Effective Date: 10 March 2025
At MARWAXOX, we understand that sometimes you may want to exchange an item. While our primary policy encourages returns and reordering, we will assess exchange requests on a case-by-case basis under the conditions described below.
1. General Exchange Policy
We currently do not offer automated exchanges via our website. If you would like to exchange a product (for example, for a different item, shade, or variation), we ask that you follow our return process and place a new order separately for the desired product.
2. Exceptions – When Exchanges May Be Accepted
We may allow exchanges in the following cases:
- You received the wrong item
- You received a damaged or defective item
- You are requesting a direct exchange for the same product in a different shade/variant (if available)
To request an exchange, please contact us within 7 days of receiving your order.
3. How to Request an Exchange
Contact our support team via:
- Email: support@marwaxox.shop
- WhatsApp: +44 7440 218303
Please include:
- Your full name
- Order number
- Product name and reason for exchange
- Photos of the item (in case of damage or defect)
4. Conditions for Exchange Approval
Exchanges will be approved if:
- The item is unused, unopened, and in original condition
- It is returned within 30 days of receipt
- It meets the eligibility criteria above
5. Exchange Shipping
If an exchange is approved due to an error or defect on our part, MARWAXOX will cover return shipping. Otherwise, customers are responsible for return shipping costs.
6. Alternatives to Exchange
If an item is not eligible for exchange, we may still offer:
- A full or partial refund
- A discount or store credit for a future purchase
7. Contact Us
We are always happy to help. For any concerns or clarifications about your order, please reach out:
Lustre Skin LtdAlba Innovation Centre
Alba Campus, Livingston
West Lothian, EH54 7GA
United Kingdom
Email: support@marwaxox.shop
WhatsApp: +44 7440 218303