At Martin Melbourne, we pride ourselves on the quality of our products and customer satisfaction. We understand that sometimes a product may not meet your expectations. In these cases, we offer a hassle-free return and refund policy to ensure your shopping experience with us is always enjoyable.
Please read the following terms and conditions carefully:
1. Return and Refund Times:
Customers have 30 days from the date of delivery to request a return. Requests submitted after this period are not eligible for a refund or exchange.
If the return request is submitted within the 30-day period, the customer must handle the return promptly and correctly. If the customer is negligent in submitting the return, such as failing to submit the return within a reasonable time after the request is approved, the customer may be disqualified from a refund or exchange.
2. Refund Eligibility
To be eligible for a return or refund, products must be:
- Unused and in the same condition in which they were received;
- Be in the original packaging with all labels, tags, and seals intact;
- Accompanied by the original order receipt or proof of purchase;
Opened or used products cannot be refunded. Products purchased as part of promotions such as "volume discount" or "2+1 free" cannot be returned separately!
3. Refund Request
To initiate a return or refund, please contact our customer service at info@martin-melbourne.com providing the following details:
- Name and surname
- Order number
- Date of purchase
- Reason for return
- Photo of the product (if damaged or defective)
Our team will review your request and respond with further information within 48 hours.
Return shipping* is the responsibility of the customer.
*Since we do not have our own inventory, returns must be sent to our manufacturer (often in Asia). The return address may vary for each item.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item, as well as the approval or rejection status of your refund. If your refund is approved, it will be processed within a maximum of 5 business days and the amount will be automatically refunded to the original payment method.
Late or missing refunds:
Financial institutions often take some time to process refunds (usually between 2 and 3 days). If you have not received your refund after this time, please email info@martin-melbourne.com so we can investigate further.
Responsibility for returns
When returning an item, the customer is responsible for shipping. We can only issue a refund after we receive the returned item. To be eligible for a refund, the customer must provide a valid tracking number proving that the return has been delivered. If the return does not arrive for any reason, the customer is responsible and we cannot guarantee a refund.