At Livemarto, we prioritize customer satisfaction and strive to provide a seamless shopping experience for all our users in Pakistan. To ensure transparency and build trust, we have outlined our detailed Refund and Return Policy. This policy specifies the conditions under which returns and refunds are accepted and the procedures for processing them.
1. Scope of the Policy
This policy applies to all purchases made by users in Pakistan through Livemarto’s platform. By using our services, you agree to adhere to the terms and conditions outlined below.
2. Eligibility for Returns
We accept product returns under the following conditions:
a. Return Window
- Products can be returned within 3 days of delivery.
- The return request must be initiated within this time frame.
b. Condition of the Product
- The product must be unused, unwashed, and in its original packaging.
- Any tags, labels, or accessories must be intact.
- Products that are damaged due to customer mishandling or wear and tear are not eligible for returns.
c. Non-Returnable Items
The following items are not eligible for returns:
- Customized or personalized products.
- Perishable goods, such as food or flowers.
- Intimate items, including undergarments and swimwear.
3. Process for Returns
Follow these steps to initiate a return:
a. Contact Customer Support
- Reach out to our customer support team at support@livemarto.com or call +92 [Insert Phone Number] to initiate a return.
- Provide your order number and details about the product you wish to return.
b. Return Authorization
- Once your request is approved, you will receive a Return Authorization (RA) number.
- Returns without an RA number will not be processed.
c. Shipping the Product
- Pack the product securely to prevent damage during transit.
- Ship the product to the address provided by our support team.
- Shipping costs for returns are the customer’s responsibility unless the return is due to an error on our part (e.g., wrong or defective product).
d. Inspection and Approval
- Once we receive the product, our team will inspect it to ensure it meets the return criteria.
- You will be notified of the approval or rejection of your return within 2-3 business days.
4. Refund Policy
We offer refunds under the following terms:
a. Refund Window
- Refunds are processed within 30 days from the date of approval.
b. Method of Refund
- Refunds are issued via bank transfer to the account details provided by the customer.
- Ensure the account information shared with us is accurate to avoid delays.
c. Partial Refunds
- If a product shows signs of use or is missing components, we may offer a partial refund at our discretion.
5. Benefits of Our Refund and Return Policy
By adhering to our policy, you gain the following benefits:
a. Hassle-Free Process
Our streamlined return and refund process ensures minimal inconvenience to you.
b. Trust and Transparency
We value honesty and fairness, providing you with clear guidelines to avoid confusion.
c. Customer Support
Our dedicated team is always ready to assist you, ensuring a smooth experience.
d. Quality Assurance
This policy reinforces our commitment to delivering quality products and addressing issues promptly.
6. Exceptions to the Policy
While we strive to be as accommodating as possible, certain situations are exempt from this policy:
a. Late Requests
- Return requests made after the 3-day window will not be accepted.
b. Damaged Products
- Products damaged due to misuse or mishandling by the customer are not eligible for returns or refunds.
c. Force Majeure
- Delays or issues caused by unforeseen circumstances, such as natural disasters, may impact the return and refund process.
7. Contact Us
If you have any questions or need assistance with returns and refunds, please don’t hesitate to contact us:
- Email: support@livemarto.com
- Phone: +92 3 111-090-222
- Address: [Insert Address]
Our support team is available to address your concerns and ensure a satisfactory resolution.