Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To start a return, you can contact us at support@marblecultures.com.

Returns and Exchanges Process:

Step 1: Contact Us If you would like to return or exchange an item, please contact our customer service team. You can reach us through our website, email, or phone.

Step 2: Provide Details When you contact us, provide the following information:

  • Your order number
  • A brief description of the issue (e.g., item damaged, not satisfied)
  • Whether you prefer a replacement or a return

Step 3: Assessment and Resolution

  • Damaged Item: If your item was received damaged, we will initiate a quick assessment and may request photos for verification.
  • Not Satisfied: If you are not satisfied with your purchase, we will inquire about your concerns to improve our products and services.

Step 4: Choose Your Resolution

  • Replacement: If you opt for a replacement, we will process your request within 2-3 business days. Once shipped, we will provide you with tracking information.
  • Return: If you choose to return the item, we will provide you with a return label. Please package the item securely.

Step 5: Return the Item

  • If returning, use the provided return label to send the item back to us. Make sure to include all original packaging and accessories.

Step 6: Refund

  • Once we receive the returned item and verify its condition (typically within 24 hours), we will process your refund. The refunded amount will be credited back to your original payment method.

Step 7: Confirmation

  • We will send you a confirmation email once your return is processed and your refund has been initiated.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@marblecultures.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@marblecultures.com.