Refund & Return Policy

Last updated: 9 February 2026

Thank you for shopping at gotomarti.com.

We aim to provide high-quality products and a positive shopping experience throughout the United Kingdom. Please read this policy carefully before placing your order.

1️⃣ Eligibility for Refunds & Exchanges

You may request a refund or exchange within 14 days of receiving your order for eligible returns. You also retain your statutory rights if any of the following applies:

✔ The item arrived damaged or defective
✔ You received the wrong product
✔ The item is significantly different from what was described

For change-of-mind returns:

• Item should be unused
• It should be in original condition
• Include original packaging where applicable

2️⃣ Important Return Conditions

Customers are encouraged to inspect their order upon delivery.

For eligible change-of-mind returns, please notify us within 14 days of receiving the product. Faulty, damaged, incorrect or misdescribed goods remain subject to your statutory rights.

⚠️ Eligible distance purchases may be cancelled within 14 days of delivery, subject to applicable legal exceptions and any product-specific hygiene or sealed-goods restrictions.

3️⃣ Non-Refundable Items

The following are not eligible for refunds:

• Items damaged due to misuse, negligence, or improper care
• Items returned outside the applicable return or cancellation period, unless statutory rights apply
• Clearance, promotional, or final sale items where exclusion is permitted by law
• Products showing signs of use or alteration

4️⃣ How to Request a Refund or Exchange

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

• Your order number
• Description of the issue
• Clear photos or videos showing the problem

📧 Email: [email protected]

Our team will review your request and respond within 24–48 business hours.

5️⃣ Return Shipping Process

If your request is approved:

✔ We will provide return instructions.
✔ Please do not return items without prior authorization.

Return shipping costs:

• Paid by the customer when the return is not due to our error
• Covered by us if the product was defective, damaged upon arrival, or incorrect

6️⃣ Refund Processing

Once the returned item is received and inspected:

✔ Approved refunds will be issued to the original payment method.
✔ Refund processing may take 5–10 business days depending on your financial institution.

7️⃣ Late or Missing Refunds

If you have not received your refund:

• Check your bank account again
• Contact your bank or payment provider
• Processing times may vary between providers

If the issue remains unresolved, please contact our support team.

8️⃣ Order Cancellation

Pre-dispatch cancellation requests should be made as soon as possible, ideally within 12 hours of purchase.

If an order has already been dispatched, please follow the return process. This does not affect any statutory cancellation or return rights that apply after delivery.

9️⃣ Fraud & Abuse Protection

To protect our customers and business:

• Repeated fraudulent refund claims may be investigated
• False damage claims may result in account restrictions

We reserve the right to refuse refunds or suspend accounts involved in fraudulent activity.

🔟 UK consumer rights

Nothing in this policy excludes, restricts, or modifies any rights you may have under applicable UK consumer law.

Customers may have statutory rights to repair, replacement, price reduction or refund where goods are faulty, not as described or otherwise fail to meet applicable UK consumer standards.

📞 Contact Us

📧 Email: [email protected]

Gotomarti Customer Support
London
United Kingdom

📌 Notes & Best Practices

✅ Please inspect your order upon delivery.
✅ Providing clear photos or videos will help speed up claim assessments.
✅ Retain your order confirmation and packaging until the matter is resolved.