At Martessi, we are committed to ensuring a smooth and satisfying shopping experience. We offer free returns with zero restocking fees and complimentary return labels for customers in the USA when items are damaged, defective, or incorrect. Below is our detailed return and refund policy:

Eligibility for Free Returns

We provide free returns for the following scenarios:

  • Damaged Items: Items damaged during transit.
  • Defective Items: Products with manufacturing defects.
  • Torn or Wrong Items: Torn items or incorrect products received.
  • Different Items: Products that differ from what was ordered or described.

(Note: Returns are free in the USA for damaged, different, defective, or wrong items. Returns for change of mind or color issues are not covered in Free of Cost.)

Non-Returnable Items: Clearance sale items are non-returnable.

Change of Mind or Color Issue

  • Return Fee: Customers are responsible for the return shipping fee.
    • Refund Deduction: A 5% restocking fee will be deducted from the refund. This fee includes the cost of the return label.

Note:  At Martessi we strive for 100% customer satisfaction, and at the  website we provide best quality pictures and product detail, however colors may vary from one computer screen to another and thus, does not come under manufacturer defect category, so will be considered as dislike / did not meet the expectations case or change of mind.

Conditions for Return

To be eligible for a return:

  • The item must be unused, unwashed, and in the same condition as received.
  • The item must be in its original packaging and in sellable condition.
  • Original pictures of the unopened item, showing its condition and packaging, must be submitted to initiate a return request.

Contact Information

  • USA Customers: Email return requests and pictures to returns@martessi.com
  • Operating Hours: Mon-Fri 9:00 AM – 5:00 PM EST (2:00 PM – 10:00 PM GMT)
  • Return Inquiries and Customer Support: For any questions or concerns regarding returns, our customer support team is available during our office hours: Mon-Fri 9:00 AM – 5:00 PM EST (2:00 PM – 10:00 PM GMT). Please contact us at info@martessi.com
  • USA: (951) 5927811
  • Address: 523 Florentine Dr San Jose CA 95123
  • Note: Please make sure to include your order number with your return request.

Timeframe for Returns

Initiate your return within 30 days of delivery. The item must be returned within 30 days of receipt.

  • Initiating a Return: Return requests must be initiated within 30 days of delivery. Requests made after this period will not be accepted.
  • Returning the Item: Once a return request is approved (within 1-2 business days), the item must be returned within 30 days of receipt. After this time period, no return will be entertained.

Return Process

  1. Approval: Once your return request is approved (within 1–2 business days), we’ll provide the return instructions and a shipping label. All U.S. returns are processed at our warehouse in USA.
  2. Non-Approval of Return Request: If your return request is not approved, we will notify you via email with the reason for non-approval. In such cases, a return label will not be issued, and the return process will not proceed. Please ensure that your return request meets all the conditions outlined in our return policy to avoid any inconvenience.
  3. Shipping Your Return: Once you have your return label, please send the item back to us using the provided instructions.
  4. Receiving Your Returned Item: After you return the item, please allow 5 business days for it to arrive at our return center.
  5. Inspection: Returned items will be inspected within 2-5 business days to ensure they meet return conditions.
  6. Return Rejection: If, after inspection, the returned item is found to be ineligible for a return (e.g., it is used and not in its original condition), the return will be rejected. The item will be sent back to you at no additional cost, and no refund will be issued.
  7. If Return approved: We Will start working on return procedure.
  8. Replacement: If your return is approved, and you ask to replace the item, we will reship your request at no additional cost. The reshipping process will follow our standard shipping time of 2-3 business days.
    Note: You can also select another item in the same price.
  9. Refund: Alternatively, opt for a refund, which will be processed within 7-10 business days from the approval date. Please allow an additional 15 business days for your bank to credit the amount to your account.
    Note: From initiating a return request to get your refunded amount to your bank account, it will take 24-28 business days.

Note: The following conditions will result in the automatic rejection of your return:

  • If the item sent back does not match the original pictures provided.
  • If you send us the wrong item or different item than what was originally ordered.
  • If the item is damaged (and the damage was not reported as the reason for the return).
  • If the item is returned without its original packaging.
  • If the item is not in resellable condition.
  • If the item is not complete like missing accessories.

In the event of a return rejection, the item will be sent back to you at no additional cost, and no refund will be issued.

  • Free Returns and Return Label
    • For defective items in the USA, we offer free returns. You will receive a prepaid return label at no cost. This label will be available for you to download and print from the email we send you.
  • How to Obtain a Return Label
    • Once your return request is approved, we will email you a return label. Please download and print the label, and attach it to your return package.

Return Handling

At Martessi, we strive to make your return process as smooth as possible. All returns are initiated from our end, and it is our responsibility to handle the entire process. Here’s how it works:

  • Hassle-Free Returns: There is no need for you to arrange a return label or handle any return logistics. We have a dedicated team to manage the return process.
  • Return Labels: We will provide you with a prepaid return label at no cost. This label will be sent to you via email once your return request is approved.
  • Pickup: We will arrange to collect the return items directly from your doorstep. You don’t need to make any arrangements for the pickup; our team will handle everything. Simply manage a suitable time with the pickup company, and we’ll ensure a smooth and convenient return process for you.
  • For Returns We’ve partnered with trusted carriers like FedEx and UPS to ensure hassle-free and reliable returns for our customers.

Hassle-Free Returns

We strive to make returns easy by providing clear instructions and prompt support. For USA customers, returns are processed at our warehouse in USA, and you’ll receive the return address and a prepaid shipping label once your request is approved — ensuring a smooth and hassle-free return experience.

Any changes will be effective immediately upon posting on our website. We recommend reviewing this page periodically to stay informed of any updates.