Refund policy
We want every Marcalu piece to feel at home in your kitchen. Should you change your mind about an item purchased directly from our official Website, you may request a return within 30 days, subject to the conditions set out below.
This Returns and Refunds Policy applies only to products purchased directly through the official Marcalu Website.
30-Day Returns
Products purchased directly from the official Marcalu Website may be returned within 30 days of the date on which you receive your order.
To qualify for a return, the product must be:
- unused and in its original condition;
- free from damage, marks, food residue, odours and signs of use;
- returned with all original packaging, labels, instructions, accessories and components; and
- accompanied by valid proof of purchase.
We reserve the right to refuse a return or reduce the value of a refund where a product has been used, damaged, handled beyond what is reasonably necessary to inspect it, or returned incomplete.
Your statutory rights are not affected.
Starting a Return
Before sending a product back to us, please contact the Marcalu customer service team and provide:
- your name and contact details;
- your order number;
- the product or products you wish to return;
- the reason for the return; and
- photographs of the product where requested.
Our customer service team will provide the applicable return instructions and return address.
Products returned without first contacting us may take longer to process and may not be accepted where we are unable to identify the order or confirm that the return is eligible.
Returns must be sent to the address provided by our customer service team. Products must not be returned to another address shown on our Website, packaging or correspondence unless we have expressly instructed you to do so.
Return Packaging
You are responsible for packaging returned products securely and appropriately.
Where possible, please use the original delivery packaging together with any protective inserts supplied with your order.
Cookware, glassware and tableware should be carefully wrapped to prevent movement, impact, scratching or breakage during transport.
Marcalu is not responsible for damage caused by inadequate return packaging.
Return Shipping Costs
Unless the product is faulty, damaged on arrival or incorrect, you are responsible for the direct cost of returning it to us.
We recommend using a tracked and appropriately insured delivery service and retaining your proof of postage until the return has been completed.
Marcalu is not responsible for returned products that are lost or damaged before they reach our returns facility.
Original delivery charges are not ordinarily refundable unless required by applicable law or unless the entire order is being returned because it was faulty, damaged or supplied incorrectly.
Inspection of Returned Products
All returned products are inspected after they arrive at our returns facility.
A return will be approved only where the product meets the conditions stated in this policy.
If we are unable to approve a return, we will contact you and explain the reason. We may offer to send the product back to you, and you may be responsible for the associated delivery costs.
Refunds
Once your return has been received, inspected and approved, we will issue the applicable refund to the original payment method used for the order.
Refunds will normally include the amount paid for the approved returned product, less any deductions permitted under this policy or by applicable law.
We will process approved refunds as promptly as reasonably possible. Your bank, card provider or payment service may require additional time to display the refund in your account.
Marcalu is not responsible for processing delays caused by your financial institution or payment provider.
Purchases Made Using a Gift Card
Where an order was paid for wholly or partly using a Marcalu gift card, the corresponding refund amount will ordinarily be returned to a Marcalu gift card or issued as store credit.
Any part of the order paid using another payment method may be refunded to that original payment method.
Gift cards themselves are non-refundable except where required by applicable law.
Promotional Products and Complimentary Gifts
Where a product was purchased as part of a promotion that included a complimentary product, free gift or bundled item, all promotional items must also be returned if returning the qualifying product causes the order to no longer meet the promotion’s conditions.
Complimentary products and gifts must be unused and returned with their original packaging.
If the complimentary product is not returned, Marcalu may deduct its stated retail value from the amount of your refund, to the extent permitted by applicable law.
Where products were purchased as a discounted set or bundle, individual products may not be returned separately unless expressly permitted by the applicable promotion.
Sale and Personalised Products
Unless otherwise stated, sale products purchased directly from the official Marcalu Website may be returned within the same 30-day period, provided they satisfy all other conditions in this policy.
Products that have been personalised, engraved, altered or made to your specifications cannot be returned because you have changed your mind, unless the product is faulty, damaged or incorrect.
Hygiene-Sensitive and Used Products
For hygiene and safety reasons, products that have been used to prepare, cook, serve, store or consume food or drink cannot ordinarily be returned because you have changed your mind.
This does not affect your rights where a product is faulty or not as described.
Gifts
A product received as a gift may be returned only where valid proof of purchase is provided.
Acceptable proof of purchase may include:
- the original order confirmation;
- the original receipt;
- a valid gift receipt; or
- another form of purchase verification accepted by Marcalu.
Gift returns must otherwise satisfy the same 30-day deadline and product-condition requirements set out in this policy.
Where the original purchaser’s payment method can be verified, any monetary refund will ordinarily be returned to that payment method.
We may instead offer the gift recipient an exchange, replacement, Marcalu gift card or store credit at our discretion and subject to applicable law.
We cannot process a gift return without acceptable proof that the product was purchased directly from the official Marcalu Website.
Products Purchased from Other Retailers
This policy applies only to purchases made directly through the official Marcalu Website.
If you purchased your Marcalu product from a department store, independent retailer, online marketplace or any other third-party seller, the purchase is governed by that retailer’s own return and refund policy.
You must contact the original retailer directly to request a return, refund or exchange.
Marcalu cannot ordinarily accept returns or issue refunds for products purchased from another retailer, even where that retailer is an authorised Marcalu stockist.
This does not affect any separate rights you may have under the Marcalu Lifetime Cookware Warranty or applicable consumer-protection law.
Incorrect Products
Please inspect your delivery promptly after it arrives.
If you receive a product that is different from the item ordered, please contact our customer service team as soon as reasonably possible and provide:
- your order number;
- a description of the product received; and
- clear photographs of the product and its packaging.
Where we confirm that an incorrect product was supplied, we will arrange an appropriate return and, subject to availability, send the correct product or issue a refund.
Please do not use an incorrect product before contacting us.
Products Damaged in Transit
If your order arrives damaged, please contact us as soon as reasonably possible after delivery.
Please retain the product, its original packaging and the delivery packaging while we assess the issue.
We may ask you to provide photographs showing:
- the damaged product;
- the internal packaging;
- the external delivery box;
- the shipping label; and
- any visible damage to the parcel.
Where we confirm that a product was damaged in transit, we may arrange a replacement, refund or other appropriate remedy.
Faulty Products
If you believe that a product has a manufacturing defect, please contact our customer service team and provide proof of purchase, a description of the issue and clear photographs where possible.
Products that may be covered by the Marcalu Lifetime Cookware Warranty will be assessed under the terms of that warranty rather than as a change-of-mind return.
Normal wear and tear, cosmetic changes, misuse, accidental damage, improper care and failure to follow the product’s care and usage instructions are not necessarily manufacturing defects.
Do not continue using a product that appears damaged, unsafe or structurally compromised.
Exchanges
We do not guarantee direct exchanges through our online returns process.
Where you would like a different product, colour or size, you may be asked to return the original product for a refund and place a new order separately.
All replacement products are subject to availability and current pricing.
Order Cancellations
We begin processing orders shortly after they are submitted and cannot guarantee that an order can be cancelled or changed before dispatch.
Please contact our customer service team immediately if you wish to request a cancellation.
If the order has already been processed or dispatched, you may return it after delivery in accordance with this policy.
Your Statutory Rights
This Returns and Refunds Policy is provided in addition to your rights under applicable consumer-protection laws.
Nothing in this policy excludes, limits or restricts any statutory right or remedy that cannot lawfully be excluded, limited or restricted.
Where there is a conflict between this policy and a mandatory legal requirement, the applicable legal requirement will take priority.
Contacting Us
To start a return or ask a question about an existing return, please contact the Marcalu customer service team: help@marcalu.com
Please include your order number and a clear description of your request so that we can assist you efficiently.