Return Policy

Return & Exchange Policy

At SABMART, we want every customer to receive their order in proper condition and exactly as described on our website. Please carefully read the following Return & Exchange Policy before placing your order.

1. Same-Day Return & Claim Request

All requests regarding returns, exchanges, damaged products, defective products, wrong products, or missing items must be reported on the same day the parcel is delivered.

Any claim submitted after the delivery day may not be accepted.

Therefore, we strongly recommend that customers open and check their parcel immediately after receiving it.

2. Unboxing Video Is Mandatory

For your protection and to help us verify any issue with your order, customers are required to record a continuous and clear video while opening the parcel.

The video should:

Start before opening the parcel.
Clearly show the sealed parcel and shipping label.
Continue throughout the opening of the parcel.
Show the product and its packaging after opening.
Show all accessories, parts, and items received.
Clearly show any damage, missing item, or other issue.
Be continuous and not edited or cut during the unboxing process.

An unboxing video may be required to process claims involving damaged products, missing items, wrong products, or other issues that require verification.

3. Battery-Operated Products

For applicable battery-operated toys, batteries are provided as a free gift with the product.

Customers are requested to check and test the product immediately after opening the parcel.

Please:

Record the parcel opening continuously.
Remove the product from the packaging.
Check all parts and accessories.
Insert the free batteries provided with the product.
Test the product and its functions immediately.
Clearly record the testing and any issue in the video.
Report any problem to us on the same day of delivery.

Important

Please do not wait several days before testing a battery-operated product.

The product should be checked immediately after opening the parcel using the batteries provided as a free gift.

If the product does not work, please show the issue clearly in the opening/testing video and contact us on the same day.

Batteries are provided free of charge for testing purposes. Battery depletion after use or normal battery performance is not considered a product defect.

4. Damaged Products

If your parcel or product arrives damaged, please:

Record the damage clearly in the unboxing video.
Keep the original product packaging.
Do not throw away the box, wrapping, or other packaging materials.
Contact us on the same day of delivery.
Provide the unboxing video and photographs/videos of the damage when requested.

The claim will be reviewed based on the product condition, packaging, and evidence provided.

5. Wrong or Missing Product

If you receive a product different from the one you ordered, or an item/accessory is missing:

Record the parcel opening continuously.
Show the contents of the parcel clearly.
Keep all packaging and received items.
Contact us on the same day of delivery.
Provide the unboxing video and relevant photographs/videos.

After verification, we may arrange an exchange or another appropriate resolution.

6. Defective or Non-Working Product

If a product appears to be defective or does not work:

Check the product immediately after opening.
For battery-operated products, use the free batteries provided with the product to test it.
Record the testing and issue clearly.
Contact us on the same day of delivery.
Keep the product, accessories, and original packaging.

Our team will review the issue and the evidence provided before approving a return or exchange.

7. Change of Mind / Unwanted Products

Returns due to a change of mind, personal preference, ordering the wrong product, or no longer wanting the product are subject to our approval and applicable return conditions.

Where a return is approved, the product should generally be:

Unused.
Undamaged.
Complete with all parts and accessories.
In its original packaging.
In resalable condition.

8. Returns That May Not Be Accepted

A return or exchange may not be accepted if:

The issue is reported after the required same-day period.
The product has been used improperly or damaged by the customer.
The product has been modified, repaired, or altered by the customer.
Parts or accessories are missing.
Original packaging has been discarded where it is required for verification or return.
The product shows signs of misuse or accidental damage.
A required unboxing video is not available where the claim depends on verification of the opening condition.
The issue is caused by normal wear and tear or improper use.
A free-gift battery has simply been depleted after use.

9. Return Approval

All return and exchange requests are subject to verification.

Submitting an unboxing video or claim does not automatically guarantee approval of a return or exchange.

Our team will review the product, issue, photographs/videos, unboxing evidence, and other relevant information before making a decision in accordance with this policy and applicable law.

10. How to Report a Return or Claim

Please contact SABMART on the same day your parcel is delivered if you experience any issue.

Please provide:

Order number
Customer name
Contact number
Description of the issue
Clear photographs/videos
Complete unboxing video, where applicable

Please keep the product, accessories, free gifts, and original packaging safely until your claim has been reviewed.

Important Customer Reminder

Please record a continuous video while opening your parcel. Check your product immediately after opening. For battery-operated toys, insert the free batteries provided with the product and test the toy at the time of opening. Any damage, missing item, wrong product, or functional issue must be reported on the same day of delivery.

Thank you for shopping with SABMART.