DELIVERY AND RETURN
If you’re not satisfied with your purchase, you have 14 days from the date of shipment for any Exchange / or refund.
HOW TO REQUEST A RETURN/EXCHANGE
You must send an e-mail to info@designjoannemartin.com or call customer service at 1-866-772-8884 requesting an authorization for return. The subject line of the e-mail should be “RMA request – Order number [your order #]”. A Design Joanne Martin customer service representative will contact you within 24 hours during normal business hours from Monday to Friday. Design Joanne Martin will then issue a Return Merchandise Authorization (RMA) number.
Canada Returns: Once you receive your RMA #, include a printout copy inside the box with your return item(s) and send it back to the address below.
USA Returns: All returns MUST be sent via a traceable Purolator Service. Attach a copy of your original email invoice and RMA confirmation email to the outside of the box and send it to the address below.
Design Joanne Martin
223 Chemin Grande Côte
Rosemère, Québec, Canada
J7A 1H7
We accept only a single return by order; so we recommend that you carefully examine all articles received to ensure that they meet you prior to the return of certain items of your order.
You are responsible for any loss of the returned items until Design Joanne Martin receives them, therefore insuring the shipment and tracking is highly recommended. When applicable, your payment will be refunded to your account within thirty (30) calendar days of receipt. If you return an item not accompanied by the required paperwork there may be a delay in processing your return or in refunding your money or in the denial of the return altogether.
For assistance or questions regarding our return policy, please e-mail info@designjoannemartin.com or call customer service at 1-866-772-8884.
WHEN RETURNING AN ARTICLE, PLEASE RESPECT THE FOLLOWING INSTRUCTIONS
At Design Joanne Martin we accept returns/exchange request on any new, unused, undamaged, and unwashed merchandise from us that you are not fully satisfied with. Return or exchange must be made within 14 days of the original order ship date.
The article(s) to be exchanged must be returned with the returns form to Design Joanne Martin and the reason for their being returned should be stated.
Articles that have been customized by means of embroidery and articles specifically tailored to you may not be exchanged or returned.
Our exchange and refunds policy does not apply to articles exhibiting normal wear and tear or to articles that have been damaged due to non-compliance with the use and care guidelines.
Failure to comply with the above guidelines within the relevant time limits will debar the buyer from making any complaint or claim in relation to non-conformity of delivered products or conspicuous defects relating to the said products. The products will therefore be deemed to be compliant with the order and free from any conspicuous defects.
The return of the product is at the buyer’s own risk and expense.
INCOMPLETE RETURNS/MISSING TAGS
Wen returned items do not have their original tags, Design Joanne Martin may deduct $10 from the amount refunded or credited in order to cover the costs of re-packaging, or may add a $10 charge to the price of the product being exchanged.
THERE IS SOMETHING WRONG WITH MY PRODUCT AND / OR THERE ARE PROBLEMS WITH THE WAY MY ORDER HAS BEEN DELIVERED
If the product is lost by the carrier being dispatched from Design Joanne Martin to the buyer, the buyer will be held liable and will not receive any refund from Design Joanne Martin.
Design Joanne Martin does not accept ‘postage due’ parcels. The initial delivery costs for returns will not be refunded.
If the client wants to exchange their article, they will receive the exchanged article at no additional cost.
If the article(s) is/are exchanged for a more expensive article or articles, the difference in price must be paid before the exchanged article(s) can be dispatched. The client can exchange articles from one order. Beyond this limit, they will have to pay all postage and packaging costs relating to any exchange.
If the return is not accepted by our Customer Service department, the buyer cannot exercise their right to return the article and they must keep their purchase. If the return is not accepted by the Customer Service department, but the customer nonetheless sends the product back, the customer will not receive any refund. If the buyer changes their mind and wishes to have their article returned to them once again, they must formulate a request by email or in writing to Design Joanne Martin will return their article to them as quickly as possible. The cost of returning the article will be met by the buyer and must be paid in advance by credit/debit card.