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Exchanges and Returns
1. EXCHANGES
Do you wish to exchange the size or color of the item you received?
Exchanges can only be made when a product of the same reference is available in another size or color. The request must be made within a maximum period of 14 days from the date of receipt of the order.
- Currently, we do not offer direct exchanges for products of different references.
- We recommend that you make the request as soon as possible so we can try to ensure the reservation of the new size or color.
⚠️ WARNING: The shipment of the new product will only be carried out after payment of the new shipping costs by the customer.
2. RETURNS
If you wish to return one or more products (due to non-conformity, shipping error, or exercising the right of withdrawal), you must communicate this intention within 14 days from the date of receipt of the order.
⚠️ After this period, returns and respective refunds ARE NOT ACCEPTED.
Mandatory conditions for return acceptance:
- Products must be returned in proper conditions of use.
- They cannot be damaged, dirty, or show signs of use or excessive manipulation.
- They must be accompanied by all accessories and original packaging.
- The product must reach MARSOG, LDA. within a maximum of 28 days after the date you received the order.
IMPORTANT: Exchanges or returns of PERSONALIZED PRODUCTS (made to measure, with embroidered names, or customer specifications) are not accepted, except in case of manufacturing defect.
3. HOW TO MAKE A REQUEST (INSTRUCTIONS)
To start an exchange or return process simply, follow these steps:
- Access your Personal Area and go to “Order History”.
- Click the “View” button (eye icon) on the corresponding order line.
- Once inside the order detail, click the red “Returns” button (arrow) next to the product you want to return.
- Fill out the form and follow the instructions presented.
You can track the status of your request at any time in your personal area.
Where to send?
The shipping address is the one stated in the header of the invoice you received with the order. Please check that document.
Warning: We do not accept returns sent via Cash on Delivery (COD).
4. COSTS AND REFUNDS
Who pays for shipping?
- The Customer: Shipping costs to return the product (whether exchange or return due to withdrawal) are the sole responsibility of the customer.
- MARSOG, LDA.: We will only assume return and new shipping costs if the reason is our error (e.g., wrong item sent) or product defect.
How is the refund made?
After we receive the product and verify that it meets the conditions described above, MARSOG, LDA. will proceed with the refund of the amount paid (including initial shipping costs).
- Deadline: Up to 14 calendar days after receipt and verification of the items.
- Method: Bank Transfer to the IBAN indicated by the customer.
Note: The refund may be withheld until MARSOG, LDA. physically receives the returned product. Customs duties or international taxes are not refundable.