Refund policy

Right of Withdrawal

Consumer Right of Withdrawal

A consumer is defined as an individual acting for purposes outside their commercial or independent professional activities.

We accept order cancellations before the product has been shipped or manufactured. If the order is canceled within this timeframe, you will receive a full refund. Orders cannot be canceled once the product has been shipped.

Emails are considered received during our customer service hours. If an email is sent outside these hours and the order is processed and dispatched, we cannot make changes. Our customer service hours are Monday to Friday, 9:00 AM to 5:00 PM.

Returns

We accept product returns. Customers have the right to request a return within 15 days of product delivery.

To be eligible for a return, the product must be unused and in the same condition as received, including its original packaging. A receipt or proof of purchase is required. Please contact our customer service to ensure the package is sent to the correct address.

Exceptions / Non-returnable Items

Certain items cannot be returned, such as perishable goods (e.g., food, flowers, or plants), customized products (e.g., special orders or personal items), and personal care products (e.g., beauty products). We do not accept returns of hazardous materials, flammable liquids, or gases. Contact us with any questions or concerns about specific products.

Items in the underwear, shorts, and socks category are not subject to the 15-day return policy. Please ensure you select the correct size before ordering.

If the return is due to customer error, the customer is responsible for shipping costs. The fee will depend on the chosen courier service.

If the product is damaged or defective due to our fault, the customer will not be responsible for shipping costs.

When returning goods, ensure they are sent with a tracking number to provide proof of shipment and receipt.

Customers should not incur a return fee when returning a product.

Important

Returns without customer service confirmation and not following the return policy instructions will not be accepted.

Return Processing

Once we receive and inspect your return, we will send you an email confirmation. We will also notify you of the acceptance or rejection of your return. If accepted, a refund will be processed, and a credit will be applied to your credit card or original payment method within a certain period.

Late or Missing Refunds

If you have not received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank, as there may be processing time before a refund is posted. If you have done all of this and still have not received your refund, please contact us at support@martalvo.com.

Contact our customer service at support@martalvo.com to obtain the return address.

No Pickup Policy

If the product is at the pickup station, but the customer cannot pick it up and it is sent back to Yun Express's warehouse abroad, there are two options:

1. If the customer still wants the product, they must pay the fees for sending it back from the foreign warehouse to their address. Fees: $8.
2. If the customer no longer wants the product and requests a refund, we will refund the product price, deducting a resale fee for sending it back to the warehouse. The fee structure is as follows:

   - For order values less than $25, the fee is $10.
   - For order values more than $25, the fee is $15.
   - For order values over $50, the fee is 30% of the order value.