What Is Your Refund Policy?Updated 6 months ago
Q: What is your refund policy?
A: At MarbellaClo, our refund policy includes the following key points:
Eligibility for Refunds:
- We offer a 100% refund for all orders unless they have been fulfilled or if it has been less than 24 hours since the order was placed.
- Refunds can also be processed after the item has been delivered, provided it meets specific criteria.
Refund Criteria:
- Distressed Material: Some products feature distressed vegan leather or other distressed materials as part of their design. Distressing or texture variation does not count as wear and tear or damage and is therefore not eligible for a refund.
- Damages & Defects: If your product has a genuine defect or damage not related to the design (such as stitching issues or broken hardware), you may request a refund. Please provide clear photos to demonstrate the issue so we can evaluate and approve your request.
Delivery Issues:
- Once an order is marked as delivered to the address provided at checkout, Marbella is no longer responsible for the package. It’s the customer's responsibility to ensure the delivery address is correct and secure.
- If a package is marked as delivered but cannot be located, we cannot issue a refund or replacement. In such cases, we recommend contacting the carrier directly for assistance with filing a claim.
Final Sale Items:
- Some items purchased during a sale or on clearance are not eligible for a refund. These items are considered final sale and cannot be returned or exchanged unless they are damaged or defective upon arrival. Please review product details carefully before completing your order.
Processing Refunds:
- If your refund is approved, it will be processed within 3-5 business days. The funds will be returned to your original payment method, but please note that it may take additional time for the refund to appear in your account, depending on your bank or payment provider.
Contact Us:
- If you have any questions about your refund or need further assistance, please contact us at [email protected]. We’re here to help!