Refund policy
Return and Refund Policy
Last Updated: December 12, 2025
At Martec by Celhex, we want you to be completely satisfied with your purchase. Please review our return and refund policy below.
1. What Can Be Returned
- Machines & Inserters: May be returned within 14 days of receipt
- Carton Products: Due to the nature of packaging materials, carton products are not eligible for return unless defective
2. Return Eligibility Requirements
To be eligible for a return, products must:
- Be returned within 14 days of receipt
- Be in pristine, unused condition with original packaging
- Not be custom-made or made-to-order items (custom orders are final sale)
3. How to Initiate a Return
To start a return, please contact us at support@martecpack.com with:
- Your order number
- The item(s) you wish to return
- Reason for return
We will provide you with return instructions and authorize your return.
4. Return Shipping
We cover the cost of return shipping for eligible returns. Ship the item back to us using a trackable shipping method and save your receipt. We will reimburse you for the return shipping cost once we receive and process your return.
5. Refunds
Once we receive your returned item, we will inspect it and process your refund within 10 business days.
Refund Method:
- Orders under $500: Refunded as store credit
- Orders $500 and above: Refunded to your original payment method
What's Refunded: We refund the product cost only. Original shipping charges are not refundable unless the return is due to our error or a defective product.
6. Exchanges
We offer exchanges for different sizes or products. Please contact us at support@martec.cl to arrange an exchange. We will cover the shipping cost for exchanges.
7. Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately at support@martec.cl with:
- Photos of the damage or defect
- Your order number
- Description of the issue
We will work with you to resolve the issue promptly, which may include a replacement, repair, or full refund.
8. Warranty Claims
Machines and inserters are covered by our 24-month warranty. For warranty claims on defective equipment, please contact us at support@martecpack.com. Warranty coverage is detailed in our Terms of Service.
9. Non-Returnable Items
The following items cannot be returned:
- Carton products (unless defective)
- Custom-made or made-to-order products
- Products not in pristine, unused condition
10. Contact Us
For questions about returns or to initiate a return, please contact us at: Email: support@martecpack.com