Return and Refund Policy

Return and Exchange Policy

TATmart.com strongly encourages customers to carefully review product information, designs, and features before placing an order to minimize returns and exchanges. However, some products may have specific restrictions on returns or exchanges, which will be clearly stated on the product detail page.

If a customer receives a product that differs from the description on TATmart.com, they can contact TATmart.com within 24 hours of receiving the order for assistance with returns or exchanges. TATmart.com encourages customers and sellers to negotiate and resolve return or exchange issues directly. If both parties cannot reach an agreement, TATmart.com will intervene and its decision will be final.

Products Not Eligible for Return

• Products in restricted categories;
• Products that have expired according to the seller's or TATmart.com's policy;
• Used or operated products;
• Products that customers want to exchange without prior notification;
• Products with external damage caused by the customer (e.g., scratches, breakage);
• Products damaged due to improper operation by the customer;
• Products for which the customer has not followed the required procedures to claim warranty (e.g., not submitting a warranty request to the specified address within the specified time);
• Customers who have inspected and acknowledged the condition of the goods but have not provided feedback within 36 hours of receipt.

Valid Return Request Conditions

• The returned product must include the return registration form and VAT invoice (if any);
• The product must be returned with all accessories (including user manuals, warranty cards, etc.) and accompanying gifts (if any);
• The product must be within the valid period for returns or exchanges according to the applicable policy at that time;
• The reason for the return must be valid and meet the acceptance criteria for returns;
• For returns due to breakage or missing items, the customer must take photos of the product and notify the seller or TATmart.com's customer care department immediately after receiving the order;
• Products that are not subject to the seller's specific policy, provided that the seller has announced it in the product information section before the customer places the order;
• A valid return request must be sent by the buyer to the address indicated on the shipping receipt along with order confirmation information (order number, phone number, or email).

Return and Exchange Procedures

Complaint Handling Procedure for Returns, Exchanges, and Warranties

• Step 1: TATmart.com receives and verifies the customer's request information;
• Step 2: TATmart.com creates a return merchandise authorization (RMA) number, including the reason for the complaint and the customer's request;
• Step 3: The customer is instructed to return the goods to the T.A.T warehouse for inspection and processing;
• Step 4: The T.A.T warehouse receives the goods, inspects the goods, verifies the information, and processes the complaint with the customer:
  • If the returned product is new, it will be restocked or returned to the seller, depending on the agreed-upon cooperation method;
  • If the returned product is eligible for warranty, it will be sent to the seller for warranty. TATmart.com will inform the customer of the warranty period and return the goods after completion;
  • If the product is defective, it will be placed in the T.A.T defective goods warehouse and proceed to step 5.
• Step 5: TATmart.com will send a notification list of defective products to the Seller at a specific frequency depending on the cooperation model:
  • FBT Model: Weekly notification;
  • ODF Model: Notification sent after TATmart.com has processed the customer's request.
• Step 6: Seller Confirmation and Retrieval of Defective Goods
  • The Seller is responsible for verifying the information and confirming the pickup time from the T.A.T warehouse within 2 working days from the time TATmart.com sends the notification;
  • The Seller must pick up the goods from the T.A.T warehouse or request TATmart.com to transport the goods to the Seller's warehouse and pay a separate fee for this request according to the fee policy and discount schedule within 30 working days;
  • TATmart.com will not be responsible for the Seller's goods if the Seller fails to confirm or pick up the goods from the T.A.T warehouse within the specified time.
• Step 7: Goods Receipt and Feedback
  • After receiving the defective products, the Seller has 2 working days to file a complaint about the defective products.

Refund Policy

Refund Methods

• Electronic money code (to purchase a new product);
• Bank transfer according to the customer's provided information.

Refund Process

• Step 1: The Customer has the right to request a refund if the Customer has purchased a Product and made a successful payment on TATmart.com but encounters one of the following situations:
  • The product does not match the description on the TATmart.com website. The Customer takes a photo of the Product and sends a complaint to the TATmart.com system. The complaint submission deadline is a maximum of 36 hours from the time of receiving the goods;
  • The order is delivered late or not delivered as notified when placing the order;
  • The Customer no longer needs the Product.
• Step 2: TATmart.com verifies and works with the Seller to confirm the Customer's feedback.
  • If the Customer's feedback is accurate, TATmart.com will work with the Seller to agree on a refund and proceed to Step 3;
  • If the Customer's feedback is inaccurate or insufficient to draw a conclusion and the Customer cannot provide additional information to resolve the issue, TATmart.com will notify the Customer via email and/or phone of the rejection of the refund request and state the reason for the rejection.
• Step 3: TATmart.com refunds the Customer through one of the above methods and sends a notification to both the Customer and the Seller.