Return & Refund Policy

Return & Refund Policy

Last Updated: [9 , Sep,2025]


At MarketaShop, our goal is to ensure a smooth and reliable shopping experience. Because we work with global fulfillment centers and international shipping carriers, delivery times and procedures may vary by region. This policy explains how we handle shipping delays, non-delivery, damaged products, incorrect items, and order cancellations.

1. Shipping Delays

In some cases, orders may take longer than expected due to customs delays, local postal processing, or international transit. An order is considered delayed only after the following time frames have passed from the date the package leaves the warehouse:

Destination Delay Time Before We Support a Dispute
USA 45 days
Brazil 110 days
Orders shipped with Liquid-Line methods 100 days

Important Notes:

  • If the package is held at the local post office due to an incomplete address, unclaimed delivery, or missing recipient information, the customer is responsible for contacting the post office to arrange pickup.

  • If tracking shows Delivered but the customer claims non-receipt, we will help verify the issue. This process can take 1–2 months, and a positive result cannot be guaranteed.

2. Orders Marked as Delivered but Not Received

If the tracking information states that the package has been delivered, but the customer claims they did not receive it:

  • The customer must provide an official Non-Delivery Certificate issued and stamped by their local post office.

  • If the address was incorrect, incomplete, or the customer did not claim the package from the post office:
    → No refund or resend will be provided.

  • If the package is returned to our logistics facility:
    → The item will be added to the store’s reserved inventory, and no refund will be issued.

3. Damaged Products

Full Refund or Replacement Provided If:

  • The product arrives severely damaged.

Partial Refund or Replacement May Apply If:

  • The product has minor cosmetic issues such as small scratches, creases, or loose threads.

Notes:

  • Damage to packaging only (outer box crushed, dented, etc.) is not eligible for refund.

  • Claims for damaged products must be submitted within 30 days of delivery.

  • For fragile products, refunds are recommended to avoid repeated breakage during reshipment.

4. Incorrect or Missing Items

If a customer receives the wrong item, wrong variation, or missing components:

Case Solution
Wrong product received Full refund or replacement
Wrong color/size but product still functional Resend or refund (requires screenshot of customer complaint: name + message + date)
Missing small parts not affecting use Partial refund or resend missing part
Missing parts affecting function Full product resend
Missing accessories Accessories will be resent

For size issues:

The customer may be required to provide measurement photos to confirm accuracy.

5. Order Cancellation

Orders may be canceled only if they have not yet been processed or shipped.

The following cannot be canceled after payment:

  • Custom / Print-on-Demand (POD) products

  • Pre-order or reserved inventory products

  • Photography or video content service orders

Required Evidence for Claims

To process any dispute, customers must provide:

  1. Order number

  2. Clear photos or video of the product issue

  3. For non-delivery disputes: official non-delivery certificate (if tracking shows delivered)

Claims submitted without required proof may be rejected.

Contact & Support

If you need help with an order, contact us:

Email: support@Marketashop.com
Response Time: 24–48 hours (business days)

Customer Responsibility Reminder

Please ensure:

  • Full and correct shipping address

  • Active phone number to receive delivery calls

  • Pickup from the local post office when required

MarketaShop is not responsible for delays or loss due to incorrect address information or failure to collect the package.