Customer Refund Policy
A customer may request a return or refund if:
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Product is damaged
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Wrong item is delivered
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Item is not as described
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Product is defective
Return window: 7 business days
Refund Process
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Customers must file complaints through support
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Next Mart will respond within 3 business days
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Vendors must approve/refund/replace within 7 business days
Refunds may take 7–14 working days depending on the payment method.
Non-Refundable Items
No returns allowed for:
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Used or damaged items by customer
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Items without original packaging
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Products from prohibited or sensitive categories (e.g., personal grooming tools, opened consumables)
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Items specifically mentioned as “non-returnable”
Vendor Refund Responsibilities
Vendors must:
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Accept valid returns
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Process refunds on time
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Ensure product authenticity and quality
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Resolve disputes professionally
If vendor fails to comply, Next Mart may:
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Deduct refund amount from vendor payout
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Apply penalties
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Suspend or blacklist the vendor.
Refund for COD Orders
For Cash-on-Delivery orders:
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Refund will be issued through bank transfer or store credit.
Chargebacks & Fraud
If a customer or vendor commits fraud:
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Orders may be cancelled
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Payments may be held
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Account may be suspended
Dispute Resolution
If refund issue is not resolved:
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Next Mart support team will investigate
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Final decision will be made within 10 days
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If still unresolved, dispute will go to Dubai Courts.