Refund policy
# Return & Refund Policy
At **OthaimMart**, customer satisfaction is our top priority. We want you to be completely satisfied with your purchase. Please read our policy below for hassle-free returns and refunds.
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### 1. 30-Day Return Guarantee
We offer a **30-day Return Policy**, which means you have 30 days after receiving your item to request a return or refund.
To be eligible for a return:
* The item must be in the same condition that you received it: unworn, unused, with tags, and in its original packaging.
* You must provide a valid proof of purchase (Order Number and Confirmation Email).
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### 2. Damaged, Defective, or Incorrect Items (Instant Resolution)
If your order arrives damaged, defective, or if you received the wrong item, **you do not need to ship the physical item back to us in most cases**.
**How to claim:**
1. Contact us within **7 days** of delivery at **support@othaimmart.com**.
2. Provide your **Order Number** and attach **clear photos or a short video clip** showing the damage or issue.
3. Once verified, we will immediately offer you:
* A **100% Free Replacement** dispatched at no extra cost, OR
* A **Full Refund** back to your original payment method.
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### 3. Change of Mind & Standard Returns
If you wish to return an item because you changed your mind or no longer need it:
* You must contact our support team first to receive the official **Return Merchandise Authorization (RMA)** and designated warehouse return address.
* **Important Warning:** Do **NOT** send your purchase back to the sender's address listed on the parcel shipping label. That is a dispatching facility, and parcels returned there will be lost and unrefundable.
* Return shipping costs for change-of-mind returns are the responsibility of the customer and are non-refundable.
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### 4. Non-Returnable & Non-Refundable Items
Certain items cannot be returned for health, hygiene, and security reasons:
* Personal care items, beauty tools, and intimate goods.
* Custom-made or personalized products.
* Items purchased on clearance or final sale.
* Orders delivered to incorrect shipping addresses provided by the customer at checkout.
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### 5. How to Initiate a Return
1. Email our customer support team at **support@othaimmart.com** with the subject line: *"Return Request - [Your Order Number]"*.
2. Briefly explain the reason for return and attach photo/video proof if applicable.
3. Our team will review your request within **24 to 48 hours** and provide step-by-step return instructions.
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