Refund policy
Last Updated: October 19, 2026
Thank you for shopping at Martvexa.
At Martvexa, we are committed to providing a transparent, fair, and reliable shopping experience. We understand that sometimes a product may not meet your expectations, and we aim to make the return and refund process as straightforward as possible.
This Return & Refund Policy explains the conditions, procedures, and responsibilities associated with returning Christmas decorations, seasonal home décor, Christmas tree accessories, holiday stockings, and other products purchased from https://martvexa.com.
1. Return Eligibility
Martvexa accepts eligible return requests within 30 days after delivery.
To qualify for a return, the following conditions generally apply:
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The return request must be submitted within 30 days after the order has been delivered.
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The product must be unused, undamaged, and in substantially the same condition as when it was received.
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Original packaging should be included where applicable.
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All original accessories, components, and included documentation must be returned.
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Customers must provide valid proof of purchase, such as an order number or order confirmation email.
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The return must follow the instructions provided by our customer support team.
Products that have been used, intentionally damaged, materially altered, or returned incomplete may not qualify for a standard change-of-mind refund unless otherwise required by applicable law.
2. How to Request a Return
Customers must contact Martvexa customer support before returning any products.
Customer Support Email: [email protected]
Please provide the following information:
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Your order number
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Your full name
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The product you wish to return
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The reason for your return request
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Clear photographs if the product is damaged, defective, or incorrect
Our customer support team will review your request and provide return authorization and shipping instructions if your return is eligible.
Authorized Return Address
Martvexa's designated return receiving address is located in Guangzhou, Guangdong Province, China.
Return Recipient: Martvexa
Street Address: Shop 102, No. 11 Minghua Street, Shiling Town, Huadu District
City: Guangzhou
Province: Guangdong
Country/Region: China
Customers returning products from outside China may need to arrange international return shipping.
Please contact our customer support team before shipping your return to confirm the complete shipping details, including the required recipient information and postal code.
Do not send products without prior return authorization.
Unauthorized returns may experience processing delays or delivery difficulties.
3. Damaged, Defective, or Incorrect Products
Please inspect your order upon delivery.
If you receive a product that is damaged, defective, incorrect, or materially different from the product ordered, contact us as soon as reasonably possible.
Email: [email protected]
Please include:
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Your order number
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A description of the issue
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Photographs of the affected product
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Photographs of the packaging, where available
Our customer support team will review the information and determine an appropriate resolution.
Depending on the circumstances and applicable law, the resolution may include:
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A replacement product
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A full or partial refund
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Another appropriate remedy
If a return is required because Martvexa supplied a damaged, defective, or incorrect product, Martvexa will cover reasonable return shipping costs where applicable.
Customers should contact us before arranging return shipping so that appropriate instructions can be provided.
Nothing in this policy limits any statutory consumer rights relating to defective, damaged, or misdescribed products.
4. Return Shipping Costs
Return shipping responsibilities depend on the reason for the return.
Returns Caused by Martvexa
If a product is confirmed to be damaged, defective, or incorrect, Martvexa will cover reasonable return shipping costs where a return is required.
Our customer support team will provide the appropriate return instructions.
Customer-Initiated Returns
For eligible returns resulting from:
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Change of mind
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Personal preference
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Incorrect product selection
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An unwanted product
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Other reasons not caused by Martvexa
The customer is responsible for return shipping costs unless otherwise required by applicable law.
International Return Shipping
Our designated return receiving address is located in China.
Customers returning products from the United States, Canada, Australia, New Zealand, or other countries may be required to arrange international return shipping to China.
International return shipping costs depend on the shipping carrier, package weight, dimensions, shipping service, and country of origin.
For customer-initiated returns, international return shipping costs are the customer's responsibility unless otherwise required by applicable law.
Any applicable customs documentation or shipping requirements should be confirmed with the selected carrier before dispatch.
Original shipping charges may not be refundable for change-of-mind returns unless otherwise required by applicable law.
5. Return Shipping Instructions
After your return request has been approved, our customer support team will provide the necessary shipping instructions.
Customers should:
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Securely package the product to prevent damage during transportation.
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Include all required accessories and components.
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Follow the return instructions provided by Martvexa.
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Use a shipping service that provides tracking information.
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Retain proof of shipment until the return has been completed.
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Provide the tracking number to our customer support team when available.
Customers should not ship returns using cash-on-delivery services unless expressly authorized by Martvexa.
For customer-initiated returns, customers are responsible for arranging suitable return transportation.
If a return is required because of a confirmed Martvexa error, our customer support team will provide instructions regarding the applicable shipping arrangements and costs.
6. Return Inspection and Approval
Once an authorized returned product has arrived at our designated return receiving address, we will inspect the item to determine whether it meets the applicable return conditions.
The inspection may include checking:
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The condition of the product
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The completeness of the returned items
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The presence of required accessories
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Any reported damage or defects
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Compliance with the approved return instructions
After the inspection, we will notify you whether the refund has been approved or rejected.
If additional information is required, our customer support team may contact you using the information associated with your order.
7. Refund Processing
Once an eligible return has been received, inspected, and approved, Martvexa will normally process the refund within 5 business days.
Approved refunds will be issued to the original payment method used for the purchase unless otherwise required by applicable law.
Please note:
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Refund processing begins after the return has been approved, subject to applicable legal requirements.
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Banks, credit card issuers, and payment providers may require additional time to post the refunded amount.
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The time required for the funds to appear in your account may vary depending on your payment provider.
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Where applicable law requires an earlier refund or a different procedure, the legal requirement will apply.
If you have questions about the status of an approved refund, please contact [email protected].
8. Exchanges
If you would like to exchange an eligible product, please contact our customer support team.
Email: [email protected]
Exchange availability depends on current inventory and product availability.
In some circumstances, we may recommend returning the original product and placing a new order for the preferred replacement.
If the exchange request concerns a damaged, defective, or incorrect product, we will review the circumstances and provide an appropriate resolution in accordance with applicable law.
9. Non-Returnable Products
Products may not qualify for a standard change-of-mind return if they:
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Have been used
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Have been intentionally damaged
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Have been materially altered after delivery
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Are missing essential components or accessories
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Are returned outside the applicable return period without authorization
These restrictions do not exclude or limit any statutory rights relating to defective, damaged, or misdescribed products.
10. Order Cancellations
If you wish to cancel an order, please contact our customer support team as soon as possible.
Email: [email protected]
Please provide your order number and cancellation request.
We will review whether the order can still be canceled.
Cancellation cannot be guaranteed once an order has entered processing or has been dispatched.
If an order has already shipped, you may need to wait until delivery and follow the applicable return procedure.
Approved cancellation refunds will be issued to the original payment method, subject to applicable law.
11. Lost or Missing Packages
If your package has not arrived within the estimated delivery timeframe, or tracking information indicates a possible delivery problem, please contact our customer support team.
Email: [email protected]
Please include your order number and any available tracking information.
We may coordinate with the relevant shipping carrier or fulfillment provider to investigate the shipment.
If a package is confirmed lost, we will review the circumstances and provide an appropriate resolution, including a replacement or refund where appropriate under applicable law.
For additional delivery information, please refer to our Shipping Policy.
12. Holiday and Seasonal Products
Martvexa specializes in Christmas decorations, seasonal home décor, and holiday accessories.
Eligible seasonal products are subject to the same 30-day return request period after delivery, unless a different condition is clearly disclosed on the individual product page and permitted by applicable law.
The fact that a holiday or seasonal event has passed does not, by itself, remove eligibility for a return that otherwise meets this policy.
All returns must satisfy the applicable eligibility requirements outlined above.
13. Customer Support and Contact Information
For questions regarding returns, refunds, exchanges, cancellations, damaged products, incorrect orders, or return shipping arrangements, please contact:
Store Name: Martvexa
Website: https://martvexa.com
Customer Support Email: [email protected]
Return Receiving Address:
Shop 102, No. 11 Minghua Street, Shiling Town, Huadu District, Guangzhou, Guangdong, China
Return Destination Country: China
Please include your order number and a description of your request when contacting our customer support team.
Customers must obtain return authorization before sending any products to the designated return receiving address.
14. Policy Updates
Martvexa may update this Return & Refund Policy to reflect changes in our business operations, fulfillment arrangements, customer service procedures, or applicable legal requirements.
Any updates will be published on this page with a revised effective date.
Changes will not override any mandatory consumer rights or legal protections applicable to purchases already made.
Nothing in this policy excludes or limits consumer rights that cannot lawfully be restricted.
For questions regarding this policy, please contact [email protected].