Refund Policy
Thank you for shopping at MartlyHub. We offer a 30-day return period counting from the day you receive your package.
Operating Company: Shenzhen Desihe Cross Border E-commerce Co., Ltd.
Address: Room 508, Yaoguang Building, Xinggang Tongchuanghui, No. 6099 Bao'an Avenue, Xinhe Community, Fuhai Subdistrict, Bao'an District, Shenzhen
Support Email: service@martlyhub.com
Contact Phone: 16515414347
Customer Service Hours: Monday to Friday: 9:00 AM-5:00 PM (GMT+8, China Standard Time)
Return Address: Room 508, Yaoguang Building, Xinggang Tongchuanghui, No. 6099 Bao'an Avenue, Xinhe Community, Fuhai Subdistrict, Bao'an District, Shenzhen
Return Eligibility
To be eligible for return, products must remain unused, unaltered and in original sellable condition. All original packaging, tags, labels and bundled accessories need to be included in your return shipment. Returns will be declined if original packaging is broken, missing or heavily worn. When submitting your return request, you must provide your order number and proof of purchase, such as your order confirmation email or order screenshot.
Non-Returnable Items
The following categories of goods are not eligible for return:
- Custom or personalized products
- Hygiene-sensitive goods
- Clearance items and final-sale merchandise
- Goods damaged by improper use, incorrect assembly or self-modification by the customer
How to Submit a Return or Exchange Request
Please send an email to our support team within the 30-day return window after receipt of your goods. In your message, include your order number, clear photos of the product and packaging, along with a short description explaining your reason for return. Our team will review your application and issue an official return authorization.
Important: Do not ship items back without our prior written approval. Unauthorized returned packages may be refused and will not be processed. Securely repack your products following our guidance and send them to the return address stated above. Once we receive and inspect your returned parcel, we will notify you of the inspection result and start your refund or exchange arrangement accordingly.
Return Shipping Fee Responsibility
- Customer preference returns (change of mind): You are responsible for all return shipping charges. The original outbound shipping cost will not be refunded.
- Defective products, items damaged upon arrival or wrong item delivery (our error): MartlyHub (operated by Shenzhen Desihe Cross Border E-commerce Co., Ltd.) will cover qualified return shipping fees. Photo proof showing defects, damage or incorrect items is mandatory.
Refund Processing Timeline
Once your returned goods pass inspection and your refund gets approved, funds will be refunded to your original payment account. Please allow 5–10 business days for your bank or payment provider to complete the refund posting. Any delays caused by payment service providers are out of our control.
Order Cancellation
You may cancel your order for a full refund before it is dispatched or production finishes. After the order has been shipped, cancellation is no longer available. You can submit a return request after receiving the parcel following this return policy.