Return & Refund Policy

Effective Date: March 31, 2020

OEX Trade Point Returns & Refunds

Purchase with Confidence. Ship with Confidence. Insurance with Confidence.

Each vendor must comply with OEX Trade Point and OEXMarkets.com Return and Claims Policy once they register. Once the customer sends the vendor a return request for products, OEX Trade Point will inform the Seller/Vendor about the customer return request.

We at OEX Markets and its vendors work very hard to deliver the best products and shopping experience to you. However, sometimes because of the unforeseen circumstances in operation and production, a few exceptional cases do happen. If for any reason you do not feel satisfied with the products delivered to you then please raise a query with the vendor on your user dashboard or directly on the vendor’s page.

The vendors usually will try their best to replace the product to your satisfaction and if that is not possible because of some operational constraint then, they might provide a refund as Store Credit. In all such circumstances, before using the product and discarding packaging, please get in touch with our Customer Service Team who will guide you on the process for the same.

To make things fair for buyers and sellers we provide you with the benefits of the Return Policy, we adhere to below mention points.

All items to be returned must be unused and in their original condition. The original tags, packaging should be intact. We do not accept returns on fresh and process foods.

In case we are unable to arrange a reverse pickup or shipping for you, we’ll inform you and request you to return the item via any other courier. We will refund the full courier amount.

We would not be able to accept a product if it shows signs of being broken or tampered by you. We expect that while returning the product you will pack the product very safely and securely. We won’t be able to entertain any damage/lost in Transit (For example: – If a complaint was raised for Wrong Product Delivery and the sent item got damaged in the transit then we will not be responsible for the damage and eventually may not be in a position of replacement for the original one as well)

Please Note: We may not be able to exchange products bought during sale or discount. Replacement/exchange is subject to product/ stock availability.

The vendor can handle the refund for the products through OEX Markets Dashboard and create a record for the same in the OEX Markets Vendor Refund Records for future references. The vendor can process multiple refund requests for the same order, but only one refund request can be processed each time.

How it Works

Step 1: Customer – Vendor Negotiation

The customer can start negotiation for refund from the OEX Care & Support or product inquiry, order note or directly contact the vendor via other means (email. phone etc.).

The customer must provide the order number. If the order has multiple items and the customer only needs one product or one type of product refunded, customer must include those details.

Step 2: Sending a Request to OEX Admin

After the vendor agrees with the customer that customer is eligible, the vendor will create a refund request from the seller dashboard against the order.

Flash Sale-as-Is-Basis

We do not refund if the product has been purchased on discount Flash Sale-as-Is-Basis.

So, if you are buying any product on discount or when an offer campaign is going on, please make sure you are agreeing with the policy of not getting any refund for that purchase. In such case, the decision of the Sales & Support team is final.

A couple of points you should consider

We will process your refund as soon as we’re able to. In some cases, we might ask you for the opportunity to resolve the issue for you.

We may refuse to refund clients who act in bad faith or misuse or abuse the services of OEX Markets and OEX Trade Point.

Refunds may only be issued within 14 days of the purchase date or after proper investigation.

After 14 days or other refund policy set by individual vendors, no refunds will be processed.

Refunds do not apply to discounted products or Vendor Flash Sale Conditions agreed on by the end buyer.

OEX Market Vendors will accept returns provided that the customer has a receipt as proof of purchase and that certain other conditions, which depend on the Vendor’s policies, are met.

Processed Foods, Fresh Produce, Meats, Seafood and Dairy Products and other Edible Products are not returnable but may be refunded or if insured a claim can me made once all trade insurable conditions are met.

Seller Return Policy

When you order from a OEX Markets Vendor that fulfils and ships their own inventory (also called a third party seller), your return is sent back to the seller instead of OEX Markets. While most Vendors offer a returns policy similar to OEX Markets, some vendor returns or refund policies may vary. You can view the policy of the vendor before you purchase products by viewing the Returns and Refunds Policy section of the vendor product or profile page.

Third-party sellers/vendors must either provide a return address, provide a prepaid return label, or offer a full refund without requesting the item be returned. If a vendor does not offer these methods to return your items, you may seek help with from OEX Global Point or OEX Care Support.

Product Replacement

OEX Markets vendors offer an easy replacement for all products sold on www.oexmarakets.com under certain conditions only;

Customers will notify OEX Markets vendor of any damage or receipt of a wrong product within 72 hours from the date of receipt of the products.

In case of transit damages, the issue has to be reported within 24 hours of receipt of product(s).

We may ask you to share the images of the product and the internal & external packaging material in order to fulfil the commitment.

Once the vendor agrees to replace, the defective/damaged product will be replaced with a brand new product at no extra cost.

In case the customer fails to inform OEX Markets vendor within the stipulated time frame, OEX Markets reserves the right to accept or reject such a request at its discretion.

The replacement guarantee is valid only in cases of manufacturing defects and transport damages. Damages due to normal wear & tear and negligence on part of the customer are not returnable at all.

Cancellation by Customer

You as a customer can cancel your order anytime up to the cut-off time of the slot for which you have placed an order by calling our customer service. In such a case we will refund any payments already made by you for the order as a Store Credit, which can be used on future purchases. If we suspect any fraudulent transaction by any customer or any transaction which defies the terms & conditions of using the website, we at our sole discretion could cancel such orders. We will maintain a negative list of all fraudulent transactions and customers and would deny access to them or cancel any orders placed by them.

All payments by credit card, debit card and other payment methods on the OEX Markets platform will be governed by respective charge back policies.

Acceptance of this Policy

When you are placing an order for any products sold on OEX Markets, you indicate that you have read this refund policy properly. This also proves that you agree with and fully accept the terms of this refund policy. We ask you not to place an order with us if you do not agree with the terms and conditions.

If any of the above criteria is met, then you are eligible for a refund.

Contacting Us

Any questions about this Return & Refund Policy  should be addressed to returnrefundpolicy@oexamarkets.com or to our mailing address:

OEX Markets c/o OEX Holdings Limited
Attn: Return & Refund Team
232 Spanish Town Road
KINGSTON 11, Jamaica W.I.

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