Our product exchange policy aims to provide customers with complete security regarding the items purchased in our store.
All of our products come with a warranty against manufacturing defects.
We also accept exchanges for products that arrive different from the one ordered by the customer.
If you receive a product with a manufacturing defect or different from what you ordered, please follow these steps to request an exchange:
If more than 7 business days have passed and the product shows any flaw or defect, please contact us providing your ID, order number, the product to be returned, and the defect.
Once we receive your email, we will forward your request to our quality control department for verification. This department’s authorization is required before an exchange can be made. After analysis, we will contact you with the result and whether an exchange is necessary.
The deadline to request an exchange for this reason is up to 90 days after receiving the product.
⚠️ Please note: we will not process exchanges or refunds after this period.
Your claim will be analyzed within a maximum of 7 business days and, if the issue is confirmed, we will contact you via email. You may then choose one of the following options:
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Receive a refund of the amount paid.
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Receive a new product identical to the one ordered.
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Receive a product of similar value.
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Receive a coupon equal to the product value to use in future purchases.
According to the Consumer Defense Code (CDC), cancellation requests for online purchases must be made within 7 calendar days after the delivery date.
For credit card refunds, our financial department has a maximum of 7 business days to process with the card operator. The final deadline for the refund to appear on your credit card statement is up to 120 days, depending on the card issuer and your billing cycle.
If a bank transfer refund is required, it will be made to a checking account within 10 business days after quality analysis, and only to an account under the same name and ID used to make the purchase on our website.
Products returned without prior communication, outside the deadline, missing or with discrepancies in items, without tags or invoice will be returned to the customer. The same applies to exchanges denied after quality analysis. These will be returned to customers via “collect on delivery” shipping, and the return shipping fee must be paid by the customer.
⚠️ Important: Marivelle is not responsible for shipping expenses related to returns for refund, chargebacks, or exchanges for other products. These costs are the responsibility of the customer.