Return and Refund Policy

At Martnaro, we want you to feel confident when shopping for your home and garden. Whether you purchase decorative wreaths, artificial flowers, botanical stems, dried floral arrangements, planters, or planter baskets, we aim to provide a clear and straightforward return and refund process.

Please review this policy before placing your order.

1. Return Eligibility

Martnaro offers a standard 30-calendar-day return window from the date of delivery for eligible products.

To request a return, please contact us at [email protected] within 30 calendar days of receiving your order.

For standard change-of-mind returns, the following conditions generally apply:

• Products must be unused and in their original condition.

• Items must not have been altered, damaged, or modified after delivery.

• All included components, accessories, and packaging should be returned where reasonably possible.

• Products should be carefully repackaged to prevent damage during return shipping.

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

Products that do not meet these conditions may not qualify for a standard change-of-mind return, except where otherwise required by applicable law.

2. Products Covered by This Policy

This policy applies to eligible products sold by Martnaro, including:

Decorative Wreaths

Artificial wreaths, seasonal wreaths, illuminated wreaths, greenery wreaths, floral wreaths, and other decorative wreaths intended for doors, walls, mantels, and interior spaces.

Artificial Flowers and Botanical Stems

Artificial flowers, faux greenery, decorative branches, botanical stems, floral drop-in arrangements, and other artificial botanical accessories.

Dried Flowers and Natural Decorative Materials

Dried floral arrangements, dried botanical stems, and other eligible decorative botanical products.

Planters and Planting Containers

Decorative planters, terracotta pots, ceramic pots, stoneware planters, concrete planters, planter baskets, and other indoor or outdoor planting containers.

Certain products may require additional care during packaging and transportation because of their fragility, shape, or materials. Any applicable return instructions will be provided by our customer service team.

3. How to Request a Return

To initiate a return, please follow these steps.

Step 1: Contact Customer Support

Email [email protected] within 30 calendar days of delivery.

Please include:

• Your order number.

• Your full name and the email address associated with your order.

• The product name.

• The reason for the return.

• Photographs of the item, where relevant.

Step 2: Receive Return Instructions

Our customer service team will review your request and confirm whether the product qualifies for a return.

If approved, we will provide the appropriate return address, packaging instructions, and shipping arrangements.

Step 3: Prepare the Product

Carefully package the item to prevent damage during transportation.

For ceramic, terracotta, stoneware, glass, or other fragile planters, please use suitable protective packaging. For artificial wreaths, floral stems, and dried botanical products, please protect delicate branches, leaves, petals, and decorative components from crushing or breakage.

Step 4: Send the Return

Ship the item to the return address provided by our customer service team. Please do not send products to our registered business address unless we have confirmed that it is the correct return destination.

For standard returns, we recommend using a shipping service with tracking and retaining the shipping receipt.

4. Damaged, Defective, or Incorrect Products

Please inspect your order upon delivery.

If a product arrives damaged, defective, incomplete, or different from the item you ordered, please contact [email protected] as soon as reasonably possible, preferably within 7 calendar days of delivery.

Please provide:

• Your order number.

• A description of the problem.

• Clear photographs of the affected product.

• Photographs of the outer packaging and shipping damage, where available.

For planters made from ceramic, terracotta, stoneware, or concrete, please include photographs of any cracks, chips, breakage, or other visible damage.

For artificial wreaths, floral stems, and dried botanical products, please show any significant damage, missing components, or defects that affect the product's intended appearance or use.

After reviewing your request, we will determine an appropriate resolution in accordance with applicable law. Depending on the circumstances, this may include a replacement, repair where practical, exchange, or refund.

The suggested 7-day reporting period does not limit any statutory rights or remedies available under applicable consumer protection laws.

5. Natural Variations and Product Appearance

Certain decorative products may exhibit minor variations in color, texture, shape, finish, or appearance.

For example:

• Dried flowers and natural botanical materials may vary slightly in shape, color, and texture.

• Terracotta, ceramic, stoneware, and reactive-glaze planters may have individual variations in finish, surface texture, and coloration.

• Artificial flowers and greenery may have minor variations in arrangement or decorative detailing.

• Product colors may appear different depending on lighting conditions and screen settings.

Minor variations that are consistent with the product description and the nature of the materials do not automatically constitute a defect.

However, this section does not exclude remedies for products that are materially different from their descriptions, defective, damaged, or otherwise covered by applicable consumer protection laws.

6. Return Shipping Costs

Change-of-Mind Returns

For eligible returns due to a change of mind, ordering the wrong product, or no longer needing the item, customers are generally responsible for return shipping costs, where permitted by applicable law.

Return shipping costs may vary depending on the product's size, weight, fragility, packaging requirements, and destination.

Any applicable return shipping requirements or charges will be communicated before the return is arranged.

Damaged, Defective, or Incorrect Products

If a product is confirmed to be damaged, defective, or incorrectly supplied due to our error, Martnaro will cover reasonable return shipping costs where required by applicable law or agreed upon by our customer service team.

We will provide appropriate return instructions before the product is shipped back.

7. Refunds

Once an approved return has been received and inspected, we will notify you of the refund decision.

If your refund is approved:

• The refund will generally be issued to the original payment method.

• We aim to process approved refunds within 5–10 business days after the return inspection is completed.

• Your bank, card issuer, or payment provider may require additional time before the funds appear in your account.

Any mandatory refund deadlines under applicable law will take precedence over the processing estimate above.

For standard change-of-mind returns, original shipping charges may be non-refundable, except where otherwise required by applicable law.

If you have not received your approved refund after the expected processing period, please contact [email protected].

8. Exchanges

If you wish to exchange a product for a different style, size, color, or design, please contact our customer service team.

Exchanges are subject to product availability and approval.

If the requested replacement is unavailable, we may offer an appropriate alternative or refund, subject to applicable law.

Additional shipping charges or price differences may apply to customer-requested exchanges, where permitted by law and disclosed before the exchange is completed.

9. Items Not Eligible for Standard Change-of-Mind Returns

Where permitted by applicable law, standard change-of-mind returns may be refused for products that:

• Have been used, altered, or damaged after delivery.

• Are missing essential components or accessories.

• Have been damaged due to improper handling, misuse, or negligence after delivery.

• Were personalized or custom-made to the customer's specifications.

• Were clearly identified as non-returnable before purchase, where such restrictions are lawful.

Artificial wreaths, artificial flowers, dried botanical products, and planters are not automatically excluded from returns solely because of their product category.

These exclusions do not apply where a product is defective, incorrectly described, incorrectly supplied, or otherwise covered by mandatory consumer protection laws.

10. Order Cancellations

If you need to cancel or modify an order, please contact [email protected] as soon as possible.

We will make reasonable efforts to accommodate your request before the order has been processed or dispatched. Once an order has entered fulfillment or has been shipped, cancellation or modification may no longer be possible.

If your order has already been dispatched, you may request a return after delivery in accordance with this policy.

Any mandatory cancellation or withdrawal rights provided by applicable law remain unaffected.

11. Lost or Missing Orders

If your order has not arrived within the estimated delivery period, please contact us with your order number and any available tracking information.

We will review the shipment status and, where appropriate, contact the shipping carrier to investigate.

If a shipment is confirmed lost, we will work with you to determine an appropriate resolution in accordance with applicable law.

12. Return Address

Please contact our customer service team before returning any product.

Email: [email protected]

We will provide the appropriate return instructions and designated return address after reviewing your request.

Our registered business address is provided for business identification purposes and may not be the location where returns are processed. Please do not send unauthorized return packages directly to that address.

13. Consumer Rights

This Return and Refund Policy explains our standard return procedures. It does not exclude, restrict, or replace any mandatory consumer rights, statutory guarantees, or legal remedies that apply to your purchase.

Depending on your location, you may have additional rights relating to defective products, distance selling, order cancellation, refunds, or product conformity.

Where applicable law provides rights or remedies beyond this policy, the relevant legal requirements will take precedence.

14. Contact Information

If you have questions about returns, refunds, exchanges, or order cancellations, please contact us.

Brand Name: Martnaro

Company Name: Hubei Xianghang Import & Export Trading Co., Ltd.

Email: [email protected]

Business Address: No. 180, Group 2, Huozhuang Community, Nancheng Subdistrict, Zaoyang, Xiangyang, Hubei Province, China.

For faster assistance, please include your order number in your email subject line.

Thank you for shopping with Martnaro. We appreciate your trust and look forward to helping you bring natural beauty and thoughtful botanical details into your home.