Damaged Return Policy
martinicacollection.com checks all the merchandise that leaves the warehouse before delivering it to the transport company.
Therefore, if upon receiving your order you notice that the packing box is in poor condition, you must note on the carrier’s delivery note: “Box in poor condition pending review”. It will always be convenient to take a photograph and send it to our email ldcomercial@martinicacollection.com
Once it has been reviewed, if there is any anomaly, please contact us, preferably within 24 hours of receiving the order. It will be then when we will indicate the procedure to follow:
If the product that is defective and we have it in stock, we will send you another one immediately.
If, on the contrary, it is not in stock at the time of the request, you can choose between waiting for the change by the manufacturer or replacing it with another product that we have in stock.
If the damage occurs in the merchandise during transport, notify us of the incident, if possible, within a maximum period of 24 hours from the time of receipt, through the e-mail: ldcomercial@martinicacollection.com In that e-mail
You must expose, in the most specific way possible, the damage that the merchandise has, attaching a photograph where said damage is appreciated.
As soon as we verify the incident, the refund will be made.
Merchandise return procedure
All products sold may be returned within 15 calendar days from the date of delivery, in accordance with the provisions of the Spanish Retail Trade Law.
The return costs will be borne by the customer.
To initiate the return, the customer must indicate the intention of the return by email.
martinicacollection.com will answer you by means of another email specifying the precise instructions for the return of the product.
The refund in the customer’s account, as a result of this return, will be made within 15 calendar days from receipt of the products at martinicacollection.com, in the same payment method that was used for the purchase.
The return may not take place, in any case, if the supplied products are used, except for the mere verification of the same. The products must be returned properly protected, in perfect condition (not damaged or soiled by the customer) with all its accessories and documentation. The original box must not bear stickers, personal inscriptions, tears or signs of manipulation. Never send directly in the original box or cover of the product, always protect it with another outer one.
In the case of returns of goods that have involved extraordinary expenses or have been made outside the Peninsula, please contact us in order to provide you with a personalized quote. Likewise, if the product was delivered in poor condition, it will be martinicacollection.com who determines the final amount to be reimbursed to the customer.
If these are not returned in the same original packaging, the goods will suffer depreciation.
Cases where the return of the product is not allowed
Orders with special measures do not admit return (special measures outside the range of standard measures).
Items personalized in color or size, that is, products where different options can be selected, DO NOT ADMIT RETURNS. This is due to the fact that the product is manufactured especially for the client, in an artisanal way, and once it is returned, it is not possible to carry out an after-sales service on said product.
Thus, the right of withdrawal will not apply in the case of products made according to the client’s specifications or clearly personalized.
Product return
The products to be returned must be sent to the place specified by martinicacollection.com following the precise instructions indicated in the order return email.
In the event that the refund is not accepted by the supplier, on the understanding that the merchandise whose return is intended has been used, they will remain in the distribution warehouse to be picked up by the client, in a period not exceeding thirty days from their return.
The returned merchandise must be identified with the order number, name and address of the customer.
The expenses and risks related to the return will be borne by the sender, who must send them safely and with the necessary guarantees so that the returned merchandise arrives in perfect condition.
The refund of the purchase amount will be made for the same price for which the product/s was purchased. martinicacollection.com will send an email to the customer confirming the refund amount.
Any other questions about the return policy do not hesitate to contact us.
