Refund policy

Martlet 

Applicable Markets: United Arab Emirates (UAE) and Saudi Arabia (KSA)

Last Updated: 17 October 2026

At Martlet, customer satisfaction is important to us. We want you to feel confident when shopping with us. This policy explains how returns, refunds, and exchanges work for orders delivered to the United Arab Emirates and Saudi Arabia.

1. Return Period

United Arab Emirates (UAE): You may request a return within 7 days of receiving your order for eligible items, subject to the applicable consumer protection and e-commerce laws.

To qualify for a standard return, the item should:

  • Be unused, unworn, unwashed, and undamaged.

  • Have its original tags and packaging where applicable.

  • Be returned with proof of purchase or your order number.

  • Be requested within the applicable return period.

Items that have been worn, washed, altered, or damaged after delivery may not qualify for a change-of-mind return, except where applicable law requires otherwise.

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, incomplete, or different from the item you purchased, please contact us as soon as possible.

Please include:

  • Your order number.

  • A description of the issue.

  • Clear photographs or a video showing the problem, if available.

We will review your request and arrange an appropriate remedy, which may include a replacement, exchange, or refund, as required by applicable law.

For confirmed issues attributable to the product or our fulfilment process, Martlet will cover reasonable return shipping costs where required by law.

4. Non-Returnable Items

Certain items may be excluded from standard change-of-mind returns where permitted by law, including:

  • Personalised or custom-made products.

  • Hygiene-sensitive items that cannot lawfully be returned for hygiene reasons after their seal has been broken.

  • Items damaged through misuse or improper care after delivery.

These exclusions do not apply where a return, replacement, or refund is required by law, including for qualifying defective or incorrectly supplied products.

5. How to Request a Return

To start a return:

  1. Contact our customer support team using the contact details provided on our website.

  2. Provide your order number and reason for the return.

  3. Wait for return instructions and confirmation before sending the item back.

  4. Package the item securely and follow the return instructions provided.

Please do not send items to an address that has not been confirmed by our customer support team.

6. Return Shipping Costs

For eligible change-of-mind returns, the customer may be responsible for reasonable return shipping costs where permitted by law and disclosed before the return is arranged.

If an item is defective, damaged, incomplete, or incorrectly supplied, return shipping costs will be handled in accordance with applicable law.

Original shipping fees, customs charges, and other delivery-related charges will be assessed in accordance with applicable law and the circumstances of the return.

7. Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

Approved refunds will be issued to the original payment method where possible, or through another lawful method agreed with the customer.

We aim to process approved refunds within 7–14 business days after approval. Your bank, card issuer, or payment provider may require additional time to display the refund.

Any legally required refund deadlines take precedence over the processing estimate above.

8. Exchanges

If you need a different size or colour, contact us to check availability. Exchanges are subject to stock availability and applicable consumer rights.

If an exchange is unavailable, we will explain the available options, including a refund where required by law.

9. Orders in Transit and Delivery Issues

If your order has not yet been dispatched, contact us as soon as possible to request a cancellation.

Once an order has been dispatched, cancellation may depend on its delivery status and applicable law. Nothing in this section removes any legal cancellation or refund rights you may have.

If your order is delayed, lost, or not delivered as promised, please contact us so we can investigate and offer an appropriate solution.

10. Contact Us

For return, refund, or exchange requests, contact Martlet through the customer support email or contact form published on our website.

Please include your order number in all communications so we can assist you efficiently.

11. Policy Updates

Martlet may update this policy from time to time. The version published on our website will apply subject to applicable law and any mandatory consumer rights.

By placing an order, customers acknowledge that they have had the opportunity to review this policy. Nothing in this policy excludes or restricts any non-waivable consumer rights.

Thank you for shopping with Martlet.