Our buyer protection tries to cover and find a solution to every customer issue. For any issues with your purchase, please contact us here and we will find a solution for you. Below is our guidelines which cover most issues.
Step 1: Open a dispute within 90 days that payment was made or 3 days after you receive your order by contacting us here.
At this stage we will try to resolve the issue quickly between you and the manufacturer/seller. In most cases, we find a solution that is acceptable by all in this stage. In rare cases, if you are not satisfied, you can escalate the dispute to a claim.
Step2: Escalate the dispute to a claim within 30 days of when the dispute was opened
In this case, we will contact you directly and find a solution to your issue. We may ask for detailed information and proof of claim issues such as pictures of packaging, contact details, etc…
Step3: Get your partial or full refund or other resolution
If your full or partial refund is in the form of a shopping credit on mxxmart.com, you can use it immediately to place additional orders for free or at reduced prices. If it is in the form of money-back it may take up to 30 days to see it in your account, depending on your payment method. Below are some estimates:
|How you paid||Where your refund goes||When you’ll get it|
|Credit card (including PayPal Credit)||Credit card||Up to 30 days If the card you paid with is closed or invalid, the money will still be refunded to your credit card account.|
|Bank account through PayPal||PayPal balance||3 to 5 business days You can spend the money in your balance or withdraw money from your PayPal balance to your bank account.|
|Your PayPal balance||PayPal balance||Same day as the refund was issued|
|PayPal balance and credit card||The amount you paid with your card is refunded to your card, and the remaining amount is sent to your PayPal balance.||Card: Up to 30 days PayPal balance: Same day as the refund was issued|
|Debit card||Debit card||Up to 30 days If the refund can’t be applied to your debit card, it will be sent to your PayPal balance.|
GROUNDS FOR OPENING A DISPUTE
1.You did not receive your purchase – “Not Received”
In order to keep prices competitive for our customers, many of the products are drop-shipped from suppliers via regular post. This may result in delays to receive your order. Please contact us here if you have not received your order within 60 days. In most cases, we will officially remove the 90-day dispute deadline and track your order. If you do not receive your order within 95 days, we will refund your purchase.
2.Your purchase is “Significantly Not as Described”
Your purchase is Significantly Not as Described if it is materially different from the last description of it that you saw on mxxmart.com before you paid for it. Here are some non-exhaustive examples:
- You received a completely different item. For instance, you purchased a dress and received shoes or an empty box or the size that you received was not the size that was sold to you.
- The condition of your purchase was greatly misrepresented. For instance, the listing for an item said “new” and the item was used.
- Your purchase was advertised as authentic but is not authentic.
- Your purchase is missing major parts or features and the fact that these parts or features are missing was not disclosed in the listing.
- You purchased 3 items but received only 2.
Your purchase is not Significantly Not as Described (SNAD) and you may not receive a credit if it is not materially different from the Purchase Description. Here are some non-exhaustive examples:
- The defect in your purchase was correctly described in the description.
- Your purchase was correctly described but you didn’t want it after you received it.
- Your purchase was correctly described but did not meet your expectations.
- The product listing warned of size differences or made suggestions for choosing models that you did not follow or the size of the product was stated but the photo looked different.
- The product looks a little different in the pictures or looks like a different size due to different computer screen resolutions or due to object backgrounds in the photos of the product.
In the case where we agree that the product is “Significantly Not as Described”, we will refund you the full amount of your purchase. In all cases, we will do our best to help for any issue you may have.
If the product clearly specifies a brand name product and you receive anything other than that brand, you return the product and we give you a full refund.
4.Product arrives not working or damaged on arrival (DOA)
If your item arrives damaged or is not working, please follow the warranty process and contact us for a return authorization within 3 days of the order being received. After returning the product to us, we will send you a new item free of charge, or you can choose to receive a full refund. The return shipping costs will be paid by the customer, but we will inform you of how to ship (usually by post) and we will issue you an additional credit on our site for up to 10% of the product cost in order to cover return shipping costs.
Customers must first send a clear photo or video of the damaged or defective product and the shipping packaging before we can consider issuing a return authorization. Please use good lighting, and a close to medium distance, so we can identify and verify the issue(s).
After we have has received the returned product and confirmed the product is faulty, the return shipping cost will be refunded based on a site credit up to a maximum amount of 10% of the product cost. We will not refund any shipping costs that were not authorized by mxxmart. Product returns must be via one of our approved shipping methods.
Customers can cancel their order at anytime prior to shipping; please contact us. However, once the order has been dispatched, the order cannot be canceled, changed, or refunded. Upon receipt of the package as outlined below, our Return Policy comes into effect.
No Double Recovery
You may not receive a recovery for a purchase under MxxMart Buyer Protection if you additionally receive a recovery for that purchase directly from Paypal, Credit Card or another third party.
Importer on record
You, as the purchaser are considered the importer on record for your purchases. Goods not redeemed due to tax or duty obligations will not be considered for refund or as “Not Received”. When the goods enter your country, they are considered to be “received”. Of course, we will try to help you in all issues you have with your purchases. For specific issue, please contact us here.
For clothing, there will be slight size differences between brands and manufacturers. It is important you check the size chart, the description (example:slim-fit) and size conversion chart on the product before ordering.
If we have shipped you the wrong size by mistake, we will either refund you in full or send you an item with an alternative size (if applicable).
If you chose the wrong size, or the garment doesn’t fit, we will do our best to get you the right size, but please note that any shipping costs to return the items may be at the customers’ expense.
Non returnable / warrantee items
Please note that some products for various reasons are not covered by our warrantee / return policy. These are products that are associated with hygiene or due to the nature of their use. Products such as RC toys, scooters, underwear, lingerie, tablets, earrings, health/beauty products, make-up, etc..will not be accepted for returns after the 3 day DOA deadline, but we will try to find a mutually accepted solution for you in all cases.
We are always ready to help you for any issues you may have, even years after your purchase. contact us for any issue, at any time. Usually we find your answer.
Although MxxMart will always strive to resolve issues to the satisfaction of the customer in a professional, courteous and friendly fashion, we will not tolerate any unacceptable or unreasonable behavior towards our Customer Service Team members. We highly value our employees and we will cancel and stop any communication with customers who display rude, aggressive, abusive and/or threatening behavior towards our employees, who change the nature of their complaints or other abusive actions.
Terms and Conditions of Use of Service