Refund policy

At Exo Mart, customer satisfaction is important to us. We aim to provide products that match their descriptions and are delivered in good condition.

This Return & Refund Policy explains when a customer may request a return, replacement, exchange, or refund.

1. Return Eligibility

A product may be eligible for a return if it meets the applicable requirements below:

The product is damaged or defective upon arrival.
The wrong product was delivered.
The product received is materially different from the product ordered.
The product is missing essential components that were advertised as included.
Another return condition specifically stated on the product page applies.

Return eligibility may vary by product category.

2. Return Period

Customers should contact Exo Mart as soon as possible after receiving their order if they believe the product is eligible for a return.

For eligible products, return requests should generally be submitted within 7 days of delivery, unless a different return period is specifically stated on the relevant product page or order information.

Requests submitted after the applicable return period may not be accepted.

3. Conditions for Returns

To qualify for a return, the product should generally:

Be unused or only used to the extent reasonably necessary to identify a defect, where applicable
Be in its original condition
Include original packaging where reasonably possible
Include accessories, manuals, tags, or other components supplied with the product
Not have been damaged through customer misuse, negligence, or improper handling

Products returned without the required components may be subject to rejection or a reduced refund where legally permissible.

4. Damaged or Defective Products

If you receive a product that appears damaged or defective, please contact Exo Mart customer support as soon as possible.

To help us investigate the issue, we may request:

Order number
Customer name
Contact number
Photos of the product
Photos of the packaging
Video evidence where appropriate
Description of the issue

Providing clear evidence can help us process the claim more efficiently.

5. Wrong Product Received

If you receive a product different from the one you ordered, please contact us as soon as possible.

After verification, we may arrange an appropriate solution, which may include:

Replacement with the correct product
Exchange
Return and refund

The specific resolution will depend on product availability and the circumstances of the order.

6. Change of Mind

Returns based solely on a change of mind may not be accepted unless the product is specifically stated to be eligible for such returns.

Customers should carefully review product specifications, size, color, compatibility, quantity, and other relevant information before placing an order.

7. Non-Returnable Products

Certain products may not be eligible for return or exchange due to their nature.

Examples may include products that:

Are personalized or customized
Have been used, damaged, or altered by the customer
Are hygiene-sensitive where applicable
Cannot reasonably be resold after opening or use
Are specifically identified as non-returnable on the product page
Are returned without required components
Are returned after the applicable return period

The eligibility of a specific product will depend on its nature and the conditions stated at the time of purchase.

8. Return Request Process

To request a return, please contact:

Customer Support: +92 317 2183117
Email: buyexomart@gmail.com

Please provide:

Your name
Order number
Phone number
Product name
Reason for the return
Photos or videos where applicable

Our support team may review the request and provide further instructions.

Please do not send a product back without receiving return instructions from Exo Mart.

9. Return Shipping

Where a return is approved because the customer received a defective, damaged, incorrect, or materially different product, Exo Mart may arrange or cover reasonable return shipping costs, subject to verification.

For other types of returns, including eligible discretionary returns where offered, the customer may be responsible for return shipping costs.

Return shipping arrangements may vary depending on the product and location.

10. Inspection of Returned Products

Once a returned product is received, Exo Mart may inspect it to determine whether it meets the applicable return conditions.

A refund, replacement, or exchange will only be processed after the return has been reviewed and approved where required.

If the returned product does not meet the applicable conditions, the return may be rejected.

11. Refunds

If a refund is approved, the refund amount and method will depend on:

The reason for the return
The condition of the product
The original payment method
Applicable shipping charges
Applicable deductions or charges, where permitted
The circumstances of the order

Refund processing time may vary depending on the payment method and relevant financial institution or payment provider.

12. Cash on Delivery Orders

For Cash on Delivery orders, the refund process may require additional information from the customer, such as bank or payment-account details, depending on the refund method available.

Exo Mart will communicate the applicable refund process after the return has been approved.

Customers should ensure that any payment information provided for a refund is accurate.

13. Exchanges and Replacements

Where an exchange or replacement is approved, it will be subject to product availability.

If the original product is unavailable, Exo Mart may offer another appropriate resolution, such as a refund or alternative product, subject to agreement and applicable circumstances.

14. Refund Processing Time

Once a return has been approved and the refund has been initiated, the time required for the funds to reach the customer may depend on the payment provider, bank, financial institution, or other payment method.

Customers should allow reasonable processing time after confirmation of the refund.

15. Order Cancellation

Customers may request cancellation before an order has been dispatched, where possible.

Once an order has been shipped or handed over to the courier, cancellation may no longer be possible and the customer may need to follow the applicable return process.

For Cash on Delivery orders, repeated refusal of confirmed orders may affect future order acceptance.

16. Fraudulent or Abusive Returns

Exo Mart reserves the right to investigate return requests that appear fraudulent, abusive, misleading, or inconsistent with the order history.

Examples may include:

Repeated false damage claims
Returning a different product
Deliberately damaging products
Removing or replacing product components
Repeatedly refusing confirmed orders
Providing misleading information

Where permitted by applicable law, we may refuse future orders or returns in cases of suspected abuse.

17. Policy Exceptions

In certain circumstances, Exo Mart may make an exception to this policy at its discretion.

An exception for one order does not create an obligation to provide the same exception for future orders.

18. Changes to This Policy

Exo Mart may update this Return & Refund Policy from time to time.

Any updated policy will be posted on our website with a revised "Last Updated" date.

Customers should review the policy applicable at the time of their purchase.

19. Contact Us

For return, refund, replacement, or exchange requests, please contact:

Exo Mart