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Refund policy
Last updated: 29/11/2025
Martage Collection AB (“we”, “our”, “us”) creates handcrafted, made-to-order marble pieces produced in Italy. Due to the artisan and custom nature of our products, our return and refund conditions differ from standard retail policies.
1. Made-to-Order & Custom Product Policy
All Martage Collection items are made to order. Production begins shortly after an order is placed.
Because of this, we do not accept returns once production has started and refunds are only possible if you cancel before production begins.
2. Cancellation Window (Refunds Before Production Starts)
You may cancel your order and receive a full refund within 72 hours from the time of purchase, provided that production has not yet started.
To request a cancellation, email us at:
Your cancellation is only valid once we confirm that production has not started.
Once production begins, the order becomes final and is non-refundable and non-returnable.
3. EU Consumer Law — Custom Goods Exception
Under EU consumer protection rules, the standard 14-day right of withdrawal does not apply to custom-made or made-to-order goods created according to the customer’s specifications (Directive 2011/83/EU).
Since all Martage Collection items are produced specifically for each customer, the EU 14-day cooling-off period does not apply to our products.
4. Damage, Defects & Delivery Issues
All orders are shipped with white-glove delivery.
Please inspect your order upon delivery.
If the product or packaging appears damaged, notify us within 24 hours so we can initiate a transport damage claim.
Please email info@martagecollection.com with photos of the damaged item, photos of the packaging, your order number and a brief description of the issue.
We will handle the claim process with the delivery company and arrange a replacement or appropriate solution based on the outcome.
Our products are handcrafted from natural marble and stone, and each piece is unique.
Because marble is a natural material, variations in color, veining, pattern, shade, texture, and finish are normal and expected. These natural variations are the beauty of natural stone what makes every piece unique. This are not considered defects and are not grounds for return, refund, or replacement.
5. Non-Returnable Items
Because all items are made-to-order, we do not accept returns, exchanges, cancellations after production starts or returns of sale items or gift cards.
Exceptions only apply if the product arrives damaged or defective.
6. Return Address (Only for Approved Returns)
In cases where a return is approved (e.g., after a damage claim), we will provide the correct return address and shipping instructions.
Items returned without approval will not be accepted.
7. Refunds (For Approved Cases Only)
Once a return is received and inspected, we will notify you of approval or rejection.
Approved refunds will be issued to your original payment method within 10 business days.
If more than 15 business days have passed since approval, please contact us at: info@martagecollection.com
8. Contact
For any questions about cancellations, damage claims, or this policy:
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