Terms of service

Return & Refund Policy
Last updated: September 9, 2025
Contact: support@bertanmartini.com

Order Cancellation
You may cancel your order within 24 hours of purchase. After this period, your order is processed and sent for production, and cancellation is no longer possible.
In accordance with EU and US consumer laws, the right to withdraw does not apply to made-to-order or personalized goods once production has started.
Returns and Refunds
You may request a return within 14 days of receiving your order.
However, please note that this applies only to non-personalized, non-custom products. As our products are made-to-order (e.g., personalized designs, uploaded photos), they are not eligible for return unless defective or incorrect.
If the return is accepted and the item is unused and in its original condition, a full or partial refund will be issued.
Shipping Costs

If the issue is our fault (e.g., wrong item, damaged product, production error), we will cover all shipping costs associated with the return and replacement.
In all other cases, the customer is responsible for the return shipping fees.

Refund Process
Once we receive and inspect your return, we will process your refund within 14 business days using the original payment method.
Processing times may vary depending on your country and payment provider.
Exchanges
You may place a new order after a refund has been processed.
Exchanges are only available for standard (non-custom) items. For custom-made products, direct exchanges are not possible.
Damaged or Incorrect Deliveries
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.
Send us clear photos of the product and packaging. Once verified, we will offer a free replacement, reproduction, or full refund.
Your Legal Rights

For EU customers: Under Directive 2011/83/EU on consumer rights, you have the right to withdraw from distance sales contracts. However, this right does not apply to personalized or made-to-order goods (Article 16).
For US customers: This policy complies with Federal Trade Commission (FTC) guidelines for clear and truthful return and refund terms.

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