Refund policy

1. Returns

• Return Window: 30 days from the date your order is marked “delivered.”

• Item Condition: Items must be unused, unworn, with original tags, and in 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: Customers are responsible for return shipping. We recommend using a trackable method with insurance.

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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.

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3. Cancellations

• Mart Cobra Website Orders: Orders placed directly through the website at martcobra.com may be canceled or modified only if they have not yet been processed or marked as shipped. Once processed or shipped, cancellations are not possible.

• Third-Party Orders: Orders placed through any site other than martcobra.com (such as Facebook, Amazon, Walmart, eBay, etc) are not eligible for full cancellation, as fulfillment costs are incurred immediately. If the order hasn’t shipped, you may request to modify or remove items, but full cancellation is not available after submission.

• Failed Deliveries:If a customer provides an incorrect or incomplete shipping address—such as a wrong street number, wrong street name, or missing apartment or unit number—or if the delivery is refused or denied, the package will be returned to our fulfillment center. In these cases, the customer is responsible for return shipping costs, a 25% restocking fee, and any additional carrier fees that may apply.Refunds for failed deliveries will be issued minus these costs.

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4. Shipping

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5. Return Authorization (RMA)

All returns require a Return Authorization Number (RMA). Clearly write the RMA on both the outside and inside of your return package.

To obtain an RMA number, email support@martcobra.com within your return window, or follow the instructions below:

How to Get Your RMA in Shopify

• Log in to your Mart Cobra account athttps://account.martcobra.com.
• Click "Order History" → select your order → click "Return Items"
• Complete the return form and submit
• You’ll receive an RMA number via email

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6. Defective or Damaged Items

Report defects or shipping damage within15 days of delivery.

• Photos Required: Provide clear images of both the packaging and the item.

• Next Steps: Contactsupport@martcobra.com for your RMA number and further instructions.

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7. Lost, Stolen, or Misdelivered Packages

If your tracking shows "delivered" but you haven’t received the package:

• Wait 5 days, as packages are sometimes delivered late or to the wrong address temporarily.
• Check with neighbors, building staff, or your local carrier.

• File a claim directly with the carrier.

If the package is valued over $100 and you believe it was stolen, a police report is required before we can issue a replacement.

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8. Exceptions & Non-Returnable Items

We only sell non-perishable, physical goods. The following cannot be returned:

• Sale items

• Gift cards

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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.

• Return shipping is the customer’s responsibility unless required otherwise by local law

• Follow the standard RMA process in section 5.

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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.

Shipping and processing charges are non-refundable.

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11. Restocking Fees

• Mart Cobra Website Orders:We do not charge any restocking fees for orders placed directly through the Mart Cobra website at martcobra.com.

• Third-Party Orders:A 25% restocking fee applies only to monetary refunds. Customers who opt for a gift card refund will receive 100% of their return value via a Mart Cobra gift card that is redeemable at the Mart Cobra online store. 

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12. Contact Us