Returns & Refunds
Last updated: 21 October 2026
Changed your mind? 14-day right to cancel
You can cancel your order within 14 days without giving a reason. The 14 days start the day after you receive the products. If your order arrives in several parcels, they start the day after you receive the last one.
How to cancel. Tell us before the 14 days end by emailing info@martsella.com with your order number or by using the model cancellation form below. You do not have to use the form.
Sending the product back. After you tell us, we will email you the return address and instructions. Products are returned to our supply partner's warehouse, which may differ from our registered office. You must send the products back within 14 days of telling us you want to cancel.
Return costs. If you cancel because you changed your mind, the cost of returning the products is £7.00 per order, deducted from your refund.
Condition of products. You may handle the products as you would in a shop to check them. Please return them with all parts and instructions, and pack them securely, ideally in the original packaging. If a product's value has gone down because it was handled more than necessary (for example, installed or used), we may reduce your refund to reflect this.
Your refund. We will refund the price of the products and the standard delivery cost you paid, less the return cost above. If you chose a more expensive delivery option, we only refund the cost of standard delivery. We will refund you within 14 days of receiving the products back, or of receiving proof that you have sent them, whichever is earlier. If you cancel before dispatch, we will refund you within 14 days of your request. Refunds go to the original payment method.
Faulty, damaged or wrong products
If a product is faulty, damaged on arrival or not what you ordered, you are entitled to a remedy under the Consumer Rights Act 2015, and we cover all return costs:
- within 30 days of delivery: a full refund, including delivery costs;
- after 30 days and within 6 months: a repair or replacement; if that is not possible or does not fix the problem, a refund;
- after 6 months: a repair, replacement or partial refund, if you can show the fault was present at delivery. You can claim for up to 6 years (5 years in Scotland).
Contact us at info@martsella.com with your order number, a short description and photos of the product and packaging if possible. We will then send you return instructions.
Model cancellation form
Complete and return this form only if you wish to cancel the contract.
To: Martsym Trade Ltd, trading as Martsella, Suite 13079, 43 Bedford Street, London, WC2E 9HA, United Kingdom. Email: info@martsella.com
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
- Order number:
- Product(s):
- Ordered on / received on:
- Name of consumer(s):
- Address of consumer(s):
- Signature of consumer(s) (only if this form is sent on paper):
- Date: