Effective date: 08/15/2025

MARS Marketing Caribbean Ltd (“MARS Marketing,” “we,” “our,” or “us”) is committed to ensuring our online customers enjoy a clear, fair, and hassle‑free returns and refunds process. This policy applies to purchases made directly through our official eCommerce website.

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1) Scope

Eligible purchases: Products bought directly from our website, paid for through our online checkout.

Proof of purchase: A valid order number from our website is required for all returns/refunds.

Delivery locations: Returns are accepted for orders delivered within our shipping coverage areas. Return logistics may vary by territory.

2) Return windows

• Change‑of‑mind/unsuitable item: Request within 14 days of delivery.
• Damaged, defective, or incorrect item received: Report within 7 days of delivery for a replacement or refund.
• Warranty claims: Where applicable, warranty support will follow the manufacturer’s terms.

3) Conditions for return

To be eligible, items must:

• Be unused, unopened, and in original condition.
• Include all tags and labels.
• Be in the original or equivalent protective packaging.
• Be purchased from our online facility.

Non‑returnable (unless defective on arrival):

• Opened/used personal‑care, ingestible, or wellness products.
• Perishables or products near expiry.
• Custom‑made or personalized items.
• Final‑sale/clearance items marked non‑returnable.
• Products purchased from an outlet that is not MARS Marketing Caribbean Limited

4) How to initiate a return (eCommerce orders)

To start a return, click the button to access our online return form at the bottom of this page.

After submission:

1. We will issue a Return Merchandise Authorization (RMA) and return instructions.
2. Securely pack the item and include your RMA and invoice.
3. Once approved, we will arrange a courier pick‑up from your delivery address or provide a prepaid return label, depending on your location.

5) Return shipping costs

• Our error or damage in transit: We cover return shipping or provide a prepaid label.
• Change‑of‑mind or ordering error: Customer covers return shipping.

6) Refunds, store credit, and exchanges

• Refunds go to the original online payment method.
• Processing: 7–10 business days after we receive and inspect your return (bank/issuer timelines may add extra days).
• Exchanges: Available if stock permits.
• Restocking fee: Up to 10% for opened/missing parts (if accepted for return).

7) Damaged, defective, or incorrect items

• Report within 48 hours with photos/videos.
• We will arrange a replacement or a refund.

8) Bundles, promotions, and gifts

• Bundles must be returned complete.
• Multi‑buy returns may affect discount eligibility.

9) Order cancellations (eCommerce)

• Cancel before shipment for a full refund.
• If shipped, follow return process.

10) Responsibility during transit

The customer is responsible until the return is received by us. Use tracked shipping.

11) Legal

This policy is in addition to your statutory consumer rights.

12) Contact us

Email: returns@marsmarketingcaribbeanltd.com