Refund policy

Refund & Return Policy

Store: marsmlove.us  |  Contact: marilinwooles@gmx.us

At marsmlove.us, we want you to feel confident with every purchase. If something isn’t right, we’re here to help with a clear, fair, and transparent return and refund process.

This policy applies to purchases made on marsmlove.us. By placing an order, you agree to the terms below.

1) Return Window

  • You may request a return within 14 days of delivery (based on tracking confirmation).
  • After your return request is approved, items must be shipped back within 7 days.

2) Eligibility for Returns

To be eligible for a return, items must be:

  • Unworn, unwashed, and in original condition
  • With original tags attached (if applicable)
  • In the original packaging (if applicable)
  • Free of odors (perfume, smoke), stains, pet hair, or damage

We reserve the right to refuse returns that show signs of wear, alteration, or misuse.

3) Non-Returnable Items

The following items are generally non-returnable:

  • Final sale / clearance items (when clearly marked at purchase)
  • Gift cards
  • Personal care / hygiene-sensitive items (e.g., intimates, bodysuits, swimwear) if applicable and clearly noted on the product page
  • Items returned without authorization (no prior approval)

If you’re unsure whether your item is eligible, email us and we’ll confirm before you ship anything back.

4) How to Start a Return

  1. Email us at marilinwooles@gmx.us with:
    • Order number
    • Item(s) you want to return
    • Reason for return
    • Clear photo(s) if the item is damaged/defective or incorrect
  2. We will review your request and respond with next steps and the return instructions.
  3. Once approved, securely pack the item(s) and ship them back following the provided instructions.

Please do not send returns to the address on the package unless we confirm it as the correct return destination.

5) Return Shipping Costs

  • For customer-initiated returns (e.g., sizing, color preference, changed mind), return shipping costs are the customer’s responsibility.
  • If the return is due to our error (wrong item sent) or a verified defect/damage, we will work with you to resolve the issue. Depending on the case, we may provide a replacement, a prepaid return option, or a refund after verification.

6) Refunds (When & How)

After we receive and inspect your return, we’ll notify you of approval or rejection. If approved:

  • Refunds are issued to the original payment method used at checkout.
  • Processing time: typically within 3–7 business days after inspection (bank posting times may vary).
  • Original shipping fees (if charged) are non-refundable, except where required by law or if the return results from our error.

If your return is rejected due to condition issues, we can (where possible) ship it back to you at your expense, or dispose of it if you request.

7) Exchanges

We do not guarantee direct exchanges because stock can change quickly. The simplest way is to return the eligible item for a refund and place a new order for the correct size/color. If you need help choosing, email us and we’ll guide you.

8) Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery. If your item is damaged, defective, or you received the wrong item, contact us within 48 hours of delivery at marilinwooles@gmx.us.

  • Include your order number and clear photos/video of the issue (and the packaging if relevant).
  • We will assess and offer an appropriate resolution (replacement, partial refund, or full refund where applicable).

9) Late or Missing Refunds

If you haven’t received a refund yet:

  1. Check your bank/credit card account again.
  2. Contact your card issuer or bank—posting times vary.
  3. If you still need help, email us at marilinwooles@gmx.us with your order number.

10) Cancellations

If you need to cancel an order, please contact us as soon as possible at