Cancellation & Refund Policy

Cancellation Prior to Shipment

If you cancel your order(s) before it ships from our warehouse, you will not be charged any additional fees. We require a cancellation request to be submitted by emailing us at raj@dmarttravels.com.

Once the cancellation request is received, a full refund will be initiated. We advise submitting a cancellation request within 12 hours of your order submission in order for the cancellation to take effect prior to goods shipment.

Return Policy

The following policies apply to return requests after shipment or receipt of goods:

1. All goods sold are non-refundable except (i) Failed Delivery, (ii) Wrong Delivery, and (iii) Damaged goods during delivery.
2. Only items purchased directly from the D’Mart Travel & Tours Online Store are eligible for a return.
3. Any D’Mart Travel & Tours product purchased through other retailers is not eligible under this policy and must follow the respective retailer’s returns and refunds policy.

Eligible return conditions

Goods are eligible for a return if the following apply:

Return requirements

Returned items must meet the following requirements:

• The item must be shipped back to us within 7 working days upon receipt (as proved by the postal or courier receipt).
• You have proof of purchase (order invoice number and receipt).
• The item must be in new condition and returned in its original packaging, together with any free gifts received with it. All packaging must be unused, unmarked, and not defaced in any manner.
• The item must be returned in the original box (or with suitable packaging) to protect the product from damage during return delivery.

Additional terms

1. Change of order and cancellation of order will not be permitted once payment has been confirmed. Any cancellations due to a change of mind will not be accepted.
2. We reserve the right to reject any cancellation or refund that is deemed unfit or unreasonable.

Refund Policy

Your full refund will be issued once we have received and examined the returned goods at our return centre. Once the returned goods fulfil our return policy, the full refund will be initiated. The method of refund depends on your original payment method:

1. Online bank transfer — full refunds will be credited into your bank account via online bank transfer, which should be posted within 3–5 working days.
2. Credit card — refunds will be sent to the card-issuing bank. Kindly contact your card-issuing bank regarding the duration of the credit refund.

Cancellation & Refund Policy on Service

Note: This section applies to travel and destination management services booked with D’Mart Travel & Tours (such as tours, transfers, hotel arrangements, and related bookings).

Cancellation period

Customers may cancel their service booking within 24 hours of making the reservation without penalty.

Cancellation fees

If cancellation occurs more than 24 hours after booking, a cancellation fee of 20% of the total service cost will be charged.

Refund eligibility

Refunds will be issued for cancellations made within the allowable cancellation period (24 hours from booking). Refunds will be processed within 5–7 business days and will be credited back to the original method of payment.

Non-refundable services

All ticket purchases / booking purchases are strictly non-refundable and non-deferrable.

Process for cancellation

To cancel a service booking, customers must contact our customer service department at raj@dmarttravels.com or +60 166496890.

Changes to reservations

Changes to reservation dates or times may be accommodated depending on availability and must be requested at least 48 hours before the scheduled service time. Additional charges may apply for changes made outside of this timeframe.