Tmart Refund Policy

Last Updated: 10/08/2026

Tmart aims to provide a reliable and convenient shopping and delivery experience. Refund eligibility depends on the circumstances of the order, the merchant's preparation status, and the nature of the issue.

1. Eligibility for a Refund

Customers may be eligible for a full or partial refund in situations including:

• The order was cancelled by the merchant.

• Items were missing from the order.

• Incorrect items were delivered.

• The order arrived damaged.

• The order was not delivered.

• Significant issues occurred with the order.

• Payment was successfully charged but the order could not be fulfilled.

Refunds are assessed based on the specific circumstances of each order.

2. Missing or Incorrect Items

If your order contains missing or incorrect items, please contact Tmart Support as soon as possible after receiving the order.

Please provide:

• Order number

• Description of the issue

• Relevant photos, where applicable

• Any other information requested by our support team

After reviewing the issue, Tmart may provide a partial refund, full refund, replacement, or another appropriate resolution.

3. Damaged Products

If an item arrives damaged, customers should report the issue promptly and provide photographs or other relevant evidence when requested.

Tmart may review the claim with the merchant and/or delivery partner before determining the appropriate resolution.

4. Undelivered Orders

If an order was successfully paid for but was not delivered due to an issue attributable to the merchant or delivery service, the customer may be eligible for a refund.

However, refunds may not be available where delivery failed because of incorrect customer information, customer unavailability, refusal to accept the order, or other circumstances attributable to the customer.

5. Cancellation Refunds

Refunds for cancelled orders are handled according to the Tmart Cancellation Policy.

If an order is cancelled before the merchant begins preparation, the customer may generally be eligible for a full refund.

If preparation or delivery has already started, the customer may receive a partial refund or no refund, depending on the circumstances.

6. Refund Processing

Once a refund has been approved, it will generally be returned to the original payment method.

The time required for the refund to appear in the customer's account depends on the payment provider or financial institution. Tmart does not control the processing time of external banks or payment providers.

7. Promotional Offers and Credits

Orders placed using promotional codes, vouchers, discounts, or Tmart credits may be subject to additional terms. The refundable amount may not include the value of promotional benefits that were applied to the order.

8. Non-Refundable Situations

A refund may not be provided where:

• The customer provided an incorrect delivery address.

• The customer was unavailable to receive the order.

• The customer refused delivery without a valid reason.

• The customer changed their mind after the order was prepared.

• The issue resulted from improper storage or handling after delivery.

• The customer fails to report an issue within a reasonable period.

This does not limit any rights the customer may have under applicable Australian consumer law.

9. How to Request a Refund

Customers can contact Tmart Support regarding refund requests by providing their order number and details of the issue.

Email: one5support@gmail.com

Our support team may request additional information or evidence to review the claim.

10. Contact Tmart

For questions regarding refunds, cancellations, missing items, damaged products, or other order issues, please contact:

Tmart Support
Email: one5support@gmail.com

Tmart
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