Allmartsonline

Allmartsonline — Returns, Refunds & Order Disputes

Clear guidance on refund eligibility, return conditions, and what to do next if you need support.

Last updated: August 2026

1. Purpose and Scope

This Refund & Return Policy explains when a Buyer may return an order or receive a refund for a purchase made through the Platform, and how Vendors must handle such requests. It applies to all orders placed through www.allmartsonline.com and supplements the Terms & Conditions and Billing Policy.

2. General Principle

Allmartsonline Technologies Limited operates a multi-vendor Marketplace; each Vendor is primarily responsible for the quality and conformity of the goods it lists. This Policy sets the minimum standard that all Vendors must honour, and a Vendor may not impose stricter terms on Buyers than those set out here, though a Vendor may offer more generous terms if it chooses.

Claim Refund

3. Eligible Grounds for Return

If you believe your order qualifies for a return, use the return form so the item condition and request details can be reviewed properly.

● The item received is materially different from its listing (wrong item, wrong size, wrong specification).
● The item arrived damaged, defective, or not in working condition.
● The item is counterfeit or not as authentically described.
● The order was not delivered within the timeframe stated at checkout and the Buyer no longer wants it.
● The item is missing components, accessories, or documentation stated in the listing.

Process Return

4. Grounds That Do Not Qualify

Some requests may not qualify based on the item type, timing, item condition, or other policy limitations. Each submission is reviewed before a final outcome is shared.

● A simple change of mind after an item matching its listing has been delivered, except where the Vendor's own listing expressly allows this.
● Damage caused by the Buyer's misuse after delivery.
● Perishable goods, personal-care or hygiene items, and made-to-order/customised products, once delivered in conforming condition, unless defective.
● Digital goods or services already fully rendered, unless defective or not as described.

5. Return Window

A Buyer must initiate a return or refund request through the Platform within seven (7) days of delivery for damaged, defective, or materially inaccurate items, and within forty-eight (48) hours of delivery for "wrong item" or missing-component claims, except where a longer period is stated on the specific product listing. Requests made after the applicable window may be declined unless the defect could not reasonably have been discovered earlier.

6. How to Request a Refund

● Log the issue through the order's dispute/return option on the Platform, stating the reason and attaching photos or video where the claim relates to item condition.
● The Vendor is notified and has a defined window (as published on the Platform) to respond, propose a resolution, or arrange collection of the item.
● If the Vendor does not respond within the stated window, or if the Buyer and Vendor cannot agree, either party may escalate the matter to Allmartsonline's support team for review.

Apply for Refund

6. How to Request a Refund

● Log the issue through the order's dispute/return option on the Platform, stating the reason and attaching photos or video where the claim relates to item condition.
● The Vendor is notified and has a defined window (as published on the Platform) to respond, propose a resolution, or arrange collection of the item.
● If the Vendor does not respond within the stated window, or if the Buyer and Vendor cannot agree, either party may escalate the matter to Allmartsonline's support team for review.

Apply For A Return

7. Escrow/Wallet Hold During a Dispute

Where payment for the order is still held by Allmartsonline's payment processor under the Platform's escrow arrangement, that amount will not be released to the Vendor while a return or refund request is open. Funds are released to the Vendor, refunded to the Buyer, or split between them, based on the outcome of the review.

8. Return Shipping and Condition of Goods

Where a return is approved for a Vendor-caused reason (wrong, damaged, defective, or counterfeit item), the Vendor bears the cost of return shipping. Where a return is approved for a Buyer-preference reason permitted by the Vendor's own listing, the Buyer may be required to bear the return shipping cost. Returned items must be sent back in the condition received, with original packaging and accessories where possible, unless the item's own condition is the basis of the claim.

9. Refund Method and Timing

Approved refunds are paid back to the Buyer's original payment method through the Platform's payment processor. Refunds are typically processed within five (5) to ten (10) business days of approval, though the exact timing to reflect in the Buyer's account may depend on the Buyer's bank or payment provider.

10. Partial Refunds and Replacements

Depending on the nature of the issue, a resolution may take the form of a full refund, a partial refund reflecting a defect or shortfall, a replacement item, or store credit, where the Buyer agrees to that option.

11. Vendor Non-Compliance

A Vendor that repeatedly fails to honour valid return or refund claims under this Policy may face suspension of new listings, downgrade of Subscription Tier benefits, withheld settlement, or removal from the Marketplace, in accordance with the Terms & Conditions.

12. Changes to this Policy

This Policy may be updated to reflect changes in consumer protection law or Marketplace practice. Material changes will be announced on the Platform before taking effect.