Refund policy

1. Introduction

Thank you for shopping at Marttizo.

At Marttizo, we aim to provide a convenient and reliable shopping experience for customers purchasing our Table Lamps, Floor Lamps, Ceiling Lighting, and related lighting products.

We understand that sometimes a product may not meet your expectations or an issue may occur during delivery. This Return & Refund Policy explains the conditions, procedures, and requirements for requesting returns, exchanges, and refunds.

If you have any questions regarding your purchase, please contact our customer support team at service@marttizo.com.

2. Return Eligibility

We offer a 30-day return period from the date your order is delivered.

To be eligible for a return, the following conditions must be met:

  • The return request must be submitted within 30 days of receiving the order.

  • The product must be unused, uninstalled, and in its original condition.

  • The item must be returned with its original packaging, including all accessories, components, instructions, and installation hardware supplied with the product.

  • The product must not show signs of damage caused by improper handling, installation, modification, or misuse.

  • Proof of purchase, such as an order number or order confirmation, must be provided.

Lighting products that have been installed, assembled for prolonged use, modified, or damaged after delivery may not qualify for a return unless they are defective or otherwise eligible under applicable consumer protection laws.

All return requests are subject to review based on the conditions outlined in this policy.

3. How to Request a Return

If you would like to return an item, please follow these steps:

Step 1: Contact Customer Support

Send an email to service@marttizo.com within 30 days of receiving your order.

Please include:

  • Your full name

  • Order number

  • Email address used for the purchase

  • Product name

  • Reason for the return

  • Relevant photographs, if the item is damaged, defective, or incorrect

Step 2: Return Request Review

Our customer support team will review your request and determine whether the product meets the applicable return requirements.

If your return is approved, we will provide instructions for returning the item, including the appropriate return shipping address.

Step 3: Package Your Item

Carefully pack the product using its original packaging whenever possible.

For fragile lighting products, please ensure that glass shades, bulbs, metal components, electrical accessories, and other delicate parts are securely protected during transportation.

Step 4: Ship the Return

Send the package to the designated return address provided by our customer support team.

We recommend using a trackable shipping service and keeping your shipping receipt until the return has been completed.

Important: Do not send returned products directly to our registered business address without receiving return authorization and instructions.

4. Damaged, Defective, or Incorrect Items

We take product quality and order accuracy seriously.

If your order arrives damaged, defective, incomplete, or different from the product you ordered, please contact us at service@marttizo.com as soon as possible after delivery.

To help us assess the issue, please provide:

  • Your order number

  • A description of the problem

  • Clear photographs showing the product and affected areas

  • Photographs of the packaging, where relevant

  • Details of any missing or incorrect components

Once the issue has been reviewed, we may offer an appropriate solution, such as:

  • Replacement of the affected item

  • Replacement of missing or damaged components

  • A refund

  • Another suitable resolution agreed upon with the customer

Where the issue results from our error or a confirmed product defect, Marttizo will cover reasonable return shipping costs when a return is required.

Please do not attempt to install or operate an electrical lighting product that appears damaged or unsafe.

5. Non-Returnable Items

Certain products may not be eligible for return due to their condition or the circumstances of purchase.

These may include:

  • Products returned outside the applicable return period

  • Items that have been used, installed, modified, or damaged by the customer

  • Lighting fixtures with missing essential components or accessories

  • Products damaged due to improper electrical installation or misuse

  • Personalized or custom-made lighting products, where the applicable exclusion was disclosed before purchase

  • Items identified as final sale or non-returnable before purchase, where permitted by law

  • Products returned without prior authorization when authorization is reasonably required to process the return

These exclusions do not limit any mandatory consumer rights that apply to defective, misdescribed, or otherwise nonconforming products.

6. Return Shipping Costs

Return shipping costs depend on the reason for the return.

Returns Due to Customer Preference

If you are returning an eligible product because of a change of mind, personal preference, or an ordering mistake, you will generally be responsible for the return shipping costs.

Examples include:

  • Choosing a different lighting style

  • Ordering the wrong size or color

  • Deciding that a lamp does not match your interior décor

  • No longer needing the purchased product

Returns Due to Product Issues

If the return is caused by a confirmed product defect, shipping damage, or an incorrect item sent by Marttizo, we will cover reasonable return shipping costs when a return is necessary.

Customers should contact our support team before arranging return shipping to confirm the appropriate procedure.

Original shipping charges for change-of-mind returns are generally non-refundable unless otherwise required by applicable law.

7. Refund Processing

Once we receive your returned item, we will inspect it to confirm that it meets the applicable return conditions.

We will notify you by email regarding the approval or rejection of your refund request.

If approved, the refund will be issued to the original payment method whenever possible.

Refund Processing Time:

  • Return inspection and refund review: generally within 3–5 business days after receiving the returned item.

  • Approved refund processing: generally within 5–10 business days.

The time required for refunded funds to appear in your account may vary depending on your bank, card issuer, or payment provider.

If your approved refund has not appeared after the expected processing period, please contact your payment provider or email us at service@marttizo.com for assistance.

8. Exchanges

We understand that customers may occasionally need a different lighting product, size, style, or finish.

If you would like to exchange an item, please contact us at service@marttizo.com.

Exchanges are subject to:

  • Product eligibility

  • Product condition

  • Stock availability

  • Applicable price differences

  • Shipping arrangements

If a direct exchange is unavailable, we may recommend returning the eligible product for a refund and placing a new order for the preferred item.

For defective or incorrectly shipped items, we will work with you to determine an appropriate replacement or alternative resolution.

9. Order Cancellations

If you need to cancel an order, please contact us at service@marttizo.com as soon as possible.

Orders may be canceled before they have entered the shipping process, subject to their fulfillment status.

If your order has already been shipped, cancellation may no longer be possible.

In such cases, you may request a return after delivery in accordance with this policy.

Approved cancellations will be refunded to the original payment method.

10. Lost or Missing Packages

If your order has not arrived within the expected delivery period, please contact our customer support team.

We may review the tracking information and coordinate with the relevant shipping provider to investigate the delivery status.

If a package is confirmed lost in transit before successful delivery, we will assess the circumstances and provide an appropriate resolution, which may include a replacement or refund.

If the tracking information shows the package as delivered but you cannot locate it, please contact us so we can assist with the investigation.

11. Important Information for Lighting Products

Because many lighting products contain electrical components, glass shades, and fragile materials, please follow these additional guidelines:

  • Inspect the product and packaging upon delivery.

  • Confirm that the electrical specifications are compatible with your intended installation location.

  • Review the product dimensions and installation requirements before purchasing.

  • Do not use a lighting fixture with visibly damaged wiring, connectors, or electrical components.

  • Retain original packaging until you are satisfied with your purchase.

  • For ceiling lighting fixtures requiring electrical installation, use a qualified professional where appropriate or legally required.

Damage caused by improper installation, incompatible electrical connections, unauthorized modifications, or misuse may affect return eligibility.

Nothing in this section excludes rights or remedies provided by applicable consumer protection laws.

12. Refunds for Promotional or Discounted Items

Products purchased during promotional events or using discount codes may be eligible for returns if they meet the applicable return requirements.

Refunds will generally reflect the amount actually paid for the returned product after applicable discounts.

Where an order-wide promotion is affected by a partial return, the refund may be adjusted in accordance with the disclosed promotional terms and applicable law.

Any specific non-returnable promotional conditions will be communicated where required before purchase.

13. Consumer Rights

This policy is intended to provide clear information about Marttizo's return and refund procedures.

It does not exclude, restrict, or override any mandatory consumer rights or remedies available under applicable laws.

If local consumer protection laws provide additional rights concerning defective, damaged, or misdescribed goods, those rights will continue to apply.

14. Contact Information

For questions about returns, exchanges, refunds, damaged products, or order cancellations, please contact us using the details below.

Brand Name: Marttizo

Company Name: Chuanglianshi Trading Co., Ltd.

Business Address:

UNIT 98 OF FACTORY A 1/F, UNION HING YIP FACTORY BUILDING, NO.20 HING YIP STREET, KWUN TONG, HONG KONG

Email: service@marttizo.com

We are committed to reviewing customer concerns fairly and providing reasonable assistance throughout the return and refund process.

Thank you for choosing Marttizo — Lighting That Complements Your Space.