Return Policy

Return Eligibility & Timeframe

• Items must be unused, unworn, unwashed, and in their original condition, with all original tags attached and intact — no signs of damage, misuse, or improper handling will be accepted.
• Items must be returned in their original packaging (if applicable), including any additional tags, dust bags, or accessories that came with the product.
• For hygiene-sensitive items — including women’s underwear, swimwear, and children’s sleepwear — the original hygiene seal must remain unbroken. Returns will not be accepted if the seal is damaged or removed, unless the item is faulty.
• Clearance or final sale items are non-returnable and non-exchangeable, unless the item is faulty or does not meet the consumer guarantees outlined in the Australian Consumer Law.

Return Process

1. Submit a Return Request: Contact our customer support team at support@marisoll.co. with your order number, the name(s) of the item(s) you wish to return, and the reason for your return (e.g., wrong size, change of mind, faulty item). Please include clear photos of the item if it is faulty, damaged, or does not match its description — this helps us resolve your request faster.
2. Receive Return Confirmation: Our team will review your request within 1-2 business days and send you a return confirmation email. This email will include detailed instructions on how to package your item(s) and the return address. We strongly recommend using a trackable shipping method to ensure your return is safely delivered to us, as we cannot be held responsible for lost or missing returns.
3. Send Your Return: Package your eligible item(s) securely (preferably in the original packaging) to prevent damage during transit. Please note that return shipping costs are the responsibility of the customer for change-of-mind returns. However, we will cover all return shipping costs if the return is due to a faulty item, damage during shipping, or our error (e.g., wrong item sent) — in line with ACL requirements.
4. Return Inspection & Processing: Once we receive your return, our team will inspect the item(s) to ensure they meet our eligibility criteria. We will process your refund or exchange within 3-5 business days of receiving and approving your return. During busy periods, processing may take up to 7 business days, but we will keep you updated if there are any delays.

Refunds & Exchanges

• Refunds: Refunds will be issued to the original payment method used for your order (e.g., credit card, PayPal). Please allow 3-7 business days for the refund to appear in your account, as processing times vary by financial institution. Shipping costs paid on your original order are non-refundable for change-of-mind returns, unless the return is due to our error or a faulty item.
• Exchanges: If you wish to exchange an item (e.g., for a different size, color, or style), please specify your desired replacement in your return request. Exchanges are subject to stock availability — if your desired item is out of stock, we will issue a full refund instead. We do not charge additional shipping fees for exchanges, and the new item will be shipped via standard delivery once your return is approved.

Faulty, Damaged, or Incorrect Items

Non-Returnable Items

• Clearance or final sale items (marked as “Final Sale” on the product page)
• Hygiene-sensitive items with broken or removed hygiene seals (underwear, swimwear, sleepwear)
• Custom or personalized items (made to your specific requirements)
• Gift cards (if applicable) — gift cards are valid for 3 years and cannot be refunded or extended after expiry

Additional Information