RETURN POLICY

There’s a brief moment before your order ships where you can cancel for a full refund, no questions asked. The window closes as soon as the item has shipped or gone into production, so if you’re having second thoughts, act quickly.

A Quick Window to Cancel

Securing a full refund is straightforward if you reach out before the order leaves our hands or enters the production queue. Once either of those milestones is passed, the order is considered final and can no longer be cancelled.

When It's Just a Change of Heart

A 14-day period from the delivery date is available to initiate a return for any item that isn’t quite right for you. To be eligible, the product must remain unused, be in the same condition you received it, and sit in its original packaging. Keeping your receipt or proof of purchase accessible will also help us process everything smoothly.

Since this is a matter of preference, arranging and covering the return shipping is your responsibility. The cost will vary based on the carrier you choose. We don’t believe in restocking fees, so you won’t see any extra charges from us.

If We Sent the Wrong or Damaged Item

Mistakes happen, and when they do, we’ll make it right. Should your order arrive damaged or not match what you purchased, we’ll cover the cost of sending it back. You won’t be out of pocket for return shipping in these cases.

A Note on Custom Orders

Custom-made or personalised items are the one category that falls outside our return and refund policy. Because these pieces are crafted specifically for you, they cannot be sent back or refunded.

The Refund Timeline

Once your returned package reaches us, we’ll inspect it and notify you by email. That message will confirm receipt and let you know if the refund has been approved. An approved refund is then credited back to your original payment method, such as a credit card, within a window of 3 to 20 days.

Troubleshooting a Missing Refund

If the funds haven’t appeared after the processing time has passed, the holdup is often with the financial institution. We recommend starting with your bank account, then contacting your credit card provider. A call to your bank can also help, as they sometimes have their own internal delays. After you’ve exhausted those steps and the money is still missing, reach out to us at cs@martivox.com.

Getting the Return Address

Ready to send something back? Email us at cs@martivox.com for the correct return address and any final details you might need before shipping. Our customer service team will make sure your package is headed to the right place.