REFUND AND RETURNS POLICY

marlenos.com

Last Updated: April 15, 2026

1. INTRODUCTION

At Marlenos, we want you to be completely satisfied with your purchase. This Refund and Returns Policy outlines our procedures for returning products and processing refunds. This policy complies with Slovenian consumer protection law and EU consumer rights directives.

2. RETURN ELIGIBILITY

2.1 General Return Window

You may return most items within 14 days from the date of delivery for a full refund or exchange. This 14-day period is in accordance with Slovenian consumer protection laws and EU Distance Selling Directive.

Timeline Calculation:

Returns are calculated from the date the package is delivered to you
The 14-day period includes weekends and public holidays
You must initiate the return within this timeframe

2.2 Returnable Products

The following items are eligible for return:

✓ Unworn clothing and accessories ✓ Products with original tags and packaging intact ✓ Items in resalable condition ✓ Products purchased within the return period ✓ All original packaging, documentation, and items included

2.3 Non-Returnable Products

The following items cannot be returned (non-returnable):

✗ Custom-made or personalized items ✗ Items explicitly marked as non-returnable at purchase ✗ Used, worn, or damaged items (beyond normal inspection) ✗ Items with original tags removed ✗ Products returned after 14 days ✗ Items without original packaging ✗ Clearance or final sale items (marked at time of purchase) ✗ Intimate apparel (for hygiene reasons) ✗ Items showing signs of wear, damage, or alteration

3. CONDITION REQUIREMENTS

3.1 Product Condition Standards

To qualify for return, items must meet ALL of the following conditions:

General Condition:

Unworn and unwashed
No visible damage or defects
No stains, odors, or discoloration
Tags and labels intact and attached
Original packaging undamaged and reusable

Clothing Specific:

No tears, pulls, or loose threads
No fading or discoloration
Zippers and buttons fully functional
Seams intact and properly aligned
No deodorant, perfume, or makeup residue

Accessories Specific:

No scratches or scuffs beyond normal handling
All moving parts functional
Protective films and packaging intact
No signs of use or wear

3.2 Inspection Process

Upon receipt, we will inspect returned items for condition. Items not meeting condition standards will be:

Documented with photos
Returned to you at your expense
Refunded partially or not at all, depending on damage

4. RETURN PROCESS

4.1 Step-by-Step Return Instructions

Step 1: Initiate Return

Contact customer service within 14 days of delivery
Email: returns@marlenos.com
Include your order number and reason for return
Provide your contact information

Step 2: Receive Return Authorization

We will respond within 48 business hours
Provide return shipping label (if applicable)
Confirm return address and procedures
Reference your Return Authorization Number (RAN)

Step 3: Prepare Package

Pack item securely in original packaging if possible
Include all original items, tags, and documentation
Include return form/packing slip
Reference Return Authorization Number on package

Step 4: Ship Return

Use provided return label or approved carrier
Ship within 14 days of receiving return authorization
Keep tracking number for your records
Insurance is recommended for valuable items

Step 5: Return Received

We will inspect and verify item condition
Process inspection within 5-7 business days
Notify you of approval or denial via email

Step 6: Refund Processed

Approved refunds credited within 5-7 business days
Refunded to original payment method
Confirmation email sent with refund details

4.2 Return Address

Marlenos Returns Department [Address to be filled in] Slovenia

Return Shipping Labels:

Prepaid labels provided for most returns
Download from return authorization confirmation email
Print and affix to package exterior
Do not use your own shipping label without authorization

5. REFUND PROCESSING

5.1 Refund Timeline

Action	Timeline
Return Initiated	Immediately
Return Authorization Issued	Within 48 business hours
Item Transit to Warehouse	5-10 business days
Item Inspection	5-7 business days
Refund Processing	5-7 business days after approval
Total Estimated Time	25-35 business days

5.2 Refund Amount

Full Refund Includes:

Product purchase price
Sales tax
Original shipping cost (in most cases)

Deductions May Apply:

Return shipping costs (unless return is due to our error)
Restocking fees (up to 10% for items not in perfect condition)
Damage beyond normal wear and tear

5.3 Refund Method

Refunds are credited to:

Original payment method
Same credit/debit card used for purchase
Same PayPal account or digital wallet
Same bank account for bank transfers

Processing Times by Method:

Credit/Debit Card: 3-5 business days
PayPal: 1-2 business days
Bank Transfer: 3-5 business days
Digital Wallets: 1-3 business days

6. RETURN SHIPPING COSTS

6.1 Marlenos Pays Return Shipping

Return shipping is FREE in the following circumstances:

✓ Items are defective or damaged ✓ Wrong item was shipped ✓ Item does not match product description ✓ Manufacturing defect ✓ Marlenos error or mistake

We will provide a prepaid shipping label.

6.2 Customer Pays Return Shipping

You are responsible for return shipping costs if:

✗ Standard returns (change of mind) ✗ Size or fit issues ✗ Color not as expected ✗ Personal preference or style change ✗ Return is outside 14-day window (late return)

Exception: We may provide prepaid shipping as a courtesy for customer satisfaction.

6.3 Return Shipping Options

Standard Return Shipping:

Use provided prepaid label
Estimated delivery: 5-10 business days
Tracked service
Signature not required

Expedited Return Shipping:

Available at customer’s expense
Contact returns team for options
Faster processing upon receipt

7. EXCHANGES

7.1 Exchange Process

Instead of a return and separate purchase, you may exchange items:

Eligible Exchanges:

Different size of same item
Different color of same item
Similar value product
Within 14-day return window

Exchange Steps:

Contact returns@marlenos.com with order number
Specify current item and desired replacement
Receive return shipping label
Ship back original item in returnable condition
New item ships upon receipt and inspection of return
No additional shipping charges for exchanges

7.2 Exchange Restrictions

Cannot Exchange:

For higher value items (will require additional payment)
For discontinued items (offer refund instead)
Outside 14-day window
Items in non-returnable condition

8. DAMAGED OR DEFECTIVE ITEMS

8.1 Reporting Damage or Defects

If you receive a damaged or defective item:

Within 48 Hours of Delivery:

Contact customer service immediately
Email: support@marlenos.com or damage@marlenos.com
Include order number and photos of damage
Keep all packaging materials

Documentation Required:

Clear photos of damage from multiple angles
Photos of packaging condition
Description of defect or damage
Order number and purchase date

8.2 Damage Assessment

Marlenos will:

Review damage documentation within 24 hours
Assess if damage occurred during shipping or pre-existing
Determine liability (shipper, Marlenos, or manufacturer)
Approve immediate replacement or full refund

8.3 Defective Product Coverage

Defective items include:

✓ Manufacturing defects (seams, stitching, materials) ✓ Broken zippers, buttons, or fasteners ✓ Tears or holes in fabric (not caused by use) ✓ Discoloration or dye issues ✓ Structural failure ✓ Missing components or parts ✓ Functional issues upon delivery

8.4 Replacement or Refund

For damaged/defective items, we will:

Option 1: Replacement

Ship replacement item immediately (no charge)
Prepaid return label for original item
Expedited shipping may be offered

Option 2: Full Refund

Issue full refund (including original shipping)
Prepaid return label provided
Refund processed within 5-7 business days

Option 3: Store Credit

110% of purchase price as store credit
Use toward future purchases
Valid for 12 months

9. LATE OR MISSED RETURNS

9.1 Late Returns (After 14 Days)

Items returned after 14 days:

15-30 Days After Delivery:

Subject to evaluation and inspection
50% restocking fee may apply
Refund not guaranteed
Item must be in original condition

31+ Days After Delivery:

Not eligible for return
Will be returned to sender at their expense
No refund issued

9.2 Refused or Missed Deliveries

If you refuse or miss the delivery:

Item is returned to our warehouse
Considered a return within 14 days
Standard return process applies
Return shipping cost may be deducted

10. SPECIAL CIRCUMSTANCES

10.1 Bulk or Wholesale Orders

Bulk orders may have different return policies
See order confirmation or contact sales
Special terms apply to wholesale purchases
Consult sales representative for modifications

10.2 Sale or Clearance Items

Final sale items are non-returnable
Clearly marked at time of purchase
No exceptions to clearance sale policy
Store credit is not available for final sale items

10.3 International Returns

For customers outside Slovenia:

EU Countries:

14-day consumer rights still apply
Return shipping costs apply (customer responsibility)
Return address provided upon request
Refunds processed same as domestic

Non-EU Countries:

Return shipping costs responsibility of customer
Customs and import duties may apply on return
Longer processing times expected
Contact support for specific arrangements

10.4 Gift Purchases

Gifts are returnable with proof of purchase:

Original receipt or proof of purchase required
Store credit option available
Refund to original purchaser
Return timeline same as standard returns

11. REFUND DISPUTES AND APPEALS

11.1 Disputing a Refund Denial

If your refund is denied:

Appeal Process:

Contact returns@marlenos.com within 10 days
Provide order number and reason for appeal
Include additional documentation or photos
Response provided within 5 business days

Appeal Grounds:

Condition assessment error
Misunderstanding of policy
Extenuating circumstances
Disputed damage responsibility

11.2 Resolution

Marlenos will review appeal thoroughly
Make final determination within 5 business days
Decision is binding
May offer partial refund as compromise

12. CONSUMER RIGHTS NOTICE

12.1 Slovenian Consumer Protection Rights

As a consumer in Slovenia, you have the following statutory rights under Slovenian law (Zakon o varstvu potrošnikov):

14-Day Right of Withdrawal:

Automatically entitled to 14-day return period
Applies to distance contracts (online purchases)
Regardless of Marlenos policy
Contact us to exercise this right

Right to Remedy:

Defective goods covered by warranty
Right to repair or replacement
Right to refund if defect is fundamental
Rights extend 24 months from delivery

Right to Fair Dealing:

Protection against unfair contract terms
Transparent pricing and information
Clear communication of policies
No hidden fees or charges

12.2 Additional Consumer Protection

Money-Back Guarantee:

Not satisfied? Full refund within 14 days
No questions asked
Item condition must be original

Quality Guarantee:

Products meet quality standards
Free replacement for manufacturing defects
12-month quality assurance period

13. EXCEPTIONS TO STANDARD POLICY

13.1 Policy Overrides

We may override standard return policies in the following cases:

✓ Defective or damaged items ✓ Wrong item shipped ✓ Item misrepresented in listing ✓ Manufacturing defect discovered ✓ Product recall issued ✓ Exceptional circumstances (goodwill)

13.2 Goodwill Exceptions

Marlenos may approve returns outside policy in circumstances including:

Excellent customer history
Long-time customer loyalty
Minor policy violations
Genuine customer dissatisfaction
Reasonable extenuating circumstances

Contact: Returns team may approve at management discretion.

14. PROCESS FOR ITEMS LOST IN TRANSIT

14.1 Return Package Lost

If your return package is lost during shipping:

Within 30 Days of Shipping:

Provide tracking number showing delivery attempt
File claim with shipping carrier
Marlenos will investigate
Insurance claim filed if applicable
Refund issued or replacement sent

Beyond 30 Days:

No refund responsibility
Item considered non-returned
You may file carrier claim independently

14.2 Carrier Responsibility

Marlenos not responsible for carrier negligence
Tracking number protects both parties
Insurance recommended for high-value returns
Use only approved shipping methods

15. RESTOCKING AND HANDLING FEES

15.1 When Fees Apply

Restocking fees (up to 10%) may be charged for:

Items returned in non-original condition
Packaging heavily damaged or marked
Minor wear or handling damage
Items not meeting condition standards

15.2 Fee Calculation

Restocking Fee:

10% of product price (if applicable)
Deducted from refund amount
Clearly itemized in refund notification
You’ll be informed before fee is applied

Fee Waived For:

Defective items
Wrong item shipped
Marlenos error
Customer satisfaction

16. STORE CREDIT OPTION

16.1 Store Credit Refunds

Instead of cash refund, you may choose store credit:

Advantages:

10% bonus credit (get 110% value)
Valid for 12 months
Use on any products
No expiration after 12 months if used

Disadvantages:

Can only use at marlenos.com
Cannot convert back to cash
Subject to product availability

How to Request:

Indicate preference during return process
Mention in return email
Confirm in return authorization

17. CONTACT INFORMATION

17.1 Return Questions

Email: returns@marlenos.com Phone: [To be filled in] Hours: Monday-Friday, 9am-5pm CET Response Time: Within 48 business hours

17.2 Damage or Defect Claims

Email: damage@marlenos.com Report Within: 48 hours of delivery Required: Photos and order number

17.3 Escalations and Complaints

Email: complaints@marlenos.com Management Review: Within 5 business days Address: Marlenos Slovenia

18. UPDATES TO THIS POLICY

This Refund and Returns Policy may be updated periodically. Changes take effect immediately upon posting to the Website. Transactions completed before any policy change are governed by the previous version. Significant changes will be communicated via email.

Last Updated: April 15, 2026

19. DISPUTE RESOLUTION

19.1 Alternative Dispute Resolution

If you’re unable to resolve a dispute with Marlenos:

Step 1: Direct Communication

Contact returns@marlenos.com
Provide detailed explanation
Allow 10 business days for response

Step 2: Management Review

Escalate to management
Submit formal complaint
Additional review within 5 days

Step 3: Mediation

Request formal mediation
Third-party mediation available
Costs shared or covered by prevailing party

Step 4: Legal Action

Jurisdiction: Courts of Slovenia
Applicable Law: Slovenian law
Consumer rights preserved

19.2 Consumer Complaint Agencies

Slovenian Consumer Protection Agency:

Website: www.ti.si
Email: info@ti.si
File complaints about unfair practices

Alternative Dispute Resolution:

Available through Slovenia’s ADR center
Contact: www.adr.si

20. COMPLIANCE NOTICE

This policy complies with:

✓ Slovenian Consumer Protection Act (Zakon o varstvu potrošnikov) ✓ EU Distance Selling Directive (2011/83/EU) ✓ EU Consumer Rights Directive ✓ Slovenian E-Commerce Law ✓ GDPR (regarding customer data)

Important: If any provision conflicts with mandatory consumer protection law, the legal requirement supersedes this policy.

DISCLAIMER: This Refund and Returns Policy is provided as a comprehensive guide. Before implementing, have it reviewed by a qualified legal professional familiar with Slovenian consumer protection law. Ensure all policies comply with current legislation.