HOW DO I RETURN OR EXCHANGE AN ITEM?

If you are not happy with your purchase and wish to return an item, please contact us within 14 days from receiving your order. If more 14 days have gone since you have received your product, unfortunately, we can’t offer you a refund or exchange.

Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved. Only items purchased directly from marsback.com will be accepted. For products purchased from authorized retailers, please get in touch with them directly for returns. We are not able to provide refunds to any other account, other than the original one used to place the order.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Stains, folded cards, broken seals/ plastic foiling broken will not be accepted. Failure to provide the item back in its original Vitaly branded packaging will result in a repackaging fee of $8. If the condition of the product shipped back to us is not in acceptable condition we reserve the right to not refund or exchange. Products that have been personalised cannot be refunded or exchanged. 

* Note: Return packages are subject to additional shipping costs covered by the customer.

Non-returnable items include items purchased through retailers, incorrect products purchased, and damaged products through customer mishandling.
Returns made without receipt may be refused. hi@marsback.com reserves the right to deny any return.

 

WHAT IF THE ITEM(S) I RECEIVED ARE DEFECTIVE/INCORRECT/DAMAGED?

Please contact us via email hi@marsback.com to start the return process. Include the following information:
Order number
Proof of purchase
Video or photo of the faulty product (if applicable)
Complete delivery address
Contact telephone number
In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.

 


HOW LONG IS THE RETURNS PROCESS?

Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

For returned items, a full refund will be credited for defective products. For non-defective items, refund excludes all shipping and handling fees. Shipping charges will not be refunded unless products are defective or there is a shipping error. 

 

WHEN WILL I RECEIVE MY REFUND?

All refunds will be credited to your original form of payment. Once the item is received at our fulfillment center, it takes 3 business days for the refund to be processed and 3-7 business days for the refund amount to show up in your account.

If you haven't received a credit for your return yet, here's what to do:
Contact the bank/credit card company. It may take some time before the refund is posted to your account.

 

HOW DO I CHANGE OR CANCEL MY ORDER?

Please contact us in 48 hours if you need to modify or cancel your order. Make sure to provide your order number and the modification you would like to make and we’ll confirm once the modification has been made. Please note that any orders that have already been packed or shipped cannot be modified or canceled.

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