Return and Refund Policy
Last Updated: October 27, 2026
At Martnemo, we want you to enjoy a comfortable and satisfying shopping experience. We offer a selection of garden and outdoor products, including garden chairs, patio tables, sun loungers, and other outdoor furniture designed to enhance your outdoor living spaces.
We understand that sometimes a product may not meet your expectations. This Return and Refund Policy explains the conditions for returns, exchanges, refunds, order cancellations, and the resolution of damaged, defective, or incorrect products purchased through https://martnemo.com.
Please review this policy carefully before submitting a return request.
1 Return Eligibility
Eligible return requests may be submitted within 30 calendar days of receiving your order.
To qualify for a standard return, the product must be unused, in its original condition, and free from damage caused by improper handling, assembly, installation, or use. Products should be returned with their original packaging, accessories, hardware, instructions, and other supplied components where applicable.
Customers may be required to provide their order number or other reasonable proof of purchase to verify eligibility.
Garden furniture and other outdoor products should be carefully repackaged for return to prevent damage during transportation. Products that have been used outdoors, exposed to weather conditions, modified, or assembled in a way that affects their original condition may not qualify for a standard change-of-mind return.
These conditions do not limit your rights regarding products that are defective, damaged upon arrival, incorrectly supplied, or otherwise not in conformity with the purchase agreement under applicable law.
2 How to Request a Return
To initiate a return, please contact our customer service team at [email protected] within the applicable return period.
Your email should include your order number, the name of the product you wish to return, the reason for the return, and photographs of the product when relevant.
Our customer service team will review your request and provide return authorization and instructions, including the appropriate return address and any applicable shipping arrangements.
Please do not send products back before receiving return instructions from our customer service team. Unauthorized returns may be delayed or may not be processed correctly.
We aim to respond to return inquiries within 1–2 business days, excluding weekends and public holidays.
3 Damaged, Defective, or Incorrect Products
We take product quality and order accuracy seriously.
If you receive a product that is damaged, defective, incomplete, or different from the item you ordered, please contact us at [email protected] as soon as reasonably possible after delivery.
Please include your order number, a description of the problem, and clear photographs or videos showing the affected product, packaging, shipping label, or missing components where reasonably available.
For outdoor furniture, photographs showing damaged frames, broken parts, missing hardware, damaged tabletops, or other relevant issues may help us assess the situation more efficiently.
After reviewing your request, we will determine an appropriate resolution in accordance with the circumstances and applicable law. Depending on the issue, available remedies may include replacement parts, a replacement product, a refund, or another appropriate solution.
Where a product is confirmed to be damaged, defective, or incorrectly supplied, Martnemo will cover reasonable return shipping costs where a return is required, or arrange another appropriate resolution as permitted by applicable law.
Please retain the original packaging and affected product until we have provided further instructions, where reasonably possible.
4 Return Shipping Costs
For eligible returns due to a change of mind, personal preference, an incorrect product selection by the customer, or other reasons unrelated to a product defect or fulfillment error, the customer is generally responsible for the return shipping costs unless otherwise required by applicable law.
Because garden furniture and outdoor products may be bulky or heavy, return shipping charges can vary depending on the product dimensions, package weight, shipping destination, and carrier requirements.
Customers should contact us before arranging the return so that the appropriate shipping method and estimated costs can be confirmed where possible.
If a return is necessary because we supplied an incorrect product or the product is confirmed to be damaged or defective, Martnemo will cover reasonable return shipping costs or provide another appropriate remedy in accordance with applicable law.
Original outbound shipping charges are generally non-refundable for change-of-mind returns unless otherwise required by applicable law or expressly agreed by Martnemo.
Any shipping fees associated with an approved return will be communicated as part of the return instructions where applicable.
5 Refund Processing
Once an approved return has been received, we will inspect the returned product and assess whether it meets the applicable return conditions.
We aim to complete the inspection and notify you of the refund decision within 3–5 business days after receiving the returned product.
If your refund is approved, it will generally be issued to the original payment method within 5–10 business days after approval.
The time required for the funds to appear in your account may vary depending on your bank, card issuer, payment provider, or financial institution.
If you have not received your refund after the applicable processing period, please contact us at [email protected] with your order number so that we can assist you.
Refund amounts will be determined based on the approved return and the applicable terms of your purchase, subject to any mandatory consumer rights.
6 Non-Returnable Products
Certain products may not qualify for standard change-of-mind returns where permitted by applicable law.
These may include products that have been customized or made to order according to specific customer requirements, gift cards, products clearly identified as non-returnable before purchase, and products that have been used, intentionally damaged, modified, or returned with essential components missing.
Products damaged through improper assembly, misuse, neglect, unauthorized modification, or failure to follow the provided care or installation instructions may also be ineligible for a standard change-of-mind return.
However, these exclusions do not remove any rights you may have concerning defective, damaged, incorrectly supplied, or non-conforming products under applicable law.
If you are unsure whether your product qualifies for a return, please contact us before sending it back.
7 Order Cancellations
If you wish to cancel an order, please contact us at [email protected] as soon as possible and provide your order number.
We will make reasonable efforts to accommodate cancellation requests before an order has entered fulfillment or been dispatched.
Once an order has been prepared for shipment, handed over to a carrier, or dispatched, cancellation may no longer be possible. In such circumstances, you may need to follow the applicable return procedure after delivery, subject to this policy and applicable law.
If a cancellation is approved before shipment, any eligible refund will generally be processed to the original payment method.
Refund timing may vary depending on the payment provider or financial institution.
8 Exchanges and Replacements
Exchanges and replacements are subject to product availability, the nature of the issue, and the applicable return conditions.
If you wish to exchange a product because of a change of mind, please contact our customer service team to confirm whether an exchange is available and whether additional shipping costs apply.
If a product arrives damaged, defective, incomplete, or incorrect, we will review the issue and determine an appropriate remedy in accordance with applicable law.
If an exchange or replacement product is unavailable, we may offer an eligible refund or another appropriate solution.
Please do not ship a product back for an exchange or replacement until you have received instructions from our customer service team.
9 Missing Items and Delivery Discrepancies
If your order arrives with missing components, incomplete packages, or products that do not match your order confirmation, please contact us at [email protected].
Include your order number and a description of the missing or incorrect items. Photographs of the received package, shipping label, and available contents may be requested to help us investigate.
We will review the order and fulfillment records and work to provide an appropriate resolution based on the circumstances.
If an outdoor furniture product is supplied with missing assembly hardware or components, we may arrange the supply of replacement parts or another appropriate remedy where available and required.
10 Return Packaging and Shipping Instructions
All approved returns must be sent to the return address provided by our customer service team.
Please ensure that the product is securely packaged and that all applicable components are included. For larger outdoor furniture products, follow any specific disassembly and packaging instructions provided by our team or the product manufacturer, where applicable.
Customers should retain the return tracking number and proof of shipment until the return has been completed.
Martnemo is not responsible for delays caused by an incorrectly addressed return, an unauthorized shipping method, or failure to follow the return instructions, except where applicable law provides otherwise.
Please contact us if you encounter difficulties arranging the return of a bulky or heavy item so that we can review the available options.
11 Consumer Rights
This Return and Refund Policy is intended to explain our standard return procedures and does not exclude, restrict, or replace any mandatory rights or remedies available to consumers under applicable law.
Depending on your country or region, you may have additional rights concerning online purchases, defective products, delivery problems, cancellations, or refunds.
Where applicable law provides rights that differ from this policy, the relevant legal requirements will apply.
If you have questions about your rights or the eligibility of a particular return, please contact our customer service team for assistance.
12 Changes to This Policy
Martnemo may update this Return and Refund Policy from time to time to reflect changes in our business practices, product offerings, return procedures, or applicable legal requirements.
Any updates will be published on this page with a revised Last Updated date.
We encourage customers to review this policy periodically and before submitting a return request.
The applicable policy will be interpreted in accordance with relevant law, including any mandatory consumer protections that apply to your purchase.
13 Contact Information
If you have questions about this Return and Refund Policy, need help initiating a return, or require assistance with a refund, exchange, damaged product, or order cancellation, please contact us using the information below.
Brand Name: Martnemo
Company Name: Guangzhou Haidan Culture Media Co., Ltd.
Email: [email protected]
Business Address: Room 105, B1551, No. 78 Huijing Road, Tangjing Subdistrict, Baiyun District, Guangzhou, Guangdong 510403, China
Please include your order number in all order-related inquiries so that we can assist you more efficiently.
Thank you for choosing Martnemo. We appreciate your trust and will make reasonable efforts to resolve your concerns fairly and efficiently.