Refund Policy

3. Refund Timeframes

3.1 Request Window

You must request a refund within the following timeframes:

• Physical Goods: Within 30 days of delivery
• Digital Products: Within 14 days of purchase
• Services: Before service completion or within 7 days, whichever comes first
• Custom/Personalized Items: Within 48 hours of order placement

3.2 Processing Time

Once a refund is approved:

• Seller has 2 business days to process the refund
• Refund appears in your account within 5-10 business days
• Original payment method is credited

4. Non-Refundable Items

The following items are generally non-refundable unless defective or misrepresented:

• Personalized or custom-made items
• Perishable goods (food, flowers, etc.)
• Intimate or sanitary goods
• Digital downloads after access has been granted
• Gift cards or vouchers
• Items marked as "final sale" or "non-refundable"
• Services already rendered

5. Return Process

5.1 Initiating a Return

To request a refund:

1. Log in to your Martora X account
2. Navigate to "Order History"
3. Select the order and click "Request Return/Refund"
4. Choose a reason and provide details
5. Upload photos if applicable (damaged/wrong items)
6. Submit your request

5.2 Seller Response

Sellers have 48 hours to respond to refund requests. They may:

• Approve the refund immediately
• Request additional information or photos
• Offer a partial refund or replacement
• Decline with explanation

5.3 Returning Items

If a return is required:

• Use the prepaid return label provided (if applicable)
• Pack items securely in original packaging when possible
• Include all accessories and documentation
• Ship within 7 days of approval
• Keep tracking information for your records

6. Return Shipping Costs

Responsibility for return shipping costs depends on the reason:

7. Refund Methods

Refunds are processed to the original payment method:

• Credit/Debit Cards: 5-10 business days
• PayPal: 3-5 business days
• Bank Transfer: 5-7 business days
• Martora X Wallet: Instant (alternative option)

8. Partial Refunds

Partial refunds may be issued in the following situations:

• Item returned without original packaging
• Item shows signs of use beyond inspection
• Item returned after the standard return window
• Missing accessories or components
• Minor damage or defects (with buyer agreement)

9. Dispute Resolution

If you and the seller cannot resolve a refund issue:

1. Attempt direct communication with the seller first
2. If unresolved, escalate to Martora X support within 48 hours
3. Provide all relevant documentation and evidence
4. Our team will review and make a binding decision within 5 business days
5. Decision is based on our Terms of Service and available evidence

10. Exchanges

We facilitate exchanges when possible:

• Contact the seller directly to arrange an exchange
• Exchanges depend on seller's inventory availability
• Return original item following the return process
• Seller ships replacement once original is received
• Price differences may apply for different items

11. Marketplace Fees

Martora X platform fees are non-refundable. When a refund is issued, sellers are refunded their portion minus the original transaction fee. This policy helps maintain platform operations and fraud prevention systems.

12. International Returns

For international purchases:

• Same refund rights apply
• Return shipping may be more expensive
• Buyer typically pays return shipping unless item is defective
• Customs fees are non-refundable
• Allow additional time for international return processing

13. Buyer Protection

Martora X offers buyer protection for eligible purchases:

• Coverage against items not received
• Protection for items significantly not as described
• Automatic refund if seller doesn't respond within 48 hours to valid claims
• Dispute mediation services at no additional cost

14. Contact Information

For refund-related questions or support:

• Email: refunds@martorax.com
• Support: support@martorax.com
• Phone: +1 (555) 765-4321
• Hours: Monday-Friday, 9AM-6PM EST