Customer Care
Returns & Refund Policy
At Marco Jacket, we value customer satisfaction and strive to ensure
every purchase meets your expectations, with a fair, transparent
process for our global customers.
1
Eligibility for Returns
We accept returns on most products purchased through our website, subject to the following conditions:
- Items must be returned within 30 days of delivery.
- Products must be unused, unworn, and in their original packaging with all tags and labels intact.
- Certain categories such as personalized products, intimate apparel, perishable goods, and clearance items are not eligible for return or refund unless defective or damaged.
- Customers must provide a valid proof of purchase or order confirmation.
2
Return Process
To initiate a return:
- Contact Customer Support — Email sales@marcojacket.com with your order number, product details, and reason for return.
- Receive Authorization — Our team will review your request and provide a Return Authorization Number (RAN) along with return instructions.
- Ship the Item — Package the item securely and ship it to the designated return center. Please use tracking and insurance, as we are not responsible for items lost in transit.
3
International Return Shipping Costs
- Customers are responsible for all international return shipping costs, customs duties, and import taxes, unless the return is due to an error on our part (defective, damaged, or incorrect item).
- We recommend using a trackable shipping method to avoid delays or lost packages.
- In some cases, we may provide a prepaid return label and deduct the cost from your refund.
4
Refund Policy
Once we receive and inspect your returned item, we will notify you of the status of your refund.
Approved Returns
Refund processed within 7–14 business days to your original payment method. International bank or card processing times may vary.
Partial Refunds
If items aren't returned in original condition (missing parts, signs of use), only a partial refund may be granted.
Non-Refundable
Original shipping fees, duties, and taxes paid at delivery are non-refundable. Contact your local customs office for possible reimbursement.
5
Exchanges
Currently, we do not offer direct product exchanges for international orders. If you wish to receive a replacement item, please initiate a return and place a new order.
Damaged or Defective Items
If you receive an item that is damaged, defective, or incorrect:
- Notify us within 7 days of delivery with clear photos of the item and packaging.
- We will arrange a replacement or issue a full refund, including shipping costs, depending on product availability.
Our goal is to ensure your international shopping experience with Marco Jacket
is as smooth and reliable as possible. While shipping across borders can involve
additional steps, we remain committed to a clear, fair, customer-friendly
return and refund policy that prioritizes your satisfaction.
