MARVY SHOP LTD.
RETURNS POLICY
We hope that you enjoy the purchases you make from Marvy Shop Limited. However, if you wish to return an item, you may do so in accordance with your statutory rights or in accordance with this Returns Policy.
If you receive faulty goods, you have a right to return these goods and get a refund. Please read the entire policy.
How to Return an Item
Non-Customised Products
Customers may return non-customised items purchased from Marvy Shop Limited under this Returns Policy in accordance with the following terms:
1. Returns made under this Returns Policy must be made within 14 days of the delivery of an item.
2. Items to be returned must:
a. Be in perfect condition, unopened and returned within 14 days of receipt.
b. Be returned unused and in their original packaging with the tags still attached.
c. You will need to provide your proof of purchase, such as your receipt and the order confirmation email.
3. To start the returns process,
a. You should utilise our online returns portal at https://www.marvyshop.com/returns-page
or click the Returns link at the foot of our homepage on our website. b. You can also contact us by
- sending us an email at contact@marvyshop.com
- clicking the Contact Us button on our homepage.
- filling the contact form which is accessible at https://www.marvyshop.com/contact-us
4. Customers are responsible for the postage costs of all returned items. Please ensure that the postage of the returned item is tracked to ensure safe delivery. Please make sure you keep the proof of postage.
5. Our Returns Address* is:
Marvy Shop Limited
Unit 144176
13, Freeland Park,
Wareham Road.
Poole, Dorset
BH16 6FH
United Kingdom.
*This Returns address is for the non-customised products only.
Customised Products (Gems)
We do not accept returns for customised products because they are bespoke items. However, if you receive a faulty item that is due to a manufacturing error, please contact us immediately within 14 days of the delivery of the product and we'll provide a quick solution for you either by providing a replacement product or issuing a refund. You can contact us
1. via our email at contact@marvyshop.com with clear photos of the manufacturing error.
2. by filling the Returns form with clear photos of the manufacturing error.
To fill the Returns form, click the Contact Us button on our homepage (accessible at https://www.marvyshop.com) or the Returns link at the foot of our homepage. Once the returns has been approved, a Returns address will be provided to you. Please send the product back to the Returns address within 14 days of the delivery of the product. Please keep all the packaging materials, your proof of purchase and the confirmation email.
Please note that Marvy Shop will not be held responsible and will not offer reprints or refunds if you (the customer) ordered the wrong size or colour. Our customised products are unique and produced only once ordered. This also means that returns and exchanges are not supported if you (the customer) ordered the wrong size or colour, provided the wrong address or simply changed your mind.
Entitlement to a Refund
When a return is made following the requirements and procedures set out in this Returns Policy, a customer is entitled to a full refund of the price you paid for the item(s):
1. Taking into account any discounts that were applied at the time of purchase.
2. Exclusive of any shipping costs paid.
Address issues:
Marvy Shop is not responsible for any item purchased from us that is lost in transit as a result of an invalid address that was provided by the customer. It is the responsibility of the customer to provide a valid address to ensure the delivery of all the items purchased from Marvy Shop.
Processing Returns
Once we have received an item you wish to return:
1. We will check the item you have returned within, wherever possible, 10 days.
2. If we confirm that the item and your returns procedure comply with the requirements set out in this Returns Policy:
a. We will let you know that your return has been received and accepted.
b. You will receive a refund via your original payment method. Once our team inspects the item and confirms that it meets our return policy criteria, your refund will be processed. This typically takes 5 to 7 business days from the date we receive the returned product. You will receive an email notification confirming your refund has been processed. Please note that depending on your payment method and financial institution, it may take an additional 10 business days for the funds to appear in your account. If you have any questions or concerns during this process, our customer service team is always here to assist you.
3. If the item returned or your returns procedure does not comply with the requirements set out in this Returns Policy:
a. We will let you know why your return has not been accepted.
b. We may offer a reduced refund (e.g. if an item is returned damaged).
c. You will have the option to take the item back (note that you may be required to pay for shipping if necessary).
Exchanges
Unfortunately we don't offer an exchange facility. Simply return your item(s) and reorder for a replacement. Your refund will be processed as soon as possible once we've received your unwanted items.
A Customer’s Statutory Rights
The returns process provided under this Returns Policy is provided in addition to customers’ statutory rights and this Returns Policy does not diminish these statutory rights in any way - it simply provides our customers with an additional returns option.
A customer has a statutory right to a refund in certain circumstances. For example, you may have a right to a refund if a product is not of satisfactory quality or not fit for purpose. Or, if you’re a consumer, you may have a right to simply change your mind and cancel your order in certain circumstances (i.e. your cancellation rights).
Exactly which rights apply to your situation will depend on the circumstances of your purchase. For example, whether you purchased as a consumer or a business; whether you purchased online or in-store; and whether you purchased digital content or other items. For more information on your rights in relation to your purchase:
1. See the Terms and Conditions that cover your purchase. You will have been shown or given these during the purchase process. Alternatively, find our Terms and Conditions online here: https://www.marvyshop.com.
2. You can contact us at contact@marvyshop.com to request a copy of the relevant Terms and Conditions, to ask which of our Terms and Conditions are applicable to your purchase, or to request more information about your rights.