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Mazarine Aqua

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Returns & Exchange Policy

Introduction

We want you to be 100% satisfied with your Mazarine Aqua purchase, so please email us at [email protected] to advise us of your request for return or exchange. Our policy aims to give you an amazing online shopping experience, and confidence your rights and obligations under the Australian Consumer Law are protected – please contact us if you have any questions.

Our Policy – Sale Items

We are happy to exchange all sales items as long as the product meets our return policy, as listed out below in Our Policy (Full Price Items).

We do not offer refunds on sale items (this applies to both domestic and international customers).

Our Policy – Full Price Items

For full price items, we allow a refund or exchange if you are able to provide proof of purchase and all of the following are satisfied:

  • Products are returned within 60 days of purchase
  • Original and/or Mazarine Aqua tags remain attached
  • The item(s) are in original condition, unworn, unsoiled and in original packaging (for swimwear, this requires the hygiene sticker remain in place)

We will also meet our legal obligations if an item is faulty, not what you ordered or incorrectly described on our site, however it is your responsibility to ensure that your order is suitable for your purposes and individual requirements. Faulty items must be reported and returned within 21 days of purchase.

Please note the details of our Returns & Exchange Policy are slightly different for domestic and international customers – please read on to understand how it applies to your circumstances.

Domestic Customers

For all returns shipping costs to send items back to Mazarine Aqua are to be paid by the purchaser. We recommend that you return products using a pre-paid reputable shipping service that allows you to both track and insure your parcel as you assume any risk of loss, theft or damage of goods during transit. Mazarine Aqua will not be responsible for parcels lost or damaged in transit, and will not provide a refund or exchange in these circumstances.

For exchanges – if your exchange request does not satisfy the requirements of our exchange policy (for example, if the tags have been removed), then the shipping costs to return your original item will be your responsibility. Please note if the item you wish to exchange is no longer available, we will also contact you to discuss alternative arrangements.

For refunds – the shipping charges included in your original purchase (or if shipping was free a $10 fee) will be deducted from the total amount of any refund. Refunds can only be credited back to the card that was used to make the original purchase. The refund will be processed as soon as possible once the items have been received by Mazarine Aqua, however, please allow 14 days from the day you return the product for your account to be credited. Any additional costs you may incur due to currency conversion will not be refunded.

International Customers

For all international orders, shipping costs to send items back to Mazarine Aqua are to be paid by the purchaser. We recommend that you return products using a pre-paid reputable shipping service that allows you to both track and insure your parcel as you assume any risk of loss, theft or damage of goods during transit. Mazarine Aqua will not be responsible for parcels lost or damaged in transit, and will not provide a refund or exchange in these circumstances.

For exchanges – the shipping cost to send your replacement item will be your responsibility. Further, if your exchange request does not satisfy the requirements of our exchange policy (for example, if the tags have been removed), then the shipping costs to return your original item will also be your responsibility. Please note if the item you wish to exchange is no longer available, we will also contact you to discuss alternative arrangements.

For refunds – the shipping charges included in your original purchase (or if shipping was free a $30 fee) will be deducted from the total amount of any refund. Refunds can only be credited back to the card that was used to make the original purchase. The refund will be processed as soon as possible once the items have been received by Mazarine Aqua, however, please allow 14 days from the day you return the product for your account to be credited. Any additional costs or duties you may incur (including currency conversion) will not be refunded.

Step-By-Step Instructions

Please follow the instructions below:

  • Ensure that the conditions of our return and exchange policy above are satisfied (we are not able to process your request unless you can meet these requirements)
  • Email us at [email protected] to advise us of your request for return or exchange
  • All return packages must include:
    • The items you wish to return / exchange
    • A copy of your Mazarine Aqua invoice as proof of purchase
    • Your contact details (including your delivery address for exchanges)
  • For domestic and all international return customers:
    • Purchase a suitable mail satchel and insert the above items (International customer, please clearly mark the parcel as ‘For Refund / Exchange’)
    • Send to Mazarine Aqua Pty Ltd at PO Box 670, Rose Bay, 2029 NSW, Australia
    • Please send the parcel using a reputable pre-paid trackable shipping service (Australia Post, DHL, Fedex etc), and remember to retain the tracking number for your package once you have posted it so you can contact your shipping service if we do not receive the parcel. Mazarine Aqua will not be responsible for parcels lost or damaged in transit.

Once your package is received by Mazarine Aqua with the necessary conditions satisfied, your exchange or refund will be processed within 48 hours.

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