You may request a return or exchange within 48 hours from the date of receiving your order in the following cases only:

• If the product is damaged or defective upon receipt.
• If the product is completely different from the specifications listed on the product page.
• If the received size or color does not match your order.

• Products that have been used or opened and cannot be resold.
• Personal health items (e.g., electric toothbrushes, razors, skin cleansing devices).
• Medical products or pharmaceuticals (e.g., vitamins, dietary supplements, topical medications).
• Underwear and close-fitting sportswear.
• Beauty and skincare products (e.g., face creams, hair masks, lipsticks).
• Products that come into direct contact with the body or food (e.g., oral care products, nutritional items).
• Earphones or any personal items that cannot be used by multiple people for hygiene reasons.
• Discounted products or special offers, unless defective.
• Products imported via dropshipping or foreign websites, except if the product arrives damaged or significantly different from the description

Products imported via dropshipping:

• Since these products are ordered specifically from abroad based on the customer’s request, they can only be returned or exchanged if they arrive damaged or significantly different from the description

Imported products available locally from the seller:

• Treated as regular products, subject to the return and exchange terms mentioned above

• Customers must contact our customer support via [email/WhatsApp/dedicated form] to submit a return or exchange request.
• Customers should provide the reason for the request and attach photos of the product if it is defective or differs from the order.
• After reviewing and approving the request, arrangements will be made to collect the product or deliver it to the nearest authorized pickup point.
• For approved returns, the refund will be processed using the original payment method within 14 business days after receiving the product and confirming its condition.
• For exchanges, the replacement product will be shipped after receiving the returned product and verifying it meets the requirements.

• If the return or exchange is due to a seller error (wrong/damaged/incorrect product), Markato Online or the seller will cover the full shipping cost.
• If the return or exchange is due to the customer’s personal preference (e.g., change of mind or no longer wanting the product), the customer will bear the full shipping cost.