Refund policy

This Return and Refund Policy applies to all purchases made through the online store operated by MARS TERRA TRADING LIMITED (hereinafter referred to as "we", "us" or "our"). By placing an order, you agree to comply with the terms and conditions outlined below. We reserve the right to update or modify this policy at any time without prior notice; any changes will be effective immediately upon posting on our Shopify store.

1. Return Window

We have a 30-day return policy, which means you have 30 calendar days from the date of receiving your item(s) to submit a valid return request. Requests submitted after the 30-day period will not be accepted, unless the item is defective, damaged or incorrect (as detailed in Section 4). To confirm the delivery date, please refer to the tracking information provided by the shipping carrier or your order confirmation email.

2. Eligibility for Returns

To be eligible for a return, your item(s) must meet all of the following conditions; failure to satisfy any of these requirements will result in the rejection of your return request:
The item must be in the same brand-new condition as when received, unworn, unwashed, and free from any signs of use, stains, odors or alterations.
All original tags, labels, packaging (including polybags, boxes, and tissue paper) must be intact and attached to the item. Missing tags or damaged original packaging may lead to a partial refund or return rejection.
You must provide a valid proof of purchase, which includes your order number, purchase receipt, or order confirmation email sent to your registered email address.
The item must be returned in a secure and protective package to prevent damage during transit; we are not liable for items damaged while being returned to us.

3. How to Initiate a Return

To start a return, please follow these steps strictly; returns sent without prior approval will not be processed and may be returned to the sender at the customer's expense:
  1. Contact our customer service team at service@marterke.shop within the 30-day return window. In your email, please include your full name, order number, the specific item(s) you wish to return, and the reason for the return. 
  2. Our customer service team will review your request within 2-3 business days and notify you via email if your return is approved. If approved, we will provide you with a unique return authorization number (RA number), detailed return instructions, and the designated return address. 
  3. Clearly mark the RA number on the outside of your return package. Packages without a valid RA number will not be accepted or processed. 
  4. Ship the item(s) to the following return address: Clifford Ctr NO 778-784 Cheung Sha Wan Road, UNIT 9, 25/F, Cheung Sha Wan, Kowloon Hong Kong SAR. We recommend using a trackable shipping service and purchasing shipping insurance, as we are not responsible for lost or misdelivered return packages. 
Return shipping fees are the sole responsibility of the customer, unless the return is due to a defective, damaged or incorrect item (as outlined in Section 4). We do not cover the cost of return shipping for change of mind returns.

4. Damages, Defects and Incorrect Items

Please inspect your order immediately upon reception. If you receive an item that is defective (manufacturing flaws, faulty stitching, broken zippers, etc.), damaged during shipping, or the wrong item (incorrect size, color, or style), you must contact our customer service team at service@marterke.shop within 7 calendar days of delivery. Failure to notify us within this period will void your right to a replacement or refund for such issues.
When reporting damages, defects or incorrect items, please provide clear photos or videos of the issue, along with your order number and item details. Our team will evaluate the issue within 2-3 business days and provide a resolution, which may include: a full refund, a replacement item (subject to availability), or a partial refund (at our discretion). For such eligible returns, we will provide a prepaid return shipping label and cover all return shipping costs.

5. Exceptions / Non-Returnable Items

For hygiene, customization and business protection reasons, the following items are non-returnable and non-refundable under any circumstances, unless they are defective, damaged or incorrect:
  • Intimate apparel (including underwear, bralettes, and swimwear) — this exclusion is strictly enforced for hygiene purposes. 
  • Custom or personalized items (items made to your specific requests, such as custom sizes, embroidery, or printed designs). 
  • Sale items (items purchased at a discount of 30% or more, or marked as "Final Sale" on our store). 
  • Gift cards — all gift card purchases are final and cannot be returned or refunded. 
  • Accessories with hygiene seals (e.g., socks, hats with headbands) — if the hygiene seal is broken or removed, the item is non-returnable. 
If you have questions about whether a specific item is returnable, please contact our customer service team atservice@marterke.shop before placing your order.

6. Exchanges

We do not offer direct exchanges for items (e.g., size or color swaps). The fastest and most efficient way to receive your desired item is to: (1) initiate a return for the item you currently have (following the return process outlined in Section 3), and (2) once your return is approved and processed, place a separate purchase for the new item on our Shopify store. If the new item is of a different price, you will be responsible for paying the price difference, or we will refund the difference if the new item is lower in price (processed in accordance with Section 8).
Exchanges for defective, damaged or incorrect items are handled separately (as detailed in Section 4) and are subject to item availability. If the replacement item is out of stock, we will offer a full refund instead.

7. European Union 14-Day Cooling Off Period

Notwithstanding the above 30-day return policy, if your merchandise is being shipped into the European Union (EU), you have the statutory right to cancel or return your order within 14 calendar days of receiving the item(s), for any reason and without providing a justification. This right is in accordance with EU consumer protection regulations.
To exercise this right, you must contact our customer service team at service@marterke.shop within the 14-day period to notify us of your intent to cancel. The item(s) must still meet the return eligibility conditions (unworn, unused, with original tags and packaging) and you must provide proof of purchase. Return shipping fees for EU cooling off period returns are the responsibility of the customer, unless the item is defective, damaged or incorrect.

8. Refunds

Once we receive and inspect your returned item(s) (usually within 3-5 business days of delivery to our return address), we will notify you via email of the approval or rejection of your refund. If approved, the refund will be processed to your original payment method within 10 business days of approval.
Please note that the timing of the refund appearing in your account depends on your bank or credit card company's processing times, which are beyond our control. It may take 5-10 additional business days for the refund to be posted to your account, depending on your financial institution.
Refund amounts will include the original purchase price of the item(s) and any applicable sales taxes (where required by law). Shipping fees paid at the time of purchase are non-refundable, unless the return is due to a defective, damaged or incorrect item. In cases where a return is approved but the item is not in the required condition (e.g., missing tags, minor damage), we reserve the right to issue a partial refund (at our discretion, typically 50-80% of the purchase price) instead of a full refund.
If more than 15 business days have passed since we notified you of your refund approval and you have not received the refund, please contact our customer service team at service@marterke.shop with your order number and refund confirmation email for assistance.

9. Restocking Fees

A restocking fee of 15% of the item's purchase price will be deducted from your refund for the following scenarios:
  • Items returned without all original tags or packaging. 
  • Items that show signs of use, alteration, or damage (not caused by shipping or manufacturing defects). 
  • Returns that are approved but the item is not in resellable condition. 
This restocking fee covers the costs of inspecting, cleaning, and processing items that cannot be immediately resold. No restocking fee will be charged for returns of defective, damaged or incorrect items.