Return and Refund Policy
Effective Date: October 31, 2025
1. Scope and Intent
This Return and Refund Policy applies to all purchases made through the Marterra Elements LLC website located at www.marterraelements.com
Our return and refund policy is visible from every page of our website. Customers can review all return and refund terms without adding products to the cart or initiating checkout.
2. Contact Information
For questions about returns or refunds, please contact our Customer Service team:
Email: support@marterraelements.com
Hours: Monday–Friday, 8:00 AM – 4:00 PM EST
3. Return Eligibility
Customers in the United States may return items within 30 days of receipt, subject to the conditions below.
3.1 Conditions for Return
Items must be unused, undamaged, and in the same condition received.
Items must be in their original packaging, with all labels and tags attached.
A receipt or order confirmation is required to process returns.
4. Return Process
4.1 Initiating a Return
To start a return, contact us at support@marterraelements.com, within 30 days of receiving your order.
Provide your order number and reason for return.
After review, we will provide return instructions and, if applicable, a Return Merchandise Authorization (RMA) number.
4.2 Preparing Your Return
Item must be in its original packaging.
Include all accessories, manuals, and free gifts (if applicable).
Insert your return authorization form and any supporting documentation.
Attach the provided return shipping label clearly to the outside of the package.
4.3 Shipping the Return
Ship the package within 7 days of receiving return authorization.
Use a trackable shipping method (USPS, UPS, or FedEx).
Keep your tracking information until your return is confirmed.
5. Return Shipping Costs
Customers are responsible for return shipping costs unless the product arrived damaged, defective, or incorrect.
6. Specific Return and Refund Conditions
6.1 Returns Due to Change of Mind
Return requests must be made within 30 days of receipt.
A 20% restocking fee applies.
The product must meet all return conditions listed in Section 3.1.
Refunds are issued to the original payment method once approved.
6.2 Defective or Damaged Goods
Contact us within 48 hours of delivery.
Provide clear photos or videos of the damage or defect.
We will arrange a replacement or a full refund, including return shipping.
6.3 Incorrect Product Received
Notify us immediately upon receipt.
We will provide a prepaid label for the return and ship the correct item at no extra cost.
6.4 Product Never Arrived
Contact us if your order does not arrive within the estimated delivery timeframe.
We will initiate an investigation with the carrier.
If confirmed lost, we will offer a replacement or full refund.
6.5 Order Cancellation
Before shipment: You may cancel within 24 hours of placing your order for a full refund, if your order has not been processed yet.
After shipment: Follow the standard return process once the product arrives.
7. Exceptions to the Return Policy
The following items are non-returnable and non-refundable:
Custom or personalized products.
Perishable goods (e.g., food, flowers).
Intimate or sanitary items (e.g., swimwear, undergarments, personal care items) unless unopened and unused.
Gift cards or downloadable digital products.
8. Refunds
8.1 Refund Conditions
Refunds are approved after inspection and confirmation that return conditions have been met.
You will be notified via email of approval or rejection.
8.2 Refund Processing
Refunds are issued to the original payment method.
Processing time: 5–7 business days after return approval.
Depending on your bank or credit card provider, funds may take additional time to appear in your account.
8.3 Partial Refunds
Partial refunds may apply if:
Returned items are not in original condition.
Items are missing components not due to our error.
Returns are made beyond the 30-day window.
9. Exchanges
We replace defective, damaged, or incorrect items at no cost.
To request an exchange, email support@marterraelements.com with your order number and photos (if applicable).
10. Timelines
Return Window: 30 days from delivery.
Return Processing: Within 5–7 business days after item inspection.
Refund Posting: Up to 7 business days depending on your payment provider.
11. Legal Rights
This policy does not affect your statutory consumer rights under applicable U.S. law.
12. Questions and Support
For additional support or inquiries:
Email: support@marterraelements.com
Customer Support Hours: Monday – Friday, 8:00 AM – 4:00 PM (EST)
Website: www.marterraelements.com
Note: By making a purchase on our Website, you agree to this Return and Refund Policy.