Return, Exchange & Refund Policy
1. General Conditions
Martin and Ella will accept a product to be returned, provided the conditions explained in this policy are met.
We will offer a refund if we are unable to replace a defective or damaged product, but we must be contacted for that purpose. Please make sure you inspect your package upon receipt. If there are signs of damages to the product or courier packaging, please make sure you check the content before signing it off. As soon as you have signed for the shipment, the products have been accepted as is – so please make sure they are in good condition.
Refunds can only be obtained within 7 days of receiving the product. We will offer a refund (except for underwear, swimwear, puericulture products, items on sale, if the item has been used for commercial promotions or has been worn / used) if you have changed your mind about your order or if we sent you a wrong or defective product.
In order to obtain a full refund, all products must be returned in their original packaging, with the original and unremoved tags, with all enclosed documentation and the packaging cannot be broken or in any other way damaged – neither can the product – in other words the product must be ready to be resold. Martin and Ella reserves the right to decline a refund (partial or total) in case these conditions are not met.
Delivery and / or shipping costs are non-refundable. Furthermore, if a product is to be returned, the return shipping cost will be at the customer’s expense, unless the product is defective or if we have sent you the wrong product, in which case we will bear the cost of shipping. However, please note that the products integrity is your responsibility until the same reaches our warehouse. Please ensure you pack the return safely to prevent any damage to the product(s) or the product original packaging.
2. Defective Products
Martin and Ella take great care to ensure that your products are packed carefully to arrive perfectly and in their original condition at your destination. However, in the unlikely event that your products arrive damaged, please contact us within 7 days on firstname.lastname@example.org, and we will work out the best way to rectify the situation.
This does not include damages caused by misuse of the products or failure to follow correct washing and care instructions.
In the event that you have received a damaged product, we will try hard to replace it for you. If it’s not possible or if the product is no longer available, then a full refund will be offered.
3. Return a Product
Before sending the product(s) to us, send us an email with your name, order number and phone number. Once we acknowledge your message and your return request, please return the product(s) to us and place in the courier service or postal service package the respective information so that we can track and trace your return.
Our returns address is:
Martin and Ella Store
Wasl Square, Block 1, Shop 6
Al Wasl Road, Al Safa 1
Dubai, United Arab Emirates
Tel: +971 (0)4 223 3366
We highly recommend returning any product(s) via a registered courier, tracked postal service as Martin and Ella cannot be held responsible for returned product(s) that are lost or damaged in transit. Customer assumes full responsibility for returning the product(s) including any shipping costs incurred, except for the situations listed above.
Once we have received the returned product(s), we will inspect the condition and if eligible we will initiate the process to refund you within 48 hours. A refund for the price of the product(s) (and if applicable the shipping costs) will be credited within 14 days from when the product(s) have been returned, inspected and found in their original condition.