Politique de remboursement

Marten's Realm, operated by Autana Consulting Inc.
Last updated: October 1, 2026

This policy covers orders placed at martensrealm.com and shipped within Canada.

30 days
You have 30 days from the delivery date to ask for a return or a refund. Email support@martensrealm.com with your order number and the reason. Wait for our written approval before you ship anything. We will send the return address only in that reply.

Approval required
A parcel sent to the return address without that prior approval will not be accepted. It will be returned to sender at your expense. We will not inspect it, and we will not issue a refund for it. The same applies to a parcel sent to any other address.

Change of mind
Unused toys, in original condition, with all pieces and the original packaging, can be returned within 30 days. We refund the price you paid for the item, after any discount, once we have inspected it. We do not refund the original shipping charge on a change-of-mind return. You pay the cost of shipping the return to us. There is no restocking fee.

If a return brings the rest of the order under the free-shipping threshold, we do not go back and charge you the shipping you already received for free.

Damaged, wrong, or missing
If a toy arrives damaged, incomplete, or not what you ordered, email us within 30 days with your order number and a photo. Do not send the item back. We will ask you to dispose of a damaged toy, and we will send a replacement or refund the item and any shipping you paid on that order. You do not pay return shipping on these.

Gift cards
An unused gift card can be refunded within 30 days if the code has not been redeemed. Once any amount has been redeemed, the card is not refundable. Gift cards cannot be returned by mail.

How the refund is paid
Refunds go back to the original payment method. We send the refund within 5 business days of approving a no-return case, or of receiving and inspecting a mailed return. Your bank may take a few more days to show it.

What we cannot refund
Toys that are used, missing pieces, or not in a condition we can sell again. Parcels sent without prior written approval, including any parcel that is returned to sender at your expense. Orders outside the 30-day window. Shipping charges on a change-of-mind return.

Cancellations
Email us before the order has shipped and we will cancel and refund it. If it has already shipped, it follows the return steps above.

This policy is our store promise. It does not limit any right you have under the laws of your province.

Contact
support@martensrealm.com