Return window
Products that may be eligible
Eligibility may include products that arrive damaged, materially defective, incomplete, incorrect, not as described, or otherwise returnable under the product information, marketplace policy or applicable law.
Products that may be non-returnable
Clearly disclosed restrictions may apply to hygiene-sensitive, perishable, customised, activated, consumed, downloadable or other products that cannot reasonably be resold or safely returned. A restriction will not remove rights that cannot legally be excluded.
Damaged, incorrect or incomplete items
Customers should report the issue promptly through the order-support process and keep the product, packaging, labels, accessories and delivery materials available while the request is reviewed.
Evidence requirements
Reasonable evidence may be requested, such as photographs, video, packaging details, serial information, delivery records or a description of the problem. Evidence should be limited to what is relevant and handled according to the Privacy Policy.
Product condition
Unless the claim concerns damage, defect or incorrect delivery, an eligible returned product may need to be unused, complete and in substantially the condition received, with original accessories, labels and packaging where reasonably applicable.
Return shipping
Pickup, drop-off and return-shipping responsibility will depend on the reason for return. Where the seller or fulfilment process caused an eligible issue, the responsible party may bear the approved return cost. Other returns may have a disclosed charge.
Review and outcome
Arjocart and the relevant seller may review eligibility, evidence and returned-product condition before approving a refund, replacement, repair, partial refund or another reasonable resolution.
Refund method and processing
Approved refunds should normally be returned through the original or another approved method. Processing time may depend on inspection, seller review, payment-provider procedures and the customer’s bank or financial service. Any applicable estimate should be shown when the refund is approved.
Replacement and partial refund
A replacement may be offered where stock and delivery are available. A partial refund may be considered where the customer agrees to keep an item with a limited, clearly identified issue and that outcome is appropriate.
Disputes and contact
A customer should first use the marketplace support and review process. Unresolved concerns may be escalated through the channel published for the order and any rights available under applicable law. Pre-launch policy questions can currently be raised by calling +880 9613 444455.