Return & Refund Policy

Return & Refund Policy – Mardin Techno

Last Updated: November 2025

At Mardin Techno, your satisfaction is our top priority. We want you to shop with complete confidence, knowing that we stand behind every product we sell.

This Return & Refund Policy explains your rights, our responsibilities, and how we handle returns, refunds, exchanges, and replacements for all orders.

Our Commitment to You

✅ 30-Day Satisfaction Guarantee
✅ Hassle-free returns for defective or incorrect items
✅ Fair, transparent, and customer-focused solutions
✅ Full compliance with UK, EU, and international consumer protection laws

1. 30-Day Quality Guarantee (Defective, Damaged, or Incorrect Items)

If you receive a product that is defective, damaged, incorrect, incomplete, or not as described, we will make it right — at no cost to you.

Eligibility:
You must contact us within 30 days from the delivery date if:
- The product arrives damaged or defective
- The product is incorrect, incomplete, or missing parts
- The product does not match the description or specifications
- Your order never arrives or is confirmed lost in transit

How to Request a Return or Refund:
1. Contact us at mardintechno@gmail.com with:
   - Your order number
   - A brief description of the issue
   - Clear photos or videos showing the problem (product, packaging, labels, damage, etc.)

2. Our team will review your request within 24-48 hours

3. We will offer one of the following solutions:
   ✅ Free replacement product (shipped at no cost to you)
   ✅ Full refund to your original payment method
   ✅ Partial refund (if you prefer to keep the item with a discount)
   ✅ Store credit (110% of purchase value for future orders)

Important Notes:
- In most cases, you do NOT need to return the defective or damaged item unless we specifically request it
- If a return is required, we will provide a prepaid return label or reimburse return shipping costs
- All defective/damaged item claims are handled at our expense

2. Change of Mind Returns (Cooling-Off Period / Voluntary Returns)

We understand that sometimes you may change your mind about a purchase. We respect your right to return products in accordance with applicable consumer protection laws.

UK & EU Customers (Distance Selling Regulations / Consumer Contracts Regulations):
Under UK and EU law, you have the right to cancel your order and return products within 14 days of delivery for any reason, without needing to provide justification.

To exercise this right:
- Contact us at mardintechno@gmail.com within 14 days of receiving your order
- Items must be unused, undamaged, and in original condition with all packaging, accessories, and documentation
- You are responsible for the cost of return shipping
- Original shipping fees are non-refundable (unless the product is defective or incorrect)

Customers Outside UK/EU:
We offer a 30-day voluntary return period for change-of-mind returns.

- Contact us at mardintechno@gmail.com within 30 days of delivery
- Items must be unused, in original condition, and in original packaging
- Return shipping costs are the customer's responsibility

Flexible Return Options (To Save You Money):

International return shipping can be expensive (often £20-£50 or more). To provide you with better options, we offer:

Option 1: Store Credit (110% value)
- Keep the item (use it, gift it, or donate it)
- Receive 110% of your purchase price as store credit for future orders
- No return shipping required ✅

Option 2: Partial Refund (30-50%)
- Keep the item
- Receive a partial refund (percentage depends on item and reason)
- No return shipping required ✅

Option 3: Full Refund (Standard Return)
- Return the item at your expense
- Receive a full refund after inspection and approval
- Return shipping costs apply ❌

We will work with you to find the fairest and most cost-effective solution.

3. Items Not Eligible for Return

For health, safety, hygiene, or customization reasons, certain items cannot be returned once opened or used:

❌ Personal care or hygiene products (opened or used)
❌ Customized, personalized, or made-to-order items
❌ Digital products, software, or downloadable content
❌ Items marked as "Final Sale" or "Non-Returnable" on the product page

If a product is non-returnable, this will be clearly stated on the product page before purchase.

Exception: Defective or incorrect non-returnable items are still eligible for refund or replacement under our Quality Guarantee.

4. Undeliverable or Returned Packages (Failed Delivery)

If your package cannot be delivered due to:
- Incorrect or incomplete shipping address provided at checkout
- Recipient unavailable after multiple delivery attempts
- Refusal to accept delivery
- Customs clearance issues (unpaid duties or taxes)

The package may be returned to the sender (our supplier or warehouse).

In these cases:
- We will contact you to arrange redelivery
- Reshipping fees will apply (cost of new shipping label)
- OR you may request a refund minus original shipping costs and any return fees incurred

To avoid delivery issues:
✅ Double-check your shipping address before placing your order
✅ Provide a phone number for carrier contact
✅ Monitor tracking updates and delivery notices
✅ Be aware of your country's customs and import duty requirements

5. Return Process – Step by Step

To ensure a smooth return experience, please follow these steps:

Step 1: Contact Us First
Email us at mardintechno@gmail.com with:
- Your order number
- Reason for return (defect, damage, change of mind, etc.)
- Photos or videos (if applicable)

Step 2: Wait for Return Authorization
- Our team will review your request within 24-48 hours
- We will provide return instructions, return address, and a Return Merchandise Authorization (RMA) number
- Do NOT send items back without authorization — unauthorized returns may not be accepted

Step 3: Pack the Item Securely
- Use original packaging if possible
- Include all accessories, manuals, cables, and documentation
- Pack securely to prevent damage during return shipping

Step 4: Ship the Item
- Use a trackable shipping method
- Send us the tracking number so we can monitor the return
- Keep your shipping receipt until the return is processed

Step 5: Refund or Replacement
- Once we receive and inspect the returned item (typically 5-10 business days after arrival), we will:
  - Issue your refund to the original payment method, OR
  - Ship your replacement product

6. Refund Processing

Approved refunds are processed as follows:

Timeframe:
- Refunds are issued within 5-10 business days after we receive and inspect the returned item (or verify the issue for non-return cases)
- Please allow an additional 5-10 business days for the refund to appear in your account, depending on your bank or payment provider

Refund Method:
- Refunds are issued to the original payment method used at checkout (credit card, debit card, PayPal, etc.)
- Store credit refunds are issued immediately and can be used on future orders

What is Refunded:
- Product price (full or partial, depending on the situation)
- Original shipping fees (only if the return is due to our error — defective, damaged, or incorrect item)

What is NOT Refunded:
- Return shipping costs (unless the return is due to our error)
- Original shipping fees (for voluntary/change-of-mind returns)
- Customs duties, import taxes, or fees (these are non-refundable and set by your country's customs authority)

7. Exchanges & Replacements

For defective, damaged, or incorrect items, we typically offer a free replacement as the fastest solution.

How Replacements Work:
- Contact us with your issue and proof (photos/video)
- We will arrange a replacement shipment at no cost to you
- In most cases, you do NOT need to return the defective item
- Replacement ships within 2-5 business days after approval

If Replacement is Not Available:
- If the product is out of stock or discontinued, we will issue a full refund instead
- You may also choose store credit (110% value) for a future purchase

Size/Color Exchanges (Change of Mind):
- If you ordered the wrong size or color, contact us within 14 days (UK/EU) or 30 days (other countries)
- Return shipping costs apply
- We will send the correct size/color once we receive the original item

8. Lost or Stolen Packages

If your tracking shows "delivered" but you did not receive your package:

Step 1: Check with neighbors, building management, or household members
Step 2: Contact the carrier (tracking number provided in your shipping confirmation email)
Step 3: Contact us at mardintechno@gmail.com if the package cannot be located

We will:
- Investigate with the shipping carrier
- File a claim if necessary
- Provide a replacement or refund once the claim is resolved

Note: We are not responsible for packages stolen after confirmed delivery. We recommend using a secure delivery location or requiring a signature for high-value orders.

9. Damaged in Transit

If your package arrives visibly damaged:
- Do NOT refuse the package — accept it and inspect the contents
- Take photos of the damaged packaging and product
- Contact us immediately at mardintechno@gmail.com with photos

We will arrange a replacement or refund at no cost to you.

10. Your Consumer Rights

This Return & Refund Policy is in addition to your statutory consumer rights under applicable law, including but not limited to:

UK: Consumer Rights Act 2015, Consumer Contracts Regulations 2013
EU: Consumer Rights Directive 2011/83/EU
US: State-specific consumer protection laws
Other Countries: Local consumer protection regulations

Nothing in this policy limits or excludes your legal rights.

11. Contact Us

If you have any questions about returns, refunds, or this policy, or if you need assistance with an order, please contact us:

📧 Email: mardintechno@gmail.com
🕒 Business Hours: Monday–Friday, 9:00 AM – 6:00 PM (GMT)
⏱️ Response Time: We aim to reply within 24 hours

Our team is here to help and will work with you to find a fair, transparent, and satisfactory solution.

Thank you for choosing Mardin Techno — where the best of humanity meets the best of technology.