Refund policy

Last updated: 01 August 2025

RETURN POLICY
Thank you for shopping with us at Respmart. We strive to provide you with high-quality items; however, if you encounter any defects in your purchase, we have implemented a Return Merchandise Authorisation (RMA) process to ensure a smooth and efficient resolution. Please read our policy carefully to understand your rights and obligations regarding returns, refunds, and cancellations.

ELIGIBILITY
Once products are delivered to you and accepted as accurate and as per your original order, no refund or exchange is possible. However, we will accept returns if:

  • The product has a manufacturing defect
  • The item is damaged during transit
  • The item is not as per your original order

REPORTING THE DEFECT
To initiate the return process, you must report the defect to customer service via email at order-support@respmart.com within 48 hours of delivery.

Provide detailed information about the defect, including photographs or videos, to help expedite the evaluation process. Please ensure that the total size of the email does not exceed 2 MB.

Important: For all returns of items damaged during transit, a mandatory unboxing video is required to verify and document the damage or tampering of the received product. This ensures a prompt and accurate resolution process.

RMA APPROVAL
Once we receive your defect report, our support team will review the information provided.

If the defect meets the criteria outlined in this policy, we will issue a Return Material Authorisation (RMA) and provide you with an RMA number.

RETURNING THE PRODUCT
After receiving the RMA number, you are responsible for securely packaging the product to prevent further damage during transit.

Returned items must:

  • Be accompanied by a copy of the original receipt
  • Include a return/exchange authorisation number (provided after approval)
  • Be in a saleable condition

If these conditions are not met, the return will not be accepted.

Ship the product back to us using a reliable and trackable shipping method. The shipping cost for returning the defective product will be borne by the customer.

INSPECTION AND EVALUATION
Upon receiving the returned product, our quality control team will thoroughly inspect and evaluate the reported defect.

If the defect is verified to be a manufacturing issue covered by our warranty, we will proceed with the appropriate resolution as per the warranty terms.

RESOLUTION OPTIONS
Depending on the nature of the defect and warranty terms, we will provide one of the following resolutions:

  1. Repair: If possible, we will repair the defective product and return it to you.
  2. Replacement: If repair is not feasible, we will replace the defective product with a new, identical, or equivalent model.
  3. Refund: If repair or replacement is not possible, we will issue a refund for the purchase price of the defective products.

Please note: Postage and return shipping charges are non-refundable.

WARRANTY PERIOD
If the product is within its warranty period and the defect is covered by the warranty, all repair or replacement costs will be covered by us.

Return Exceptions: This return policy is not applicable to defects caused by misuse, accidental damage, improper handling, or unauthorised modifications of the product.

Products with expired warranties or defects reported after 30 days from the date of purchase will not be eligible for a return under this policy.

Communication: We will keep you informed throughout the return process, providing updates on the status of the evaluation and resolution.

Customer Obligations: It is essential to comply with the instructions provided in this Return Policy for a successful return process.

If any information provided during the RMA process is found to be inaccurate or misleading, it may lead to a delay or rejection of your claim.

Please note that this Return Policy for Defects with the RMA Process is subject to change without prior notice. For any inquiries or concerns regarding the return process, please contact our customer support team. We are committed to providing a satisfactory resolution and ensuring your continued satisfaction with our products.

ORDER CANCELLATIONS
If an order has been placed in error and you wish to cancel it, please email order-support@respmart.com before it is dispatched from our warehouse.

To process the cancellation, please include your Order Number and the reason for cancellation. If the order number is unavailable, include a screenshot of the order or payment confirmation.

Upon successful cancellation:

  • The amount will be refunded to the original payment source
  • 2.5% payment processing charges will be deducted from the refund

Please note: If the order is already dispatched before we receive your cancellation request, it will not be cancelled. The product will be delivered as scheduled.

To request a return, please visit your customer account page here.