Refund policy

At Marmitta, we want you to love your purchase. If you are not completely satisfied with your order, we are here to help you resolve it quickly and transparently. Please review our policy below to understand your consumer rights and our store's operational guidelines.

1. 30-Day Return Window

You have exactly 30 days from the date you receive your item to request a formal return.
Any return request initiated after this 30-day period will unfortunately not be eligible for a refund or an exchange.

2. Return Eligibility & Condition

To qualify for a successful return and full refund, your item must meet the following strict criteria:

The item must be completely unused, unwashed, and in the same pristine condition that you received it.
The item must be returned in its original packaging, including all intact tags, boxes, inserts, and accessories.
A valid receipt or proof of purchase is required to process your return.

3. Non-Returnable Items

Certain types of items cannot be returned or refunded under any circumstances. These include:

Gift cards
Sale items (including clearance items or products marked as final sale)
Personalized or custom-made items

4. Damaged, Defective, or Incorrect Items

We take great pride in our quality control, but we understand mishaps can occasionally occur during transit.

Inspection: Please inspect your order immediately upon arrival.
Reporting Window: If your item arrives damaged, defective, or if you receive the wrong item completely, you must contact our customer support team within 48 hours of delivery.
Requirements: Please email us with your order number and clear photo proof of the damage or the incorrect item received.
Resolution: Once verified, we will arrange for a brand-new replacement to be sent out immediately or offer a full refund. You will incur zero extra costs for shipping or handling on valid damaged or defective claims.

5. Return Shipping Costs

Customer Responsibility: Except in cases involving damaged, defective, or incorrect items, the customer is responsible for paying all shipping costs associated with returning the item.
Non-Refundable: Shipping costs from your original order are entirely non-refundable.
Tracking Note: We highly recommend using a trackable shipping service or purchasing shipping insurance for your return package. We cannot guarantee that we will receive your returned item, and we are not liable for packages lost by carriers during return transit.

6. The Refund Process

Once your return is received at our facility, it will undergo a thorough operational inspection.

Notification: We will send you an email to notify you that we have successfully received your returned item.
Approval Status: We will also notify you of the approval or rejection of your refund based on the item's condition.
Payout Window: If approved, your refund will be processed automatically and applied directly to your original method of payment within 5 to 7 business days. Please note that your bank or credit card company may take additional time to post the transaction to your account.

7. How to Make an Exchange

We do not offer direct item-for-item exchanges.

The fastest and most efficient way to ensure you get the item, size, or variant you want is to initiate a return for the item you currently have.
Once your return is accepted and processed, you can independently place a separate purchase for the new item on our storefront.

8. Need Help? Contact Customer Support

If you have any questions about how to return your item or need to submit a damage claim, our team is standing by to assist you. Please reach out via email: