Return, Replacement & Refund Policy

01 When Can a Product Be Returned?

A product may qualify for return or replacement when:

• 📦 Wrong Product Received — The product delivered is different from the item ordered.
• 💔 Product Damaged in Transit — The item is received damaged or physically broken.
• ⚠️ Manufacturing Defect — The product has a genuine manufacturing defect.
• 📋 Missing Product / Part — An essential item, component, or accessory is missing from the package.
• 🆕 Product Condition — Where applicable, the product should be unused, unwashed, unaltered, and returned with its original packaging, labels, tags, accessories, and invoice.
• ⏰ Return Time Limit — A return request must be submitted within the return period specified on the relevant product/order page. Different products may have different return periods.

02 Products That May Not Qualify for Return

Certain products may be excluded from the return facility because of their nature, safety, hygiene, or product-specific conditions.

• 🚫 Opened personal-care or hygiene products
• 🚫 Perishable or consumable products, where specified
• 🚫 Customized or specially prepared products
• 🚫 Products damaged through improper use or negligence
• 🚫 Products returned without required accessories or original packaging
• 🚫 Products specifically identified as "Non-Returnable" at the time of purchase

Product-specific return conditions displayed at the time of purchase will apply where applicable.

03 How to Request a Return

Customers wishing to return an eligible product should contact Prosper Mart Customer Support through the official communication channel provided on the Website/App. The customer may be required to provide:

• 🧾 Order / Invoice Number
• 📦 Product Details
• 📸 Photographs or Video of the Product
• 📝 Reason for Return
• 📞 Registered Contact Details

After receiving the request, Prosper Mart may verify the claim before approving the return.

04 Return Verification & Pickup

Once a return request is accepted:

• 🚚 Pickup — A return pickup may be arranged where the service is available.
• 🔍 Inspection — The returned product may be examined to confirm whether it meets the applicable return conditions.
• 📦 Original Condition — Products should be returned with the applicable packaging, labels, accessories, manuals, and other included items.

The final decision regarding return eligibility will be based on the applicable product and return conditions.

05 Refund Process

Where a refund is approved, Prosper Mart may process it after completion of the applicable verification/inspection.

• 💳 Online / Prepaid Orders — Eligible refunds may generally be sent through the original payment channel or another permitted method.
• 💵 Cash-on-Delivery Orders — Where applicable, the customer may be asked to provide valid bank/payment details for processing the refund.
• ⏳ Processing Time — The time required for the refund to appear in the customer's account may vary depending on the payment gateway, bank, or financial service provider.

06 Shipping & Delivery Charges

Shipping or delivery charges may be treated differently depending on the reason for return. If the return is caused by an incorrect product, verified damage, or an error attributable to Prosper Mart/seller, applicable shipping charges may be considered for refund as per the relevant policy. For customer-requested returns or other permitted returns, shipping charges may not be refundable unless otherwise specified.

07 Order Cancellation

• 🛒 Before Dispatch — Customers may request cancellation before the order is dispatched, subject to applicable conditions.
• 🚚 After Dispatch — Once an order has entered the shipping process, cancellation may not be available. In such cases, the customer may need to follow the applicable return procedure.

08 Product Exchange

🔄 Replacement or exchange may be offered where the product qualifies and replacement stock is available. If the same product is unavailable, Prosper Mart may, where applicable:

• ✔ Offer an alternative product
• ✔ Provide an eligible refund
• ✔ Issue store credit

The available option may depend on the product category and applicable policy.

09 Important Return Conditions

Before sending a product back, customers should ensure:

• ✅ Product is properly packed
• ✅ Original packaging is preserved
• ✅ Tags and labels remain attached where applicable
• ✅ Accessories and manuals are included
• ✅ Invoice / order information is available
• ✅ Product has not been misused or altered

Products that do not meet the applicable return requirements may be rejected.

10 Special Product Conditions

Some categories may have specific return, replacement, warranty, or refund terms. Therefore, customers should always review the product page, invoice, warranty information, and applicable return conditions before placing an order. Where a manufacturer's warranty applies, certain defects may be handled directly through the manufacturer's authorized service process.

11 Refund Exceptions & Review

Prosper Mart may review unusual, repeated, fraudulent, or abusive return requests. Where there is evidence of misuse of the return system, false claims, product substitution, tampering, or fraudulent activity, the request may be investigated and appropriate action may be taken in accordance with applicable terms and law.

12 Policy Modifications

Prosper Mart may revise this Return, Replacement & Refund Policy from time to time to reflect changes in products, services, operational procedures, or applicable legal requirements. The latest version published on the Prosper Mart Website/App will be considered the applicable version, subject to applicable law.