Refund policy

At House of Martisha, customer satisfaction is important to us. We take great care in preparing and inspecting every order before shipment. If there is an issue with your purchase, our team will work with you to find a fair and timely resolution.

Returns & Exchanges

If you would like to request a return or exchange, please contact us within 3 days of receiving your order.

To qualify for a return or exchange:

  • The item must be unused, unworn, and in its original condition.
  • All original tags, packaging, accessories, and included materials must be returned.
  • Return or exchange requests must be reviewed and approved by our customer support team before the item is shipped back.

If the return is the result of an item arriving damaged, defective, or incorrect, we will work promptly to resolve the issue and may reimburse eligible return shipping costs where applicable.

For returns not related to product defects or fulfillment errors, customers are responsible for return shipping expenses. Exchanges will be processed after the returned item has been received and successfully inspected.

Damaged, Defective, or Incorrect Items

While every order is carefully inspected before dispatch, we understand that issues can occasionally occur during transit.

If you receive an item that is damaged, defective, or incorrect, please contact us within 10 days of delivery.

To help us investigate your claim, please provide:

  • Clear photographs of the item and packaging.
  • Your order number.
  • Any relevant details regarding the issue.

Please retain all original packaging materials, including the shipping box and packing slip.

For claims involving missing items, we may request an unboxing video showing the package being opened upon delivery. This helps us verify the issue and provide the most appropriate resolution.

Once reviewed, our team will determine the best available solution, which may include a replacement, exchange, store credit, or refund where appropriate.

How to Request a Return

To initiate a return or exchange request, please contact our support team with:

  • Your order number.
  • The item(s) you wish to return or exchange.
  • A brief explanation of the reason for your request.

If approved, we will provide detailed return instructions along with the appropriate return address.

For your protection, we strongly recommend using a tracked shipping service when returning merchandise, as House of Martisha cannot be responsible for returns lost during transit.

Refunds

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

If your refund is approved:

  • A full refund will be issued for orders involving damaged, defective, or incorrectly shipped items.
  • For approved discretionary returns, original shipping charges and return shipping costs may be deducted from the refund amount where applicable.
  • Refunds will be issued to the original payment method used during checkout.

Please allow additional processing time depending on your payment provider or financial institution.

Sale & Promotional Items

Products purchased during clearance events, promotional campaigns, limited-edition releases, or special sale periods may not be eligible for refunds unless they arrive damaged, defective, or incorrect.

Order Changes & Cancellations

We understand that circumstances may change after an order is placed.

If you need to modify or cancel an order, please contact us as soon as possible. While we will make every effort to accommodate your request, changes or cancellations cannot be guaranteed once an order has entered processing, packaging, or fulfillment.

Shipping Address Accuracy

Customers are responsible for ensuring that all shipping information provided at checkout is complete and accurate.

House of Martisha cannot be held responsible for orders that are delayed, lost, returned, or undeliverable due to incorrect, incomplete, or outdated address information supplied by the customer.

International Orders

As we proudly serve customers worldwide, international orders may be subject to customs inspections, import duties, taxes, and local regulations specific to the destination country.

These charges, if applicable, are the responsibility of the customer.

If a shipment is returned due to refusal of delivery, failure to pay customs charges, incomplete customs documentation, or an incorrect shipping address, any associated shipping, handling, customs, or return fees may be deducted from an eligible refund.

Contact Us

If you have any questions regarding your order, shipping, returns, exchanges, or refunds, our support team is always happy to assist.

Email: connect@shopmartisha.com or connect@houseofmartisha.com

We strive to respond to all inquiries as quickly as possible and are committed to providing a smooth and enjoyable shopping experience.

Thank you for choosing House of Martisha. We sincerely appreciate your support and the trust you place in our brand.