Refund policy

Returns, Refunds & Cancellation Policy

Last updated: September 2026

We want customers to shop with confidence while maintaining a fair and reasonable returns process for both our customers and our business.

This policy applies to purchases made directly through our website.

Nothing in this policy is intended to exclude, restrict or reduce any statutory consumer rights that cannot legally be excluded.

1. 30-Day Returns Policy

We offer eligible customers a return period of up to 30 days from the date the order is received, subject to this policy.

Our 30-day policy consists of:

  • any statutory cancellation rights that apply to your purchase; and

  • an additional voluntary goodwill return period offered by us.

First 14 Days – Statutory Cancellation Rights

For most goods purchased online, UK consumers may tell us that they wish to cancel their order within 14 days after receiving the goods, without having to give a reason.

After notifying us of the cancellation, the goods must normally be sent back within a further 14 days.

Any legal exceptions to the cancellation right continue to apply.

Days 15–30 – Our Additional Goodwill Return Policy

For eligible products, we voluntarily extend the opportunity to request a return up to 30 days after delivery.

A return requested after the statutory cancellation period may only be accepted under our goodwill policy where the product:

  • is unworn;

  • is unused;

  • has not been washed;

  • has not been altered;

  • remains in resalable condition;

  • has all original tags attached;

  • retains any hygiene sticker, protective seal or hygiene protection supplied with it;

  • is free from marks, stains, make-up, fake tan, perfume, smoke, pet hair or other contamination; and

  • is returned with sufficient proof of purchase.

We reserve the right to decline a return made solely under our voluntary goodwill policy where these conditions have not been satisfied.

Sale, clearance, promotional and flash-sale products may be excluded from our additional day-15-to-day-30 goodwill return period.

This does not remove any statutory rights the customer may have.

2. KEEP THE ITEM & GET A PARTIAL REFUND

A Faster Alternative to Returning Your Item

Where there is a genuine issue with an item, we may offer an alternative resolution that allows you to:

KEEP THE ITEM AND RECEIVE A PARTIAL REFUND.

This option can provide a faster and more convenient resolution without requiring the product to be packaged and returned.

It may also be appropriate where an issue is minor and does not prevent the product from being used.

How It Works

If you report an issue with your order, we may review:

  • photographs of the item;

  • photographs of the packaging;

  • video evidence where reasonably necessary;

  • your explanation of the issue;

  • the original purchase price;

  • the nature and severity of the issue;

  • whether the product remains usable;

  • whether the issue affects the appearance or functionality of the product; and

  • any other information reasonably relevant to the claim.

After reviewing the information, we may offer you the option to keep the item in exchange for a partial refund.

Partial Refund Amount

Where this is offered as a voluntary goodwill resolution, the partial refund may be up to 30% of the purchase price of the affected item.

The exact percentage is determined individually and may vary depending on the circumstances.

For example, a small cosmetic imperfection that does not affect use may justify a lower partial refund than a more significant issue.

The amount of any voluntary partial refund is determined by us after considering the nature and severity of the issue.

A customer is not automatically entitled to a 30% refund simply because an issue has been reported.

Examples

Depending on the circumstances, we may consider a Keep the Item & Partial Refund resolution for issues such as:

  • a minor cosmetic imperfection;

  • a small manufacturing mark;

  • minor stitching irregularities;

  • minor packaging damage where the product itself remains usable;

  • a small aesthetic defect;

  • an issue that does not materially prevent the product from being used;

  • another minor problem where returning the product would be disproportionate.

Each claim is considered individually.

Evidence May Be Required

To prevent fraudulent, exaggerated or inaccurate claims, we may reasonably request clear photographs or other evidence showing the reported issue.

Where appropriate, we may request:

  • photographs of the entire item;

  • close-up photographs of the defect;

  • photographs of product labels or tags;

  • photographs of packaging;

  • video showing the reported problem; or

  • other information reasonably necessary to assess the claim.

Failure to provide reasonably requested information may prevent us from offering a voluntary partial-refund resolution.

The Partial Refund Option Is Not Automatic

The Keep the Item & Partial Refund option is a discretionary resolution offered by us unless the customer has a separate statutory entitlement to a price reduction.

We may decide that:

  • no partial refund is appropriate;

  • a return is required;

  • replacement is more appropriate;

  • repair is appropriate where relevant;

  • further evidence is required; or

  • another legally appropriate remedy should be provided.

Customers should therefore not dispose of, modify, repair or otherwise alter an item while a claim is being reviewed.

Acceptance of a Partial Refund Offer

If we make a voluntary partial-refund offer, the customer may choose whether to accept it.

If accepted:

  • the customer keeps the item;

  • the agreed partial refund is processed;

  • the item should not subsequently be returned under our voluntary goodwill returns policy because of the same disclosed issue; and

  • the agreed resolution will be treated as resolving that particular complaint to the extent permitted by law.

Acceptance of a voluntary settlement does not remove any rights that legally cannot be waived or excluded.

Partial Refunds Are Based on the Item Price

Unless we expressly state otherwise, a voluntary partial refund under this scheme is calculated from the purchase price actually paid for the affected item, rather than:

  • its original recommended retail price;

  • a previous selling price;

  • delivery charges; or

  • the value of another item in the order.

Discounted Items

A product being discounted does not automatically prevent us from offering a partial refund.

However, if the customer was clearly informed before purchase of a particular defect and the product was reduced specifically because of that defect, the same disclosed defect will not ordinarily provide grounds for an additional goodwill partial refund.

Other undisclosed issues will be considered separately.

Change of Mind

The Keep the Item & Partial Refund option is primarily intended to resolve genuine product issues.

We are not required to offer a partial refund simply because a customer:

  • changes their mind;

  • decides they no longer want the item;

  • orders the wrong size;

  • prefers another colour;

  • finds the item elsewhere at a different price; or

  • no longer requires the product.

Any applicable statutory cancellation rights remain unaffected.

We May Require the Item to Be Returned

Even where a customer requests a partial refund, we reserve the right to require the item to be returned where appropriate.

For example, we may require a return where:

  • the reported defect is significant;

  • the item requires physical inspection;

  • the evidence supplied is insufficient;

  • we need to investigate a manufacturing issue;

  • the item appears materially different from the photographs supplied;

  • fraudulent or abusive activity is suspected;

  • replacement is a more appropriate remedy; or

  • return is otherwise reasonably necessary.

A customer cannot insist on keeping the product and receiving our voluntary partial-refund offer.

Statutory Price Reductions

The voluntary up to 30% arrangement described above does not limit any statutory right to a price reduction that may arise under applicable consumer law.

Where the Consumer Rights Act 2015 or another applicable law requires a different remedy or amount, the legal entitlement will take precedence.

3. Starting a Return

To request a return, please contact:

maralgroup2020@gmail.com

Please include:

  • your name;

  • order number;

  • item you wish to return;

  • reason for requesting the return; and

  • photographs or other evidence where the return relates to a defect, damage, incorrect item or other product issue.

If your return is authorised, we will provide the appropriate return instructions and information required to send the parcel back to us.

Please do not send goods back before receiving the appropriate return instructions.

Sending an item without sufficient information identifying the order may delay processing.

Nothing in this section prevents a customer from exercising a statutory right in another legally valid manner.

4. Condition of Change-of-Mind Returns

Customers may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning.

For clothing, this generally means that the item may be tried on carefully in a manner comparable to trying the item on in a shop.

Where permitted by law, we may reduce a refund to reflect any loss in value caused by unnecessary or excessive handling.

Examples may include:

  • wearing an item beyond trying it on;

  • removing tags;

  • washing the product;

  • altering the product;

  • damaging the product;

  • staining;

  • make-up marks;

  • fake tan;

  • deodorant marks;

  • perfume or other strong odours;

  • smoke odours;

  • pet hair;

  • food or drink marks;

  • damaged hygiene protection;

  • damaged or missing accessories;

  • missing components; or

  • other handling that has unnecessarily reduced the item's value.

Any statutory deduction will be limited to the reduction in value that may lawfully be deducted.

For returns made solely under our additional day-15-to-day-30 goodwill policy, we may refuse the return altogether where the item does not satisfy our return-condition requirements.

5. Return Postage

Change-of-Mind Returns

Unless otherwise agreed by us or required by law, the customer is responsible for the direct cost of returning goods following a change-of-mind cancellation or voluntary return.

Customers should use an appropriate postal service and are strongly advised to retain proof of postage until the return has been confirmed and the refund completed.

If we voluntarily provide a prepaid return label for a return where the customer is responsible for the return cost, we may agree that the cost of that label will be deducted from the refund.

Faulty or Incorrect Goods

Where goods are legally established to be faulty, damaged, incorrect, misdescribed or otherwise non-conforming and we are legally responsible for the cost of return, we will bear reasonable return costs as required by law.

6. Damaged, Faulty, Incorrect or Misdescribed Products

Please inspect your order after delivery.

If you believe an item is:

  • defective;

  • damaged;

  • incorrect;

  • materially different from its description;

  • not of satisfactory quality; or

  • not fit for its intended purpose,

please contact us promptly at:

maralgroup2020@gmail.com

Please provide your order number and clear evidence of the issue where reasonably possible.

We may investigate the claim and may reasonably request photographs, video, labels, packaging information or return of the product for inspection.

We will provide the remedy required by applicable consumer law where the goods are legally determined to be non-conforming.

7. Damage Caused After Delivery

We are not responsible for problems caused by circumstances arising after the goods were correctly supplied, including where applicable:

  • accidental damage;

  • misuse;

  • improper washing;

  • failure to follow care instructions;

  • inappropriate storage;

  • excessive wear;

  • unauthorised alterations;

  • unauthorised repairs;

  • deliberate damage;

  • damage caused by another person; or

  • normal wear and tear.

This does not affect liability for defects that existed when the goods were supplied.

8. Hygiene-Sensitive Products

Certain sealed goods may be excluded from change-of-mind cancellation rights where they are not suitable for return for health protection or hygiene reasons and the protective seal has been broken after delivery.

This may apply, where legally appropriate, to certain:

  • underwear;

  • swimwear;

  • bikini bottoms;

  • intimate apparel; and

  • other hygiene-sensitive products.

Where an item contains a hygiene sticker or protective hygiene seal, customers should:

  • try the item on over their own underwear;

  • keep the hygiene protection attached;

  • avoid removing the hygiene seal until deciding to keep the item.

If the hygiene seal or protection has been removed, damaged or broken, we may be unable to accept a change-of-mind return where the statutory hygiene exception applies.

This restriction does not remove rights relating to products that are genuinely faulty, damaged, misdescribed or otherwise non-conforming.

9. Products Excluded From Change-of-Mind Returns

Where permitted by applicable law, change-of-mind cancellation rights may not apply to certain categories, including:

  • personalised goods;

  • goods made to the customer's specifications;

  • rapidly perishable goods;

  • sealed hygiene-sensitive goods once unsealed;

  • certain sealed software, audio or video products once unsealed; and

  • other categories legally excluded from cancellation rights.

This does not remove statutory rights relating to faulty or misdescribed goods.

10. Sale, Clearance, Promotional & Flash-Sale Items

Sale prices do not remove statutory consumer rights.

Where a statutory cancellation right applies, purchasing an item during a:

  • sale;

  • promotion;

  • clearance event;

  • flash sale; or

  • other discount event

does not automatically remove that cancellation right.

However, these products may be excluded from our additional voluntary day-15-to-day-30 goodwill return period.

Where a product was discounted specifically because of a defect that was clearly disclosed before purchase, the customer cannot ordinarily rely on that exact disclosed defect as though it had not been disclosed.

Rights concerning separate or undisclosed faults remain unaffected.

11. Exchanges

We do not guarantee that direct exchanges will be available.

Where an exchange cannot be offered, customers may need to return an eligible product and place a new order.

This does not affect statutory remedies relating to faulty goods.

12. Statutory Cancellation Refunds

Where an eligible online order is validly cancelled under statutory cancellation rights, we will provide the refund required by applicable law.

For cancellation of the entire qualifying order, this will normally include:

  • the price paid for the qualifying returned goods; and

  • the cost of our least expensive standard delivery service where required by law.

If the customer selected a more expensive delivery option, such as express or premium shipping, we are not required to refund the additional amount above our standard delivery cost unless applicable law requires otherwise.

Where legally permitted, we may withhold reimbursement until:

  • the goods have been received back; or

  • the customer provides satisfactory evidence that the goods have been sent back,

whichever occurs first under the applicable rules.

13. Refunds Under Our Additional 15–30 Day Goodwill Policy

Where a return is accepted solely under our voluntary policy after the statutory cancellation period:

  • the product must meet our return conditions;

  • return postage is normally the customer's responsibility;

  • original delivery charges are not normally refundable;

  • the item must remain suitable for resale as new; and

  • we may reject a voluntary return that fails to comply with this policy.

14. Refund Method

Refunds will normally be issued to the payment method originally used to purchase the goods unless another method is agreed or permitted by law.

After we process a refund, the customer's bank, card provider or payment service may require additional processing time before the funds appear.

These external banking processing times are outside our control.

For questions relating to a refund, please contact:

maralgroup2020@gmail.com

15. Return Fraud, Abuse & False Claims

We reserve the right to investigate suspected return fraud, refund abuse or dishonest claims.

Examples include:

  • returning a different product;

  • product substitution;

  • returning a used product while claiming it was unused;

  • deliberately damaging a product;

  • making a knowingly false defect claim;

  • manipulating photographs or videos;

  • returning an empty parcel;

  • falsely claiming that an item was missing;

  • falsely claiming non-delivery;

  • repeatedly attempting to obtain partial refunds without legitimate grounds; or

  • otherwise attempting to obtain money or goods dishonestly.

Where appropriate and legally permitted, we may retain relevant:

  • photographs;

  • product information;

  • packaging information;

  • delivery evidence;

  • order records;

  • correspondence;

  • return records; and

  • refund information

for fraud prevention, dispute resolution and legal purposes in accordance with applicable data-protection requirements.

We may refuse fraudulent claims.

Nothing in this section permits us to refuse a genuine statutory consumer claim.

16. Incorrect Products Sent Back to Us

Customers are responsible for ensuring the correct item is placed into a return parcel.

If property that was not purchased from us is accidentally returned, please contact us promptly.

We cannot guarantee that accidentally returned personal property can be located or recovered.

Where we locate it and agree to send it back, the customer may be responsible for reasonable delivery costs.

17. Proof of Purchase

We may request reasonable evidence demonstrating that the item was purchased from us.

This may include:

  • an order confirmation;

  • order number;

  • receipt;

  • payment record; or

  • another reliable form of proof of purchase.

18. European Union Customers

Where mandatory European Union consumer legislation applies to a transaction, the customer will receive any mandatory rights provided by applicable EU or national consumer legislation.

Eligible EU distance-sale customers generally have a statutory cooling-off period in which they may withdraw from qualifying purchases without providing a reason.

Where legally permitted and properly disclosed, customers may be responsible for the direct cost of returning change-of-mind purchases.

Mandatory rights concerning faulty, misdescribed or non-conforming goods remain unaffected.

19. Chargebacks & Payment Disputes

If you experience an issue with an order, we encourage you to contact us so that we have an opportunity to investigate and resolve the matter.

Where a payment dispute, chargeback or platform claim is opened, we reserve the right to provide relevant evidence to the payment provider, card issuer, marketplace or dispute-resolution service.

Evidence may include:

  • order details;

  • payment records;

  • proof of dispatch;

  • tracking information;

  • proof of delivery;

  • product photographs;

  • correspondence;

  • return information;

  • partial-refund offers;

  • accepted settlements; and

  • refund records.

Information will only be used and disclosed as permitted by applicable law.

Nothing in this provision removes any lawful right a customer may have to raise a payment dispute.

20. Statutory Consumer Rights

Nothing in this policy is intended to remove, restrict or replace statutory rights.

Goods must satisfy applicable legal standards, including requirements relating to satisfactory quality, fitness for purpose and conformity with their description.

Where applicable consumer legislation provides a customer with a remedy that differs from this voluntary policy, the applicable statutory requirement will take precedence.

If any provision of this policy is found to be invalid, unlawful or unenforceable, that provision will apply only to the maximum extent permitted by law and will not automatically affect the remaining provisions.

21. Governing Law

Subject to mandatory consumer protections that may apply, purchases and this policy are governed by the laws of England and Wales.

Nothing in this clause deprives a consumer of mandatory rights provided by the law of the country in which they are legally entitled to rely on those protections.

22. Contact

For returns, refunds, product issues or questions concerning this policy, contact:

maralgroup2020@gmail.com

Where a physical return is required, the appropriate return instructions and return destination will be provided as part of the return process.

Please include your order number when contacting us regarding an existing purchase.