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Exchanges and Returns

1. EXCHANGES

Same reference and by size or colour.

Exchanges may only be made when a product of the same reference is available in another size or colour and within 14 days of receipt of the order.

Exchange for products from other references is not currently available.

The request should be made as soon as possible so that you can try to secure a reservation of another size or color.

ALERT: The shipment of the new product will only be made after payment of new shipping costs by the User.

 

 

2. RETURNS

In the event of non-compliance, error in the delivery of the order or exercise of the right of withdrawal(*) and the User wishes to return one or more products, must do so within 14 days of receipt of the order.

(*)The right of withdrawal, learn more HERE.

 

In all cases, the products must be properly protected at the time of return, must be returned under the proper conditions of use, must not be damaged, dirty or with traces of handling that exceeds the handling normally permitted in a commercial establishment and must be accompanied by all possible accessories.

The User must ensure that the returned product (s) arrives at MARSOG, LDA. within 28 (twenty-eight) days from the date of receipt.

 

IMPORTANT: Exchanges or returns of custom products are not accepted, ie they have been made to your specifications or are clearly customized to your personal needs or tastes.

  

 

3. EXCHANGE AND RETURN INSTRUCTIONS

To request an exchange or return you must access the "Order History" in your personal area and click "View"  in the line corresponding to the product you want to exchange or return to view the "OVERVIEW", once there you must Click on “Return”  and follow the ordering instructions.

 The User can, at any time, follow the evolution of the order status in his personal area in “MY REQUESTS” / “Order History”.

Note: The address to which the User must send the product(s) is the one in the header of the invoice issued and sent.

Alert: Returns will not be accepted for any products that are Cash on Delivey to our address.

 

 

4. COSTS AND REFUNDS WITH EXCHANGES AND RETURNS

The expenses and charges for exchanges and returns are the responsibility of the User.

The MARSOG, LDA. will only assume the costs related to a new shipment if the cause of the return is proven to be attributable to MARSOG, LDA. . 

 

ALERT: For exchanges, the shipment of the new product will only be made after payment of the new shipping costs by the User.

 

The MARSOG, LDA. will reimburse the User for the corresponding invoiced amount (including initial delivery shipping charges) within 14 (fourteen) calendar days of receipt, verification and control of the product (s), in accordance with with the conditions described above. The refund will be made by bank transfer to the NIB or IBAN indicated by the User. The refund may, however, be withheld by MARSOG, LDA. until the returned product is received by it.

 

IMPORTANT: As with the exercise of the right of withdrawal(*), all Customs Duties, taxes or additional costs that the User may incur will not be refunded by MARSOG, LDA. in case of return of products.