Delivery & Returns
All our products are available in our various distribution centres :
300 West Olive Avenue
Memphis, Tennessee, USA
Tel. +1 866-409-7225
Zeusstraat 3, 5048 CA,
Tel. +31 13 2200 003
1200 Boul. Industriel
J2N 3B5, Canada
METHOD OF TRANSPORTATION
Products will be delivered to the address indicated by you when placing the order. We use various transportation companies and couriers, depending on the region of your delivery address, in order to reduce transportation costs.
IF you would prefer to pick up your order at our distribution centre, please contact Customer Service or your Martins Industries representative.
Deliveries by tractor and semi-trailer require a receiving dock. If you do not have a receiving dock, you must notify Customer Service in advance. Should you fail to notify Martins Industries, additional fees may apply, for example, for using a truck with a lifting tail gate or unloading by a delivery company.
An order placed for an “In stock” product is prepared and shipped within 24 to 48 hours at the most, excluding weekends. This depends on the distance between our distribution centre and your delivery address. This delivery date is determined by the transportation company and cannot be guaranteed by our services.
USA : 1 to 4 days
Canada : 1 to 6 days
Europe : 1 to 5 days
In the event that a delivery is delayed beyond the five to ten business days following the shipping date, we encourage you to notify us by contacting Customer Service by telephone or by email.
We will inquire with the transport operator in question to determine the location of the package. If the merchandise is located, it will be redirected to your address as soon as possible.
Otherwise, after having received confirmation of loss from the transport operator, we will resent the product(s) to you. Should the product(s) be permanently unavailable, we will refund the amounts collected in accordance with these general terms and conditions of sale.
INSPECTION OF MERCHANDISE
We encourage you (or the person receiving on your behalf) to inspect the condition of the products upon delivery. In the event of a discrepancy (damage, missing product according to delivery slip, damaged package, broken products, etc.), please notify our Customer Service department by telephone or email as soon as possible.
At the slightest problem during delivery, it is very important that you keep the items in the condition in which they were delivered (including accessories, slips, packaging and overwrapping). You must refuse delivery, NOT sign the delivery slip, and contact our Customer Service department by telephone immediately.
In any event, these precautions will not impede you from receiving the legal warranty and exercising your right of cancellation.
UPON NOTICING A DELIVERY ERROR
Recipient error. Should you receive a delivery that is not intended for you, please keep the package in its current condition and notify our Customer Service department immediately.
Products delivered do not comply with order. In the event of a non-compliant product, you can contact our Customer Service department to place a complaint.
COMPLETE RETURN OF ORDER
When returning an order, we recommend that you overwrap the original packages of the products, as we are only able to accept products returned in their entirety, fully in tact and in good condition, otherwise no refund will be given.
Your return must include a copy of the invoice. The refund or exchange will only proceed if the product is undamaged and returned in full.
RETURN RISKS: PRECAUTIONS TO BE TAKEN
When returning the product, you must declare the value of the product, based on the purchase invoice, and ensure that return risks are kept to a minimum.
IN THE EVENT OF ERROR OR NON-COMPLIANCE
Upon receiving a reasoned request, we will assign a return number to the product(s) in question. In the event of a delivery error or non-compliance, Martins Industries will see to collecting the merchandise and will pay the transportation charges. Please contact Customer Service by telephone.
DURATION OF RIGHT OF CANCELLATION
We allow you a cancellation period of 14 days should you wish to return products, at your own expense. This period begins the day following reception of the product. Once this period has expired, you are no longer entitled to this right of cancellation.
EXERCISING RIGHT OF CANCELLATION
In order to ensure proper management of returns, please notify Customer Service by telephone in advance.
Should you choose to exercise your right of cancellation, you may request a refund of the amounts paid or an exchange in an amount equal to amounts paid, or, with a difference to be paid, in accordance with the applicable legal provisions.
This right of cancellation will be exercised without any penalty. However, fees for a perfect return will remain at your expense. You must ensure that the cancelled order is returned in full, according to the abovementioned conditions.