Our company strives to provide you with a satisfactory shopping experience. However, if you are not completely satisfied with the purchase process, we have established the following guidelines for our retail return policy, which includes purchases from our branches or online orders. Please note that the customer's signature on the receipt (name + signature) indicates that they have inspected the goods and confirmed their quality.
Exchange Policy
Eligibility for exchanges:
- The products must be in their original condition, unused, and undamaged.
- The exchange process must be initiated within 7 days from the date of purchase.
- The invoice must be presented.
- We apologize in advance for our inability to provide cash refunds in any case.
Exchange process:
1- If the purchase was made online, the customer should contact the dedicated online orders number within 7 days from the date of purchase. They should send a picture of the invoice and a picture of the product in its original condition, unused and undamaged. The product can be exchanged for another color chosen by the customer or an equivalent product, subject to availability. The company will bear 50% of the delivery cost.
Return policy for broken/damaged products:
Return process for broken products:
- MARCOLO takes 100% responsibility if breakage or damage is identified upon receipt during loading or delivery to customers. The driver or representative should mention it on the receipt, and the broken product will be replaced with a new one at the company's expense within 5 days.
- MARCOLO bears 20% of the value of the goods if the returns are broken, damaged, or faded after the receipt date due to misuse, mishandling, negligence, or improper storage. 80% of the original value will be deducted based on the pricing rate on the date of this process.
This clause does not apply to exceptional cases where the goods are inside a sealed carton upon receipt. In such cases, the customer should follow the steps below:
1- If the purchase was made online, please keep a picture of the carton upon receipt and a picture when opening the carton. Send them, along with the invoice picture, via WhatsApp to the dedicated online orders number.
- If there is a shortage in the set, the missing product will be sent at the company's expense, 100%, within 5 days.
- If there is a broken part of the set, the broken part or the entire set will be replaced. The company will bear 100% of the transportation cost and 20% of the product cost within 5 days.
Non-returnable items:
We apologize in advance for not accepting the following items as returns:
- Cushions
- Steel Foldables
· Empty cartons