Return & Refund Policy – Marten.pk

 

At Marten.pk, customer satisfaction is our top priority. We strive to deliver high‑quality mobile and computer accessories across Pakistan. If you are not fully satisfied with your purchase, please review our Return & Refund Policy below.

Eligibility for Returns

You may request a return if all of the following conditions are met:

  • The return request is made within 7 days of receiving the product
  • The item is unused, uninstalled, and in original condition
  • The product is returned in its original packaging, including:

    Box
    Accessories
    Manuals
    Warranty cards (if applicable)

  • The item shows no signs of physical damage, wear, or tampering

Returns that do not meet the above criteria will not be accepted.

Non‑Returnable / Non‑Refundable Items

The following items are not eligible for return or refund:

  • Used or installed accessories
  • Items damaged due to misuse, mishandling, or improper installation
  • Products with missing accessories or packaging
  • Clearance or discounted items (unless defective)
  • Earphones, earbuds, headphones, or hygienic items once opened
  • Products damaged by power surge, water, or unauthorized repair

Defective or Damaged Items

If you receive a product that is defective, damaged, or incorrect, please notify us within 48 hours of delivery with:

  • Order number
  • Clear photos or video of the issue
  • Packaging and product images

Once verified, we will offer one of the following solutions:

  • Replacement of the same product
  • Store credit
  • Refund (where applicable)

Return Process

  1. Contact our customer support team with your order number and reason for return
  2. Our team will review your request and provide return instructions
  3. Securely pack the item and send it to the address provided
  4. After inspection, the return will be approved or rejected

Note: Items sent back without prior approval will not be accepted.

Refund Policy

  • Approved refunds are processed within 7–10 business days after inspection
  • Refunds are issued via:

    Bank transfer
    Wallet/store credit
    Original payment method (where applicable)

  • Shipping charges are non‑refundable unless the error is from Marten.pk

Exchange Policy

  • Exchanges are allowed for defective or incorrect items only
  • Exchange requests must be made within 7 days of delivery
  • Product availability is subject to stock

Return Shipping Costs

  • If the return is due to a faulty or incorrect product, Marten.pk will bear the return shipping cost
  • If the return is due to change of mind, the customer is responsible for return shipping charges

Order Cancellation

  • Orders can be cancelled before dispatch only
  • Once the order has been shipped, cancellation is not possible

Important Notes

  • Marten.pk reserves the right to refuse returns that do not meet policy conditions
  • Policy may be updated at any time without prior notice
  • By placing an order, customers agree to this Return & Refund Policy