Refund policy
This Return and Refund Policy applies to purchases made through www.marterraelements.com. The purpose of this policy is to clearly explain our return conditions, refund process, and any applicable fees in a transparent and fair manner.
Return eligibility, refund amounts, and applicable fees may vary depending on the product and supplier. Customers are encouraged to review this policy carefully before placing an order.
Return Eligibility
Customers in the United States may request a return within 30 days of delivery, subject to the conditions outlined below.
To be eligible for a return:
- Items must be unused, undamaged, and in original condition
- Original packaging, labels, and included accessories must be intact
- Proof of purchase is required
Return eligibility may vary depending on the product type and supplier.
Return Process
To request a return, customers must contact support@marterraelements.com within 30 days of delivery and provide their order number along with the reason for the return.
If the return request is approved, return instructions will be provided. Return methods and instructions may vary depending on the product and supplier.
In some cases, a prepaid return shipping label may be provided. Where applicable, instructions for downloading and printing the label will be sent via email.
Returns sent without prior authorization may not be accepted.
Return Shipping Costs
Unless otherwise stated:
- Customers are responsible for return shipping costs
- Original shipping fees are non-refundable
If an item arrives damaged, defective, or incorrect, return shipping costs will be covered by Marterra Elements LLC or the applicable supplier.
Refunds & Restocking Fees
Change-of-Mind Returns
Returns requested for reasons other than damage, defect, or incorrect item may be subject to a restocking fee of up to 20%, depending on the product and supplier.
Refunds are issued to the original payment method after the returned item is received and inspected.
Damaged or Defective Items
If an item arrives damaged or defective:
- Contact us within 48 hours of delivery
- Provide clear photos or videos showing the issue
After verification, we will offer either a replacement or a refund at no additional cost, depending on product availability.
Incorrect Item Received
If you receive an incorrect item, please contact us promptly. After verification, we will arrange a replacement or issue a refund at no additional cost.
Lost or Undelivered Orders
If your order does not arrive within the estimated delivery timeframe, please contact us. We will investigate with the carrier and, if the order is confirmed lost, we will offer a replacement or a refund.
Non-Returnable Items
The following items are not eligible for return or refund unless required by law:
- Custom or personalized products
- Perishable goods
- Intimate or sanitary items once opened
- Gift cards
Refund Processing
Approved refunds are issued to the original payment method.
Refund processing time:
- Up to 7 business days after inspection and approval
- Additional time may be required by your bank or payment provider
Partial refunds may apply if items are returned used, damaged, incomplete, or outside the return window.
Exchanges
Exchanges are offered only for defective, damaged, or incorrect items and are subject to product availability.
Policy Limitations
This policy applies only to purchases made directly through www.marterraelements.com and does not affect statutory consumer rights under applicable U.S. law.
Policy Updates
We reserve the right to update or modify this Return and Refund Policy at any time. Changes take effect immediately upon posting on our website. Customers are encouraged to review this policy periodically.
Contact Information
For questions regarding returns or refunds, please contact us:
Email: support@marterraelements.com
Customer Service Hours:
Monday – Friday, 8:00 AM – 4:00 PM (EST)