1. Overview and Corporate Identity

This Refund and Return Policy governs the procedures for order cancellations, returns, and financial refunds for products purchased through www.grupomartisab.com, operated by GRUPO MARTI, S.A.B. DE C.V. (brand name: Grupomartisab).

Corporate Entity: GRUPO MARTI, S.A.B. DE C.V.

Registered Address: FRANCISCO I MADERO NO. 12 SANTA URSULA XITLA TLALPAN, 14420, MEXICO CDMX

Customer Support Email: equipment@grupomartisab.com

Telephone Contact: +52 5587518110

2. Shipping Framework and Transit Delays

For our European clientele, we partner with premier international carriers, including DHL, FedEx, and UPS Priority services, to fulfill our winter sports and skiing equipment range. Standard shipping typically requires 7 to 10 working days.

Automated Tracking Notifications: In order to maintain complete transparency, automated shipping tracking notifications are sent directly to the email address provided during checkout at key operational milestones, including order dispatch, arrival at carrier transit hubs, and local final delivery stages, keeping customers informed of their order progression.

Transit Investigations: If a customer’s order exceeds the standard shipping timeframe, our support team will open a formal investigation directly with the respective carrier. Based on the actual findings and carrier tracking status, appropriate resolutions—such as a full refund or a replacement shipment—will be determined and executed.

3. Right of Withdrawal and European Consumer Returns

In full compliance with European consumer protection legislation for distance selling, our European customers are granted statutory protections:

14-Day Right of Withdrawal: Consumers possess a 14-day Right of Withdrawal, enabling them to cancel and return their purchase within 14 days from the day they, or a designated recipient, acquire physical possession of the goods, without providing any justification.

Return Address: Customers within Europe who are required to ship eligible returned merchandise back to our operational facility must send items to our official corporate and return address:

Return Address: FRANCISCO I MADERO NO. 12, SANTA URSULA XITLA, TLALPAN, 14420, MEXICO CDMX

4. Defective, Damaged, or Flawed Items

If a customer receives an item that exhibits flaws, defects, or transport damage, they may contact our customer support team via email at equipment@grupomartisab.com within the applicable period to provide photographic evidence of the issue.

Upon verification of the provided evidence, we will process a refund or arrange a replacement for the order. To ensure efficient customer service, customers are not required to return damaged or flawed items physically; providing photographic proof is sufficient to initiate a refund or replacement remedy.

5. Refund Methods and Payment Processing

When a refund is approved under our policy terms, the funds will be credited back to the customer using the original payment method utilized during the initial transaction.

We support secure payment processing methods to handle financial transactions, including:

Major Credit and Debit Cards: Visa, Mastercard, and American Express

Digital Wallets and Mobile Payment Solutions: Apple Pay and Google Pay