Refund policy

Refunds & Cancellations Policy

Brand: Dear Martina
Company: PRE-SELECTED ECOM GBR
Last updated: August 2026

1. Overview

We want you to be completely satisfied with your purchase. This policy explains our 30-Day Money-Back Guarantee, your statutory rights, and how to request a return, refund, or cancellation.

Please read this policy carefully before placing your order.

2. 30-Day Money-Back Guarantee

We offer a 30-Day Money-Back Guarantee on all first-time purchases.

What's covered

  • The return window begins on the date your order is delivered, not the date of purchase
  • Products must be returned unopened and with the safety seal fully intact
  • The guarantee applies to first-time customers only (see Section 3)

⚠️ Important: Opened Products Cannot Be Returned

Once the safety seal has been broken or removed, the product is no longer eligible for return or refund under this guarantee.

Dear Martina products are sealed dietary supplements. For hygiene, safety, and consumer protection reasons, opened supplement products cannot be resold or returned. This exclusion is permitted under:

  • EU: Article 16(e) of Directive 2011/83/EU on Consumer Rights
  • UK: Regulation 28(3)(b) of the Consumer Contracts Regulations 2013

By completing your purchase, you acknowledge and accept that breaking the safety seal ends your right to return the product.

Please inspect your order upon arrival. If you intend to return it, do not break the seal.

3. Guarantee Eligibility — First-Time Customers Only

Our 30-Day Money-Back Guarantee is a goodwill guarantee offered voluntarily by Dear Martina, in addition to your statutory rights.

The guarantee applies to your first order only.

The following are not covered by the Money-Back Guarantee:

  • Repeat orders (any second or subsequent purchase)
  • Subscription renewal orders
  • Orders placed after a previous refund has been issued

This limitation applies to our voluntary guarantee only and does not affect your statutory rights under applicable consumer law (see Section 4).

4. Your Statutory Rights

Nothing in this policy limits your legal rights.

European Union & Germany

Under EU consumer law, you have a 14-day right of withdrawal from the date you receive your order, without needing to give a reason. This right does not apply to sealed goods that have been unsealed after delivery, where the goods are unsuitable for return due to health protection or hygiene reasons (Art. 16(e) Directive 2011/83/EU).

United Kingdom

Under the Consumer Contracts Regulations 2013, you have a 14-day cooling-off period from the date of delivery. This right does not apply to sealed goods that are not suitable for return due to health protection or hygiene reasons once unsealed.

Australia

Under Australian Consumer Law, you are entitled to a repair, replacement, or refund if goods are faulty, not as described, or not fit for purpose. These rights apply regardless of whether the product has been opened. Our sealed-product exclusion applies only to change-of-mind returns.

United States & Canada

Your rights are governed by our 30-Day Money-Back Guarantee and applicable state, provincial, or federal consumer protection law.

5. Faulty, Damaged, or Incorrect Items

If your order arrives damaged, faulty, or incorrect, we will make it right at no cost to you.

You will receive either:

  • A free replacement product, or
  • A full refund — your choice

Return shipping is free in these cases — we cover all costs.

To claim, contact us within 14 days of delivery via our contact form with:

  • Your order number
  • A description of the issue
  • Clear photos of the product and packaging

6. Lost Parcels

If your parcel is confirmed lost in transit, we will send a free replacement or issue a full refund — your choice.

A parcel is considered lost if:

  • Tracking has shown no movement for 21 consecutive days, or
  • The carrier confirms the parcel as lost

Please contact us so we can open an investigation with the carrier.

7. Incorrect Delivery Address

If a parcel cannot be delivered because an incorrect or incomplete address was provided at checkout, we will send a replacement or issue a refund once the parcel is returned to us.

Please ensure your address is correct before placing your order. You can update your address by contacting us within 12 hours of placing your order (see Section 8).

8. Order Cancellations

Orders can be cancelled within 12 hours of being placed.

  • Contact us immediately via our contact form with your order number and the subject line "Cancel Order"
  • After 12 hours, your order enters processing and cannot be cancelled or amended
  • Once shipped, the order must be received and returned in line with Section 9

If you refuse delivery, the parcel will be returned to us and processed as a standard return — return shipping costs will be deducted.

9. How to Request a Return

Step 1 — Contact us
Submit a request through our contact form. Include:

  • Your order number
  • The email address used for the order
  • The exact name on the order
  • Subject: "Return Request"

Step 2 — Wait for authorisation
Our team will respond within 24–48 hours with return authorisation and instructions.

⚠️ Do not send any product back before receiving authorisation. Unauthorised returns cannot be processed or refunded.

Please note: submitting multiple tickets for the same request may trigger our spam protection and delay your resolution.

Step 3 — Ship the product back
Send the unopened, sealed product to:

PRE-SELECTED ECOM GBR
Schützenstraße 71
58452 Witten
Germany

We strongly recommend using a tracked shipping service. We cannot process refunds for returns that do not reach us.

Step 4 — Receive your refund
Once your return is received and inspected, your refund will be issued within 14 days to your original payment method.

10. Return Shipping Costs

Situation Who Pays
Change of mind / Money-Back Guarantee Customer
Faulty or damaged product Dear Martina
Incorrect product sent Dear Martina
Lost parcel Dear Martina

Original shipping costs paid at checkout are non-refundable, except where the return is due to our error.

11. Subscriptions

Cancelling your subscription

You may cancel your subscription at any time by emailing info@dearmartina.com.

Cancellations must be received at least 48 hours before your next renewal date.

  • Cancellations received 48+ hours before renewal will stop your next order and all future charges
  • Cancellations received within 48 hours of renewal may not stop the upcoming order, as it may already be in processing

We understand things get forgotten. If you miss the 48-hour window, contact us anyway — we will always try to help where we reasonably can. However, the 48-hour notice period remains our standard policy and we cannot guarantee cancellation after it has passed.

Subscription refunds

Subscription orders that have already been shipped are non-refundable.

Once a renewal order has been processed and dispatched, it cannot be cancelled, returned, or refunded. This includes cases where the customer forgot to cancel or did not use the product.

Subscription renewal orders are also not covered by our 30-Day Money-Back Guarantee (see Section 3).

12. Exclusions

The following items are not eligible for return or refund:

  • Products with a broken or removed safety seal
  • Individual items from a bundle — bundles must be returned complete and unopened
  • Free gifts and promotional items
  • Original shipping costs (except where the return is due to our error)
  • Subscription orders that have already shipped
  • Repeat orders under the Money-Back Guarantee
  • Returns sent without prior authorisation
  • Returns received more than 30 days after delivery

13. Allergies & Suitability

Dear Martina products are dietary supplements. Full ingredient information is listed on every product page.

It is your responsibility to review the ingredient list before purchasing to ensure the product is suitable for you. If you have known allergies, take medication, are pregnant or breastfeeding, or have an existing medical condition, please consult a qualified healthcare professional before use.

Individual sensitivity or personal preference regarding taste, smell, or capsule size does not qualify a product as faulty.

Where a product has been opened, our sealed-product exclusion (Section 2) applies.

14. Customs & Import Charges

Customs duties, import taxes, and handling fees charged by your local authority are non-refundable and are the responsibility of the recipient. Dear Martina has no control over these charges and cannot estimate them in advance.

15. Refund Processing Times

Stage Timeframe
Response to your return request 24–48 hours
Refund issued after we receive your return Within 14 days
Funds appearing in your account 3–10 business days (depending on your bank or payment provider)

Refunds are always issued to the original payment method. We cannot refund to a different card, account, or payment method.

16. Contact Us

For all return, refund, or cancellation requests:

Brand: Dear Martina
Company: PRE-SELECTED ECOM GBR
Address: Schützenstraße 71, 58452 Witten, Germany
Email: info@dearmartina.com

Our team responds to all enquiries within 24–48 hours.