Отмена заказа и Возврат
CANCALLATION & RETURN
Below is a list of all the details regarding customer rights and our Cancellation & Return policies.
To CANCEL your order, please visit our site https://martinvalen.com/en/contact-us and create a ticket before the order has been dispatched. If your order has already been dispatched; then, unfortunately, we won't be able to stop the parcel throughout transit and you would be required to receive/collect the package and consult us for the return/exchange procedure.
Please take reasonable care of the goods once received. Customers are to be made aware that we are entitled to deduct an amount from the refund that will be issued to reflect any loss in value of the goods supplied.
If you have any questions regarding this matter, please visit our website https://martinvalen.com/en/contact-us
OUR RETURN POLICY
This returns policy applies to all our customers worldwide.
PLEASE contact our customer support team first about returns/exchanges, as our return address is different from our shipping address for some packages.
This policy does not affect your statutory rights (such as your rights under the Sale of Goods Act 1979 and the Consumer Protection (Distance Selling) Regulations 2000).
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 the 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 €9.90 (or the local equivalent, check below) 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 done.
Please note that it is the responsibility of the customer to inspect all items upon receipt and report any issues with their order within 14 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 14-day window.
As mentioned above, our Return/Exchange period lasts 14 days after you received your package. Requests done after the aforementioned 14-day window will not be accepted, no matter the condition of the item(s).
PS: Please DO NOT send/return your package back without consulting us first, otherwise your package might get lost.
SALES and DISCOUNTED ITEMS POLICY
Please be aware that any items purchased in a SALE can not be returned for a refund as they are subject to clearance.
Also, we do not provide any refunds for items bought by discount.
Refunds will not be provided to the customer for any sale items.
FURTHER DETAILS on RETURNS
If you're outside of the countries we provide return labels with, you will be responsible for paying postage costs for the return/exchange procedure.
Returns can be sent with any shipping company.
Refunds can not be processed until we receive the package(s) back and do 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.
The following products may not be returned under this policy, and if returned, will be refused and sent back:
Goods that have been used, worn, washed, modified, or damaged in any way.
Return shipping costs belong to our customers. You can return your item(s) for free (for available countries only, list is below) with a return label provided by us. Please note that you should contact us for the return label. We will refund your money for any product properly returned by you in accordance with the terms of this returns policy. This refund will be excluding (€9,90 for Germany) with the original delivery charges of the packages. 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 Kindgom, Italy (€ 13,90 Up to 2.5kg )
Please note that return or exchange fees for the return of 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 14 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 out to our customer service ; https://martinvalen.com/en/contact-us
LATE or MISSING REFUNDS:
If you haven't received a refund yet, please speak with your account/card provider/Bank before contacting us, as they can locate the transaction for you.
It may take some time before your refund gets officially processed.
If you've done all of the steps above and you still have not received your refund yet, please contact us by creating a support ticket from: https://martinvalen.com/en/contact-us
ADDITIONAL NON-RETURNABLE ITEMS:
Items bought with discount codes,
Items with cosmetic damage and production defects (if not reported within 14-days after received),
Swim-Wear and Swim-Shorts.