Exchanges and Returns

At SegmentMart, we are dedicated to providing a hassle-free exchange and return process for our customers. This policy complies with Austrian consumer protection laws, specifically the Distance Selling Act (Fernabsatzgesetz), ensuring customer satisfaction with their purchases.

1. Right of Withdrawal (Widerrufsrecht)
   Under Austrian law, customers have the right to withdraw from a purchase within 14 days of receiving the product without providing any reason. This right applies to most products, with some exceptions (e.g., personalized items or sealed products that have been opened).

2. Conditions for Returns and Exchanges
   To be eligible for a return or exchange:

• The product must be unused, unworn, and in its original packaging.
• The product must be returned within 14 days from the date of receipt.
• The customer is responsible for the return shipping costs unless the product is defective or incorrect.

3. Process for Returns
   To initiate a return:

• Contact Us: Send an email to support@segmentmart.com  with your order number, the reason for the return, and whether you prefer a refund or exchange.
• Return Instructions: After reviewing your request, we will send you instructions on how to return the product.
• Return Shipment: Ship the item back to the provided return address. You will be responsible for the shipping costs unless the return is due to an error on our part.
• Inspection: Once we receive the returned item, we will inspect it to ensure it meets the return conditions. This process typically takes 5 business days.

4. Process for Exchanges
   If you wish to exchange an item for a different size or color:

• Contact Us: Send an email to support@segmentmart.com  with your order number and details of the item you'd like to exchange.
• Return Instructions: We will send you return instructions and provide details of the item you wish to receive in exchange.
• Return the Original Item: Follow the same return process as outlined above.
• Shipping the Exchange: We will ship the replacement item to you once the returned item has been received and inspected. Please note that exchange shipping may be subject to additional shipping costs.

5. Refund Process
   Once your return is processed and approved:

• Refund Method: The refund will be issued to the original payment method.
• Processing Time: Refunds may take 5-10 business days to reflect in your account, depending on the payment method used.
  If your payment method does not support refunds, we will discuss an alternative method.

6. Non-returnable Items
   Some items cannot be returned or exchanged, including:

• Personalized or custom-made products.
• Sealed items that have been opened (e.g., hygiene products or intimate apparel).

7. Damaged or Defective Products
   If you receive a damaged or defective item:

• Contact Us Immediately: Email support@segmentmart.com  within 7 days of receiving the damaged product.
• Return or Exchange: We will offer a return or exchange for the defective item at no additional cost to you.
• Inspection: We may require you to send us a photo of the damage to assess the issue before we process the return or exchange.

8. Contact Information
   For any questions regarding exchanges or returns, please contact us:

• Company Name: SegmentMart
• Address: 20 Wenlock Road London, England
• Email: support@segmentmart.com 
• Phone: +44 7488 892062
• Opening Hours: Monday - Friday, 08:00 - 18:00

We strive to respond to your email within 24 hours.