Refund & Return Policy

Last updated: February 9, 2026

Thank you for shopping at gotomarti.com.

We aim to offer excellent products and a positive shopping experience in Pakistan. Please read this policy carefully before placing your order.

1️⃣ Eligibility for Refunds & Exchanges

You may request a refund or exchange within 7 days of receiving your order if any of the following applies:

✔ The item arrived damaged or defective
✔ You received the wrong product
✔ The item is significantly different from what was described

To be eligible:

• Item must be unused
• Must be in original condition
• Include original packaging where applicable

2️⃣ Cash on Delivery (COD) – Important Rules

For Cash on Delivery orders:

🔹 Customers should inspect the product at delivery before accepting.
🔹 If you refuse delivery without a valid issue (damage, wrong item, defect), this will be considered abuse of return policy.

⚠️ Refusal of delivery without valid defects does NOT qualify for a refund.
Customers with repeated COD refusals may be restricted or blacklisted from future purchases.

3️⃣ Non-Refundable Items

The following are not eligible for refunds:

• Items damaged due to misuse, negligence, or improper care
• Items returned after the 7-day window
• Orders refused at delivery without valid reason
• Clearance or final sale items (if stated on the product page)

4️⃣ How to Request a Refund or Exchange

To request a refund or exchange, contact support with:

• Your order number
• Description of the issue
• Clear photos or videos showing the problem

📧 Email: support@gotomarti.com

Our team will review and respond within 24–48 business hours.

5️⃣ Return Shipping Process

If your request is approved:

✔ We will provide detailed return instructions.
✔ Do not return items without authorization.

Return shipping costs are:

• Paid by the customer if the issue is not due to our error
• Covered by us if the product was defective at receipt or incorrect

6️⃣ Refund Processing

Once the returned item is received and inspected:

✔ Approved refunds will be issued to the original payment method.
✔ Processing time may take 5–10 business days, depending on your bank/payment provider.

For COD refunds:

• Refunds will be processed via bank transfer, digital wallet (like JazzCash/Easypaisa), or other agreed method.

7️⃣ Late or Missing Refunds

If you have not received a refund after approval:

• Check your bank or payment account again
• Contact your payment provider, as processing times vary
• If still unresolved, contact us for support

8️⃣ Order Cancellation

Orders can be cancelled within 12 hours of purchase if not yet processed or shipped.

Once the order has shipped, cancellation is not possible — you must follow the return process.

9️⃣ Fraud & Abuse Protection

To protect our customers and business:

• Orders with repeated COD refusals will be monitored.
• False damage claims may result in account restrictions.

We reserve the right to limit or suspend accounts involved in fraudulent activities.

📞 Contact Us

📧 Email: support@gotomarti.com
📍 Location: Lahore, Punjab, Pakistan

📌 Notes & Best Practices

✅ We recommend customers to inspect items at delivery before confirming COD acceptance.
✅ Providing clear photos/videos speeds up claim approvals.
✅ Including a Return Authorization Number helps track returns.