Returns & Refund Policy

 

At Marsy, we take great care in ensuring the quality of our products and packaging. If, however, you experience an issue with your order, we’re here to help.

1. Non-Returnable Items

Due to the nature of our product, oil-based perfumes that come into direct contact with skin, we cannot accept returns once the item has been opened or used. This is for hygiene and safety reasons.

2. Damaged or Faulty Items

If your order arrives damaged, leaking, or faulty, please contact us within 7 days of receiving your item.

To arrange a replacement or refund, we will require:

  • Your order number

  • A description of the issue

  • Photographic evidence of the damage

Please email this information to info@marsy.co.uk, and we will respond promptly.

3. Incorrect Orders

If you receive the wrong item, please notify us within 7 days of delivery. We will arrange a replacement or refund at no extra cost to you.

4. Change of Mind

Unfortunately, we cannot offer refunds or exchanges if you change your mind after your order has been shipped. As perfume is a personal care item, once dispatched it is considered final sale unless damaged or faulty.

5. Refund Process

If a refund is approved, it will be processed to your original method of payment within 5–10 working days, depending on your bank or card provider.

6. Return Shipping

In the rare case where we request the return of an item (e.g. for inspection), we will provide shipping instructions. Return postage will only be reimbursed if the product is confirmed to be faulty or incorrect.

7. Contact Us

If you have any questions or concerns about your order or this policy, please contact us at:

Email: info@marsy.co.uk
Business Hours: Monday to Friday, 9am – 5pm

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