Return Policy
Return Policy of Xtra Mart
At Xtra Mart, we are committed to providing you with high - quality trendy toys and electronic digital products. We understand that sometimes you may need to return an item, and we strive to make our return policy as clear and straightforward as possible.
Return Eligibility
- General Rule: Most items purchased from our website can be returned within 30 days of the delivery date for a full refund or exchange, provided that the items are in their original condition, unopened, and with all original packaging, accessories, and documentation included.
- Defective or Damaged Items: If you receive a defective or damaged item, please contact our customer service immediately within 7 days of receipt. We will arrange for a return and provide a full refund or a replacement, and we will be responsible for the return shipping cost. You need to provide pictures or videos of the defective or damaged parts as evidence.
- Non - Returnable Items: Certain items are not eligible for return, including but not limited to downloaded digital products, customized or personalized items, and opened perishable items (if any).
Return Process
- Contact Customer Service: Please send an email to service.xtramart@outlook.com, stating your order number, the items you want to return, and the reason for the return. Our customer service team will respond to you within 24 hours and guide you through the next steps.
- Get Return Authorization: After receiving your return request, our customer service will review it and issue a return authorization number if the return is eligible. Please include this return authorization number in all subsequent communications and on the return package.
- Pack the Item: Please repack the item in its original packaging or use suitable packaging to ensure that the item is protected during shipping. Include all original accessories, manuals, and other included items.
- Ship the Item: You are responsible for the return shipping cost for non - defective items. You can choose a carrier of your choice and send the package to the return address provided by our customer service. For defective or damaged items, we will provide a pre - paid shipping label if possible.
- Track the Return: Once you have shipped the item, please send us the tracking number via email so that we can track the delivery of the return package.
Refund Policy
- Refund Processing Time: After receiving the returned item, we will inspect it within 3 - 5 business days. If the item meets the return requirements, we will process the refund immediately. The refund will be credited back to your original payment method, and it may take an additional 3 - 7 business days for the funds to appear in your account, depending on your payment provider.
- Partial Refunds: In cases where the returned item is missing accessories or is not in its original condition, we reserve the right to issue a partial refund based on the reduction in the item's value.
We hope this return policy makes your shopping experience at Xtra Mart more worry - free. If you have any further questions about our return policy, please do not hesitate to contact our customer service.