1. Refund Eligibility
A customer may request a refund, return, or replacement if:
- Wrong product was delivered
- Product was damaged during delivery
- Product was defective or not working
- Product was missing important parts
- Product was different from the product description
- Order was paid but not delivered
- Seller could not supply the confirmed product
2. Food, Grocery, and Perishable Product Policy
Food items, grocery items, perishable products, opened food packets, cooked food, frozen food, dairy items, bakery items, hygiene-sensitive products, and personal-use products are generally non-refundable and non-returnable after delivery.
Refund or replacement for food items may only be accepted if the wrong item was delivered, the product was expired, damaged before delivery, spoiled at delivery, or there is a verified seller or platform mistake.
Customer must report food-related issues within 24 hours with clear photo or video proof.
3. Non-Food Item Return and Refund Policy
Non-food items such as clothing, accessories, electronics, household products, and other eligible products may be refundable, returnable, or replaceable depending on product condition, seller policy, and ItnaMarket approval.
Clothing or fashion items may be accepted for return or exchange only if the product is unused, unwashed, undamaged, with original tag, packaging, invoice, and accessories.
Electronics or household products may require inspection before refund, replacement, or repair approval.
4. Non-Refundable Cases
Refund may not be accepted if:
- Customer changed their mind after delivery for food, grocery, or perishable items
- Food packet, grocery item, hygiene-sensitive item, or personal-use product was opened after delivery
- Product was used, damaged, washed, broken, or altered by the customer
- Original packaging, invoice, tag, or accessories are missing
- Customer provided wrong delivery address or phone number
- Customer refused delivery without valid reason
- Return request was made after the allowed time period
- Product was bought from clearance sale, final sale, or special non-returnable offer
5. Refund Request Time
Customers should request a refund, return, or replacement within:
Food, grocery, perishable, damaged, or wrong product: within 24 hours after receiving the product.
Eligible non-food products: within 24 to 48 hours after receiving the product, depending on seller policy and ItnaMarket approval.
For damaged, spoiled, expired, or wrong products, customers should provide photos or video proof as soon as possible.
6. Proof Required
To process a refund request, ItnaMarket may ask for:
- Order ID
- Customer name and phone number
- Product photo or video
- Delivery package photo
- Payment proof
- Invoice or receipt
- Clear explanation of the issue
- For food items, proof showing expiry, spoilage, wrong item, or delivery damage
7. Refund Process
After receiving a refund request:
- ItnaMarket will review the complaint.
- Seller, dealer, reseller, manufacturer, or supplier may be contacted.
- Product condition and proof may be checked.
- Return pickup or product inspection may be arranged if needed.
- For food items, proof will be checked before approval because food items are generally non-returnable after delivery.
- Refund, replacement, partial refund, exchange, or rejection decision will be shared with the customer.
8. Refund Time
If refund is approved, the refund may take:
3 to 10 working days
Refund time depends on payment method, bank, mobile banking service, payment gateway, and internal verification.
9. Refund Method
Refund may be sent through:
- Original payment method
- Mobile banking
- Bank transfer
- Wallet balance
- Store credit
- Other approved payment method
Cash on delivery orders may be refunded through mobile banking, bank transfer, or wallet credit after verification.
10. Delivery Charge
Delivery charge may not be refunded if the product was correctly delivered and the issue was not caused by seller or platform error.
If the wrong, damaged, expired, spoiled, or defective product was delivered, ItnaMarket or the seller may cover the return delivery charge depending on the case.
11. Replacement or Exchange
Instead of refund, customer may receive a replacement or exchange if:
- Same product is available
- Seller agrees to replace or exchange
- Product issue is verified
- For non-food items, customer returns the original product in acceptable condition
- For food items, the issue is reported within 24 hours and verified with proof
12. Seller, Dealer, Reseller, and Dropshipper Responsibility
Sellers, dealers, resellers, manufacturers, suppliers, and dropshippers must provide accurate product details, quality products, correct packaging, and honest service.
If refund is caused by seller mistake, defective product, expired product, spoiled food item, wrong delivery, fake product, or misleading information, the seller or responsible partner may need to bear the refund cost, delivery cost, or commission adjustment.
13. Commission and Payout Adjustment
For reseller, dealer, dropshipper, or partner orders:
- Commission may be cancelled for refunded orders
- Payout may be held until order is complete
- Refund amount may be deducted from seller or partner balance
- Fake or repeated refund abuse may result in account restriction
14. Order Cancellation Refund
If an order is cancelled before shipping and payment was already made, the customer may receive a refund after verification.
If the order is already shipped, cancellation may depend on courier status and seller policy.
Food, grocery, bakery, dairy, frozen, or perishable orders may not be cancelled after preparation, packing, or dispatch has started.
15. Contact for Refund
For refund, return, replacement, or exchange support, contact:
ItnaMarket Support Team
Website: itnamarket.com
Email: [Insert Support Email]
Phone: [Insert Support Phone]
WhatsApp: [Insert WhatsApp Number]