Terms of Service

Last updated: 25.09.2026

These Terms of Service apply to purchases made through https://martletpochades.com.

The website is operated by:

Martletpochades / Igor Baulin IE
Business address: 2029, Lori, Gugarq, 12th st., 36, Republic of Armenia
Email: igor@martletpochades.com

In these Terms, “we,” “us,” and “our” refer to the seller identified above. “You” refers to the customer placing an order.

Please read these Terms before purchasing. Nothing in these Terms limits any mandatory consumer rights that apply to your purchase.

1. Products and order details

We sell pochade boxes and related products. Please review the product description, dimensions, features, included accessories, and availability before placing an order.

We recommend contacting us before payment if you have questions about a product, its suitability for your needs, or any requested modifications. Custom requirements must be agreed with us in writing before the order is placed.

You are responsible for providing accurate contact and delivery information. Please notify us promptly if you discover an error.

2. Payment and order confirmation

Orders must be paid in full before production or dispatch.

Online payments are processed through Ameriabank using the Payment Gateway for Ameriabank integration. The amount and payment currency are displayed at checkout.

We confirm your order by email. If we cannot fulfil an order, we will contact you and refund any payment received for it.

3. Made-to-order and in-stock products

Most of our products are made after an order has been placed and paid for.

The usual production period is 12–15 calendar days, starting after payment has been received and any necessary order specifications have been agreed.

Products identified as in stock are dispatched within 2 business days after payment has been received.

Production and dispatch periods do not include shipping time. If a different production period applies to a particular product or custom order, we will state it in the listing or agree it with you before purchase.

If an unexpected delay occurs, we will contact you with an updated estimate. This does not affect any cancellation or refund rights provided by applicable law.

“Business days” means Monday to Friday, excluding public holidays in the seller’s country.

4. Prices, taxes, and import charges

Listed product prices exclude VAT and other taxes, customs duties, and import-related charges, unless expressly stated otherwise. Shipping charges and any taxes we are legally required to collect are shown before payment.

For international orders, the destination country may impose import VAT, customs duties, postal or courier handling fees, brokerage fees, or other charges. Unless expressly included at checkout, these charges are not included in the amount paid to us and are payable by the recipient.

Before ordering, please check the import requirements and likely charges in your country with your customs authority or delivery provider. We cannot guarantee the amount assessed by those parties.

This provision does not transfer to you any tax collection or payment obligation that applicable law places on us.

5. Shipping and delivery

We ship your order to the address provided at checkout.

Delivery times are separate from production times. International transport, customs clearance, and local delivery procedures may affect the arrival date.

Please respond to reasonable requests from the carrier or customs authority for information needed to release or deliver the parcel.

Contact us if your parcel is delayed or tracking indicates a delivery problem. We will assist with the investigation. Shipping estimates do not limit any rights you have where delivery is excessively delayed or an agreed delivery deadline is missed.

6. Refusal to pay import charges

If you refuse to pay applicable import taxes, duties, or clearance charges and the parcel is returned to us, we treat it as a customer-initiated return.

Please notify us if you intend to refuse a parcel. Refusing delivery does not necessarily constitute a valid statutory cancellation notice.

Once the parcel is returned, we assess the refund under the applicable return conditions below. Where permitted by law, the original shipping charge is not refunded and the actual return shipping cost charged to us may be deducted from the refund. The same return cost will not be charged twice.

The exclusions for discounted and custom products apply only where legally permitted. Refusal to pay import charges does not override mandatory consumer rights or create a return entitlement where none otherwise exists.

7. Our voluntary return policy

In addition to any mandatory rights you may have, we accept returns of eligible products if you notify us and send the product back within 7 calendar days after delivery.

To qualify under this voluntary policy, the product must be in its original saleable condition, with all included parts and accessories. It must have no signs of use, paint, stains, alterations, or damage caused after delivery.

Please contact igor@martletpochades.com with your order number before sending the product back so that we can provide the correct return address and instructions.

Pack the product securely to protect it during transport. We recommend using tracked shipping and retaining proof of dispatch.

These voluntary conditions do not restrict any statutory right to inspect a product or return faulty or misdescribed goods.

8. Return shipping costs

For a voluntary return of a product that is undamaged and matches its description:

• The original shipping charge is not refundable.
• You pay the cost of returning the product.
• We do not reimburse return postage.

Where mandatory law requires reimbursement of the original standard delivery charge, we will provide it. Additional charges for an upgraded delivery service need not be refunded unless required by law.

These change-of-mind shipping rules do not apply where we are legally responsible for the return costs because the product is faulty, damaged on arrival, or not as described.

9. Discounted products and custom orders

Our voluntary change-of-mind return policy does not cover:

• Products purchased at a discount.
• Products made to your individual specifications or clearly personalised for you.

These exclusions apply only where the product matches the agreed description and is not faulty or damaged on arrival, and only to the extent permitted by law.

A standard product manufactured after payment is not automatically a personalised or custom product.

A discount does not remove mandatory consumer rights. Any applicable statutory cancellation rights remain available for discounted products.

10. Refunds

For an eligible returned product, we issue the refund within 3 business days after receiving the return, subject to any earlier deadline required by applicable law.

Refunds are issued to the original payment method unless another lawful arrangement is agreed. Your bank or payment provider may require additional time to credit the funds to your account.

Any permitted deductions will be explained to you.

Taxes, duties, or fees paid directly to customs authorities or carriers are not payments received by us. Where applicable, you should request their repayment from the relevant authority or provider. This does not limit any reimbursement obligation we have under mandatory law.

11. Exchanges

We do not offer voluntary exchanges for another model, size, or product.

If you would like a different product, you may return an eligible purchase under these Terms and place a separate order.

This does not exclude a replacement for a lost shipment or any replacement remedy required by law for defective or non-conforming goods.

12. Damaged, faulty, or incorrect products

If your product arrives damaged, is faulty, or does not match the agreed description, please contact us promptly with your order number and a description of the problem.

Where reasonably possible, include photographs of the product and packaging to help us assess the issue and investigate transport damage. Please retain the packaging while the issue is being reviewed.

We will arrange an appropriate remedy and bear any costs for which we are responsible under applicable law.

The 7-day voluntary return period and the exclusions for discounted or custom products do not limit your mandatory rights concerning faulty, damaged, or misdescribed goods.

13. Lost shipments

If your shipment is lost in transit, you may choose:

• A full refund of the amount paid to us for the lost order, including the original shipping charge; or
• A replacement sent at no additional cost.

Please contact us if you believe a parcel has been lost. We will investigate with the delivery provider and keep you informed.

A carrier investigation does not postpone a refund or other remedy beyond any deadline required by applicable law. If you choose a replacement that requires production, we will agree the expected dispatch date with you.

14. Cancellation or changes before dispatch

Please contact us as soon as possible if you want to cancel or change an order before dispatch.

We will confirm whether the requested change can be accommodated and explain any effect on the price or production period before proceeding.

For genuinely personalised or custom products, cancellation rights may be limited where permitted by law. Starting production of a standard product does not by itself remove a statutory cancellation right.

15. Mandatory cancellation rights

Where EU, UK, or other applicable consumer law gives you a statutory right to cancel an online purchase, that right 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 a further 14 days to return the goods.
• Eligible refunds include the original standard delivery charge.
• You bear direct return costs for a change-of-mind cancellation.
• Handling beyond what is necessary to inspect the goods may result in a lawful deduction for diminished value.
• Applicable exceptions may include genuinely personalised goods.

Statutory refund deadlines apply, including any rule permitting us to withhold a refund only until we receive the goods or evidence of their return, whichever occurs first.

You may notify us by a clear email statement identifying your order and your decision to cancel. No special wording is required.

16. Privacy

Our collection and use of personal information are explained in our Privacy Policy, available on this website.

17. Changes to these Terms

We may update these Terms from time to time. Changes apply to orders placed after the updated Terms are published.

The version applicable when you place your order continues to govern that purchase unless a change is required by law or agreed with you.