Refund Policy

1. Introduction

Sial Mart (“we,” “us,” or “our”) is committed to customer satisfaction. This Refund Policy explains the terms, conditions, and limitations under which refunds, returns, or exchanges may be granted. Please note that some products sold on our website are strictly non-refundable. We encourage customers to read this policy carefully before making a purchase.

2. General Refund Principles

We strive to deliver high-quality products and services. Refunds may be issued only in accordance with the following principles:

  • Refund requests must be submitted within the applicable timeframe

  • Products must be unused, unopened, and in original condition unless otherwise stated

  • Services must not have been fully or substantially utilized

  • Some products are non-refundable due to their nature, hygiene, customization, or legal limitations

  • Digital products may have separate refund conditions

  • Approved refunds are issued using the original payment method only

3. Refund Eligibility Timeframes

  • Physical Products: Within 30 days of delivery

  • Digital Products: Within 7 days of purchase (if eligible)

  • Services: Within 14 days of service commencement

4. Non-Refundable Products and Items

The following products and items are not eligible for refunds under any circumstances, unless required by law:

  • Customised or personalised products

  • Selected products clearly marked as “Non-Refundable” or “Final Sale” on the product page

  • Digital products that have been downloaded, accessed, or activated

  • Subscriptions purchased on our website

  • Services that have been fully or substantially rendered

  • Gift cards, vouchers, or store credits

  • Products damaged due to customer misuse, mishandling, or negligence

  • Hygiene-sensitive items (where applicable)

  • Shipping, handling, and processing charges (unless due to our error)

5. Refund Request Process

To request a refund (where eligible):

  1. Contact our customer support within the applicable timeframe

  2. Provide your order number and purchase details

  3. Clearly state the reason for the refund request

  4. Submit any required documentation, photos, or evidence

  5. Wait for review and approval

  6. Follow return instructions if approved

6. Return Conditions for Physical Products

Eligible physical products must:

  • Be unused and in original packaging

  • Have all tags, labels, accessories, and free items included

  • Show no signs of wear, damage, or alteration

  • Include original proof of purchase

7. Digital Products Refund Conditions

For digital products and software:

  • Refunds may be considered only if the product is defective or not as described

  • Technical compatibility issues may qualify if verified

  • Once accessed or downloaded, digital products are non-refundable

  • Subscription refunds follow subscription-specific terms

8. Service Cancellations and Refunds

  • Full refunds may be issued if cancelled before service commencement

  • Partial refunds may apply for partially completed services

  • No refunds for services substantially or fully completed

  • Setup fees and one-time charges may be non-refundable

9. Refund Processing Time

  • Refund approval notification will be provided

  • Approved refunds are processed within 15–30 business days

  • Processing times depend on the payment provider

    • Credit/Debit Cards: 5–10 business day

10. Late or Missing Refunds

If your refund is delayed:

  • Recheck your bank or card statement

  • Contact your payment provider or bank

  • Allow additional processing time

  • Contact us if the issue persists

11. Exchanges

Exchanges may be offered (subject to availability) for:

  • Defective or damaged items

  • Incorrect items shipped

  • Size, color, or model issues (where applicable)

12. Return Shipping Costs

  • Customers bear return shipping costs unless the return is due to our error

  • Original shipping fees are non-refundable

  • Prepaid return labels may be provided for defective or incorrect items

  • International returns may incur additional costs

13. Refund Denials

We reserve the right to deny refunds for:

  • Requests outside the allowed timeframe

  • Items not meeting return conditions

  • Missing parts, accessories, or packaging

  • Non-refundable or final sale products

  • Downloaded digital items

  • Fully rendered services

  • Suspected misuse or fraudulent activity

  • Repeated refund abuse

14. Special Circumstances

14.1 Defective Products

  • Report defects immediately with photo/video proof

  • We may offer repair, replacement, or refund

  • Replacement shipping costs are covered by us

14.2 Incorrect Items

  • Report within 7 days of delivery

  • Provide clear photos

  • Return shipping will be arranged by us

  • Correct item will be dispatched promptly

15. Cancellation Policy

  • Orders may be cancelled within 24 hours of placement

  • Once processed or shipped, standard refund terms apply

  • Custom orders may have separate cancellation rules

  • Services can be cancelled prior to commencement

16. Dispute Resolution

If you disagree with a refund decision:

  • Contact us with additional supporting information

  • We will review the case fairly

  • Third-party mediation may be considered

  • Legal action is a last resort

17. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes become effective upon posting. Continued use of our services implies acceptance of the updated policy.

18. Contact Information

Email: contact@sialmart.com
Website: www.sialmart.com
Business Type: Online

Please include the following in all refund requests:

  • Order number

  • Purchase date

  • Product or service details

  • Reason for refund

  • Supporting documents or images