Last updated: 25.09.2026
This policy applies to purchases made through martletpochades.com. It does not limit any mandatory consumer rights available under applicable law.
Returns
Under our voluntary return policy, you must contact us and send the item back within 7 calendar days after delivery.
The item must be in its original saleable condition, with all included parts and accessories, and without signs of use, paint, stains, alterations, or damage caused after delivery.
Before returning an item, email igor@martletpochades.com with your order number to obtain the return address and instructions. Please package the item securely. We recommend tracked shipping and keeping proof of dispatch.
Return shipping costs
For a change-of-mind return of an undamaged item that matches its description:
- The original shipping charge is not refundable, except where required by law.
- You are responsible for return shipping costs.
These conditions do not apply where we are legally responsible for costs associated with faulty, damaged, or incorrectly supplied goods.
Discounted and custom products
Our voluntary change-of-mind return policy does not cover discounted products or items made to your individual specifications or clearly personalised for you.
These exclusions do not affect mandatory consumer rights or claims concerning faulty goods, damage on arrival, or items that do not match their description. A standard model manufactured after payment is not automatically a custom product.
Refunds
For an eligible return, we issue your refund within 3 business days after receiving the returned parcel, or earlier where required by law.
Refunds are made to the original payment method unless otherwise agreed. Your bank or payment provider may take additional time to credit your account. Any legally permitted deductions will be explained to you.
Business days are Monday to Friday, excluding public holidays in the seller’s country.
Damaged, faulty, or incorrect items
Please contact igor@martletpochades.com promptly if your item arrives damaged, is faulty, or does not match the agreed description. Include your order number, a description of the issue, and photographs where reasonably possible.
We will arrange an appropriate remedy and cover costs for which we are responsible under applicable law. The 7-day voluntary return period does not limit your statutory rights concerning these issues.
Lost shipments
If your parcel is lost in transit, you may choose either:
- A full refund, including the original shipping charge paid to us; or
- A replacement at no additional cost.
We will investigate with the delivery provider. This investigation will not delay any remedy beyond a deadline required by applicable law. If a replacement requires production, we will agree its expected dispatch date with you.
Import taxes and refused deliveries
Unless expressly included at checkout, import VAT, customs duties, and clearance fees are payable by the recipient. Please check the charges applicable in your country before ordering.
If a parcel is returned to us because you refuse to pay these charges, we treat it as a customer-initiated return under the applicable conditions of this policy. Where legally permitted, original shipping charges are not refunded and actual return shipping costs charged to us may be deducted.
Please also notify us directly of your decision to cancel; refusing delivery alone may not constitute a valid statutory cancellation notice.
Charges paid directly to customs authorities or carriers must normally be reclaimed from those parties. This does not affect any reimbursement obligation we have under applicable law.
Exchanges
We do not offer voluntary exchanges for another model or product. You may return an eligible item and place a separate order.
This does not affect replacements for lost shipments or remedies required by law for faulty or non-conforming goods.
Statutory cancellation rights
Where applicable consumer law provides greater protection, it takes priority over our voluntary policy.
Where the usual EU or UK distance-selling cancellation rules apply, you generally have 14 days after delivery to notify us of cancellation, followed by another 14 days to return the goods. Eligible refunds include the original standard delivery charge. You bear direct return shipping costs for a change-of-mind return.
You may inspect the goods, but handling beyond what is necessary to establish their nature, characteristics, and functioning may result in a lawful deduction for diminished value. Applicable exceptions may include genuinely personalised products; a discount alone does not remove statutory cancellation rights.
Statutory refund deadlines apply. Where the law permits withholding a refund pending return, we will not withhold it beyond receipt of the goods or evidence of dispatch, whichever occurs first.
To cancel, email us with your order details and a clear statement of your decision.
For additional information about ordering, production, payment, and delivery, please read our Terms of Service.
