Return Policy

 

At JMARKT, we are committed to providing a secure and trustworthy shopping experience for our customers by implementing a comprehensive Return and Refund Policy that aligns with regulatory requirements and international standards. Given the high-value nature of the products featured on our platform, including fine jewelry, gold, and precious stones, this policy is designed to ensure the rights of all parties and provide clear procedures for handling return and refund requests.

 

Scope of the Return and Refund Policy

This Return and Refund Policy covers all products purchased through the JMARKT platform, with the understanding that each product is subject to the specific terms and conditions set by the relevant merchant. Each merchant is required to clearly state their return policy on the product page, including the return period and specific conditions for accepting returns.

 

Return Period and Limitations

Each merchant is allowed to set a return period that aligns with their internal policies, provided that the return period does not exceed 15 days from the date the customer receives the order. The return period begins the moment the customer physically receives the product and ends when the specified period set by the merchant has expired.

If the customer exceeds the specified return period, the return request will not be accepted, so customers are advised to review the return policy for each product before making a purchase to ensure they are aware of the time constraints.

 

General Conditions for Return Requests

To submit a successful return request, the following conditions must be met:

• The return request must be registered through the JMARKT platform within the specified period.
• The product must be in its original condition as received, without any damage or modifications.
• All original accessories must be returned, including packaging, wrapping, and warranty certificates (if any).
• The returned product must comply with the conditions outlined in the merchant’s specific return policy.

 

Procedure for Submitting a Return Request

To facilitate the return process, customers must follow these steps:

1. Register the Return Request: The customer must register the return request through the JMARKT platform using the return section available in their profile. The request must include detailed information about the product to be returned and the reason for the return.
2. Provide a Reason for the Return: The customer must clearly state the reason for the return, whether it is due to non-compliance with the product description, defects, or other reasons. Providing accurate information will help the merchant process the request more quickly and efficiently.
3. Visit the Merchant's Branch: The customer must visit the relevant merchant's branch in person to complete the return process, where the product will be inspected and verified. This procedure is necessary to ensure transparency and avoid potential disputes.

 

Identity Verification Procedures

For high-value products, such as gold and jewelry, additional verification procedures are required to ensure security and protect consumer rights. The customer must present the identity registered on the JMARKT platform when visiting the merchant's branch to complete the return process. This requirement aligns with UAE regulations to ensure the safety of transactions involving luxury products.

 

Processing Return Requests

Once the returned product is received at the merchant's branch, the request is processed according to the following steps:

• Product Inspection: The merchant will inspect the product to verify its condition and compliance with the specified return conditions. It is verified that there is no damage or alterations to the product.
• Decision Making: Based on the inspection, the merchant will issue a decision to accept or reject the return. The merchant's decision is final at this stage, and the customer will be informed of the decision through the return request dashboard.

 

Reviewing Merchant Decisions in Case of Rejection

If the merchant decides to reject the return request, they are required to provide a clear reason for the rejection in the dedicated dashboard. These reasons will be visible to the JMARKT customer service team, allowing us to assess the situation and provide the necessary guidance in the event of a customer objection.

 

Customer’s Right to Object

If the customer is not satisfied with the merchant’s decision regarding the return, they have the right to object by contacting JMARKT customer service. We encourage customers to use this mechanism to ensure their rights and provide detailed information about the dispute.

 

Intervention of the JMARKT Customer Service Team

Upon receiving a customer objection, the JMARKT customer service team will:

• Review the Request: Assess the objection and review all details provided by both the customer and the merchant.
• Communicate with the Involved Parties: The team may contact the merchant for additional clarification regarding the reason for the return rejection.
• Respond to the Objection: The customer will receive a response within 3 to 5 business days. An internal investigation may be required by our Return Service Team to ensure that procedures were conducted fairly.

 

Refund Procedures and Processing

If the return request is approved by the merchant, the paid amount will be refunded to the customer through the original payment method used during the purchase. Refunds are processed in coordination with the electronic payment gateway, and may take between 3 to 7 business days depending on the type of card or the bank involved.

 

JMARKT’s Commitments and Liability

While we strive to ensure a fair experience for all our customers, JMARKT acts solely as an intermediary between merchants and consumers. Therefore, we:

• Are not responsible for any disputes that may arise between the customer and the merchant regarding returns, but we will make every effort to provide the necessary support to resolve any issue.
• Commit to reviewing merchant policies and assisting in resolving disputes in a fair and appropriate manner.

 

Guidelines for Customers and Merchants

To ensure a smooth return experience, we recommend the following:

• For Customers: Keep all purchase documents and product invoices, and present the required ID when returning any product.
• For Merchants: Clearly outline the return policy on product pages, and provide a clear justification when rejecting a return to avoid disputes.

 

Legal Responsibility and Policy Compliance

All procedures related to the Return and Refund Policy are subject to the laws of the United Arab Emirates, including consumer protection laws and regulations governing high-value transactions. At JMARKT, we are committed to full compliance with applicable laws and regulations to ensure the safety and transparency of transactions.

 

Questions and Inquiries

If you have any questions about the Return and Refund Policy or need additional clarification, please contact our customer service team via email: info@jmarkt.com. We are here to ensure you have the best possible experience.

 

This policy is part of our commitment to providing an exceptional service that guarantees the rights of both consumers and merchants. We are dedicated to periodically improving and refining our policies based on feedback from customers and merchants to deliver the best possible shopping experience.

 

 

All rights reserved © 2024 J MARKT Portal LLC