Cancelation & Return

Below is a list of all the details regarding customer rights and our Cancellation & Return policies.

To cancel your order, please visit our contact page and create a ticket before the order has been dispatched. If your order has already been dispatched, unfortunately, we will not be able to stop the parcel during transit. In this case, you will be required to receive or collect the package and contact us for the return/exchange procedure.

Please take reasonable care of the goods once received. Customers should be aware that we are entitled to deduct an amount from the refund to reflect any loss in value of the goods supplied.

If you have any questions regarding this matter, please visit our contact us page.

Our Return Policy

This return policy applies to all our customers worldwide.

Please contact our customer support team first about returns/exchanges, as our return address may be different from our shipping address for some packages.

This policy does not affect your statutory rights.

Martin Valen does not accept returns or exchanges for products with cosmetic damage, which refers to any superficial imperfections. Examples of cosmetic damage include minor scratches, scuffs, dents, or wipe marks on the exterior or interior of the item. Any used, dirty, damaged, scratched, or torn items, or items that have been modified, altered, or tampered with, are also not eligible for return or exchange.

If any cosmetic damage/wear and tear is found during the Quality Control Checkup, the customer will be informed, and the items will be sent back to the customer at their own expense. The customer will be asked to pay the shipping cost of €19.80 or the local equivalent to receive their damaged item(s) back.

Items that qualify for returns must be in the original packaging, as this authenticates the item as being new. This enables us to sell the product as new after the necessary Quality Control Checkups are completed.

Please note that it is the responsibility of the customer to inspect all items upon receipt and report any issues with their order within 100 days of receiving the package. Martin Valen reserves the right to refuse returns or exchanges for items that do not meet the above criteria or that are reported after the 100-day window.

As mentioned above, our Return/Exchange period lasts 100 days after you receive your package. Requests made after the 100-day window will not be accepted, regardless of the condition of the item(s).

PS: Please do not send or return your package without consulting us first, otherwise your package may get lost.

Sales and Discounted Items Policy

Please be aware that any items purchased in a sale cannot be returned for a refund, as they are subject to clearance.

We do not provide refunds for items bought with discounts. Refunds will not be provided for any sale items.

Further Details on Returns

If you are outside of the countries where we provide return labels, you will be responsible for paying the postage costs for the return/exchange procedure.

Returns can be sent with any shipping company.

Refunds cannot be processed until we receive the package(s) back and complete the mandatory Quality Control Checkup.

For further information, please reach out to our customer support team.

A tracking number must be provided for returned items.

Exclusions

The following products may not be returned under this policy. If returned, they will be refused and sent back:

  • Goods that have been used, worn, washed, modified, or damaged in any way.

Refund Policy

Return shipping costs belong to our customers. You can return your item(s) for free, for available countries only, with a return label provided by us. Please note that you should contact us first for the return label. We will refund your money for any product properly returned by you in accordance with the terms of this return policy. This refund will exclude the original delivery charges of the package. For Germany, this deduction is €9.90. The deduction for the first shipping cost of the package varies per country. If your country is not listed below, please contact us.

  • Germany: €9.90 up to 2.5 kg
  • Belgium, Austria, Netherlands: €11.90 up to 2.5 kg
  • France, Poland, Spain, United Kingdom, Italy: €13.90 up to 2.5 kg

Please note that return or exchange fees for multiple items may vary. Please contact our customer service for further information.

For countries not mentioned above, please contact our customer service.

Your refund will be issued to the account/card you used for the purchase, in the same currency, through our secure payment system.

We will issue the refund after your package reaches our warehouse and your item(s) pass our mandatory Quality Control Checkup.

This can be within 100 days following the day we received your returned order.

If you have any questions regarding this matter, please create a ticket via our contact form to reach our customer service.

Late or Missing Refunds

If you have not received a refund yet, please speak with your account/card provider or bank before contacting us, as they may be able to locate the transaction for you.

It may take some time before your refund is officially processed.

If you have completed all of the steps above and still have not received your refund, please contact us by creating a support ticket.

Additional Non-Returnable Items

  • Items bought with discount codes.
  • Items with cosmetic damage and production defects if not reported within 100 days after receipt.
  • Swimwear and swim shorts.