At Marbil Store, customer satisfaction is important to us. We aim to provide high-quality products and a smooth shopping experience. If you are not completely satisfied with your purchase, this Returns & Refund Policy explains the conditions under which you may return products and request a refund.
Please read this policy carefully before making a return.
Eligibility for Returns
If you wish to return an item, you should notify us within the applicable return period after receiving your order.
To be eligible for a return, products should be unused, undamaged, and in their original condition. Wherever possible, items should be returned with their original packaging, labels, accessories, manuals, and any promotional items included with the purchase.
We reserve the right to refuse returns that do not meet these conditions or where products have been used, damaged through misuse, or returned in an unsuitable condition.
Non-Returnable Items
For hygiene, health, safety, or legal reasons, certain products may not be eligible for return unless they are faulty or damaged upon arrival.
Products that have been customised, specially ordered, or made to customer specifications may also be excluded from our standard return policy.
Any exclusions will be clearly communicated where applicable.
Faulty, Damaged, or Incorrect Items
If your order arrives damaged, defective, or you receive the wrong product, please contact our customer support team as soon as possible after delivery.
To help us investigate your request quickly, we may ask you to provide your order number, photographs of the product and packaging, and a brief description of the issue.
Once the issue has been verified, we will work with you to provide an appropriate solution, which may include a replacement, exchange, repair, or full refund, depending on the circumstances.
Return Process
Before returning any product, please contact our customer support team to request return instructions.
Once your return request has been approved, you will receive guidance on how and where to send the item.
Products should be securely packaged to prevent damage during transit. We recommend using a tracked delivery service where appropriate, as we cannot accept responsibility for items lost or damaged while being returned.
Refunds
Once your returned item has been received and inspected, we will notify you of the outcome of your refund request.
If approved, your refund will be processed using the original payment method wherever possible.
The time required for funds to appear in your account may vary depending on your payment provider or financial institution.
Original delivery charges are generally non-refundable unless the return is due to an error on our part or the product is confirmed to be faulty.
Exchanges
Where stock is available, we may offer an exchange for defective, damaged, or incorrectly supplied products.
If the requested replacement item is unavailable, we may offer an alternative product or issue a refund.
Return Shipping
Customers may be responsible for return shipping costs where products are returned because they are no longer required or ordered in error.
If a return is the result of our mistake, or if the product is faulty, damaged, or incorrect, we will work with you to arrange an appropriate solution in accordance with applicable consumer rights.
Inspection of Returned Items
All returned products are inspected upon arrival to verify their condition and eligibility for a refund or exchange.
If returned items show signs of misuse, accidental damage, missing components, or excessive wear that was not present upon delivery, we may reduce the refund amount or decline the return where permitted by law.
Consumer Rights
Nothing in this Returns & Refund Policy affects your statutory rights under applicable consumer protection laws within the United Kingdom.
Your legal rights remain fully protected.
Changes to This Policy
We may update this Returns & Refund Policy from time to time to reflect changes in our business practices, products, or legal obligations.
Any revisions will be published on this page and will become effective immediately upon publication.
We encourage customers to review this policy periodically before making a purchase.
Contact Us
If you have any questions regarding returns, exchanges, or refunds, please contact our customer support team.
We are committed to resolving any issues fairly, efficiently, and professionally, and we will be happy to assist you with your enquiry.