At HouseMartz, we take great pride in delivering high-quality products and ensuring our customers have a positive shopping experience. However, we understand that there may be times when you need to exchange a product. Whether the item doesn’t meet your expectations or there was an issue with your order, we are happy to assist you with our simple and straightforward exchange process.
Eligibility for Exchange To be eligible for an exchange, your item must meet the following conditions:
- The product must be in brand-new, unused condition.
- All original packaging, tags, and labels must remain intact.
- The exchange request must be made within 30 calendar days from the date you received your product.
- The item must not be part of any clearance, final sale, or non-returnable category (such items will be clearly marked on the website at the time of purchase).
Items Not Eligible for Exchange Certain products are not eligible for exchanges, including:
- Items marked as “Final Sale” at the time of purchase.
- Customized or personalized products.
- Products that have been used, altered, or damaged by the customer.
- Any product missing the original packaging or components (such as manuals, accessories, etc.).
How to Request an Exchange If you would like to exchange an item, please follow these simple steps:
Contact Our Customer Service Team: Reach out to our customer service team within 30 days of receiving your product. You can contact call us at 0300-1267345. Please provide your order number and a brief description of the product you wish to exchange and the reason for the exchange.
Exchange Approval: Our team will review your request and confirm whether your item qualifies for an exchange. We may request additional information or images if the item is damaged or defective.
Return Instructions: Once your exchange is approved, we will provide you with instructions for returning the item. This may include a prepaid return shipping label for eligible returns.
Returning the Item: Ship the item back to us as per the provided instructions. The item must be returned in its original condition, unused, and in the original packaging (if possible).
Exchange Processing: Upon receiving your returned product, we will inspect it to ensure it meets our exchange criteria. If approved, we will send out the replacement item promptly.
Shipping and Return Costs
- Return Shipping: You are responsible for the cost of return shipping unless the item is damaged, defective, or incorrectly shipped. In such cases, we will cover the return shipping costs.
- Shipping Method: We recommend that you use a trackable shipping service when returning items, as we are not responsible for lost or damaged returns.
- Exchange Shipping: If your exchange is approved, we will ship your replacement item free of charge via standard shipping. If you require expedited shipping, additional charges may apply.
Damaged, Defective, or Incorrect Items We strive to ensure that all products are shipped in perfect condition. However, in the rare event that you receive a damaged, defective, or incorrect item, we will make it right as quickly as possible.
Damaged or Defective Products: If your item is damaged or defective, please notify us within 7 days of receiving your order. Please include photos of the damage or defect in your exchange request. We will either replace the product or offer a refund depending on your preference and product availability.
Incorrect Items: If we mistakenly send you the wrong item, please contact our customer service team immediately. We will assist you with returning the incorrect item and ensure that the correct product is sent to you at no additional charge.
Exchanges and Refunds Once your returned item is inspected, we will process your exchange. If the requested replacement item is available, we will ship it to you at no extra charge. In the rare case that the item is out of stock or unavailable, we may offer the following alternatives:
- A full refund of the purchase price to your original payment method.
- A store credit for the value of the item to be used on a future purchase.
Refunds will be processed within 7–10 business days once your return has been received and inspected. Store credits will be issued immediately after the return is approved.
Exchanges for Gifted Items If the product was purchased as a gift, the recipient can still request an exchange under the same conditions outlined above. The recipient will need the order number or gift receipt to begin the exchange process.
Non-Returnable/Non-Exchangeable Items Please be advised that certain products are non-returnable and non-exchangeable. These may include, but are not limited to:
- Gift cards.
- Items that are worn, altered, or washed.
- Products sold as “Clearance” or “Final Sale” (which will be marked as such on the website).
International Orders For international orders, please be aware that exchange policies may differ based on the shipping and return policies of your region. Additional duties, taxes, and shipping fees may apply.
Contact Us If you have any questions regarding our exchange policy, or if you need assistance, feel free to contact our customer service team. We’re here to help!
We value your satisfaction and are committed to making your shopping experience with us enjoyable!