Returns Policy

At On Mart Hypermarket (https://onmart.ae/), we aim to ensure you are completely satisfied with your purchase. This policy explains your rights and responsibilities when requesting returns, refunds, or cancellations.

1. Refund Policy (UAE Compliance)

  • Refunds will be done only through the original mode of payment and will be processed within 10 to 45 days, depending on the issuing bank of the credit card.

  • Refunds are available for products that are faulty on arrival, non-repairable, or lost during delivery.

  • Refunds for promotional or bundle purchases (e.g., “Buy 1 Get 1 Free”) require returning all items in the offer.

  • Refund settlement is completed after the returned product is received and passes a quality check.

  • Delivery charges are refunded in full if the entire order is returned due to faults. Partial returns receive proportional delivery charge refunds.

  • Items must be returned in original packaging and condition for a refund to be processed.

2. Cancellation Policy (UAE Compliance)

  • Customers may cancel their order or requested services within 24 hours of purchase.

  • Refunds for cancelled orders will be made to the original payment method within up to 45 days.

  • If a product or service is sold with a “No Refund” or “No Cancellation” policy, this will be clearly communicated before purchase to prevent misunderstanding or disputes.

3. Change of Mind Returns

  • A 7-day money-back guarantee applies if you change your mind, provided the product is unused, resalable, and all packaging and accessories are intact.

  • Delivery fees, supplier delivery charges, card transaction fees, and courier collection charges are non-refundable for change-of-mind returns.

4. Category-Specific Return Rules

Electrical & Electronics

  • Must include all original packaging, accessories, manuals, and freebies.

  • Laptops, printers, mobile phones, digital cameras, personal care items, hygiene products, magazines, and books are non-returnable if opened.

  • Defects reported within 7 days require verification from an authorized service center before a refund or replacement is approved.

  • Large appliances and supplier-delivered electronics are non-returnable if packaging is opened.

Grocery

Product Type Return Window
Perishable goods (meat, vegetables, fresh food) 24 hours
Non-perishable goods (toiletries, cleaning products) 7 days

5. Third-Party Sellers & Resellers

  • On Mart Hypermarket is not liable for the actions or omissions of third-party vendors.

  • Refunds, returns, and warranties for third-party products are subject to the vendor’s policies.

  • Counterfeit items can be returned within 7 days if unopened and confirmed as fake.

6. Non-Returnable Categories

  • Health & Beauty: Hair care, vitamins, supplements, cosmetics, skincare, fragrances (if opened).

  • Fashion: Underwear, lingerie, swimwear, socks, tights.

  • Baby Products: Hygiene, feeding items, diapers, bathroom products.

  • Used or damaged items in any category unless defective.

  • Opened/assembled furniture, bedding, or décor.

  • Pet food, treats, or supplements.

7. Refund Process

  • Refunds are issued only to the original payment method after return approval.

  • Refund time frame: 10 to 45 days depending on your bank.

  • Shipping fees are refunded only if the item is defective or has a manufacturing fault.

Contact for Returns, Refunds & Cancellations

Phone: +971 6 568 5408
Email: onmartsj@gmail.com
Address: Showroom No. 1, Leena AlHarazeen Bldg, First Industrial Street, Industrial Area 5, Sharjah, 10111, UAE