At Marterra Elements, your satisfaction is at the heart of everything we do.
If something isn’t quite right, we’re here to make it right — simply and fairly.
Contact Us
Our Customer Care team is happy to assist you.
📧 Email: support@marterraelements.com
📞 Phone: +1 (844) 840-0414
🕘 Hours: Monday–Friday, 9 AM – 5 PM EST
Return Eligibility
You may return your purchase within 30 days of receiving it if it meets the following conditions:
- The item is unused, undamaged, and in its original packaging.
- All labels and tags are intact.
- Proof of purchase (order confirmation or receipt) is provided.
To initiate a return, simply email us with your order number and reason for return.
Once reviewed, we’ll share next steps and, if needed, a Return Authorization Number.
Return Shipping
- Please ship your return within 7 days of receiving authorization.
- Use a trackable carrier (USPS, UPS, or FedEx).
- Keep your tracking information until your return is confirmed.
- Customers are responsible for return shipping unless the item arrived damaged, defective, or incorrect.
Refunds
- Refunds are issued to your original payment method once the item passes inspection.
- Please allow 5–7 business days for processing, plus additional time for your bank to post the funds.
- Partial refunds may apply if items are returned beyond 30 days or not in original condition.
Special Situations
- Change of Mind: Returns accepted within 30 days with a 20% restocking fee.
- Damaged or Defective Items: Contact us within 7 days of delivery with photos or videos. We’ll arrange a replacement or full refund, including shipping.
- Incorrect Product Received: Notify us immediately — we’ll send a prepaid label and ship the correct item at no cost.
- Order Not Delivered: If your order doesn’t arrive within the estimated timeframe, we’ll investigate with the carrier and offer a replacement or refund.
Cancellations
- Cancel within 24 hours of placing your order for a full refund.
- After shipment, please follow the standard return process.
Non-Returnable Items
For health and safety reasons, we cannot accept returns on:
- Custom or personalized items
- Perishable goods
- Intimate or sanitary products (unless unopened)
- Gift cards or digital downloads
Exchanges
We’re happy to replace defective, damaged, or incorrect products at no additional cost.
Please email support@marterraelements.com with your order number and photos (if applicable).
Note:
This policy does not affect your statutory consumer rights under applicable U.S. law.
