Return Window & Eligibility

We have a 30-day return policy, which means you can request a return within 30 days of your purchase (or from the date you receive your item). To be eligible for a return, your item must meet the following conditions:

• Condition: The item is in the same condition as when you received it – unworn or unused, with all tags attached.
  
• Packaging: The item is in its original packaging.
  
• Proof of Purchase: You have the receipt or order confirmation as proof of purchase.
  

If these conditions are not met, we may not be able to process your return.

How to Start a Return

To initiate a return, please follow these steps:

1. Contact Us – Email our support team at info@puellamarina.com to request a return. Include your order number and the reason for returning the item.
   
2. Await Approval – Once your return request is reviewed and approved, we will provide you with a return authorization and send you a prepaid return shipping label, along with instructions on how and where to send your package.
   
3. Ship the Item – Securely pack the item (ideally in its original packaging), attach the provided return label, and drop off the package as instructed.
   

Note: Items returned to us without prior approval (i.e. without a return request) will not be accepted.

Return Shipping & Costs

We offer free returns within 30 days of purchase on eligible items. In most cases, when your return is approved, we will provide a prepaid shipping label at no cost to you. We will cover all return shipping costs for issues that are our responsibility – for example, if your product arrived broken, defective, or incorrect due to our error or factors beyond your control.

For returns due to other reasons (such as a change of mind or ordering the wrong item), please contact us to discuss the return shipping options. We strive to make the process as easy as possible and will often still provide a convenient prepaid label. No additional fees (like restocking fees) will be charged for returns – we want the process to be hassle-free and transparent.

Damaged or Incorrect Items

Please inspect your order upon delivery. If you notice any item is damaged, defective, or if you received the wrong item, contact us immediately at info@puellamarina.com. Provide details and (if possible) photos of the issue. We will evaluate the situation promptly and make it right – this may include sending you a replacement, providing a full refund, or arranging for the return of the item at our expense. You will not be charged any shipping or handling fees for correcting issues that were our fault.

Non-Returnable Items (Exceptions)

Certain types of items are final sale and cannot be returned, mainly due to safety, hygiene, or customization reasons. Examples of non-returnable items include:

• Perishable goods – Items that can spoil or age quickly, such as food, flowers, or plants, are not returnable.
  
• Custom or personalized products – Any item that was specially made to order (custom prints, engraved items, personalized goods) cannot be returned.
  
• Personal care and hygiene products – This includes beauty products, cosmetics, or other personal care items that have been opened or used. For health and hygiene reasons, we cannot accept returns of these products once the seal or packaging has been broken.
  
• Intimate or sanitary goods – Certain intimate apparel (like underwear or swimwear with the hygiene liner removed) and other sanitary items are non-returnable for hygiene reasons if they have been tried on, worn, or unsealed.
  
• Hazardous materials – Items classified as hazardous materials, or that contain flammable liquids or gases (e.g. certain solvents, pressurized canisters, or batteries) cannot be returned due to shipping and safety restrictions.
  
• Sale items or gift cards – Items sold as clearance or final sale, and gift cards (store gift vouchers), are not eligible for return or refund.
  

If you are unsure whether your item falls into one of these categories, please contact us before initiating a return. We are happy to clarify any concerns about specific products.

Exchanges

If you would like to exchange an item (for example, for a different size or a different product), the fastest way to get what you want is to go through our return process and then make a separate purchase for the new item:

• Return the original item – Start a return for the item you have (as described above). Once the return is approved, send the item back using the provided label.
  
• Place a new order – Meanwhile (or once your return is on its way back to us), you may place a new order for the replacement item you want. This ensures the new item is reserved for you and ships out as soon as possible.
  

As soon as we receive and inspect the returned item, we will process your refund. If it’s an exchange situation, we can issue your refund in the form of a store credit voucher (of equivalent value) upon receiving the return, so you can use that voucher immediately to purchase the new item. This way, you don’t have to wait for the refund to clear back to your original payment method before ordering your replacement.

Note: We currently do not offer direct item-for-item exchanges without going through the return process. Handling it as a return and new purchase helps us keep our inventory straight and gets you your new item faster.

Gift Returns

If you received an item as a gift and you need to return it, we will accommodate you as follows:

• If the item was marked as a gift at the time of purchase and shipped directly to you, you’ll receive a store credit (gift voucher) for the value of your return. Once the returned item is received and approved, we will email you a voucher or gift code that you can use for a future purchase.
  
• If the item wasn’t marked as a gift (for example, if the purchaser bought it under their own name and had it shipped to themselves to give to you later), the refund will be issued to the original purchaser’s payment method. In this case, the person who bought the gift will be notified of the return and refund.
  

If you have any questions about returning a gift, feel free to contact our support team for assistance.

Refunds & Processing

Once we’ve received and inspected your returned item, we will notify you of the approval or rejection of your refund:

• If approved, a refund will be issued to your original payment method (credit card, PayPal, etc.). In certain cases – such as approved exchanges or gift returns – the refund may be provided as store credit instead, if that is preferable.
  
• Please remember it can take some time for your bank or credit card company to process and post the refund to your account. It may take a few business days after we issue the refund for it to appear on your statement (the timeline varies by bank/issuer).
  
• If your return is not approved (for example, if it arrives in a condition that doesn’t meet our return criteria), we will contact you to discuss next steps. In some cases, we can send the item back to you or offer a partial refund, depending on the situation.
  

We aim to process all returns and refunds as quickly as possible. You will receive an email confirmation once your refund has been issued.

Contact Us

If you have any questions or concerns about our Return and Refund Policy, or if you need assistance with a return, please contact us at info@puellamarina.com. We are here to help and to ensure you have a positive experience