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Return & Refund Policy
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At LeoMart (SL) Ltd, we stand behind the quality of the products sold on our marketplace. Your satisfaction is our priority. This policy outlines the process and rules for returning items and receiving refunds. Please read it carefully.
As a multi-vendor platform, the specific return conditions for an item are set by the individual vendor, and LeoMart facilitates the process to ensure a smooth experience for you.
1. Return Eligibility: What Can Be Returned?
To be eligible for a return, your item must be in its original, unused, and unwashed condition, with all original tags and packaging intact. You must also have the original invoice or proof of purchase.
2. We Accept Returns For:
Faulty or Defective Items: Products that are damaged, defective, or not working correctly upon arrival.
Wrong Item Received: If you received an item different from what you ordered.
Damaged in Transit: Items that were physically damaged during shipping (please see Section 4).
Vendor-Specific Policy: Some vendors offer returns for "Change of Mind" or "Size Exchange." This will be clearly stated on the product page under "Return Policy." If this is not stated, the item is only eligible for returns under the conditions above (faulty, wrong, or damaged).
3. Non-Returnable Items:
For health and safety reasons, the following items cannot be returned unless they are faulty or the wrong item was sent:
Personal Care & Wellness Items: (e.g., toothbrushes, hair accessories, cosmetics)
Underwear & Hosiery
Swimwear
Earrings (for piercing hygiene)
Gift Cards
Downloadable Software/Digital Products
Perishable Goods
4. Return Timeframe
You have 3 calendar days from the date you receive your item to initiate a return request.
For items that are faulty, defective, or the wrong item, you have up to 5 calendar days to initiate a return.
5. How to Initiate a Return (Step-by-Step)
1. Log In: Go to Leomart.co and log into your account.
2. Navigate to Orders: Go to "My Account" > "Order History."
3. Select the Item: Find the order containing the item you wish to return and click "Return Item(s)."
4. Write Reason: Write the reason for your return on the text box provided (e.g., "Faulty," "Wrong Item," "Change of Mind" - if allowed by the vendor).
5. Provide Details: You may be asked to upload photos or a short video clearly showing the issue (e.g., the defect, the wrong item, the damaged package). This is crucial for a swift resolution.
6. Submit Request: Once submitted, you will receive an email confirmation. Our customer service team or the vendor will review your request.
6. Inspection & Approval
Once we receive your return request, we (or the vendor) will inspect the provided information and photos.
We will notify you of the approval or rejection of your return request via email within 1-2 business days.
If approved, you will receive Return Instructions, which will include the address where you need to send the item or information about a pickup.
7. Return Shipping: Who Pays?
The responsibility for return shipping costs depends on the reason for the return:
LeoMart/Vendor's Fault: If the return is due to a faulty product, wrong item sent, or damage in transit, we will cover the cost of return shipping. We will provide a prepaid return shipping label or arrange for a pickup.
Customer's Request: If the return is for a "Change of Mind" and the vendor's policy allows it, the customer is responsible for the return shipping costs. You will be responsible for shipping the item back to the address we provide.
8. Refunds (After We Receive the Item)
Once your return is received and inspected, we will send you an email to notify you that we have received the returned item.
We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will be automatically applied to your original method of payment.
Refund Processing Time:
Please allow up to 10 business days for the refund to be processed by our team.
After we process it, please allow additional time for the refund to appear in your bank account or on your credit card statement, depending on your financial institution's policies.
For Customer Wallet, the refund will be credited instantly.
For Mobile money, the refund will be credited within 1 business day
9. Exchanges
We only replace items if they are defective or damaged, or if you received the wrong item.
If you need a different size or colour for a non-faulty item, the vendor's policy must allow it. In this case, you will need to return the original item for a refund and place a new order for the desired item.
10. Damaged or Wrong Items
If your item is damaged upon arrival or you have received the wrong item, please do not use the item. Contact us within 48 hours of delivery at LeoMartonline.shopping@gmail.com with your order number and clear photos/video of the damaged product or the wrong item received. This helps us file a claim with the shipping carrier and resolve your issue quickly.
11. Contact Us
If you have any questions about your return or this policy, please contact our customer service team. We are here to help!
Email: leomartonline.shopping@gmail.com
Phone: +232 88 921 290 (Business Hours: 9:00 AM - 5:00 PM, Mon-Fri)
Website: www.leomart.co
