liable for not processing the Instant Refund for reasons attributable to the delivery partner, which include instances as, product being marked canceled instead of picked up, tracking details not available for the product picked up, etc. In such instances, Martwalk may not be able to process the Instant Refund.

l.         

m.     

n.                  Instant Refunds will not be processed in case of instances whereby the systems of Martwalk cannot generate a refund without manual intervention, i.e., it is not a system generated refund. Manual intervention is typically required in the following instances: 

o.       

1.  
2. In the event the refund request is raised for a missing product or a product that was not delivered to the customer. 
3.  
4.  
5. In the event that  the delivery partner is unable to update accurate details in the systems of Martwalk regarding the product that has been picked up including tracking details for the product. 
6.  
7.  
8. In the event the customer has opted for self shipment, for any reason, and not routed the return via the delivery agents assigned by Martwalk. In the event that the customer has mistakenly returned additional products along with the products for which the return was initiated. 
9.  

f.        

g.       Instant Refunds are not available for customers who have purchased products from Resellers on the Martwalk platform.  Martwalk may not be able to process Instant Refunds in the event of unavailability of services due to any reason including technical issues and downtime,  which may include: (a) downtime in the bank servers which will hamper Martwalk’s ability to process the refunds, (b) downtime in the Martwalk platform or communication channel which disrupts the ability of the delivery partner to update the status of the pick up, or (c) other technical reasons which disrupts the process of return and refunds, as may be applicable.

h.       

i.         

j.                    Instant Refunds will not be processed if the bank details or UPI ID is not provided or is inaccurate. 

k.       

Martwalk reserves the right in its sole discretion to refuse Instant Refund for reasons including but not limited to: (i) any fraud or malpractice committed by the user and detected by Martwalk at any point of time, (ii) for any other reason that Martwalk may deem fit. 

Miscellaneous 

Please note that all the customer claims and requests for return/refund shall be subject to  Martwalk’s satisfaction. 

Martwalk reserves the right, at its sole discretion, to amend, change, modify, add or remove any portion of this policy at any time without any prior written notice to you. It is your responsibility to review this policy periodically for any updates/ changes.

For any further queries regarding return, exchange or refund, please reach out to customer support at support@martwalk.in.