We at www.martonline.co.uk are committed to provide our customers high quality products. However there may be occasions when our customers may need to return an item purchased from our site.
In cases of return of an item purchased from us our returns policy needs to be followed.
Please read our returns policy and retain a copy of this returns' policy for future reference.
We reserve the right to amend or remove any part of our RETURNS POLICY at our sole discretion.
Once an item that you have ordered has been despatched to your shipping address (provided during ordering process) you must let us know within 14 days from the date of RECEIPT if you have not received your item. We will then try to establish the reason for such a failed delivery. This involves carrying out an internal investigation at our order processing facility and also contacting our postal services or carriers we use for delivery. After this time of 14 days has elapsed, during which we must be informed for non receipt of an ordered item, unfortunately, we can not investigate this matter further.
In cases of a delivery which requires signature and where an attempt was made by the postal services or carriers we use and no body was available to take the delivery you must contact the postal services or carriers used and make required arrangements for the delivery of the despatched item. We do not accept this as a non delivery of the item.
(1) The product is to be returned within 14 days from the date of RECEIPT of the product and then you will be issued a refund (please see details below).
(2) The returned item/product must fulfil the following criteria:
(a) The item/product is retuned unused.
(b) The item/product is still in its original unopened packaging and any original seal, if present,
is intact as well as the original shrink-wrap, when present, is intact.
(c) Any original labels attached to the item/product or packaging are left intact.
(d) The returned item or the product is returned to us in its original condition and
original packaging as "new" enabling us to sell the product as "new".
When a product is returned to us in compliance of the conditions mentioned above we will issue you a refund for
the price/cost of the item you paid to us. However, the original delivery charges incurred for the delivery
of the returned item will not be refunded.
Customers will be fully responsible for the returns shipping cost
A refund of the return delivery charges (up to a maximum of £3.50) will only be considered in case of items wrongly delivered, items delivered by mistake or items damaged in transit.
In case of items damaged in transit items should be returned in their original packaging complete with all accessories and documentation, manuals etc. Once received back into our warehouse and after necessary investigations, we will be able to issue a replacement or a full refund to you at our sole discretion.
Generally refund payments will be made using your original payment method used, however, an alternative payment method may be used at our sole discretion.
We always aim to process all refunds quickly and usually refunds are issued within a period of 30 days of the date we received the returned product.
Some items cannot be returned if they are opened or unsealed. These include music, software, and video games (also included are downloaded music, software and video games).
Also consumable items which, because of their nature, cannot be returned.
Merchandise that has been worn, used, or altered will not be accepted for return or exchange.
When you receive an item and it is noticed that they were damaged while in transit, please report this damaged delivery in transit to us within 14 working days form the date of RECEIPT of the item and then you will be issued a refund (as described below).
If there is a visible evidence of a damage (such as damaged box or visibly damaged contents inside the box) it must be noted accordingly on the carrier's delivery note at the time of signature of receipt of the item.
All items received should be returned to us in their original packaging material and all accompanying accessories, documentation, manuals, flyers, posters etc. must also be returned along with the returned item.
Once the returned item is received back into our warehouse, we will (at our sole discretion) issue a replacement or full refund to you via your original payment method or an alternative payment method and also consider reimbursing your reasonable costs for return postage of the item. As this will only be refunded upon the receipt of proof of the return carriage costs (maximum of £3.50), please include the required receipt.
If you receive an item that is found faulty on arrival, you will have 14 calendar days from the date of receipt of the item to inform us of the fault of the item and to return the item and then you will be issued a refund (please see details below).
All such faulty items received should be returned to us in their original packaging material and all accompanying accessories, documentation, manuals, flyers, posters etc. must also be returned along with the returned faulty item.
Once we have received the item we will verify the fault you have described. However, at our sole discretion and after verification of the fault, we will issue a replacement or full refund to you via your original payment method or an alternative method and also consider reimbursing your reasonable return carriage costs (maximum of £ 3.50). Any returned item, when tested, and if not found to be faulty by our technicians the item will be returned to you and in such a case you will be liable for the return postage costs.
We are not liable for any damage or any other cost for a fault or defect in any sealed, original product received from the manufacturer and despatched to you.
In case of an item purchased from us works normally as it should but develops a fault after more than 28 calendar days of the receipt of the purchased item you may be entitled to a warranty repair from the manufacturer. For all cases of warranty repair or any kind of warranty information please consult the documentation which accompanies the item or you may need to contact the manufacturer for such warranty information.
Business customers please contact the manufacturer for all warranty repairs after 28 days of receipt of the purchased item.
Please follow all the guidelines and fulfil all the criteria mentioned on our "Returns Policy" page of our site before you initiate a return.
In addition to this policy you should also refer to our general Terms and conditions of Sale.
Please follow all the guidelines and fulfil all the criteria already described above for the return of your item.
Your item must be in its original unused condition to be returned, unless there is a manufacturer defect.
The product is to be returned within 14 days following the date of receipt of the purchased item by you and then you will be issued a refund (please see details below).
1. The purchaser of the product must contact our sales team to obtain Return Merchandise Authorisation number (RMA) to return the product. Please email our sales team at firstname.lastname@example.org to request a refund and we will assign you a Return Merchandise Authorisation number (RMA). The RMA number assigned to you must be displayed on or included in the returned product's packaging. No returns are accepted without this number and thus no refunds can be processed without your RMA number.
2. Include in your package a signed letter stating the reason(s) for your return and also the original receipt.
3. You will be advised about the return address when you request a Return Merchandise Authorisation number (RMA) and the returned item must be posted to that address.
In a case where you would prefer to return the item yourself, please return the item to us using a traceable and insured delivery method (e.g. Recorded Delivery or Special Delivery service of Royal Mail).
We always recommend to our customers to use some form of delivery that requires a signature on delivery. The majority of items are returned to us using Recorded Delivery or Special Delivery service of Royal Mail.
We can not be held liable for items lost or damaged during the return transit and therefore we strongly recommend that customers opt for fully insured delivery service when returning the goods.
Packaging of Items to be Returned
In all cases where goods are to be returned to us, then please ensure that you package the items in accordance with the packaging guidelines of Royal Mail.
We reserve the right to refuse to accept the returned products or items which fail to meet the criteria mentioned above in the Returns Section and thus no refunds will be available in such cases.
If a product is returned to us in violation of the conditions mentioned above:
1) We will not issue a REFUND of the purchase price (which includes delivery charges).
2) We will not allow for an exchange of the product.
3) We will retain the returned item and only return the item back after payment of charges for return delivery of the item.
4) We will only retain such returned items for a maximum of 14 days after making a request for payment for return delivery of the item. After 14 days we will not be liable for any cost or for the return of the item and we may destroy or dispose of the item at our sole discretion.
5) We may consider accepting returns for orders after the expiry of our 14 day returns period and within 30 days from the invoice date. However, a minimum re-stocking fee the higher of £10.00 or 15% of the purchase price of the item would be applied. This excludes any additional fee chargeable due to damage caused to the product or missing parts on return.
Please note that our Returns Policy for Consumers does not affect your statutory rights.
More information about your statutory rights is available from the Citizens Advice Bureau (www.citizensadvice.org.uk) or Consumer Direct (www.direct.gov.uk). We reserve the right to inspect the goods and verify any fault(s) and/or any damage.