Refund policy

 

Can I return my order?

You have 14 calendar days from the delivery date to return one or more items from your order. 

Extended Return Period. For your convenience, we’ve extended the return period. Orders placed during the holiday season can be returned until January 12th.

Give the gift of light and design this Christmas!

What do I need to do to return a product or the order?

You must request the return within the deadline through our Returns Portal following these steps:

  1. Access the Returns Portal.

  2. Enter the email address you used to place the order and click "Continue".

  3. You will receive an email with a 6-digit verification code in your inbox. Return to the online store and enter the six-digit verification code.

  4. Select the order you want to return. Click on the order for which you want to initiate the return. If your order has more than one item, select the items you want to return.

  5. Select a reason for the return and add a note for the store.

  6. Click "Request return".

Your return request will be processed within 2 working days. If your return request is approved and requires shipping, you will receive an email with shipping instructions and a return shipping label.

 

Return shipping instructions

If the return request is approved, you must prepare the shipment following these steps:

  1. Pack the order carefully, using or including all its original packaging, instructions, and any other documents that accompanied it at the time of receipt.

  2. Print and place the shipping label we sent you via email in a visible place on the package.

  3. Drop off the package at a nearby drop-off point of the courier company. You must dispatch the shipment within a period of 7 calendar days from the label issuance. Otherwise, the shipping label will become inactive, resulting in the cancellation of the return.

  4. Once received in our warehouse and inspected by our quality department, the corresponding refund will be processed.

 

What is the cost of the return?

The return costs are at your expense and will be deducted from the refund amount at the time of reimbursement:

Spain

6 €

European Union

9€ 


If you prefer to return the items by your own means, you must contact us via hello@marset-store.com and provide the order number, details of which items you want to return, and send the products to the following address:


RETURNS - Marset Lighting
Carretera de Rubí 284
08228 / Terrassa
Spain


Remember to pack the order carefully, using or including all its original packaging, instructions, and any other documents that may accompany it. Once you have sent them, you must provide us with the tracking number of the shipment through the same email to identify it when we receive it in our warehouse.
In this case, once the return is accepted, we will proceed to the full refund of the corresponding amount for the returned items.


When will I receive the refund?

We will refund the amount, minus the return costs, to the same payment method used in the purchase within the following 7-14 calendar days after verifying the returned merchandise.
We will inform you that we have processed the refund through a confirmation email. Remember that the credit card refund depends on your bank.


What should I do if the refund amount is incorrect?

You should contact our customer service department by emailing hello@marset-store.com. We will try to resolve the issue as soon as possible.