Refund policy

Refund, Return & Cancellation Policy

Thank you for choosing Marell.

At Marell, we strive to deliver products of the highest quality. Every item is carefully inspected before dispatch. Please read our Refund, Return & Cancellation Policy before placing your order.

Order Cancellation:

Orders may be cancelled within 1 hour of being placed.

Once this period has passed, your order enters processing and can no longer be cancelled.

Cancellation Charges:

  • No cancellation fee is charged if you cancel within the 1-hour window.
  • If Marell cancels an order due to stock unavailability, logistics issues, or other unforeseen circumstances, a full refund will be issued.

Returns & Replacements:

Bags & Wallets:

We offer a 24-hour replacement policy for bags and wallets.

To request a replacement:

  • Contact us within 24-hours of receiving your order.
  • The product must be unused, in its original condition, and returned with all original packaging, tags, and accessories.
  • A valid Order ID or proof of purchase is required.
  • Requests made after the 24-hour replacement window will not be eligible for replacement.

Replacement requests may be declined if the product shows signs of use, damage caused by the customer, or is returned without its original packaging. 

Perfumes:

Due to hygiene and safety reasons, perfumes are not eligible for replacement or exchange, except in the following cases:

  • The product arrives damaged.
  • You receive the wrong product.
  • The product is defective or leaking upon delivery.

To report a damaged or incorrect perfume, please contact us within 24 hours of delivery and provide:

  • Your Order ID
  • Clear photographs of the product
  • A full-length, unedited unboxing video (mandatory)

Requests submitted without an unboxing video may not be eligible for approval.

What Is Not Eligible:

We do not accept returns or replacements for:

  • Change of mind
  • Personal preferences
  • Size or fit issues
  • Products that have been used, washed, damaged by the customer, or returned without their original packaging

Please review the product description carefully before placing your order.

Refunds:

Approved refunds are processed to the original payment method. Processing times may vary depending on your bank or payment provider.

Complaint Resolution:

  • All customer complaints are acknowledged within 48 hours.
  • We aim to resolve all complaints within 30 days of receiving them.

Need Help?

For any questions regarding cancellations, refunds, or replacements, please contact our support team:

Email: talktomarell@gmail.com
Whatsapp Support: +91-9489794053
Support Hours: Monday to Saturday, 10:00 AM to 7:00 PM

Important Note:

In exceptional circumstances such as inventory shortages, logistics disruptions, or other unforeseen events, Marell reserves the right to cancel an order and issue a full refund.

Marell also reserves the right to decline any return or replacement request that does not meet the conditions outlined in this policy.