Returns & Refunds

Remarkable Marketplace aims to handle returns fairly and clearly. This policy does not limit any mandatory rights under applicable consumer protection law.

Return requests

For standard eligible products, customers may request a return within 7 days after delivery. Change-of-mind returns must be unused, in their original condition and packaging, with tags, accessories and proof of purchase. Contact us before shipping an item back so we can provide return instructions.

Excluded products

For hygiene and safety reasons, change-of-mind returns of opened intimate apparel, underwear, body-piercing jewellery and similar hygiene-sensitive items are generally not accepted. Personalized, customized or made-to-order products and items marked final sale may also be excluded from change-of-mind returns. These exclusions do not remove your rights for defective, damaged, incorrectly supplied or materially misdescribed goods.

Damaged, defective, incorrect or missing items

Inspect your order when delivered. Where possible, contact us within 48 hours of delivery about damage, defects, incorrect products or missing items and share your order number and photographs, if available. We will review the issue and arrange an appropriate remedy, including a replacement, refund or return where applicable. Reporting after 48 hours does not automatically remove any statutory rights.

Return shipping

For approved change-of-mind returns, the customer pays return shipping unless we agree otherwise. If we supply a defective, damaged or incorrect item, we will arrange or cover reasonable return shipping where a return is needed.

Refund timing and method

After we receive and inspect an approved return, eligible refunds are normally processed within 5–7 business days, using the original payment method where possible. Banks and payment providers may take additional time to reflect the refund. Any statutory refund entitlement will be handled in accordance with applicable law.

Exchanges and replacements

Replacements for damaged, defective or incorrectly supplied items are subject to stock or supplier availability. Routine size or colour exchanges are not currently offered. Contact us to discuss returning an eligible item and placing another order.

Cancellations and custom orders

Contact us as soon as possible if you want to cancel before dispatch. After dispatch, the applicable return terms apply. For specially sourced or customized products, any specific production or cancellation conditions will be disclosed before payment and are subject to applicable law.