How do I submit a return?

Return eligibility

We offer a 60-day risk-free return surcharge, so you can feel confident trying out new products online.

The following suborders are eligible for returns:

• Purchased 60-day Risk Free Surcharge 

• Products are returned in the case quantity purchased (we are unable to accept the return if any units in the case has been sold)
• Within 60 days of receiving the products

Return shipping costs are covered by Markato, but the original shipping costs and import fees are non-refundable.

Not all types of products are returnable, you can find out more in this article.

If an order or a product is eligible for a return, you will see a "RETURN" option in your order details page 

 

Submitting a return

1. Click on Account in the upper right corner.
2. Hover over your Account Icon and click My Orders.
3. Find the order with the items that you want to return, and then select Return Unsold Items. 

4. Select the product you want to return

5. Select the case quantity of each item that you want to return 

6. Select Return Reason.

7. Click Submit Return to submit the return request

8. One of customer support team will be in touch with you to confirm:

• case quantity and value of your returned product
• preferred pickup date and time
• preferred refund method
• share the shipping labels for you to ship it back to us

Shipping a return

To help us process your return:

1. Carefully inspect and package each return to prevent items from being damaged in transit
2. Make sure the items you return are in the same condition that you received them. If you have received incorrect or damaged items, please do not return them
3. Include the same items and quantities you indicated when submitting the return
4. Package individual returns separately, each with its own return label to track the return

Refunds

Once your return is submitted, you can check your return progress (both active and historical) by clicking Returns under your account. You will receive a notification when your package is received and refund processed. Please allow 8-10 business days for the refund to be processed.

Important notes:

• Final refund amount is at the discretion of Markato depending on the condition of the products returned
• You can choose to receive your refund either as wallet credit or back to the original payment method. Wallet credits can be used on the next order
• If the order was placed using Buy Now Pay Later, your invoice will be adjusted for the return amount 
• The original shipping costs (and any import fees) to your store are non-refundable
• If an order has been paid with wallet credit and a credit card, the wallet credit will be returned first.
• If a discount voucher is used, the value of the voucher will be proportionally deducted from the refunded amount.
• If adjustments are made to the sub-order, the surcharge fee will be proportionally changed according to the adjusted amount of the sub-order.