Refund & Return Policy

Last updated: February 9, 2026

Thank you for shopping at gotomarti.com.

We aim to provide high-quality products and a positive shopping experience throughout Australia. Please read this policy carefully before placing your order.

1️⃣ Eligibility for Refunds & Exchanges

You may request a refund or exchange within 7 days of receiving your order if any of the following applies:

✔ The item arrived damaged or defective
✔ You received the wrong product
✔ The item is significantly different from what was described

To be eligible:

• Item must be unused
• Must be in original condition
• Include original packaging where applicable

2️⃣ Important Return Conditions

Customers are encouraged to inspect their order upon delivery.

Returns and refund requests must be submitted within 7 days of receiving the product.

⚠️ Change-of-mind purchases are generally not eligible for refunds unless required under Australian Consumer Law (ACL).

3️⃣ Non-Refundable Items

The following are not eligible for refunds:

• Items damaged due to misuse, negligence, or improper care
• Items returned after the 7-day window
• Clearance, promotional, or final sale items (if stated on the product page)
• Products showing signs of use or alteration

4️⃣ How to Request a Refund or Exchange

To request a refund or exchange, please contact our support team with:

• Your order number
• Description of the issue
• Clear photos or videos showing the problem

📧 Email: support@gotomarti.com

Our team will review your request and respond within 24–48 business hours.

5️⃣ Return Shipping Process

If your request is approved:

✔ We will provide return instructions.
✔ Please do not return items without prior authorization.

Return shipping costs:

• Paid by the customer when the return is not due to our error
• Covered by us if the product was defective, damaged upon arrival, or incorrect

6️⃣ Refund Processing

Once the returned item is received and inspected:

✔ Approved refunds will be issued to the original payment method.
✔ Refund processing may take 5–10 business days depending on your financial institution.

7️⃣ Late or Missing Refunds

If you have not received your refund:

• Check your bank account again
• Contact your bank or payment provider
• Processing times may vary between providers

If the issue remains unresolved, please contact our support team.

8️⃣ Order Cancellation

Orders may be cancelled within 12 hours of purchase if they have not yet been processed or dispatched.

Once an order has been shipped, cancellation is no longer possible and the return process must be followed.

9️⃣ Fraud & Abuse Protection

To protect our customers and business:

• Repeated fraudulent refund claims may be investigated
• False damage claims may result in account restrictions

We reserve the right to refuse refunds or suspend accounts involved in fraudulent activity.

🔟 Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any rights you may have under the Australian Consumer Law (ACL).

Customers may be entitled to certain remedies, including repair, replacement, or refund, where goods fail to meet consumer guarantees under Australian law.

📞 Contact Us

📧 Email: support@gotomarti.com

Gotomarti Customer Support
Level 2, 60 Martin Place
Sydney, NSW 2000
Australia

📌 Notes & Best Practices

✅ Please inspect your order upon delivery.
✅ Providing clear photos or videos will help speed up claim assessments.
✅ Retain your order confirmation and packaging until the matter is resolved.