Exchanges, returns and refunds
Conditions for exchanges, returns and refunds.
- MARVILLA does not make changes or returns on products purchased through the website.
- MARVILLA does not refund purchases of orders placed through the website.
- In the event of receiving the product(s) in a defective manner or if it is a different product than the one purchased through the MARVILLA website, the customer must give notice within a maximum of 24 hours from receiving the product(s). The notice must be sent via email to ventas@marvilla.mx, subject: Defective product or Wrong product, attach images of the product and mention what happened. MARVILLA will follow up on the request within a maximum of 72 hours and if the request is approved, the customer may exchange the product(s) by following the steps indicated below.
Collect
Once the exchange request for a defective or incorrect product has been approved, MARVILLA will schedule the collection or send the customer a shipping guide through the corresponding Transport Company. The collection, when applicable, will be made at the same address where the order was delivered (MARVILLA and the customer may, by mutual agreement, define another collection address as long as the address has MARVILLA delivery coverage).
In any warranty claim for products that have been shipped outside our coverage area by the customer, it is understood that, in the event that the product is exchanged, the customer will have to send it to the original delivery destination in order to collect it. Any additional damage or affectation to the product that occurs during this transportation will be outside the warranty coverage.
Once the products returned by the customer have been received, MARVILLA will review the returned products in detail. In the event that the products received by MARVILLA comply with the characteristics approved in the request, MARVILLA will be obliged to exchange the products within 10 business days from the day on which MARVILLA collected the returned products.
MARVILLA will not be liable for any costs incurred by returns that occur without following the steps established in the procedure.
Guarantee of the purchased products
MARVILLA acts as a manufacturer, guaranteeing that the products sold on the website www.marvilla.mx/ function correctly and do not present any hidden defects or flaws that may make them dangerous or unsuitable for normal use. Notwithstanding the foregoing, the use that each client gives to the products is their exclusive responsibility, without any liability on the part of MARVILLA.
No customer may request a broader guarantee than that indicated here. In such cases, MARVILLA will not be obliged to respond to said guarantees, nor to collect the damaged product(s), on the understanding that this guarantee will only and exclusively apply within our current delivery coverage areas. Likewise, the collection of the damaged product(s) will be carried out only and exclusively at the location where they were originally delivered.
The warranty will lose its validity in the event of defects or damage caused by external factors, accidents, especially electrical accidents, wear and tear, improper use, or installation and use not in accordance with the instructions of the supplier or manufacturer. MARVILLA will have the right to carry out a verification and analysis, either by the corresponding area of MARVILLA or by third parties designated by MARVILLA for this purpose, including but not limited to the visual, physical and/or technical inspection of the defective product(s) to validate the validity and, if applicable, its application in accordance with the aforementioned factors. The description of the events by the customer will not be binding on MARVILLA to validate the application of the warranty or the return terms.
Products transported, modified or repaired by the customer or any other person not authorized by MARVILLA are excluded from the warranty.