Returns, Refunds, and Cancellations Policy
1. Returns
-
Window: 30 days from the date your order is marked “delivered.”
-
Condition: Items must be unused, unworn, with original tags, and in their original packaging. We reserve the right to refuse any return that does not meet these requirements.
-
Proof of Purchase: Include your order confirmation email or receipt.
-
Shipping Costs: Unless the return is due to our error (wrong or defective item), you’re responsible for return shipping. We recommend a trackable method and insurance.
Return Address:
Mart Cobra
2020 N. Bell Blvd, Suite B6-E
Cedar Park, Texas 78613
2. Promotional & Bundle Returns
Refunds for promotional or bundled purchases (e.g., Buy One Get One, Buy X Get Y Free, multipacks) are calculated based on the regular price of the items kept, not on the average discounted cost.
This ensures promotions are applied fairly and only to qualifying purchases.
3. Cancellations
-
Direct Orders (MartCobra.com): Orders may be cancelled only if they have not yet been processed or marked as shipped by our fulfillment team. Once processed or shipped, cancellations are not possible.
-
Third-Party Orders: Orders placed through affiliate or partner sites are not eligible for full cancellation, as costs are incurred immediately.
-
Partial Modifications: For orders not yet processed or shipped, you may request to modify or remove certain items, but the full order cannot be cancelled.
-
Denied Deliveries: If a customer refuses delivery or denies the shipment (not due to damage or our error), the item is automatically returned to our fulfillment center. In these cases, the customer is responsible for the cost of the return shipping and any applicable restocking or carrier fees.
-
Refund Adjustment: Refunds for denied deliveries will be issued minus the return shipping charges and any additional carrier fees.
-
Exceptions: If the refusal was caused by a mistake on our end (wrong item, defective product, or shipping error), Mart Cobra will cover the return shipping costs in full.
4. Return Authorization (RMA)
All returns require a Return Authorization Number (RMA). To obtain one, email support@martcobra.comwithin your return window. Clearly write the RMA on both the outside and inside of your return package.
How to Get Your RMA in Shopify
-
Log in to your Mart Cobra account at yourstore.com/account.
-
Click Order history, then select the order you’d like to return.
-
Click Return items and fill out the short form (select items and reason).
-
Submit, and you’ll receive an RMA number by email—write it on your package.
If you don’t see a “Return items” button or prefer to email us, contact support@martcobra.comfor an RMA.
5. Defective or Damaged Items
-
Reporting: Notify us within 15 days of delivery if an item is defective or damaged in transit.
-
Photos Required: Provide clear photos of the packaging and the product.
-
Next Steps: Email support@martcobra.comfor an RMA; we’ll replace or refund defective items at no cost to you.
6. Lost, Stolen, or Misdelivered Packages
-
If the carrier marks your package “delivered” but you haven’t received it, please file a claim with the carrier first—we’ll fully cooperate.
-
Wait 5 days from the delivery date before contacting us for assistance.
-
For packages valued at $100 or more believed stolen after delivery, a police report is required before we can issue a replacement.
7. Exceptions & Non-Returnable Items
We only sell non-perishable, physical goods. The following cannot be returned:
-
Sale items
-
Gift cards
8. Exchanges
To exchange an item (size, color, etc.), email support@martcobra.comfor an RMA and instructions. Exchanges depend on available stock.
9. European Union 14-Day Cooling-Off Period
If your order ships to the EU, you may cancel or return for any reason within 14 days of delivery:
-
Items must be unused, with original tags and packaging.
-
Include proof of purchase.
-
Customers are responsible for return shipping unless local law requires otherwise.
-
Follow the standard RMA process above.
10. Refunds & Timelines
Once we receive and inspect your return, we’ll notify you of approval. Approved refunds are issued to your original payment method within 10 business days of inspection. Your bank or card issuer may take extra time to post the funds.
11. Restocking Fees
We do not charge any restocking fees.
12. Contact Us
Questions? Reach us at support@martcobra.com.
Our customer service team is available Monday through Friday, 10:00 AM to 4:00 PM Central Time (excluding U.S. federal holidays). Messages received outside these hours will be answered as soon as possible during the next business day.
We appreciate your business and are committed to resolving any issues quickly.
