Refund policy
Effective Date: January 20 2026
At Martie, each of our products is custom-made and personalized specifically for you. Due to the bespoke nature of these items, we maintain a strict policy regarding returns and exchanges.
1. Final Sale Policy
All personalized, custom-made, or made-to-order items are considered Final Sale. Once an order has been placed and the personalization process has begun, the order cannot be canceled, returned, or exchanged for a refund or store credit.
2. Accuracy of Information
It is the responsibility of the customer to ensure that all personalization details - including but not limited to spelling, dates, colors, and design choices - are entered correctly at the time of purchase. Martie will not be held liable for errors made by the customer during the ordering process.
3. Damages and Manufacturing Errors
We take great pride in our craftsmanship. If you receive an item that is damaged during transit or contains a manufacturing error (e.g., the personalization does not match the information provided in your order), please contact us within 48 hours of delivery.
To report an issue: Please email hello@martieco.com with your order number and clear photographic evidence of the damage or error.
Resolution: If a manufacturing error is verified, we will provide a replacement of the same item at no additional cost to you.
4. Variations in Natural Materials
Please note that because our products are both printed and hand-crafted, there may be slight variations in color, texture, or finish. These variations are not considered defects and do not qualify for a replacement or refund.
5. Shipping
Shipping costs are non-refundable. In the event that a replacement is authorized due to a manufacturing error, Martie will cover the shipping costs for the replacement item.