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Returns and Exchange Policy and Legal Right of Withdrawal
Whenever you make a purchase at www.mariamare.com, you have a legal right of withdrawal, which allows you to withdraw from the purchase contract without stating a reason for 14 calendar days from the day you received the product, as explained below.
In addition to the aforementioned right of withdrawal, Mariamare's return policy allows you to return products if you are not satisfied with your purchase within thirty (30) days from the date of receiving the product.
We will explain it to you below.
General Conditions for Exchanges and Returns
To proceed with an exchange or return, the following requirements must be met:
o It must be within the thirty (30) calendar days from the receipt of the product at the buyer's address.
o For hygiene reasons, the product must not have been used and must be returned in the same condition as it was received.
o You must include on the exterior of your shipment the label that you will find once the request is generated in the section of My Exchanges and Returns.
Exchange Policy
We offer the first exchange free of charge valid only in Mainland Spain. For orders from the Balearic Islands, Canary Islands, Portugal, and France, the Exchange service is not available. In these cases, you will have to process a return and place a new order.
Exchanges can be made as long as it is for the same model in any available size.
In the event that we do not have stock or you wish to exchange for another model, contact us through this form and we will get in touch with you to handle the process.
Exchanges for other models can be made as long as they are of the same original price (not discounted) or lower. Exchanges are subject to stock availability.
How can I manage an exchange?
1. Go to www.mariamare.com and identify your order in the Check Order or Return section.
2. Enter the order number and the email address from which you made the purchase or return. You can also log in to your account to locate it.
3. The system will find your order and "change the order" will appear at the bottom of it.
4. Remember that the order must be in "delivered" status to manage the change.
5. Mark the items you want to exchange, select a reason, and write a brief comment about the reason for your exchange.
6. Click on the "Make Exchange" button. You will see the message "Exchange completed!" and you will see the details of your exchange request and its status.
7. Minutes later, you will receive an email with instructions to complete the exchange. Remember to check your spam or junk mail folder.
8. You must include on the exterior of your shipment the label that you will find in the section of My Exchanges and Returns. It may take about 30 minutes for the "download label" option to appear.
9. We will send a courier to deliver your new item and collect the one you no longer want. Remember to have this package ready for collection: well packaged and with the label of your request on the outside of the package.
How to Manage a Return
1. Go to www.mariamare.com and identify your order in the Check Order or Return section.
2. Enter the order number and the email address from which you made the purchase or return. You can also log in to your account to locate it.
3. The system will find your order, and "return the order" will appear at the bottom of it.
4. Remember that the order must be in "delivered" status to manage the return.
5. Checkmark the items you wish to return, select a reason, and write a brief comment about the reason for your return.
6. Click on the "Make Return" button. You will see the message "Return completed!" and you will see the details of your return and its status.
7. Minutes later, you will receive an email with instructions to complete the return. Remember to check your spam or junk mail folder.
8. In that same email, to arrange the pickup, you must click on "click here". It will take you to the website of the transport company to arrange the pickup, where you can select whether you want to go to a pick-up point of the company to deliver the package or if you prefer them to pick it up at your address.
9. You must include on the exterior of your shipment the label that you will find in the section of My Exchanges and Returns. It may take about 30 minutes for the "download label" option to appear.
10. Once we receive the package at our facilities, we will proceed with the corresponding refund.
*The transport company's label is independent of our shipment label.
Remember: if you send multiple items, they can be consolidated into a single package, as long as the return labels we send you are on the outside of the package.
How to manage a return if shipping from the Canary Islands
Contact our customer service team through this form and we will get in touch with you to handle the return.
How to manage a return if shipping from Madeira or Azores
1. Go to www.mariamare.com and identify your order in the Check Order or Return section.
2. Enter the order number and the email address from which you made the purchase or return. You can also log in to your account to locate it.
3. The system will find your order, and "return the order" will appear at the bottom of it.
4. Remember that the order must be in "delivered" status to manage the return.
5. Checkmark the items you wish to return, select a reason, and write a brief comment about the reason for your return.
6. Click on the "Make Return" button. You will see the message "Return completed!" and you will see the details of your return and its status.
7. Prepare your package. You must include on the exterior of your shipment the label that you will find in the section of My Exchanges and Returns. It may take about 30 minutes for the "download label" option to appear.
8. Go to the transport agency of your choice and send the package to the address that appears on the label.
9. Once we receive the package at our facilities, we will proceed with the corresponding refund.
What are the Return Costs?
In the following table, you will find the return shipping costs for your order. This cost will be deducted from the refund amount:
| Origin | Shipping Cost | Shipping Method |
|---|---|---|
| Spain (Mainland) | €4. It will be deducted from the final refund amount. | SEUR |
| Balearic Islands | €4. It will be deducted from the final refund amount. | SEUR |
| Canary Islands* | €9. It will be deducted from the final refund amount. | UPS |
| Portugal | €4. It will be deducted from the final refund amount. | SEUR |
| Madeira and Azores | Customer's responsibility | Selected by the customer |
* The return costs will need to be supplemented with any applicable customs expenses.
How and when will I receive the refund?
Upon receipt of your order, the returned items will be verified, and the refund will be processed. You will receive the amount through the same payment method used in your purchase within an estimated time frame of 7-15 days, depending on your bank.
If applicable, the previously detailed transportation costs for returning the item will be deducted from the refund amount.
Is there anything that has not arrived correctly?
If you have received something different in your order or if the item is defective, please contact us through this form indicating your order number, and we will take care of everything.
Right of Withdrawal
Whenever you make a purchase at www.mariamare.com, you have a legal right of withdrawal.
Information on Exercising the Right of Withdrawal
You have the right to withdraw from this purchase contract without giving any justification within a period of 14 calendar days. Therefore, the withdrawal period will expire 14 calendar days after the day you or a third party indicated by you, other than the carrier, acquire physical possession of the purchased products.
In the case of delivery of multiple products that you have ordered in a single order and delivered separately, the period will start from the day you or a third party indicated by you, other than the carrier, acquire physical possession of the last of the goods.
The products must be returned or delivered no later than within 14 days from the date you communicate your decision to withdraw from the contract to us. The deadline will be considered met if you return the products before the 14-day period has expired.
You can exercise your right either by following the steps outlined in our return policy or by notifying us at Calle Severo Ochoa 36, in the Torrellano Business Park, 03203 Elche (Alicante) or through our contact form.
You may use the withdrawal form template below, although its use is not obligatory. You can also fill out and submit the withdrawal form or another unequivocal statement online through the contact form on our website. If you submit the withdrawal notice online, we will send you an acknowledgment of receipt without undue delay (e.g., via email). To meet the withdrawal deadline, it is sufficient that the communication concerning the exercise of the right of withdrawal is sent before the withdrawal period expires.
Withdrawal form
If you wish to withdraw from the purchase contract, you must communicate your decision to us unequivocally. To do so, you can fill out and send us the following form:
By this notice, I hereby declare that I am withdrawing from our purchase contract with order number____from product_____delived in the address_____________ on behalf of the consumer Mr./Ms.__________on the date________
Signature and date of withdrawal
You can send the communication to us at MTNG EUROPE EXPERIENCE, SLU, with postal address at Calle Severo Ochoa 36, 03203 Elche, attention: Customer Service Online, or by using this contact form.
Refund
In the event of withdrawal on your part, we will proceed to refund you the payments you have made, deducting the return shipping costs as detailed in our return policies, and, if applicable, any additional expenses resulting from the customer's choice of a delivery method other than the least costly ordinary delivery method we offer, without any undue delay, and in any case, within 14 days from the date on which we have been informed of your decision to withdraw from this contract.
The consumer shall only be responsible for the decrease in value of the goods resulting from handling them in a manner other than that necessary to establish their nature, characteristics, or functioning.
The refund will be made using the same means of payment that you used for the initial transaction unless expressly agreed otherwise.
We may withhold the refund until we have received the products and verified that they have been received in the same conditions as they were sent, without inappropriate use and in their original packaging.
Applicable Law
Spanish law shall apply to these Terms and Conditions. Similarly, in the event of any conflict or dispute arising from this website, it shall be submitted to the Spanish law and courts.
We inform you that we are not affiliated with any accredited entity for the resolution of consumer disputes, therefore conflict resolution will be carried out in accordance with the general rules of Spanish law.