Return and Refund Policy

I.               Return Eligibility & Conditions

We have a 15-day return policy, which means you have 15 days after receiving your item to request a return.

To be eligible for a return:

·       Your item must be in the same condition that you received it: unused, unwashed, with tags, and in its original packaging.

·       You must provide the receipt or proof of purchase.

·       All returns must be accompanied by the original jewelry boxes, pouches, and protective packaging for a full refund.

·       All returned jewelry pieces with stones will undergo a thorough inspection to verify their authenticity and ensure they are in their original condition before a refund or exchange is processed.

·       Items that are personalized, altered, custom-sized, or engraved are not eligible for return or exchange.

·       Final sale items cannot be returned or exchanged.

·       Items that are damaged or defective upon arrival may be returned or exchanged at any time.

·       Refunds and exchanges are only eligible within the original country of purchase. Certain limited edition or collaboration merchandise may not be eligible for return.

 

II.              How to Return an Online Purchase

To initiate a return, contact us at https://martinela.shop/pages/contact. Once your return is accepted, we will provide a return shipping label and detailed instructions on where to send your package.

 

Important Return Guidelines:

·       A $4.95 return processing fee will be deducted from your refund for each return request.

·       Returns must be shipped within 7 days of label issuance.

·       Returns will not be accepted if sent without prior request and approval.

·       Jewelry with stones will be inspected for authenticity and original condition before processing any refund or exchange.

·       Garments will be inspected to ensure they have not been worn, washed, or altered before processing any refund or exchange.

·       If you prefer, eligible items may be returned for exchange or store credit.

·       Once you receive your return label, drop off your package at the nearest carrier location or schedule a pickup if available.

 

For any return-related questions, contact us at https://martinela.shop/pages/contact

 

III.             Process for Returns.

·       Refunds will be issued to your original payment method within 10 business days of return approval.

·       Please allow up to 15 business days for banks or credit card companies to process and post the refund.

·       Credit or charge card purchases will be refunded to the original cardholder’s account, subject to the terms and conditions of the card issuer.

·       Proof of purchase is required for all refunds, including the shipping confirmation email or the original credit card used for the purchase.

·       If more than 15 business days have passed since your refund was approved and you haven’t received it, please contact us at https://martinela.shop/pages/contact

 

IV.            Exchange Policy

At Martinela, we offer easy and convenient exchanges for eligible items.

 

1.     How to Make an Exchange

·       The best way to exchange an item or size is to return the original product following our return process.

·       Once received and inspected, we will notify you of the exchange approval, and you can proceed with requesting the new item.

·       This method ensures you receive the correct product as soon as possible without unnecessary delays.

 

2.     How to Return an Item for Exchange

·       You can drop off your package at a designated return point.

·       A $4.95 return processing fee will be deducted from your refund.

·       Once your return is approved, we will send you a shipping label with detailed instructions.

·       Shipping fees for exchanges are free once the return has been received and processed.

·       If you have any questions or need to modify your exchange request, contact us at https://martinela.shop/pages/contact

 

V.             Gift Purchase Refund Policy

·       Gift recipients with proof of purchase (such as a gift receipt or invoice) are eligible for an exchange or non-refundable merchandise credit, redeemable only on www.martinela.shop.

·       Gifts returned with a gift receipt or invoice will receive store credit equal to the total purchase price.

·       Gifts without a gift receipt or invoice are not eligible for returns or a merchandise certificate.

·       Refunds can only be issued to the original buyer’s payment method. If the recipient of a gift wishes to return an item, they can receive store credit or an exchange, but not a refund. This is because refunds are always processed to the original payment method, which belongs to the person who made the purchase.

 

VI.            Return & Exchange Exceptions

The following items are not eligible for return or exchange:

·       Personalized, altered, or engraved jewelry, including custom-sized pieces.

·       Jewelry that has been tampered with, such as items returned with different or replaced gemstones. All jewelry must be unused, unscratched, and returned with its original, authentic gemstones as verified by our inspection process.

·       Final sale items and gift cards.

·       Clothing that has been worn, washed, or returned without its original tags and packaging. Items must be in their original, unworn, and unwashed condition.

·       Products with missing or damaged packaging, including jewelry boxes and protective materials.

For security reasons, all returned jewelry pieces undergo an authenticity verification process to ensure that the original gemstones and materials remain intact. Any item failing this inspection will be ineligible for return or exchange.

 

VII.          VII Damaged or Defective Items

·       Please inspect your order upon arrival.

·       If you receive an item that is defective, damaged, or incorrect, please contact us within 72 hours at https://martinela.shop/pages/contact

·       Once we receive your claim, we will provide instructions on the necessary documentation for processing.