Return & Refund

To protect the rights of both parties — Remamart and our customers — we have implemented a clear and transparent return & refund policy. This includes accepted and non-accepted cases, timeframe, conditions, procedures, and support for order changes/cancellations. Please read this policy carefully before shopping at Remamart.

1. Order Change or Cancellation Support

We allow customers to change their order (including product quantity or shipping address) or cancel their order within 8 hours from the time of placing the order by sending a request to our email: [email protected].

Requests made after 8 hours will not be processed as your order may already be in processing, packaging, or shipping.

Customers whose cancellations are accepted will receive a full refund to the original payment method used for the order.

2. When Can You Request a Return & Refund?

To support and protect our customers, we accept return & refund requests in the following situations:

  • The product does not match the description on our website (e.g. size, printed design, material — such as a mug listed as "dishwasher and microwave safe" but is not).
  • The product is defective (e.g. misaligned or faded print, print peeling, cracked mug).
  • The order received does not match what was placed (e.g. wrong design delivered, ordered 2 but received 1).
  • The product was lost or damaged during transit (e.g. broken mug, broken handle, lost shipment).

3. Timeframe & Conditions for Return & Refund

3.1. Timeframe

You have 30 days from the date of delivery to request a return & refund if your case falls under one of the accepted situations listed above.

3.2. Conditions

To be eligible for a return & refund, the following conditions must be met:

  • First, your case must match one of the situations we accept (see Section 2).
  • Second, the product must be unused and not damaged by the customer.
  • Third, the return & refund request must be submitted within 30 days of receiving the order.

Note: All three conditions must be met for your request to be considered valid. Please ensure your request satisfies all criteria to avoid delays for both parties. 

4. Return & Refund Process

4.1. For Customers

Customers must ensure they meet the above conditions (Section 3) and send their request to our customer support via email with the subject line:

[Order Number]_Return & Refund Request

The email should include the following:

  • Order number.
  • Description of the issue (make sure it falls under the accepted cases in Section 2).
  • Attach clear photos/videos as evidence to help us verify your claim.

We may contact you for additional information during the verification process.

4.2. For Remamart

Once we receive your request, we will review and verify its validity. Normally, it takes about 24 hours for us to process return & refund requests.

Once your request is confirmed as valid, we will send you a confirmation email with two resolution options:

  • Resend the order
  • Issue a full refund

If you choose to receive a replacement order, please provide your updated shipping address if needed. Otherwise, we will resend the replacement order to your original shipping address.

If you do not select a preferred option, we will default to resending the order.

Details of the two options:

Resend the order: We will send a new replacement order (if the item is still in stock) to your updated or original address. Any additional shipping costs will be covered by us.

Refund the order: We will issue a full refund, including shipping costs, to your original payment method. Refunds are processed within 24 hours, but actual crediting time may vary depending on your payment provider:

  • PayPal: 1-3 business days
  • Credit/Debit Card: 3-5 business days

5. Shipping Fees

We do not require customers to return the product in the cases we accept for return & refund. Therefore, no return shipping fees will be charged.

6. Cases Not Eligible for Return & Refund

While we aim to protect our customers, we also set boundaries to protect our business. We will not accept return & refund requests in the following cases:

  • The product has been used or damaged by the customer.
  • Return & refund is requested for personal reasons (e.g. changed their mind, no longer need the product). We strongly encourage customers to review the product details carefully before purchasing.
  • The request is submitted more than 30 days after the delivery date.

7. Contact Us

Don't hesitate to reach out if you have questions or need help with a return & refund:

  • Email: [email protected]
  • Phone Number: (702) 872-9224
  • Address: 5155 Blue Diamond Rd, Las Vegas, NV 89139
  • Support Hours: Mon - Sat (9:00 - 18:00 PST).

Important Note:

You are responsible for providing accurate and complete shipping information. We are not liable for undelivered orders resulting from incorrect shipping addresses provided by the customer.