Refund policy

1. Returns for Defects, Damage, or Wrong Items (Worldwide)

We want you to be happy with your order. If your item arrives damaged, defective, or you receive the wrong product, please contact us within 7 days of delivery at hello@itsmartemade.com with your order number and photos of the issue.

If the claim is approved:

  • We will replace the item or issue a refund.

  • We will cover the return shipping costs when applicable.

This section applies to all customers worldwide.


2. Voluntary Returns (Non‑EU Customers)

For customers outside the EU, we do not offer returns for change of mind. Returns are only accepted in cases of defects, damage, or incorrect items as described above.


3. EU Right of Withdrawal (14‑Day Cooling‑Off Period)

If you are located in the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your order — without giving any reason.

How to exercise this right

You must notify us within 14 days of delivery by emailing hello@itsmartemade.com. After notifying us, you have 14 additional days to return the items.

Conditions

To be eligible:

  • Items must be unused and in original condition

  • Packaging must be intact (e.g., sticker sheets not peeled, bookmarks not bent)

  • Proof of purchase must be included

Return shipping costs

Under EU law, unless otherwise stated:

  • The customer is responsible for the cost of returning the goods.

  • We do not provide prepaid return labels for voluntary EU withdrawals.

Exceptions (EU law)

The right of withdrawal does not apply to:

  • Custom or personalised items

  • Digital downloads once the download has begun

  • Items returned in used or damaged condition


4. Non‑Returnable Items

We cannot accept returns for:

  • Custom or personalised products

  • Digital downloads

  • Gift cards

5. Refunds

Once your return is received and inspected, we will notify you of approval or rejection.

If approved:

  • Refunds are issued to your original payment method

  • Processing time is typically up to 10 business days

If more than 15 business days have passed since approval, contact us at hello@itsmartemade.com.


6. Exchanges

We do not offer direct exchanges. If you want a different item, please return the original product (if eligible) and place a new order.


7. Return Address

Returns must be sent to:

It's Marte Made
Gentsestraat 7
4411DK Rilland
The Netherlands