Refund policy
Last Updated: July 2026
At MTR Traders, customer satisfaction is our top priority. We strive to provide quality products and a smooth shopping experience. If, however, you are not completely satisfied with your purchase, this Return & Refund Policy explains the conditions under which returns, replacements, and refunds may be requested.
By placing an order on our website, you acknowledge and agree to the terms outlined below.
Eligibility for Returns
Customers may request a return or replacement if they receive:
- A damaged product.
- A defective or faulty product.
- An incorrect item different from what was ordered.
- An item with missing parts or accessories (if applicable).
To be eligible for a return, the request must be submitted within 7 days of receiving your order.
The returned item must:
- Be unused and in its original condition.
- Include all original packaging, tags, manuals, and accessories (where applicable).
- Be accompanied by proof of purchase or the order confirmation.
Failure to meet these conditions may result in the return request being declined.
Non Returnable Items
For hygiene, safety, and operational reasons, certain products cannot be returned or exchanged.
These may include:
- Products that have been used, washed, or altered.
- Items damaged due to misuse or improper handling.
- Products without original packaging or tags.
- Clearance, sale, or promotional items marked as non-returnable.
- Personalized or custom-made products.
- Digital products or downloadable content (if offered).
Please review product descriptions carefully before placing your order.
Damaged, Defective, or Incorrect Products
If your order arrives damaged, defective, or incorrect, please contact our customer support within 48 hours of delivery.
To help us investigate your claim, please provide:
- Your order number.
- Clear photographs of the product.
- Photos of the packaging.
- A brief description of the issue.
Once reviewed, we will determine whether the item qualifies for a replacement or refund.
Return Process
To initiate a return request:
- Contact our customer support team with your order details.
- Wait for return authorization before sending any item back.
- Carefully package the product to prevent damage during transit.
- Ship the item to the return address provided by our support team.
Please do not return any item without prior approval, as unauthorized returns may not be accepted.
Refund Process
Once your returned item is received and inspected, we will notify you of the outcome.
If your return is approved, your refund will be processed using the original payment method whenever possible.
Depending on your payment provider or bank, refunds may take 5–10 business days to appear in your account after approval.
If your order was placed using Cash on Delivery (COD), our customer support team will coordinate an appropriate refund method.
Exchange Policy
If you receive a damaged, defective, or incorrect product, we may offer a replacement instead of a refund, depending on product availability.
Replacement orders are processed after the original item has been inspected and approved.
If the requested item is no longer available, a refund or an alternative solution may be offered.
Order Cancellation
Orders may be cancelled only before they have been processed or dispatched for shipment.
Once an order has entered the shipping process, cancellation requests may no longer be accepted.
If you need to cancel an order, please contact us as soon as possible after placing it.
Shipping Costs for Returns
If the return is due to:
- A damaged product,
- A defective item,
- An incorrect shipment,
MTR Traders will bear the reasonable return shipping costs where applicable.
If the return is requested for any reason other than an error on our part, the customer may be responsible for the return shipping charges.
Refused Deliveries
If a customer refuses to accept a confirmed order without a valid reason, or repeatedly places orders that are not accepted upon delivery, MTR Traders reserves the right to restrict or refuse future Cash on Delivery (COD) orders from that customer.
Limitation of Liability
Our responsibility is limited to the purchase price of the product. We are not liable for indirect, incidental, or consequential damages resulting from the use or inability to use our products, except where required by applicable law.
Changes to This Policy
We reserve the right to update or modify this Return & Refund Policy at any time without prior notice. Any changes will be posted on this page along with the revised Last Updated date.
Customers are encouraged to review this policy periodically before making a purchase.
Contact Us
If you have any questions regarding returns, exchanges, refunds, or order-related concerns, please contact our customer support team through the contact information available on our website.
Our team is committed to resolving genuine concerns promptly and fairly. At MTR Traders, we value your trust and continuously strive to provide a reliable, transparent, and customer-focused shopping experience.