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Return & Refund Policy
At Hello Mart, customer satisfaction is our top priority. If something isn’t right with your order, we’re here to help with a simple and fair return and refund process.
1. Eligibility for Returns
You can request a return or refund if:
The product is damaged, defective, or expired upon delivery
You received the wrong item
The item is missing from your order
You contact us within 24 hours of receiving your order
Note: Perishable items like fresh meat, fruits, vegetables, and dairy products are not eligible for return unless they are damaged or spoiled at delivery.
2. How to Request a Return or Refund
To request a return or refund, please:
Contact our support team via email, live chat, or phone
Provide your order number, a brief description of the issue, and clear photos if applicable
Our team will review your request within 24 hours and guide you on the next steps
3. Refund Methods
Once approved, refunds are issued through:
Original payment method (credit/debit card, bank transfer, or app payment)
Store credit, if you prefer a faster replacement or future discount
Refund processing time may vary between 3–7 business days depending on your payment provider.
4. Exchange Policy
We currently do not offer direct exchanges. If you’d like a replacement, please return the item (if eligible) and place a new order.
5. Conditions for Returns
To qualify for a return:
The item must be unused and in original packaging (where applicable)
You must report the issue within 24 hours of delivery
Items returned without prior approval may not be accepted
6. Non-Returnable Items
The following items are non-returnable unless defective or incorrect:
Fresh meat and seafood
Fruits and vegetables
Dairy products
Opened or used items
Clearance or final sale products
7. Need Help?
Our support team is here to assist you with any concerns related to your order, delivery, or refunds.
Email: info@hellomart.org
Phone: +82 010 4516 2015
Available: 9 AM – 9 PM, Monday to Saturday
