Refund policy
Returns & Exchanges Policy
Effective Date: 11th August 2025
At Marla Carmeta, we want you to love your purchase! If something isn’t quite right, we’re here to help with free returns and exchanges within 30 days of purchase.
1. Eligibility for Returns
- Items must be unused, unwashed, and in original condition, with all tags and packaging intact.
- Returns must be initiated within 30 days of the purchase date.
- Non-returnable items: Gift cards, perishable goods, and custom-made products (unless faulty).
- Sale items: Refunds or exchanges are only available if the item is faulty or not as described, as required by Australian Consumer Law.
2. How to Return or Exchange
- Contact Us: Email marlacarmeta@hotmail.com with your order number and reason for return.
- Prepare Your Item: Pack the item securely in its original packaging.
- Ship It Back: Customer provides return shipping.
- For US Customers: US-based customers may return items to our US return address. This helps reduce return shipping costs and processing times for our American customers.
3. Refunds
- Refunds will be processed to your original payment method within 5–7 business days after we receive your return.
- Original shipping fees are non-refundable.
- If the item shows signs of use or damage, a partial refund may apply.
4. Exchanges
Need a different size or colour? No problem! We offer free exchanges within 30 days. Contact us to arrange your exchange.
5. Faulty or Incorrect Items
Under Australian Consumer Law, you are entitled to a repair, replacement, or refund if your item is:
- Faulty or defective
- Not as described or doesn’t match the sample
- Not fit for its intended purpose
If you receive a faulty or incorrect item, email us at marlacarmeta@hotmail.com with a photo of the issue, and we’ll resolve it promptly.
6. Contact Us
Questions? Our friendly team is here to help:
- Hours: Monday–Friday, 9 AM–5 PM (AEST)