Refund policy

RETURN AND REFUND POLICY

Last Updated: December 27, 2025

At Yalla Mart, we want you to be completely satisfied with your purchase.
This Return and Refund Policy outlines the conditions and procedures for returns and refunds on our marketplace platform.

1. OVERVIEW

Yalla Mart operates as a multi-vendor marketplace.
Returns and refunds are handled by Yalla Mart in coordination with individual sellers.
All return requests are evaluated case-by-case through our WhatsApp support channel.

2. ELIGIBILITY FOR RETURNS

You may request a return if:

• The product is defective or damaged upon delivery
• The product does not match the description or images provided
• You received the wrong item
• The product is missing parts or accessories
• The product arrived in unsatisfactory condition

Return requests must be submitted within 7 days of delivery.

3. NON-RETURNABLE ITEMS

The following items cannot be returned for hygiene, safety, or legal reasons:

• Personal care items (opened cosmetics, skincare, fragrances)
• Intimate or sanitary products
• Perishable goods
• Custom or personalized items
• Digital products or downloadable content
• Items marked as "Final Sale" or "Non-Returnable"
• Products with broken seals (electronics, software, health products)

4. RETURN CONDITIONS

To be eligible for a return, items must:

• Be in original condition and packaging
• Include all tags, labels, and accessories
• Not show signs of use or wear
• Include the original invoice or order confirmation

5. HOW TO REQUEST A RETURN

Step 1: Contact our support team via WhatsApp or email at care@yallamart.co within 7 days of delivery

Step 2: Provide your order number, photos of the item, and reason for return

Step 3: Our team will review your request and coordinate with the seller

Step 4: If approved, you will receive return instructions and a return authorization

Step 5: Package the item securely and arrange return shipping as instructed

6. RETURN SHIPPING

For Defective or Incorrect Items: Yalla Mart will cover return shipping costs.

For Change of Mind or Buyer's Remorse: Return shipping costs are the responsibility of the buyer. Returns for change of mind may not be accepted for all product categories.

7. REFUND PROCESS

Once your return is received and inspected:

• If approved, your refund will be processed within 7-14 business days
• Refunds are issued to the original payment method
• For Cash on Delivery (COD) orders, refunds will be processed via bank transfer (you must provide bank details)

Refund amounts: 
• Full refund for defective, damaged, or incorrect items
• Partial refund may apply if the item shows signs of use
• Original shipping fees are non-refundable unless the error was ours

8. SELLER APPROVAL REQUIRED

Since Yalla Mart operates as a multi-vendor marketplace, return and refund requests are reviewed by Yalla Mart in coordination with the seller and in accordance with Yalla Mart’s marketplace policies. Yalla Mart will work with both the customer and seller to ensure a fair resolution.

9. DAMAGED OR DEFECTIVE ITEMS

If you receive a damaged or defective item:

• Do not accept the delivery if damage is visible
• If damage is discovered after delivery, contact us immediately with photos
• We will arrange a replacement or full refund at no cost to you

10. WRONG ITEM DELIVERED

If you receive the wrong item:

• Contact us within 48 hours with photos
• We will arrange pickup of the incorrect item
• A replacement will be sent, or a full refund will be issued

11. CANCELLATIONS

Before Shipment: You may cancel your order before it is shipped for a full refund. Contact us immediately at care@yallamart.co.

After Shipment: Once an order has been shipped, standard return procedures apply.

12. EXCHANGES

We do not offer direct exchanges. If you need a different size, color, or variant:

• Return the original item following our return process
• Place a new order for the desired item

13. REFUND TIMELINE

• Return approval: 1-3 business days after request
• Refund processing: 7-14 business days after return is received
• Bank processing time: 3-7 business days (depending on your bank)

14. CASH ON DELIVERY (COD) REFUNDS

For COD orders, refunds require:

• Valid bank account details (account holder name, IBAN, bank name)
• Verification of identity
• Processing time: 10-14 business days

15. ABUSE OF RETURN POLICY

Yalla Mart reserves the right to refuse returns or suspend accounts that:

• Make excessive return requests
• Return items in unacceptable condition
• Abuse the COD system with repeated failed deliveries
• Engage in fraudulent return activity

16. CONTACT US

For return or refund inquiries, contact us:

Email: care@yallamart.co
WhatsApp: +961 76 160 024
Phone: +961 76 160 024

17. POLICY UPDATES

Yalla Mart reserves the right to update this Return and Refund Policy at any time. Changes will be posted on this page and apply to future orders.