Refund Policy

1. When a product can be returned

A return request can be raised only for an eligible physical marketplace item after it has been marked Delivered and before the return window closes.

• The standard website return window is 24 hours from recorded delivery.
• Returns are item-level. In a multi-vendor checkout, each seller's item is handled separately even when the customer sees one combined order.
• The requested quantity cannot exceed the remaining returnable quantity.
• Digital products and non-standard/POS orders are not handled by this physical reverse-pickup workflow.

2. Accepted return reasons

The website currently supports return reasons including:

3. Mandatory evidence from the customer

A return request is not accepted by the system without the required evidence.

• A clear written description explaining the issue.
• At least one product photo.
• A product/packing video.
• The return quantity and return reason.

Customers should keep the item, packaging, accessories, labels and received contents available until the case is completed.

4. Reverse pickup

After a valid request and mandatory evidence are saved, AsinMart attempts to create a reverse shipment automatically through the configured logistics provider.

• If the reverse pickup is created successfully, tracking/AWB information is recorded against the return.
• If the logistics provider is temporarily unavailable or the pickup address is not serviceable, the return request remains recorded and the seller/admin can retry the reverse pickup.
• A return request does not mean the final refund decision has already been made.

5. Seller warehouse inspection

When the returned parcel physically reaches the seller, the seller marks it as received. This starts the seller's dispute window of 3 days.

If the seller disputes the return, the seller must provide evidence such as:

• Opening/inspection video.
• Returned-product photographs.
• Package photographs.
• Visible shipping-label photographs.
• Damage photographs where the dispute alleges damage.

If no valid seller dispute is raised before the configured deadline, the return can be automatically finalized in the customer's favour by the return lifecycle.

6. Admin review and final decision

AsinMart acts as the marketplace administrator for the dispute workflow. Customer evidence, reverse-shipment records and seller evidence may be reviewed before the final settlement decision.

• Customer return valid: the eligible customer refund is calculated.
• Seller dispute valid: the customer refund may be denied for that item and the seller settlement is calculated according to the marketplace settlement rules.

7. Refund amount

For a customer-valid return, the website calculates the refundable amount from the approved returned quantity and the actual order values stored at purchase time.

• Eligible merchandise amount after applicable order discounts and adjustments.
• Applicable tax already included in the order-item refund calculation.
• The proportional customer-paid shipping amount allocated to the returned item.
• The proportional COD charge, where a COD charge was actually recorded on the order.

For partial returns, amounts are prorated to the approved return quantity. Marketplace/seller accounting charges are not separately displayed as a customer refund line.

8. How the refund is paid

Eligible finalized refunds are placed into the payment/refund processing workflow for the applicable payment method. Processing time can vary by payment provider, bank and settlement method.

A refund should be treated as completed only when the refund status in the customer's order/return record confirms completion.

9. Multi-vendor orders

A single customer checkout may contain products from multiple sellers. For convenience it may appear as one logical order to the customer and Admin, but returns, reverse shipments, seller inspection and settlement remain linked to the specific seller and item being returned.

10. Requests that may be rejected or closed

• Request submitted after the return window has closed.
• Item was not delivered or does not belong to the logged-in customer.
• Mandatory description, photo or video evidence is missing.
• Requested quantity is higher than the remaining returnable quantity.
• The case is already completed, cancelled or finally decided.
• Admin review determines that the seller's evidence establishes a valid dispute.

11. Need help?

If a reverse pickup, return status or refund appears stuck, contact AsinMart support with the order ID and return request details.