Ongomart Refund Policy

Refund & Return Policy – Ongomart

This Refund and Return Policy outlines the terms under which customers may return or receive a refund for packaging materials purchased from Ongomart. By placing an order with us, you agree to abide by the terms outlined below.

1. Damaged Packaging

If the packaging materials are found to be damaged upon delivery, Ongomart will provide either a full refund or a replacement at no additional cost. Customers must notify us within 48 hours of delivery. Photographic or video evidence of the damage is mandatory.

2. Incorrect Packaging

If the items delivered do not match what was ordered due to an error on our part, Ongomart will offer a full refund or send the correct items at no extra charge. Discrepancies must be reported within 48 hours of receiving the product.

3. Defective Products

Packaging materials that are defective—such as leaking, torn, or unusable—are eligible for a full refund or exchange. Notification must be made within 2–3 days of receiving the package. Evidence of the defect must be submitted (photo/video).

4. General Return Eligibility

Customers may raise a return or replacement request within 7 days of receiving their order if:

  • The product is damaged or defective.
  • The item does not match the description on the website.
  • Wrong item, color, size, or quantity is received.
  • Items or accessories are missing.

Returns/Exchanges are NOT accepted in the following scenarios:

  • Customized or made-to-order products.
  • Items marked as non-returnable.
  • Products damaged or used by the customer.
  • Missing tags, packaging, accessories, or freebies.
  • Partial returns from combo sets.

5. Return Instructions

To initiate a return or request a refund:

  • Contact our customer service team at bdm@ongomart.com or call +91 98400 83397.
  • Provide a video while unboxing the package for claims related to empty or missing contents.
  • Share photographs of all sides of the packaging, the product, and the shipping label for damaged or incorrect items.
  • Returns without prior authorization will not be accepted.

6. Return Pickup Process

Once the return is authorized:

  • Ongomart will schedule a pickup through its courier partner.
  • Customers must repack the product securely and attach the return label.
  • If reverse pickup is not serviceable at the customer's pin code, a self-return will need to be arranged within 30 days from the approval email.

7. Return Address

Ongomart Returns Department, Ongomart LLP, NO 34, SHIVARAJ MAIN STREET, PUZHAL, CHENNAI – 600066, PH- 073587 02111 (Ensure your Order ID is clearly mentioned on the return package.)

8. Return Shipping Responsibility

For all other reasons (e.g., ordering error, change of mind), the customer is responsible for return shipping. In case the customer is unable to send the shipment, the company will process the pick up and after verification, the refund will be issued after deducting the shipping charges.

9. Refund Processing

  • Refunds will be initiated within 3–7 working days after returned items are received and verified.
  • Refunds will be processed through the same mode as the payment made by the customer.
  • Videographic proof is mandatory for refunds to be processed.

10. Cancellations

  • Orders can be cancelled within 24 hours, provided they have not been dispatched.
  • Customized or made-to-order products cannot be cancelled once processing has begun.
  • If the cancellation is accepted, a full refund will be issued for prepaid orders.

11. Product Condition for Returns

  • All products must be returned in new, unused, and unopened condition.
  • With original tags, packaging and invoice.

12. Customer Support

  • 📧 Email: support@ongomart.com
  • 📞 Phone: +91 9840083397