Refund policy
Martbika, operated by De'an County Quande E-Commerce Co., Ltd., is committed to providing a fair and reliable shopping experience. Please review our return and refund policy below.
1. Return Eligibility
We accept return requests within 30 calendar days of delivery. Items must be unused, in their original condition, and include their original packaging, tags, accessories, and components where applicable. Proof of purchase is required.
For cushion covers, decorative objects, sculptures, vases, planters, and other eligible products, items should be returned in a condition suitable for inspection and resale unless the return concerns a defect, damage, or fulfillment error.
These conditions do not limit your statutory rights regarding defective, damaged, or incorrect products.
2. How to Request a Return
To request a return, contact [email protected] with your order number, product details, and reason for return.
Our team will review your request and provide return instructions and the appropriate return address. Please do not return items without contacting us first.
We aim to respond to return inquiries within 1–2 business days, excluding weekends and public holidays.
3. Damaged or Incorrect Items
If your item arrives damaged, defective, or incorrect, please contact us promptly with your order number and photographs where reasonably available.
For fragile products such as vases, decorative planters, sculptures, or other breakable decorative items, photographs of the product and shipping packaging may help us review the issue more efficiently.
Once the issue has been verified, we will arrange an appropriate replacement or refund at no additional cost, in accordance with applicable law.
If a product is missing components, accessories, covers, inserts, or other items included in the original purchase, please contact our customer support team so we can review the issue and provide an appropriate resolution.
4. Return Shipping Costs
For returns due to a change of mind or personal preference, customers are responsible for return shipping costs to our designated return address in De'an County, Jiujiang, Jiangxi Province, China, unless otherwise required by applicable law.
If an item arrives damaged, defective, or incorrect, please contact us at [email protected].
For confirmed product defects, shipping damage, or fulfillment errors, Martbika will cover reasonable return shipping costs or arrange an appropriate resolution.
Customers should contact our support team before arranging return shipments to ensure they receive the correct return instructions.
We recommend using suitable protective packaging when returning fragile decorative products to help prevent additional damage during transportation.
5. Refund Processing
Once returned items are received at our designated return address, we will inspect them and notify you of the refund approval or rejection within 3–5 business days.
If additional information is required, we will contact you within this period.
Approved refunds will be issued to the original payment method within 5–10 business days after approval.
Additional processing time may be required by banks or payment providers, subject to applicable legal requirements.
If you have not received an approved refund after the stated processing period, please contact our customer support team for assistance.
6. Non-Returnable Items
Personalized or custom-made products, gift cards, and other products specifically identified as non-returnable before purchase may be excluded from change-of-mind returns where permitted by law.
Items that have been used, washed, altered, stained, damaged after delivery, or modified in a manner that prevents resale may also be ineligible for standard change-of-mind returns.
Cushion covers or other textile products showing signs of use, washing, odors, stains, or alteration may be subject to review before a return is approved.
Decorative objects, sculptures, vases, planters, and other fragile products damaged after delivery through improper handling or use may also be ineligible for standard change-of-mind returns.
Products returned without their original packaging, tags, accessories, inserts, or included components may be subject to review before a return can be approved.
These exclusions do not affect applicable statutory consumer rights concerning defective, damaged, or incorrect products.
7. Order Cancellations
To cancel an order, contact [email protected] as soon as possible.
Orders may be canceled before shipment if processing allows.
Once an order has shipped, cancellation may no longer be possible. Customers may request a return after delivery, subject to this policy and applicable consumer rights.
If an eligible order is successfully canceled before shipment, any payment already collected will be refunded to the original payment method.
8. Exchanges
Exchanges are subject to product availability and return eligibility.
If you would like to exchange an eligible item for a different available size, color, pattern, style, design, or other product option, please contact our customer support team before returning the original product.
For verified defective, damaged, or incorrect items, Martbika will cover reasonable replacement shipping costs.
For exchanges requested due to personal preference, customers may be responsible for return shipping costs unless otherwise required by applicable law.
If the requested replacement item is unavailable, our customer support team will discuss the available options with you.
9. Return Address
Approved returns must be sent to our designated return address in China:
De'an County Quande E-Commerce Co., Ltd.
Room 15006, Science and Technology Innovation Center Building, High-Tech Industrial Park, De'an County, Jiujiang, Jiangxi Province, 330400, China
(Cluster Registration No. AQ-091)
Postal Code: 330400
Before returning an item, please contact [email protected] to obtain return authorization and instructions.
Our customer support team will provide return authorization and detailed shipping instructions for the return address listed above.
Please do not send products to the return address without prior authorization, as unauthorized returns may result in processing delays.
10. Customer Support
Brand Name: Martbika
Email: [email protected]
Official Website: https://martbika.com
Service Hours: Monday–Friday, 9:00 AM–6:00 PM (UTC+8)
We aim to respond to customer inquiries within 1–2 business days, excluding weekends and public holidays.
If you have questions about product eligibility, returns, exchanges, refund processing, return shipping arrangements, or the return of fragile or textile products, please contact our customer support team.
We are committed to providing clear information and reasonable assistance throughout the return and refund process.