Return and Refund Policy
At Martspot Ltd, we want you to be completely satisfied with your purchase. We understand that sometimes items aren’t quite right, and we’re here to help make returns and refunds as straightforward as possible. This policy outlines your rights and our procedures for returns, refunds, and cancellations, in compliance with GB consumer law.
Our Commitment to You
We are committed to providing you with high-quality tote bags and excellent customer service. Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy.
Right to Cancel (Cooling-off Period)
Under GB consumer law, you have a statutory right to cancel your order and return items within 14 days without giving any reason. This “cooling-off period” starts from the day you receive your goods.
At Martspot Ltd, we go further by offering an extended return window:
Our 30-Day Return Window
You have 30 days from the date you receive your item(s) to initiate a return. To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging with all tags still attached.
Eligibility for Returns
To be eligible for a return:
- The item must be unused and in its original condition.
- It must be in its original packaging with all tags, labels, and accessories intact.
- The return must be initiated within 30 days of receiving your order.
- The item must have been purchased directly from Martspot Ltd via https://martspot.co.uk.
How to Initiate a Return
To start a return, please contact our customer service team:
Please provide your order number and the reason for the return. Our team will guide you through the process and provide you with a prepaid return shipping label.
Return Shipping
Once your return request is approved, we will provide you with a prepaid return shipping label. You will not be responsible for the cost of return shipping. Simply attach the label to your package and drop it off at the designated courier location.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment (Google Pay or Stripe) within 7-10 business days. Please remember that it can take some time for your bank or payment provider to process and post the refund.
Exchanges
We currently do not offer direct exchanges. If you wish to exchange an item, please return the original item for a refund following the process above, and then place a new order for the item you desire.
Damaged or Faulty Items
In the unlikely event that you receive a damaged or faulty item, you have strong rights under the Consumer Rights Act 2015. Goods must be of satisfactory quality, fit for purpose, and as described.
If your item arrives damaged or develops a fault within a reasonable timeframe, please contact us immediately at support@martspot.co.uk or +44 20 3995 5692. We will arrange for a return, replacement, or full refund, including return shipping costs. We may ask for photographic evidence of the damage or fault.
Non-Returnable Items
For hygiene and safety reasons, certain items are generally non-returnable. However, for our primary product niche (Tote Bags), this is unlikely to apply unless the item has been used or is not in its original condition. Items must be returned as new.
Order Cancellation
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at support@martspot.co.uk or +44 20 3995 5692. If your order has not yet entered the shipping process, we will be able to cancel it and issue a full refund. If the order has already been dispatched, you will need to follow our standard return process.
Shipping Information
- Order Processing Time: We typically process orders within 1-2 business days.
- Shipping Rates & Times: Standard Shipping (3-7 business days) is free on all orders.
- Shipping Region: Martspot Ltd currently ships only within the United Kingdom (GB). We do not offer international shipping at this time.
Accepted Payment Methods
We securely accept payments via:
Customer Service Hours
Our customer service team is available to assist you during the following hours:
- Monday – Friday: 9:00 AM – 5:00 PM EST
Contact Us
If you have any questions about our Return and Refund Policy, please don’t hesitate to contact us:
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