Refund policy

Refunds & Cancellations Policy

1. Overview

We want you to be completely satisfied with your purchase. This policy explains our 90-Day Money-Back Guarantee, your subscription terms, your statutory rights, and how to request a return, refund, or cancellation.

Please read this policy carefully before placing your order.

2. 90-Day Money-Back Guarantee

We offer a 90-Day Money-Back Guarantee on all first-time purchases.

What is 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 reflects:

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 under this guarantee.

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

This exclusion applies to change-of-mind returns only. It does not apply where a product is faulty, damaged, incorrect, or not as described (see Section 5), or where your statutory rights say otherwise (see Section 4).

3. Guarantee Eligibility: First-Time Customers Only

Our 90-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.

United Kingdom

Under the Consumer Contracts Regulations 2013, you have a 14-day cooling-off period from the date of delivery to cancel your order without giving a reason. This right does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons once they have been 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 and cannot be excluded. Our sealed-product exclusion applies only to change-of-mind returns.

New Zealand

Under the Consumer Guarantees Act 1993, you are entitled to a repair, replacement, or refund if goods are not of acceptable quality, do not match their description, or are not fit for purpose. These rights cannot be excluded. Our sealed-product exclusion applies only to change-of-mind returns.

Canada

Your rights are governed by our 90-Day Money-Back Guarantee together with applicable provincial and 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. The sealed-product exclusion in Section 2 does not apply here.

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 make sure 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 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 10.

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

9. Subscriptions

9.1 How your subscription works

When you choose Subscribe & Save, you enter a recurring subscription. Your card is charged automatically at the start of each delivery cycle until you cancel.

Plan	Price per delivery	Delivery interval
1 bottle	$34.99	Every 4 weeks
2 bottles	$64.99	Every 8 weeks
3 bottles	$89.99	Every 12 weeks

All prices are in US dollars. Shipping is free on all subscription orders.

Your first charge is taken at checkout. Each following charge is taken on the renewal date shown in your order confirmation.

9.2 Minimum term

Subscriptions have a minimum term of 2 delivery periods. The length of the minimum term therefore depends on the plan you choose.

Plan	Delivery interval	Minimum term	Deliveries before you can cancel
1 bottle	Every 4 weeks	8 weeks	2
2 bottles	Every 8 weeks	16 weeks	2
3 bottles	Every 12 weeks	24 weeks	2

This means you will receive your first delivery and one renewal delivery before your subscription can be cancelled.

The minimum term is stated at checkout before you complete your purchase. Cancellation requests received during the minimum term will take effect at the end of that term, after the second delivery has been charged and dispatched.

The minimum term does not affect your statutory rights (see Section 4).

9.3 Cancelling your subscription

You may cancel your subscription at any time after the minimum term by emailing info@dearmartina.com.

Please include your order number and the email address used for the order.

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

Cancellations received 48 or more 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 will confirm your cancellation in writing within 24 to 48 hours.

We understand things get forgotten. If you miss the 48-hour window, contact us anyway and 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.

9.4 Skipping, pausing, or changing your plan

We do not currently offer self-service changes. If you would like to skip a delivery, pause your subscription, change your delivery interval, or change the number of bottles, please email info@dearmartina.com and we will do our best to accommodate your request.

Requests must reach us at least 48 hours before your next renewal date.

9.5 Failed payments

If a renewal payment fails, we will attempt to charge your card again:

First retry: 3 days after the failed payment
Second retry: 7 days after the failed payment
Third and final retry: 14 days after the failed payment

We will notify you by email after each failed attempt so you can update your payment details.

If payment has not been collected after the third attempt, your subscription will be cancelled automatically and no further charges will be made. You are welcome to start a new subscription at any time.

9.6 Price changes

If our prices change, your subscription price stays the same. Existing subscribers keep the price they signed up at for as long as their subscription remains active without interruption.

If your subscription is cancelled and later restarted, the price current at that time will apply.

9.7 Subscription refunds

Subscription renewal orders are not covered by our 90-Day Money-Back Guarantee (see Section 3).

Renewal orders that have already been dispatched cannot be cancelled, returned, or refunded. This includes cases where the customer forgot to cancel or did not use the product.

Your statutory rights in Section 4 apply to subscription orders in the same way as to any other order, including where a product arrives faulty, damaged, or incorrect.

9.8 Your free e-book

The e-book included with your subscription is yours to keep. You do not need to return it, and it remains accessible if you cancel your subscription.

9.9 Returning subscribers

If you cancel and later subscribe again, you are welcome to do so at any time. Subscription pricing applies to your new subscription at the rate current on the day you sign up, and the minimum term in Section 9.2 applies again.

10. 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 to 48 hours with return authorisation and instructions.

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

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 the address provided in your return authorisation.

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.

11. 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.

12. Exclusions

The following 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 renewal orders that have already been dispatched
Repeat orders under the Money-Back Guarantee
Returns sent without prior authorisation
Returns received more than 90 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 make sure 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 make a product faulty.

Where a product has been opened, our sealed-product exclusion in 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 to 48 hours
Refund issued after we receive your return	Within 14 days
Funds appearing in your account	3 to 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.