Return Policy
Please read our return and refund policy carefully before making a purchase. We are committed to resolving any issues fairly and promptly.
General Return Policy
No Returns or Replacements
Once products are sent out or delivered, we do not accept returns or replacements, except as required by law or under special circumstances that will be evaluated on a case-by-case basis.
Damage and Loss during Transit
Claims for Damaged or Missing Products
If a product is damaged or lost during transit due to a logistics company's error, we will assist you in making a claim with the logistics provider. However, we are not responsible for any loss incurred. We strive to ensure the integrity and safety of your package, but external damages affecting the product's appearance during shipping might occur.
Product Quality Issues
Handling Quality Issues
If you encounter quality issues with a product, we can assist with repair procedures if notified within 7 days of receiving the product. Beyond this period, you should contact the merchant directly for any product repairs.
Refunds or Replacements for Quality Issues
If a product is confirmed to have quality issues, is missing, or delivered incorrectly, a refund or replacement may be necessary. In such cases, you must notify our customer service department within 7 days of delivery, supported by photographic evidence and a detailed description of the issue.
Send your claim to: marketplace@markato.hk — Please include photos and a detailed description of the issue in your email.
Order Cancellation
No Order Modifications
Once payment is confirmed and an order is processed, cancellations or changes to the order cannot be accommodated. We recommend reviewing your cart carefully and finalising your order only when you are certain of the items.
Tip: Please double-check all items in your cart before completing your purchase.
Cancellation by The Green House
If we must cancel an order due to unforeseen circumstances, you will be notified via email. A full refund will be issued within 30 days from the order date without any need for additional compensation.