Refund policy
Marttilo, operated by GUANGZHOU LIUXING DATA TECHNOLOGY CO., LTD., offers a voluntary 30-day return policy for eligible purchases at marttilo.com. You may request a return within 30 calendar days of delivery, subject to the conditions below.
Return Eligibility
For a voluntary change-of-mind return, products must be unused, clean, and in their original condition, with all supplied parts, accessories, fittings, and components included. Please retain the original packaging and protective inserts where reasonably possible and provide your order number or another proof of purchase.
Opening packaging and reasonably inspecting a product does not by itself make it ineligible for return.
Greenhouses, garden beds, planters, and trellises should be free from soil, plant material, fertilizer residue, and signs of outdoor use. Products should not have been drilled, cut, painted, permanently installed, or otherwise altered.
Greenhouse covers and plant shelters should be free from cuts, punctures, stains, stretched fittings, and damage caused by installation or use. Carefully unfolding a cover to inspect its dimensions and condition does not by itself make it ineligible.
If limited assembly is reasonably necessary to inspect a product, contact us for guidance. Reasonable inspection does not automatically prevent a return. Fully installing, anchoring, filling, or using a product for growing plants generally goes beyond inspection under our voluntary policy.
For products sold as a set, please return all included pieces for a full change-of-mind refund. If only one component is faulty, damaged, or missing, contact us so we can arrange an appropriate solution without requiring unnecessary returns.
These conditions apply to voluntary returns. They do not restrict statutory inspection rights or remedies for faulty, damaged, incorrect, or misdescribed goods.
Requesting a Return
Before sending an item back, email [email protected] with your order number and the item you wish to return.
You may include your reason to help us assist you. A reason is not required when exercising an applicable statutory right of withdrawal.
Our registered company address and designated return address are the same:
ROOM 206-Z41, NO. 1302 BAIYUN AVENUE NORTH, BAIYUN DISTRICT, GUANGZHOU CITY, GUANGDONG PROVINCE, CHINA
Returns are sent to China and may require international shipping, depending on your location.
Please contact us first so we can identify your order and provide suitable packing and shipping instructions. Do not send your return to a different address printed on the original shipping label unless we specifically instruct you to do so.
For voluntary returns, please dispatch the goods within 14 calendar days after receiving our return instructions. Contact us if you need additional time. Applicable statutory deadlines take precedence, and delays in our response do not remove rights you exercised within the required period.
Contacting us first helps prevent delays or misdirected packages. Prior approval is not required where applicable law permits you to exercise a right by notifying us.
Preparing Your Return
Pack products securely using protective materials suitable for metal frames, wooden components, polycarbonate panels, plastic covers, and small fittings.
Where dismantling is necessary, follow the assembly instructions in reverse only when safe to do so. Do not cut or damage components to make them fit into a package. Contact us if safe dismantling or transport is difficult.
Keep screws, clips, connectors, and other small parts together in a sealed bag. Protect panel edges and separate components that could scratch or puncture each other during transport.
Include your order number inside the package and retain your shipping receipt. Tracked shipping is recommended. If a product originally arrived in several cartons, contact us to confirm how to identify and return each carton.
Return Shipping Costs
For change-of-mind returns, including personal preference, ordering an unsuitable size, or choosing a cover that does not fit your existing frame, you are responsible for the direct return shipping costs to our return address in China, except where applicable law requires otherwise.
Return costs depend on your location, carrier, package dimensions, and weight. Greenhouses, garden beds, and other large products may require multiple cartons or a freight service. International return transport can be substantial and may exceed the original delivery charge.
Where required by applicable law, estimated return costs for goods that cannot normally be returned by post will be disclosed before purchase. If required information was not provided, we will bear return costs to the extent required by law.
If an item is faulty, arrives damaged, is materially misdescribed, or was sent incorrectly, Marttilo will cover the necessary return transport costs. Contact us so we can arrange a prepaid label, collection, reimbursement of agreed reasonable costs, or another appropriate solution at no cost to you.
We do not charge restocking fees or deduct the original cost of free shipping from your refund.
Original delivery charges paid at checkout are generally non-refundable for voluntary change-of-mind returns, except where reimbursement is legally required. Where applicable withdrawal rights require reimbursement of standard delivery charges, we will provide it. Additional charges for an expressly chosen premium delivery service may be excluded where permitted by law.
For returns resulting from faulty goods or our fulfillment error, we will reimburse the applicable original delivery charges.
Damaged, Faulty, Incorrect, or Incomplete Products
Please inspect your order after delivery and contact [email protected] as soon as you discover damage, a defect, missing components, or an incorrect item.
Provide your order number, a description of the issue, and photographs where available. Photographs of the packaging, affected components, and carton labels may help us assess the problem. If photographs are unavailable, contact us to discuss another reasonable way to assess it.
Keep the item and packaging where reasonably possible while we arrange assistance. Do not assemble or continue using a product with damaged structural parts, sharp broken panels, unstable supports, or other potentially unsafe defects. We will not require you to dismantle or return an unsafe item without suitable arrangements.
Depending on the circumstances and your applicable rights, we will arrange replacement parts, repair, replacement, or a partial or full refund. You will not have to pay the necessary shipping costs to resolve a confirmed fault or our fulfillment error.
A missing component does not automatically require returning the complete product. We will discuss an appropriate remedy with you, subject to your statutory rights.
Natural wood grain, material texture, and finish variations described on the product page do not remove your right to a remedy if the product is faulty or materially different from its description.
Our voluntary 30-day period does not shorten any applicable legal guarantee or statutory claim period.
Refunds
For voluntary returns, we will inspect the goods and communicate the outcome within 7 business days of receiving the complete return. If a refund is declined or reduced, we will explain the reason. Any deduction will be made only where permitted by applicable law.
Approved refunds will be issued to your original payment method within 7 business days of approval, or sooner where required by law. Inspection and processing periods do not extend any mandatory refund deadline.
Where applicable law requires a refund based on evidence that goods have been dispatched, or requires reimbursement before our usual inspection process is complete, we will follow that requirement.
Refunds reflect the amount actually paid for the returned goods, including discounts applied at purchase. Delivery charges eligible for reimbursement under this policy or applicable law will also be included.
Your bank or payment provider may require additional time to display the refund after we issue it. If it has not appeared after we confirm issuance, contact [email protected] for assistance.
Exchanges
For a different product, size, color, or configuration, contact us first to confirm availability and exchange arrangements.
Before an exchange, we will explain any price difference and any shipping charges for which you would be responsible. Necessary costs arising from faulty or incorrectly supplied goods will be handled by Marttilo.
If an exchange is unavailable, you may make an eligible return and place a new order. This does not affect any statutory right to a replacement or another remedy.
Order Cancellations
To request cancellation, email [email protected] as soon as possible.
If your order has not shipped and we can stop fulfillment, we will cancel it and issue a full refund to your original payment method within 7 business days of confirming cancellation, or sooner where required by law.
If the order has already shipped, we will help you follow the applicable return process. Dispatch does not remove any statutory cancellation or withdrawal rights.
Statutory Consumer Rights
This policy applies to purchases made at marttilo.com wherever we accept orders. Our voluntary 30-day return policy is offered in addition to mandatory consumer rights.
Nothing in this policy excludes or restricts applicable cancellation or withdrawal rights, legal guarantees, or remedies for faulty, damaged, incorrect, incomplete, or misdescribed goods.
Where an applicable statutory cooling-off period applies, you may notify us of withdrawal without providing a reason. Any mandatory notification period, return period, delivery-charge reimbursement, or refund deadline takes precedence over our voluntary procedures.
Return conditions, shipping charges, deductions, and processing timelines apply only to the extent permitted by applicable law. Original packaging is not a mandatory condition for exercising statutory rights.
Discounted products follow the same return policy as other eligible products and are not excluded solely because they were purchased at a reduced price.