Return Policy

Last updated: 22/02/2026

By placing an order on our website, you acknowledge that you have read, understood, and agreed to our Return & Refund Policy. By completing your purchase, you confirm that:

• You have reviewed and accepted our return criteria and timelines.

• You agree to follow the return process as outlined in our policy.

• In the event of a chargeback or dispute, this policy—along with all related order and communication records—will be used as supporting evidence.

Return Process

If you are not satisfied with your purchase, you may return eligible items within 14 days of delivery, provided that the following conditions are met:

Eligibility Criteria

• The item must be unused, unworn, and unwashed.

• The item must be returned in its original packaging and condition.

• Only normal handling and inspection of the product may have occurred.

• The customer is responsible for return shipping and handling costs.

Returns will be processed when the order has been arrived at our warehouse. We reserve the right to refuse returns if the product shows signs of misuse, excessive wear, or damage not attributable to us.

How to Return

To initiate a return:

1. Email us at info@marthamontreal.com within 14 days of delivery.

2. Include the following details: Order number, Reason for return, Photos of the product (if defective), Your full name and shipping address.

3. Wait for our return instructions before shipping the product.

4. Do not send items to the sender’s address without approval; unauthorized returns may be rejected.

5. We recommend using a tracked shipping service and retaining proof of shipment until your return is processed.

Defective or Damaged Items

If your order arrives defective or damaged, please contact us within 2 days of delivery at info@marthamontreal.com with your order number and clear photos/video of the defect. Once verified, we may offer a replacement. Replacements are typically processed within 7–12 business days.

Lost or Unclaimed Orders

If your package is lost in transit, contact us with your order number. If a package is refused at delivery, unclaimed, or returned due to an incorrect address, deduction will be applied to your refund to cover administrative and shipping costs.

Cancellations & Right of Withdrawal

You may cancel your order within 14 days of receipt. However, as order fulfillment is automated, orders cannot be stopped once shipped. If your order has already been dispatched, you may initiate a return after delivery. To cancel before shipment, email info@marthamontreal.com. The buyer is responsible for return shipping costs.

Chargebacks & Dispute Resolution

If there is any issue, please contact us first. If a chargeback or dispute is filed, we will provide your bank with all supporting documentation (order confirmation, tracking, and email records). Submitting a chargeback without prior contact may delay resolution.

Important Notes

• All returns must be sent to our central warehouse in Asia at the customer’s expense.

• We are not responsible for transit delays or customs clearance issues.

• For hygiene-sensitive items, returns in unsanitary or used condition will not be accepted.

• Returns are not free—shipping and handling fees apply.

Contact Us

If you have any questions regarding this policy, please reach out to our Customer Support Team at info@marthamontreal.com.