Returns Policy
At On Mart (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 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