1. Returns
Eligibility for Returns:
- Items must be returned within 30 days of the delivery date.
- To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.
- Some items are non-returnable, including but not limited to:
- Gift cards
- Downloadable software products
- Perishable goods
Return Process:
- To initiate a return, please contact our customer service team at [your email] with your order number and reason for return.
- Once your return is approved, we will provide you with a return shipping label and instructions on how to send your item back to us.
- Customers are responsible for paying the return shipping costs unless the item is defective or we made an error.
2. Refunds
Refund Processing:
- Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.
- If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days.
Partial Refunds:
- Partial refunds may be granted in cases where:
- The item is not in its original condition, is damaged, or is missing parts for reasons not due to our error.
- The return request is made more than 30 days after delivery.
Late or Missing Refunds:
- If you haven’t received a refund yet, first check your bank account again.
- Then contact your credit card company, as it may take some time before your refund is officially posted.
- If you’ve done all of this and still have not received your refund, please contact us at [your email].
3. Exchanges
Exchange Policy:
- We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [your email], and we will provide instructions on how to proceed.
4. Exceptions
Non-Returnable Items:
- Certain types of items cannot be returned, such as perishable goods, custom products (like special orders or personalized items), and digital goods (like software or downloadable content).
Restocking Fees:
- A restocking fee of 15% may be applied to returned items that are not defective or damaged.
5. Shipping
Shipping Costs:
- Return shipping costs are the responsibility of the customer unless the return is due to our error or the item is defective.
Lost or Damaged Returns:
- We recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
6. Contact Information
Customer Service Contact:
- For any questions related to returns and refunds, please contact us at accounts@marvelloushobbies.com or call us at 082 041 6846.