Refund and Exchange Policy

At Mars Collections, we want you to be completely satisfied with your purchase. If you are not satisfied with your order, we are here to help! Below is our Refund and Exchange Policy which outlines the process for returning items, requesting refunds, and making exchanges.

Please read this policy carefully to understand the conditions and procedures for returning or exchanging products.

1. Returns

We accept returns within [14-30] days of the date your order was delivered. To be eligible for a return, the item(s) must meet the following criteria:

  • The item(s) must be unused, unwashed, and in the same condition that you received it.
  • The item(s) must be in its original packaging, with all tags and labels attached (if applicable).
  • The item(s) should not be on the list of non-returnable or final sale items.

Non-returnable items include:

  • Personalized or custom-made products
  • Perishable goods (e.g., food or beauty products with a short shelf life)
  • Clearance or sale items (unless stated otherwise)
  • Items marked "non-returnable" or "final sale" on the product page

Steps to Return an Item:

  1. Contact Us: To initiate a return, please contact us at [support@marscollections.com]with your order number and the reason for the return.
  2. Return Authorization: Once we receive your return request, we will send you instructions on how to return the item. Please do not return the product until you receive return authorization from our team.
  3. Ship the Item: Pack the item securely in its original packaging and include a copy of your order confirmation or packing slip. You will be responsible for the return shipping costs unless the item is faulty or damaged upon arrival.
  4. Tracking Your Return: We recommend using a trackable shipping service or purchasing shipping insurance to ensure that the returned item arrives safely. Mars Collections is not responsible for items lost or damaged during return shipping.

2. Refunds

Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund. If your return is approved, a refund will be issued to the original method of payment.

Please note that the original shipping fees are non-refundable, and return shipping costs are the responsibility of the customer, unless the item is damaged or defective.

Processing Time: Refunds typically take 5-7 business days to be processed after we receive the returned item. The time it takes for the refund to appear in your account may vary depending on your payment method and bank.

Partial Refunds may be granted for:

  • Any item not in its original condition, is damaged, or is missing parts for reasons not due to our error.
  • Items returned after the return window has passed.

3. Exchanges

We are happy to offer exchanges for defective or damaged items. If you received a defective or damaged product, please contact us within [14] days of delivery for assistance.

Steps to Exchange an Item:

  1. Contact Us: Please email us at [support@marscollections.com]with your order number, a description of the defect, and photos of the item if applicable.
  2. Return Authorization: Our customer service team will guide you through the return process and provide you with an exchange authorization.
  3. Return the Item: Ship the defective or damaged item back to us as per the return instructions provided.
  4. Replacement Item: Once we receive the returned item, we will send you a replacement of the same product (subject to availability) or offer a refund if a replacement is not available.

4. Damaged or Defective Items

If you receive a product that is damaged or defective, please contact us immediately at [support@marscollections.com]. We will arrange for a return and provide you with a full refund or replacement, including any return shipping fees.

To assist us in processing your claim quickly, please include the following in your email:

  • Order number
  • Photos of the damaged/defective product
  • Description of the damage/defect

5. Gift Returns

If you received an item as a gift and would like to return it, we are happy to assist. Gift returns follow the same process as standard returns. Please contact us for guidance on how to initiate the return and note that refunds will be issued to the original purchaser.

6. How to Contact Us

If you have any questions regarding our Refund and Exchange Policy or would like to initiate a return, please reach out to our customer service team:

Mars Collections
Email: support@marscollections.com

Important Notes:

  • Please be aware that certain items, such as personal care items, beauty products, or lingerie, may be non-returnable for hygiene reasons unless they are faulty or damaged.
  • We cannot process returns or exchanges for items purchased through third-party retailers or partners.

By making a purchase from Mars Collections, you agree to the terms and conditions of this Refund and Exchange Policy. We strive to make your shopping experience enjoyable and hassle-free. If you need assistance, don’t hesitate to contact our support team.