Habitat Mart is committed to a shopping experience that is convenient, transparent, and trustworthy. The policy below sets out the cases in which a product may be returned, the conditions that apply, and the process for handling a request.
Customers are encouraged to read this policy carefully before placing an order and before submitting a return request.
To protect customers' interests and help Habitat Mart accurately verify the condition of an order, customers should record a continuous unboxing video while opening and inspecting the package as soon as it is received.
The video should clearly show:
An unboxing video may serve as important evidence when verifying cases of incorrect items, missing items, damaged products, or other abnormalities found upon receipt.
If a customer does not have an unboxing video, Habitat Mart can still accept and review the request based on photos, order information, and other evidence provided. However, the absence of a video may affect Habitat Mart's ability to verify the claim and the outcome of the request.
Habitat Mart may accept and process return requests in the following cases:
Defective product
The product has a technical defect, manufacturing defect, or abnormal condition determined to have existed before the customer used it.
Incorrect item shipped
The product received does not match what the customer ordered, including the wrong model, version, size, color, or type, where the order information clearly reflects the customer's selection.
Missing product or accessories
The order is missing a product, accessory, component, or item confirmed to have been included in the order.
Product damaged during shipping
The product is broken, dented, deformed, torn, cracked, or otherwise shows signs of damage caused during shipping.
Special cases
Certain other cases may be reviewed individually by Habitat Mart based on the actual condition of the product, the evidence provided by the customer, and the specific circumstances of the order.
Habitat Mart does not accept returns in the following cases, unless otherwise required by law:
Certain product categories may not be eligible for return due to hygiene, safety, or storage requirements, including but not limited to:
To receive timely support, customers must submit a request within the following period from the date the order is confirmed as successfully delivered:
The deadline is calculated based on delivery information recorded in the system or the delivery confirmation provided by the shipping carrier.
Requests submitted after this deadline may not be accepted, or may only be considered in special circumstances.
Step 1: Check eligibility
The customer inspects the product and determines whether it qualifies under the cases eligible for return.
Step 2: Submit a request
The customer contacts Habitat Mart through official support channels and provides:
Step 3: Habitat Mart verification
Once all necessary information has been received, Habitat Mart will review the request and may contact the customer if additional information or evidence is needed.
The expected response time is 1–3 business days from the time all necessary information is received.
Step 4: Return or refund processing
If the request is approved, Habitat Mart will guide the customer through the next steps, including how to send the product back, the receiving address, and the applicable resolution.
Customers should not send the product back to Habitat Mart before receiving confirmation or instructions from our support team.
When sending the product back, customers should:
Sending the product back does not mean the return request has been approved.
Where the issue is Habitat Mart's or the supplier's responsibility
If the product is confirmed to be defective, incorrectly shipped, missing, or damaged during shipping due to the responsibility of Habitat Mart or the supplier, Habitat Mart may cover the return shipping cost according to the instructed method.
Other cases
For cases not resulting from an error by Habitat Mart, the shipping cost and any related expenses for returning the product may be borne by the customer.
Whether return shipping costs are covered or reimbursed depends on the outcome of the verification and the resolution confirmed by Habitat Mart.
Once a refund request is approved, Habitat Mart may issue the refund through one of the following methods, as applicable:
For refunds to the original payment method, processing time is expected to take 3–5 business days after the request is approved.
The time for funds to actually appear in the customer's account may be longer, depending on the bank, payment institution, or payment service provider involved.
After receiving a returned product, Habitat Mart may carry out an inspection before making a final decision.
The inspection process may include checking:
Habitat Mart receiving a returned product does not automatically mean the return or refund request has been approved.
If the product does not meet the conditions of this policy, Habitat Mart may deny the request or apply a resolution appropriate to the specific case.
Once the inspection process is complete, Habitat Mart will notify the customer of the outcome using the contact information provided when the order was placed, or another registered contact channel.
The notification may include:
If a refund cannot be issued to the original payment method because the account has been closed, the payment method is no longer active or supported, or there are restrictions from the bank or payment provider, Habitat Mart may contact the customer to agree on an appropriate alternative resolution.
Customers must provide the necessary information so that Habitat Mart can complete the process.
Habitat Mart reserves the right to update or adjust this Return & Refund Policy as necessary to reflect changes in business operations, products, operating procedures, or applicable law.
The latest version of this policy will be published on the Habitat Mart website.
For orders placed before a policy update, handling will be based on the time of the transaction, the conditions applicable to that order, and relevant legal requirements.
This policy is intended to set out Habitat Mart's process for handling returns and refunds. Nothing in this policy is intended to exclude or limit any consumer rights or business obligations that applicable law does not permit to be excluded or limited.