At Martessi , we are committed to providing a smooth and reliable shopping experience for all of our U.S. customers. As a legally registered business in the United States, we strictly follow fair business practices and U.S. consumer protection laws.

We offer free returns with zero restocking fees and complimentary return labels for eligible cases within the United States when items are damaged, defective, or incorrect. Please review the details below:

Eligibility for Free Returns (USA Customers)

Free return shipping applies under the following conditions:

  • Damaged Items – Items damaged during shipping.
  • Defective Items – Products with manufacturing faults.
  • Wrong Items – Incorrect or torn products delivered.
  • Different Items – Products not matching the description or order.

📌 Note: Free returns apply only to the above scenarios within the USA.

  • Voluntary Returns (change of mind, dislike, or color preference) are not covered under free returns and will require the customer to pay for return shipping + a 5% restocking fee.

Non-Returnable Items

  • Clearance and final sale items cannot be returned or refunded.

Change of Mind or Color Issue

  • Return Shipping: Customers are responsible for all return shipping costs in cases of change of mind, dislike, or color preference.
  • Restocking Fee: A 5% restocking fee will be deducted from the refund amount.

📌 Note: At Martessi, we strive for 100% customer satisfaction and provide high-quality product images and detailed descriptions. However, please note that color shades may appear slightly different due to variations in monitor and device settings. Such differences do not qualify as a manufacturer defect and will be considered a preference-based return (change of mind/dislike).

Conditions for Return (USA Customers)

To be eligible for a return:

  • The item must be unused, unwashed, and in the same condition as received.
  • The item must be returned in its original packaging and in resellable condition.
  • All original accessories, tags, and inserts must be included.
  • Customers must provide clear pictures of the unopened item, showing its condition and packaging, in order to initiate a return request.

Contact Information

Return Requests (USA Customers):
Email your return requests along with required photos to returns@martessi.com. Please include your order number in the subject line or body of the email.

Customer Support & Operating Hours:
Our dedicated support team is available to assist you during the following hours:

  • Monday – Friday: 9:00 AM – 5:00 PM EST

Phone Support (USA):
📞 +1 (951) 592-7811

Timeframe for Returns

  • Initiating a Return: Customers must request a return within 30 days of delivery. Return requests submitted after 30 days will not be accepted.
  • Returning the Item: Once your return request is approved (typically within 1–2 business days), the item must be shipped back and received by us within 30 days of the original delivery date. Returns received after this period will not be eligible for a refund or exchange.

Return Process

Approval of Return Request

  • Once your return request is approved (within 1–2 business days), you will receive detailed return instructions along with a prepaid return shipping label via email.
  • All U.S. returns are processed at our official head office and return center:
    523 FLORENTINE DR SAN JOSE CA,USA
  • Non-Approval of Return Request
  • If your return request does not meet our return policy conditions, 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 will not proceed.

Shipping Your Return

  • After receiving your return label, securely repackage the item with all original accessories and packaging.
  • Ship the item back to us using the instructions provided.

Receiving and Inspection

  • Once your return package arrives at our return center, please allow 2–5 business days for inspection.
  • Items missing original packaging, accessories, or showing signs of use may be partially refunded or rejected.
  • If a return is rejected, no refund will be issued, and the item will be shipped back to you at no additional cost.

If Your Return is Approved

  • Replacement: If you request a replacement, we will reship your new item at no extra cost within our standard processing time of 2–3 business days. You may also choose another item of equal value.
  • Refund: If you prefer a refund, it will be processed within 7–10 business days after inspection. Please allow an additional 5 business days for your bank to post the credit to your account. From inspection to bank it takes 15 days.

Automatic Rejection of Returns

Your return will be automatically rejected if any of the following conditions apply:

  • The item received does not match the original pictures submitted during the return request.
  • The returned item does not match the original order.
  • You send a different item than what was originally purchased.
  • The item is damaged, but the reported reason for return was not “damaged item.”
  • The item is returned without original packaging.
  • The item is not in resellable condition.
  • The item is missing accessories or parts.

📌 Important: If your return is rejected, the item will be shipped back to you at no additional cost, and no refund will be issued.

Free Returns & Return Labels (USA Customers)

  • For defective, damaged, or incorrect items, Martessi provides free returns within the USA.
  • A prepaid return shipping label will be emailed to you once your return request is approved.
  • You can download and print this label, then securely attach it to your return package.

Return Handling

At Martessi, we strive to make the return process smooth, transparent, and hassle-free. All return requests are initiated through our support team, and we take responsibility for providing clear instructions.

  • Hassle-Free Returns: Customers do not need to arrange their own return labels or handle complex logistics. Once a return request is approved, our team manages the return process.
  • Return Labels:
    • For defective, incorrect, or damaged items, we provide a prepaid return label at no cost.
    • For change of mind, dislike, or color variation cases, customers are responsible for the return shipping fee.
  • Pickup & Drop-Off: After approval, you will receive an email with a prepaid label and return instructions. Simply attach the label and drop the package at any FedEx or UPS location. In some cases, a pickup may be arranged for added convenience.

Hassle-Free Returns

We strive to make returns easy by providing clear instructions and prompt support. For USA customers, all returns are processed at our legal head office and return center:

  • 523 FLORENTINE DR SAN JOSE CA,USA
  • Once your return request is approved, you’ll receive return instructions and a shipping label.
  • For defective or incorrect items, a prepaid return label will be provided at no cost.
  • For change of mind, dislike, or color variation cases, customers are responsible for the return shipping fee.

This ensures a smooth and transparent return experience for all customers.

Policy Updates: Any changes to this policy will take effect immediately upon being posted on our website. We encourage you to review this page periodically to stay informed of any updates.

Last updated: August 29, 2025