Return & Refund Policy
At MarinaLondon, we strive to ensure your complete satisfaction with every purchase. If you are not entirely satisfied with your order, we’re here to help. Please review our return and refund policy below for details on how we handle different scenarios:
1. Return Method
Return Condition
If you wish to return your order, please contact our customer support team within 30 days of receiving your order to initiate the return process. We may request photos or additional information to assess the issue.
Refund Issue Time Window
Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund. Refunds will be processed within 3 business days after approval.
Refund Amount
We will issue a full refund for the purchase price of the item(s) returned, including any shipping charges.
Responsibility for Return Cost
In cases where the reason for the return is our fault, we will provide you with a prepaid shipping label. You will not be responsible for any return shipping costs. In other cases, the customer will be responsible for the return shipping costs.
2. Specific Cases for Product Returns
Damaged Products
If you receive a product that is damaged, please contact our customer support team within 30 days of receiving your order. The return process will follow the Return Method outlined in section 1.
Responsibility for Return Cost: We will be responsible for the return shipping costs.
Faulty Items
If your item is faulty or not functioning as intended, please contact our customer support team within 30 days of receiving your order. We will instruct you on the return specifically. The return process will follow the Return Method outlined in section 1.
Responsibility for Return Cost: In this case, we will be responsible for the return shipping costs.
Wrong Items
If you receive an incorrect item, please contact our customer support team within 30 days of receiving your order. The return process will follow the Return Method outlined in section 1.
Responsibility for Return Cost: We will be responsible for the return shipping costs.
Change of Mind
If you change your mind about a purchase, you can return the item within 30 days of receiving your order. The item must be in its original condition and packaging. Once we receive the returned item, we will issue a refund to your original payment method.
Responsibility for Return Cost: The customer is responsible for covering the return shipping costs.
Order Never Arrived
If your order has not arrived within the specified delivery time frame, please contact our customer support team to report the issue. The return process will follow the Return Method outlined in section 1.
Responsibility for Return Cost: You will not be responsible for any return shipping costs for undelivered orders.
3. Exchange
If you wish to exchange an item for a different size, color, or variant, please contact our customer support team within 30 days of receiving your order. We will assist you with the exchange process based on product availability. You will be required to return the original item (unused and in its original packaging). Once we receive the returned item, we will ship the exchanged item to you.
Responsibility for Return Cost: You will be responsible for return shipping costs.
4. Cancelation
If you decide to cancel your order, please contact our customer support team as soon as possible. We will respond to you within 1 business day. Orders can only be cancelled if they have not yet been shipped. Once an order is shipped, it cannot be cancelled. If the order has not been shipped, we will issue a full refund to your original payment method.
5. Refund Method
The refund will be sent back to the original payment method used to check out the order in:
- 24 hours for PayPal
- Up to 10 days for credit/debit cards
6. Contact Us
If you have any questions or require further assistance regarding our return and refund policy, please don’t hesitate to contact our customer support team. We are here to help ensure your shopping experience with us is smooth and satisfactory.
Email: [email protected]
Tel: +84 339510236